Case Report Specification

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The Case Report is designed for merchants (you) that process large payment volumes best handled through programmatic interfaces.

This report provides you with a regular view into the changes within your dispute and claim activity that might affect your daily support operations, your financial accounting, and your transactional history. It provides you with enough basic information about a PayPal dispute so that you can take the appropriate business actions to resolve the customer concern.

PayPal assumes that you have some experience with processing customer claims and the Case Report will provide data to be used within an existing complaint/dispute/claim processing flow. PayPal disputes come in different flavors, and while the general responses that you might make do not change (for example, providing proof of shipment for "non delivery claims"), you need to be aware of the timing differences of each PayPal dispute type.

The Case Report will not provide you with information about specific timing. If you wish to better understand the timing and response timelines related to each PayPal dispute type, visit the PayPal Resolution Center for more information.

Know before you begin

To use the Case Report, you'll need to create an SFTP user account.

The Case Report (formerly known as Downloadable Dispute Report - DDR) provides you with a regular operational report of all claims made against your PayPal account. This report is intended to provide you with a view of what claims have been made against you.

Because claims constantly change based on how you, and in some cases the consumer, react to the case, this report provides a view of changes to claim status in the past reporting period (typically 24 hours). It also provides claims for the last two years for all open cases. Additionally, the report provides information about newly created dispute cases, as well as changes in the status of those cases that have already been opened and are being processed.

The Case Report resembles the Case Report available to all PayPal users via the Resolution Center within the PayPal site, the Case Report is different in the following ways:

  • The Case Report reports all claims that have changed state in the past reporting period (typically 24 hours) and also reports claims for the last two years whose status is still open (all open cases). You must do any filtering or sorting of this data.
  • The Case Report contains the Invoice ID field, which can be used to track dispute cases based on your own internal transactional identifiers.

Terminology

The following terms are useful in understanding the report:

  • Bank Return: These are received via the ACH (bank) networks for those cases where the consumer used a bank to fund the PayPal payment. While uncommon for US consumer transactions, these are not uncommon for worldwide consumers because credit card penetration is lower than in the US. The amount of the disputed transaction is often held in an unavailable balance until the ACH return is resolved. Once the ACH return is resolved, the amount being held is released. If the merchant was found to be at fault for the ACH return, a separate debit adjustment occurs.
  • Chargeback: These are received directly by PayPal and represent cases where the consumer feels that PayPal will better resolve the complaint than their funding source, or the PayPal payment was funded directly from the consumer’s PayPal balance.The amount of the chargeback is often held in an unavailable balance until the chargeback is resolved. Once the chargeback is resolved, the amount being held is released. If the merchant was found to be at fault for the chargeback, a separate debit adjustment occurs.
  • Claim: A claim is filed by a consumer against a merchant when the consumer is seeking a reversal of a transaction with a merchant. A consumer can file a claim without having first filed a dispute. All unresolved disputes automatically become claims. The amount of the chargeback is often held in an unavailable balance until the dispute is resolved. Once the dispute is resolved, the amount being held is released. If the merchant was found to be at fault for the dispute, a separate debit adjustment occurs.
  • Dispute: A dispute is filed against by a consumer against a merchant when the consumer wants to work with the merchant to resolve an issue with a payment. There is no money movement for a dispute. Merchants are encouraged to reply to disputes to prevent a consumer claim against a transaction.
  • Reversal/Temporary Hold: PayPal will sometimes pull specific transaction(s) based on the appearance of fraudulent activity, or actual fraud. Because this is a PayPal initiated investigation, the merchant needs to resolve with PayPal and not with the counter party. The amount of the questionable transaction is often held in an unavailable balance until the investigation is complete. Once the investigation is complete, the amount being held is released. If the merchant was found to be at fault for the questionable transaction, a separate debit adjustment occurs.
  • Unauthorized Claim: These are received directly by PayPal incases where either PayPal or the consumer has identified possible fraudulent use of their PayPal account.The amount of the disputed transaction is often held in an unavailable balance until the investigation is complete. Once the investigation is complete, the amount being held is released. If the merchant was found to be at fault for the dispute, a separate debit adjustment occurs.

Note: Text strings are guaranteed to be immutable and consistent. Any changes to text strings will generate a new version of the report.

Report types

The Case Report is not designed to supply you with a complete view of all claims. The following table describes which reports will best inform specific needs within your business.

Report name Purpose Scope Frequency
Settlement report Identify all transactions that resulted in money movement within a specific PayPal account that was eventually swept to an account different from the PayPal account. All transactions Daily
Transaction detail report Identify transactional events within the PayPal account that impact the history of payments within a given PayPal account. All transactions Daily
Agreement report Identify all pre-payment transactions (authorizations, orders, MIP agreements, gift certificates) that precede payment transactions. All agreements Daily
Case report Identify and track claims and disputes (chargebacks) related to PayPal payments. All claims and disputes Daily

Distribution and access

The Case Report is available on PayPal's website and via the Secure FTP PayPal Reporting Server (sftp), which requires a separate user account for access to the Case Report. A user account that is enabled for the Case Report is also enabled to create user accounts for the Secure Drop-Box. To ensure data security, Case Report users must generate their own user accounts for the Secure Drop-Box. The following steps describe how to set up and access the Case Report using the Secure FTP PayPal Reporting Server:

  1. Create a Secure FTP PayPal Reporting Server user account. Log in to PayPal (www.paypal.com) and create a Secure PayPal Reporting FTP Server username and password. Passwords for accessing the Secure FTP PayPal Reporting Server cannot be reset by PayPal. To obtain a new password, you must create a new Secure FTP PayPal Reporting Server user account.
  2. Grant access to third-party users. You must explicitly grant access to third-parties by contacting their PayPal Account Manager to supply the third-parties’ PayPal login username and the type of permission: reporting access (read). The third-party is then notified by email that access to the business partner’s Secure FTP PayPal Reporting Server has been granted.
  3. Access the Secure FTP PayPal Reporting Server programmatically using an FTP client. The hostname of the Secure FTP PayPal Reporting Server is reports.paypal.com. A user account on the Secure FTP PayPal Reporting Server has this directory structure: /ppreports/outgoing

Schedule

The Case Report is generated and delivered by PayPal on a regular (24 hour) basis. With the initial release of the Case Report, the Case Report is generated and distributed by 9AM daily in the leading timezone of the reporting window.

Data format

You can receive the Case Report in either comma separated value (csv) or tab delimited values format. Contact your PayPal Account Manager to set the data format for this report.

Character encoding: UTF-8

The report’s character encoding is UTF-8 (8-bit UCS/Unicode Transformation Format).

Report filename

The file naming convention depinds on whether or not you're using Multiple Account Management.

Single account report

The filename of the Case Report for a single account follows this naming convention: DDR-yyyymmdd.sequenceNumber.version.format:

Naming convention Description
DDR An abbreviation for "Downloadable Dispute Report"
yyyymmdd The date on the data in the report. This date stamp represents the latest, or ending date, of the data.
sequenceNumber The sequence number of this file. Two characters, right-justified and zero- filled. The sequence number begins with 01 and continues until all parts are recorded in files. The sequence number is always present in the report file name even if there is only one file.
version The version of the report. Three characters, right-justified and zero-filled.
format A .csv (comma-separated value file) or a .tab (a tab-delimited-field file)

Multiple account report

When using Multiple Account Management, the filename of the report follows this naming convention: DDR-yyyymmdd.reportingWindow.sequenceNumber.totalFiles.version.format

Naming convention Description
DDR An abbreviation for "Downloadable Dispute Report"
yyyymmdd The date on the data in the report. This date stamp represents the latest, or ending date, of the data.
reportingWindow The window of time when the report was generated, as follows:
A: America/New York to America/Los Angeles
H: America/Los Angeles to Asia/Hong Kong
R: Asia/Hong Kong to Europe/London
X: Europe/London to America/New York
sequenceNumber The sequence number of this file. Two characters, right-justified and zero- filled. The sequence number begins with 01 and continues until all parts are recorded in files. The sequence number is always present in the report file name even if there is only one file.
totalFiles The total number of files of the report for this date. The number of files is always two digits and zero-padded. For example, for 2 total files, totalFiles is 02.
version The version of the report. Three characters, right-justified and zero-filled.
format A .csv (comma-separated value file) or a .tab (a tab-delimited-field file)

Data retention

The Case Report is available on PayPal's website and via the Secure FTP PayPal Reporting Server for 45 days after the date of its delivery.

New or revised versions

In the future, PayPal will support multiple versions of the Case Report. PayPal will notify you regarding the creation of any new version as well as any deprecation of older versions of the report.

If you wish to take advantage of a new version, you can receive two versions of the same report concurrently in order to test and integrate the new version. You can also receive non- consecutive versions of the same report concurrently in order to test and integrate the new version. Contact your PayPal Account Manager to enable different versions and request any changes in report distribution.

Notifications

PayPal operationally monitors the generation and delivery of the Case Report on a 24/7 365 basis. PayPal maintains two different user contact points for report notifications:

  • A business contact point for all notifications related to data integrity, data delivery, and new reporting features
  • A technical contact for all notifications related to data integrity, data delivery, system outages, system updates, and new features. PayPal will notify you of the following events related to reporting.
  • Delays in report delivery
  • Errors in report generation
  • New version availability
  • System outage
  • System update/maintenance(pre-announcement)
  • New reporting feature releases

Contact your PayPal Account Manager to provide PayPal with the appropriate notification email alias. PayPal strongly recommends that you create a distribution list or email alias that allows multiple parties to receive communication about the Case Report.

Report structure

The report can be delivered as either a comma-separated values or tab-delimited file. This section describes the structure of the data file.

A report file can contain a maximum of 150,000 records. If the report contains more than 150,000 records, the report is split across multiple files. The report is also organized by section, where each section represents a single PayPal account. If you are not using PayPal Multiple Account Management, the report contains only a single section.

Report files

A report file with less than 100,000 records (a single file) with only one section is organized as follows:

Report Header (RH)
File Header (FH)
Section Header (SH)
Column Header (CH)
Row Data (SB)
...
Row Data (SB)
Section Footer (SF)
Section Record Count (SC)
Report Footer (RF)
Report Record Count (RC)
File Footer (FF)

For report files that are split over multiple files, only the first file has a report header record and only the last file has a report footer and a report record count record. A report with two sections split over two files might be organized as follows:

File 1 File 2
Report Header (RH)
File Header (FH)
Section Header (SH)
Column Header (CH)
Row Data (SB)
...
Row Data (SB)
Section Footer (SF)
Section Record Count (SC)
Section Header (SH)
Column Header (CH)
Row Data (SB)
...
File Footer (FF)
File Header (FH)
Row Data (SB)
...
Row Data (SB)
Section Footer (SF)
Section Record Count (SC)
Report Footer (RF)
Report Record Count (RC)
File Footer (FF)

If the report is split over multiple files, only the last file contains the report footer and report record count records.

Report row types

Each row of the report consists of a two letter row type, followed by the details specific to that row type. The following table lists the valid row types, along with the sections that describe the data for that row type.

Code Description Section
RH Report header Report header data
RF Report footer Report footer data
RC Report record count Report record count data
FH File header File header data
FF File footer File footer data
SH Section header Section header data
SB Row data Section body data
CH Column header Section body data
SF Section footer Section footer data
SC Section record count Section record count data

Report header data

Report header data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: Literal RH
2 Report generation date Type: date/time The date and time when the report file was generated, in the following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
3 Reporting window Type: varchar The window of time when the report was generated, as follows:
  • X: GMT 00:00 to GMT -500
  • A: GMT -0500 to GMT -0800
  • H: GMT -0800 to GMT +0800
  • R: GMT +0800 to GMT 00:00
4 Account ID Type: varchar Account number receiving the report (Payer ID - encrypted hash of PayPal account)
5 Report version Type: varchar The version of the report

Report footer data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: literal RF
2 Row count Type: number The number of body data rows in the report (used for reconciliation). Note that the report may span multiple files.

Report record count data

Position Column name Data type Data description
1 Column type Type: literal RC
2 Row count Type: number The number of body data rows in the report (used for reconciliation). Note that the report may span multiple files.

File header data

Note: Each file in the report has a file header and a file footer, even if the number of files in the report is one.

File header data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: literal FH
2 File count Type: number The sequence number of the file in the report (used for reconciliation)

File footer data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: literal FF
2 Row count Type: number The number of body data rows in the file (used for reconciliation)

Section header data

Note: If you are not using Multiple Account Management, the report contains only one section.

All section header data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: Literal SH
2 Reporting period start date Type: date/time The date/time when the report began. The data is in the following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
3 Reporting period end date The date/time when the report ended. The data is in for following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
4 Account ID Type: varchar Account number generated by PayPal

Section body data

Body data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Before any rows of body data in the report, a column header row lists the name of each of the fields in each body data row. The column header column starts with CH, followed by the Column Name for each body data field (except for the "column type" field). For example:

"CH","Case type","Case ID","Original transaction ID","Transaction date","Transaction invoice ID","Card type","Case reason","Claimant name","Claimant email address","Case filing date","Case status","Response due date","Disputed amount","Disputed currency","Disputed transaction ID","Money movement","Settlement type","Seller protection","Seller protection payout amount","Seller protection currency","Payment tracking ID","Buyer comments","Store ID","Credit Card Chargeback Reason Code"
Position Column name Data type Data description
1 Column type Type: Literal SB
2 Case type Type: Text string The type of case made against the transaction. Text strings are guaranteed to be immutable and consistent. The case type must be one of the following six values:
  • Bank Return
  • Chargeback
  • Claim
  • Dispute
  • Reversal/Temporary Hold
  • Unauthorized Claim
3 Case ID
  • Type: Alphanumeric
  • Unique: Yes
  • Blanks: No
  • Max length: 18 characters
Unique ID generated by PayPal. It can be used to refer to a case when discussing your cases with PayPal service representatives. It could be in either of the 2 formats PP- 000-111- 222-333 or PP-D-99999 or PP-R-XXX-NNNNNN where
  • R: Resolution
  • XXX: Random alphabets
  • N: numeric sequence
  • Example: PP-R-BFV-90020010
4 Original transaction ID Type: Alphanumeric ID of the transaction against which the case was filed This unique 17 character ID is generated by PayPal and cannot be altered.
5 Transaction date Type: Date/time Completion date of the transaction. You can use this date to reconciliation with the Transaction Detail Report and Settlement Report.

The date time that represents the beginning time period of the report in the following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
6 Transaction invoice ID Type: Alphanumeric Invoice ID that you provided with the transaction. This value is assumed to be unique upon entry into the PayPal transaction database.

There are situations where duplicates are allowed. For example, if you capture against an auth, you can use the same invoice ID for multiple captures. Invoice ID does not show with all transactions. However, it must show with the Settlement and Sale transactions (when passed). Because this is a merchant-configured field, you are responsible for this data and its consistency within your data store and relative to other transactions.
7 Card type Type: Text string Displays the credit card type used for transaction involved in a credit card chargeback.
This field is visible only if you accept Pro, Virtual Terminal, or Hosted Solution customers
8 Case reason Type: Text string The systemic reason for the case.
  • Credit not processed
  • Charge not recognized
  • Defective or incorrect merchandise
  • Defective or item not as described
  • Duplicate payment
  • Funding decline
  • Inquiry
  • Inquiry by PayPal
  • Item not received
  • Merchandise
  • Not as described
  • Non-receipt
  • Other
  • Processing error
  • Recurring payment canceled
  • Special
  • Unauthorized
  • Unwanted merchandise
  • Unauthorized payment
  • Wrong amount or date
  • Paid with other method
9 Claimant name
  • Type: Text string
  • Max length: 127 characters
Name of the claimant as it appears in the original PayPal payment being disputed. The value is acquired from the original transaction. If the claimant is a business, this field contains the business name and not the First Name/Last Name combination used for individuals.

If the case type is a PayPal Fraud Investigation, the claimant name is the name from the original transaction even though the claim was most likely initiated by PayPal.
10 Claimant email address
  • Type: Text string
  • Max length: 127 characters
PayPal email address of the buyer as it appeared in the disputed transaction. The email address is also the account contact point between buyers and sellers within the PayPal system.

If the case type is PayPal Fraud Investigation, the claimant email address is email address from the original transaction even though the claim was most likely initiated by PayPal.
11 Case filing date Type: Date/time Date that the case was originally filed with PayPal. Keep track of this date to ensure that you understand how much time remains for them to respond.
The date time that represents the beginning time period of the report in the following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
12 Case status Type: Text string State or the status of the case.
The following is the list of all statuses that could be returned for a given case:
  • Being reviewed by PayPal
  • Case closed
  • Eligible for appeal
  • Open
  • Waiting for buyer's response
  • Waiting for seller's response

Text strings are guaranteed to be immutable and consistent.
13 Response due date Type: Date/time Date by which you should respond to the case filed against you. The date time that represents the beginning time period of the report in the following format:
MM/DD/YYYY HH:MM:SS offset where
  • YYYY is the four-digit year
  • MM is the two-digit day of the month
  • DD is the two-digit day of the month
  • HH is the hour in 24-hour notation
  • MM is minutes
  • SS is seconds
  • offset is the five-character signed offset from GMT. For example, +800
14 Disputed amount Type: Numeric Amount being disputed by the buyer in the original transaction. Because buyers may sometimes dispute only part of the payment, the disputed amount may be different than the total gross or net amount of the original transaction. There is no specific maximum limit.

Pay close attention to this amount, even if you pull the transaction details using the Invoice ID or Transaction ID.
15 Disputed currency Type: Currency code Currency of the disputed amount. The currency of the dispute is always the same as the amount of the original payment. Buyers are not allowed to request refunds or reversal in a different currency.
16 Disputed transaction ID Type: Alphanumeric Transaction ID generated at the time of the money movement event. This unique 17 character ID is generated by PayPal and cannot be altered.
17 Money movement Type: Text string Indicates whether PayPal moved money into or out of your account as a result of the outcome of the case. Sample values:
  • Credit
  • Debit
  • On temporary hold
  • No impact
  • Temporary hold released
18 Settlement type Type: Text string Mode used to return the money to the buyer. Sample values:
  • Adjustment
  • Refund
  • Partial refund
  • Reversal
19 Seller protection Type: Text string Specifies the Seller Protection status:
  • Eligible: Seller is eligible to be protected by PayPal's Seller Protection Policy for Unauthorized Payment and Item Not Received.
  • ItemNotReceivedEligible: Seller is eligible to be protected by PayPal's Seller Protection Policy for Item Not Received only.
  • UnauthorizedPaymentEligible: Seller is eligible to be protected by PayPal's Seller Protection Policy for Unauthorized Payment Only.
  • Ineligible: Seller is not protected under the Seller Protection Policy.
20 Seller protection payout amount Type: Numeric Amount PayPal paid on the behalf of the seller to the buyer as a result of the Seller Protection coverage. There is no specific maximum limit.
21 Seller protection currency Type: Currency code Currency of the amount PayPal paid on the behalf of the seller to the buyer as a result of the Seller Protection coverage.
22 Payment tracking ID Type: Text string Unique ID specified by partners to obtain information about a payment or to request a refund.
23 Buyer comments Type: Text string Comments provided by the buyer while filing the case in the Resolution Center.
24 Store ID Type: varchar The merchant’s identifier of the store where the purchase occurred.
25 Credit card chargeback reason code
  • Type: varchar
  • Max length: 32 characters
Unique identifier which distinguishes the nature/reason of credit card chargeback reported.
Each card issuer follows their own standards for defining reason type, code and its format.
26 Outcome
  • Type: String
  • Unique: No
  • Blanks: Yes
  • Max Length: 3000 characters

Section footer data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: literal SF
2 Row count Type: number The number of body data rows in the section (used for reconciliation)

Section record count data

Section record count data exists in one row with each element being separated by the file delimiter. All report fields are non-blank unless otherwise noted.

Position Column name Data type Data description
1 Column type Type: literal SC
2 Row count Type: number The number of body data rows in the section (used for reconciliation)

Sample report

The following is a sample of a Case Report:

"RH",08/13/2012 23:53:12 -0700,"A","HEDH43SEL62QA",007,
"FH",01
"SH",08/08/2012 00:00:00 -0700,08/08/2012 23:59:59 -0700,"HEDH43SEL62QA" "CH","Case type","Case ID","Original transaction ID","Transaction date","Transaction invoice ID","Card type","Case reason","Claimant name","Claimant email address","Case filing date","Case status","Response due date","Disputed amount","Disputed currency","Disputed transaction ID","Money movement","Settlement type","Seller protection","Seller protection payout amount","Seller protection currency","Payment tracking ID","Buyer comments","Store ID","Chargeback Reason Code","Outcome" "SB","Claim","PP-000-000-671-683","3E503680WL249060K",08/08/2012 02:03:34 -0700,"","","Non-receipt","Joe's Generic Business","vvaradarajan-20110803-003247994-1-DE-RPP- AUTO@paypal.com",08/08/2012 02:03:34 -0700,"Case Closed",700,"USD","","","Reversal","Eligible",700,"USD","","dfgdfgdf","","","Invalid Tracking" "SB","Claim","PP-000-000-671-725","2HN08243KR496901N",08/08/2012 02:05:09 -0700,"","","Not as described","Joe's Generic Business","vvaradarajan-20110803-003247994-1-DE-RPP- AUTO@paypal.com",08/08/2012 02:34:29 -
0700,"Case Closed",700,"USD","32852380M58924706","Temp Hold Released","Reversal","Eligible",,"","","tehygfhfg","","","3PL vendor lost the package"
"SF",2
"SC",2
"RF",2
"RC",2
"FF",2

See also