Dispute Detail Custom Report Specification

The Dispute Detail Custom report provides merchants and partners with regular operational information of all claims made against the merchant or partner’s PayPal account, along with the status of each claim. This report, also known as a case report, is available to any approved merchant (business receiver of funds transmitted via PayPal), cart integration partner, and payment processing partner. Use this report to do the following:

• Track status changes of claims within a specified reporting period.
• Access details of claims in an open or pending state for the previous 180 days.

Know before you begin

• You must have a PayPal secure file transfer protocol (SFTP) account to access reports.
• You must be an approved merchant to use this report. Contact your PayPal account manager to request access to this report.
• This report is generated and placed on SFTP on a 24-hour basis. The report format is TAB (tab-separated values) or CSV (comma-separated value).
• Money amount fields are unsigned, with no currency symbol, decimal separator, or other punctuation. Amounts should be interpreted by the debit or credit column to ensure that the right direction of the amount is recorded. For instance, 100,00 yen and $100.00 USD are both represented as 10000.
• The character encoding of this report is UTF-8 (8-bit UCS/Unicode Transformation Format).
• Regardless of the field delimiter of the report, all fields of type varchar are surrounded with double quotation marks. Double quotation marks inside the field are represented as two double quotation marks in succession.
• Some fields can contain spaces. In the descriptions of fields, this is indicated with the words: Blanks: Yes.

Terminology

The following terms are useful in understanding the report:

• Win: A case closed with no reversal or money movement, either partial or full.
• Loss: A case closed with either a partial or full reversal.
• Refund: A case closed with a partial or full refund. Since refund is a seller-initiated process in lieu of the acceptance of the liability to the buyer, this cannot be a loss.
• Cancelled: Any case that was closed with no further action after it was opened by the buyer. It is assumed that the case was amicably resolved between the two parties. Note: This type of case was previously called a Resolved Dispute. See the Version history for more details.
• Represented by PayPal: In cases such as external chargebacks, the seller is represented by PayPal. If the external entity refunds the amount, the case is considered a win because the seller is represented by PayPal in the dispute discussion.

Report file name

The file naming convention depends on whether you are using Multiple Account Management (MAM).

Single account report

The filename of the Dispute Detail Custom report for a single account follows this naming convention: userSpecifiedName_YYYYMMDDHHMMSS_YYYYMMDDHHMMDD_executionType_fileCount.csv

Multiple account report

The filename of the Dispute Detail Custom report for a MAM account follows this naming convention: userSpecifiedName_YYYYMMDDHHMMSS_YYYYMMDDHHMMDD_windowName_executionType_fileCount.csv

Field specifications

The following sections reflect fields that you can select to include in the report. The categorization of the fields is provided for ease-of-use in understanding report fields but does not show up in the report itself.

Case fields

This has the list of columns that are a part of the actual case. These are data that are either generated by PayPal internal systems and passed on to the merchant via the response or data that is passed by merchant itself to identify the case.

Transaction fields

Buyer fields

Retail fields

Report format

Each row of the report consists of a 2-letter row type, followed by the details specific to that row type. The following table lists the valid row types and the sections that describe the data for that row type.

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 footer and a report record count. A report with two sections split over two files might be organized as follows:

Report header

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.

File header data

Report footer (RF)

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.

Report record count

Report 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.

File header

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.

File footer

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.

Section header

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.

Section body

Body data exists in one row with each element 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.

The section body contains multiple records, one per balance-affecting transaction. The section body fields are on a single row for each transaction. The data elements are separated by the report recipient’s desired field delimiter.

The gross amount is always shown for transactions processed in any currency. In cases where there are no fees involved, the fees will not be shown and the net amount is the same as gross amount.

For the rest of the columns that appear in the section body, see Field specifications.

Section footer

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.

Section record count

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.

Outcome reasons

The following is a list of possible outcome reasons.

Win

• The case was closed in your favor.
• The case was closed in your favor as no duplicate transaction was found.
• The case was closed in your favor based on the info provided.
• The case was closed in your favor as the transaction was covered under PayPal Seller Protection.
• The case was closed in your favor as the transaction was previously refunded or reversed.
• The case was closed in your favor as you've already issued a credit to the buyer.

Refund

• The buyer has received a partial refund. The amount has been withdrawn from your PayPal account. This case is closed.
• This case is closed as you confirmed that you received the item. A refund has been withdrawn from your PayPal account and sent to the buyer.
• This case is closed as the buyer has received the replacement item.
• You issued a refund.

Cancelled

• The buyer cancelled the case.

Loss

• The case was closed in the buyer's favor as the change in installment charges for the billing agreement wasn't disclosed to the buyer.
• The case was closed in the buyer's favor as the change in the start date for the billing agreement wasn't disclosed.
• The case was closed in the buyer's favor as they attempted to return the item.
• The case was closed in the buyer's favor as the service or recurring transaction was cancelled.
• The case was closed in the buyer's favor as a credit receipt or relevant documentation was provided.
• The case was closed in the buyer's favor as the billing agreement was cancelled as per the terms of the signed contract.
• The decision was taken based on the info provided.
• The case was closed in the buyer's favor as the item or service was delivered after the expected delivery date had passed.
• The case was closed in the buyer's favor since duplicate funds were added due to an add funds issue.
• The case was closed in the buyer's favor as you delivered the item in person.
• The case was closed in the buyer's favor based on the info provided.
• This case is closed as the buyer has received the replacement item.
• This case was closed as you can't appeal for the same reason twice.
• The case was closed in the buyer's favor as the proof of delivery you provided was invalid.
• The case was closed in the buyer's favor as the proof of delivery/shipment was missing the signature confirmation.
• The case was closed in the buyer's favor as the proof of shipment you provided was invalid.
• The case was closed in the buyer's favor as the proof of return you provided was invalid.
• This case was closed in the buyer's favor as the tracking info you provided was invalid.
• The case was closed in the buyer's favor as the item doesn't work as advertised.
• The case was closed in the buyer's favor as the item or service provided didn’t match the given description.
• The case was closed in the buyer's favor as you didn't send the item to the buyer.
• The case was closed in the buyer's favor as we didn’t receive verified proof of shipment or delivery.
• The case was closed in the buyer's favor as the item sent to the buyer was of different quality, quantity, color, or size.
• The case was closed in the buyer's favor as the item wasn't delivered because it is no longer in stock.
• The case was closed in the buyer's favor as the item was returned.
• The case was closed in the buyer's favor as your listing misrepresented the item.
• The case was closed as you made multiple appeals with the same reason.
• The case was closed in the buyer's favor as we didn't receive the proof of delivery.
• The case was closed in the buyer's favor as we didn't receive the proof of delivery for a service or digital good.
• The case was closed as the digital good you're selling isn't covered under PayPal Seller Protection.
• The case was closed in the buyer's favor as we didn't receive a response from you.
• The case was closed in the buyer's favor as we didn't receive a response to our request for additional info.
• The case was closed in the buyer's favor as a valid proof of shipment wasn't given.
• The case was closed in the buyer's favor as the item wasn't shipped to the correct address.
• The case was closed as you issued a refund for the missing items.
• The case was closed as the buyer accepted the partial refund offer.
• The case was closed in the buyer's favor as the proof of shipment was submitted instead of proof of delivery.
• The case was closed in the buyer's favor as they were billed after the billing agreement was cancelled.
• The case was closed in the buyer's favor as they provided proof showing this purchase was paid using another payment method.
• The case was closed in the buyer's favor since the credit does not match the withdrawal amount.
• The case was closed in the buyer's favor as you received multiple payments.
• The case was closed in the buyer's favor as you chose to issue a refund without item return.
• The case was closed in the buyer's favor as you agreed to refund the buyer.
• The case was closed in the buyer's favor as you weren't reachable to resolve this case.
• The case was closed as you received the payment twice or for a replacement.
• The case was closed in the buyer's favor as you declined to issue a refund.
• The case was closed in the buyer's favor as you declined to accept the return of the item.
• This case was closed as a surcharge was assessed to the buyer.
• The case was closed in the buyer's favor as the service wasn't completed as described in the agreement.
• The case was closed in the buyer's favor as the shipping company refused to ship the item.
• This case was closed as you can't appeal with tracking info for this case reason.
• The case was closed in the buyer's favor as the transaction was cancelled before the shipment or service date.
• The case was closed in the buyer's favor as they provided valid documents.
• The case was closed in the buyer's favor as valid proof of return delivery was provided.
• The case was closed in the buyer's favor as valid proof of return delivery with signature confirmation was provided.
• The case was closed in the buyer's favor as the item's value or usability was affected significantly.

Version history

See also

• T-codes