# Automated Case Management (/reports/acm) The Case report, or Automated Case Management (ACM), which was formerly known as the Downloadable Dispute Report (DDR), provides partners who process payments for other payment networks with a regular operational view of all chargebacks that are made against their PayPal account. Use this report to understand the context of money movement in the [Settlement report (STL)](/reports/settlement/) and the [Transaction Details report (TDR)](/reports/transaction-detail/). > **Warning:** PayPal Integration Management must enable your access to ACM. To request access, contact your PayPal account manager or > > [PayPal customer support](https://www.paypal.com/smarthelp/contact-us) > > . After the report structure details in [Report format](#report-format), this page includes several common use cases in [Case report use cases](#case-report-use-cases) and a sample report section in [Sample report](#sample-report). ## Prerequisites [#prerequisites] Before using this report, review these important requirements and considerations: * The report is available in CSV (`.csv`) or tab-delimited (`.tab`) format. To set your preferred format, contact your PayPal account manager. * The report uses UTF-8 character encoding. * A single report file can contain a maximum of 100,000 records. Reports that exceed this limit are split across multiple files. * For multi-file reports, only the first file contains the report header. * Only the last file contains the report footer and record count. * The report is generated and delivered daily before 12:00 PM in the leading time zone of the reporting window. * Reports are available on the SFTP server (`reports.paypal.com`) in the `/disputes/outgoing` directory for 45 days after delivery. * The report is organized by section, where each section represents a single PayPal account. If you are not using Multiple Account Management, the report contains only 1 section. > **Warning:** To maintain backward compatibility, read the report data by column header name instead of column index. ## Chargebacks [#chargebacks] A chargeback is a claim that is made against a previous PayPal transaction by a buyer, either through their issuing bank or directly with PayPal. All chargebacks in PayPal follow a defined lifecycle with up to 4 stages, which is described in [Chargeback reporting flow](#chargeback-reporting-flow). The ACM captures chargeback events at each stage of this lifecycle, so you can track the status of each claim and understand how it impacts your account balance. > **Info:** Partial chargebacks and representments do not have unique status codes. To identify a partial chargeback, compare the > > `Disputed gross amount` > > with the > > `Original gross amount` > > . Any disputed amount that is less than the original transaction amount is a partial chargeback. ### Chargeback status codes [#chargeback-status-codes] All chargebacks in the ACM have 1 of the following status values. | Code | Description | | ---- | ----------------------------------------------------------------------------------------- | | `S1` | Chargeback notice. PayPal is waiting for merchant's representment. | | `S2` | Representment received. PayPal has received the merchant's evidence. | | `S3` | Representment rejected. PayPal has evaluated the evidence and rejected the representment. | | `S4` | Chargeback cancelled (reversal). The chargeback has been cancelled. | | `S5` | Adjustment notice (correction). An adjustment has been made to the transaction. | | `S6` | The seller proved their case in the dispute and successfully defended the transaction. | ### Chargeback reporting flow [#chargeback-reporting-flow] The ACM, together with the STL and TDR, provides a complete view of chargeback processing. When a claim is filed: 1. PayPal processes the claim and debits or credits the merchant account for the net amount (original transaction amount minus the original fee). 2. PayPal reports the claim to the merchant in the ACM with status `S1`. 3. The merchant has 12 calendar days from the dispute filing date to respond through the representment interface. 4. PayPal processes the representment and provisionally credits or debits the account for the reversed claim amount. 5. PayPal reports the representment in the ACM with status `S2`. 6. PayPal evaluates the representment evidence. 7. If accepted, no further action is required. 8. If rejected, PayPal debits the merchant account and reports the rejection in the ACM with status `S3`. 9. The merchant has 10 days to submit a second representment. No further representment is allowed after this point. ## Distribution and access [#distribution-and-access] The ACM is available through the SFTP PayPal Reporting Server (`reports.paypal.com`) in the `/disputes/outgoing` directory. Access to this report requires a separate user account from your PayPal login. For instructions to set up your SFTP account, see [How do I access the SFTP server and retrieve my reports?](https://www.paypal.com/cshelp/article/how-do-i-access-the-sftp-server-and-retrieve-my-reports-ts1400). > **Warning:** PayPal cannot reset your SFTP server account password. To obtain a new password, you must create a new user account. ### Notifications [#notifications] PayPal monitors report generation and delivery at all times and maintains 2 notification contact points: * A **business contact** for notifications that are related to data integrity, data delivery, and new reporting features. * A **technical contact** for notifications that are related to data integrity, data delivery, system outages, and new features. PayPal notifies you of the following events: * Delays in report delivery * Errors in report generation * New version availability * System outages * Scheduled maintenance > **Success:** Contact your PayPal account manager to register the appropriate notification email aliases. PayPal recommends using a distribution list, so multiple team members can receive notifications. ## Report file names [#report-file-names] The file naming convention depends on whether you are using Multiple Account Management. ### Single account [#single-account] Reports for single accounts follow this naming convention. ``` ACM-... ``` | Field | Description | | ------------ | -------------------------------------------------------------------------------------------- | | `ACM` | An abbreviation for Automated Case Management | | `yyyymmdd` | The ending date of the data in the report | | `totalFiles` | The total number of files for this date, always 2 digits and zero-padded (for example, `02`) | | `version` | The report version, 3 characters, right-justified and zero-filled | | `format` | `.csv` (comma-separated values) or `.tab` (tab-delimited) | ### Multiple Account Management [#multiple-account-management] Reports for accounts using Multiple Account Management follow this naming convention. ``` ACM-..... ``` | Field | Description | | ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `ACM` | An abbreviation for Automated Case Management | | `yyyymmdd` | The ending date of the data in the report | | `reportingWindow` | The time window in which the report was generated:
- `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 the file, 2 digits, zero-filled, beginning with `01`. Always present even if there is only 1 file. | | `totalFiles` | The total number of files for this date, always 2 digits and zero-padded | | `version` | The report version, 3 characters, right-justified and zero-filled | | `format` | `.csv` (comma-separated values) or `.tab` (tab-delimited) | ## Report format [#report-format] Single-file reports and multi-file reports have different formats, as described in the following sections. ### Single-file report structure [#single-file-report-structure] A report file with fewer than 100,000 records and a single section is organized as follows. Each row of the report consists of a 2-letter row type, followed by the details for that row type. The following table lists the valid row types. | Code | Section | | ---- | ----------------------- | | `RH` | Report header | | `FH` | File header | | `SH` | Section header | | `CH` | Column header | | `SB` | Section body (row data) | | `SF` | Section footer | | `SC` | Section record count | | `RF` | Report footer | | `RC` | Report record count | | `FF` | File footer | ### Multi-file report structure [#multi-file-report-structure] For reports that split across multiple files, only the first file contains the report header (`RH`) and only the last file contains the report footer (`RF`), report record count (`RC`), and file footer (`FF`). Each row of the report consists of a 2-letter row type, followed by the details for that row type. The following table lists the valid row types. | Code | Description | | ---- | ----------------------- | | `RH` | Report header | | `RF` | Report footer | | `RC` | Report record count | | `FH` | File header | | `FF` | File footer | | `SH` | Section header | | `SB` | Section body (row data) | | `CH` | Column header | | `SF` | Section footer | | `SC` | Section record count | ### Report header [#report-header] The report header contains metadata about the report, including the generation date, reporting window, account ID, and version. | Position | Column name | Data type | Description | | -------- | ------------------------ | ----------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (report header,`RH`) | | 2 | `Report Generation Date` | `Date-time` | The date and time when the report was generated, in this format: `MM/DD/YYYY HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | 3 | `Reporting Window` | `Varchar` | The time window in which the report was generated:
- `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 | | 4 | `Account ID` | `Varchar` | The encrypted PayPal account number that receives the report | | 5 | `Report Version` | `Varchar` | The report's version number | ### Report footer [#report-footer] The report footer contains metadata about the report, including the total row count across all files. | Position | Column name | Data type | Description | | -------- | ------------- | --------- | --------------------------------------------------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (report footer, `RF`) | | 2 | `Row Count` | `Number` | The total number of body data rows in the report. You can use this number for reconciliation. The report may span multiple files. | ### Report record count [#report-record-count] | Position | Column name | Data type | Description | | -------- | ------------- | --------- | -------------------------------------------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (report record count, `RC`) | | 2 | `Row Count` | `Number` | The number of body data rows in this file. You can use this number for reconciliation. The report may span multiple files. | ### File header [#file-header] Each file in the report has a file header, even if the report contains only 1 file. | Position | Column name | Data type | Description | | -------- | ------------- | --------- | -------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (file header, `FH`) | | 2 | `File Count` | `Number` | The number of body data rows in this file. You can use this number for reconciliation. | ### File footer [#file-footer] Each file in the report has a file footer, even if the report contains only 1 file. | Position | Column name | Data type | Description | | -------- | ------------- | --------- | -------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (file footer, `FF`) | | 2 | `Row Count` | `Number` | The number of body data rows in this file. You can use this number for reconciliation. | ### Section header [#section-header] The section header identifies the start of a new account section within the report. > **Info:** If you are not using Multiple Account Management, the report contains only 1 section. | Position | Column name | Data type | Description | | -------- | ----------------------------- | ----------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | 1 | `Column Type` | `Literal` | The column type (section header, `SH`) | | 2 | `Reporting Period Start Date` | `Date-time` | The start date and time of the reporting period, in this format: `MM/DD/YYYY HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | 3 | `Reporting Period End Date` | `Date-time` | The end date and time of the reporting period, in this format: `MM/DD/YYYY HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | 4 | `Account ID` | `Varchar` | The PayPal-generated account number | | 5 | `Partner Account ID` | `Varchar` | The partner's account ID for the merchant, as passed in the `` tag of the Multiple Account Management batch input file. Max length: 127 characters. | ### Section body [#section-body] The section body contains 1 row for each chargeback event. Before the first data row, a column header row (`CH`) lists the name of each field. | Position | Column name | Data type | Description | | -------- | ------------------------------------ | --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section body, `SB`) | | 2 | `Dispute Type` | `Varchar(12)` | The type of dispute (always `Chargeback`) | | 3 | `Claimant Name` | `Varchar(128)` | The name of the claimant as it appears on the original PayPal payment. For business accounts, this is the business name. | | 4 | `Claimant Email Address` | `Varchar(127)` | The PayPal email address of the buyer as it appeared in the disputed transaction. For PayPal Fraud Investigation disputes, this is the email from the original transaction. | | 5 | `Original Transaction ID` | `Varchar(24)` | The unique 17-character transaction ID that PayPal generated at the time of the original payment. Cannot be altered. | | 6 | `Original Gross Debit or Credit` | `Varchar(2)` | The direction of money movement for the original transaction: `CR` (credit) or `DR` (debit) | | 7 | `Original Gross Amount` | `Money(26)` | The gross amount of the original transaction. It cannot contain decimal places, plus or minus signs (+/-), or commas. | | 8 | `Original Gross Currency` | `Varchar(3)` | The currency of the original transaction. | | 9 | `Original Fee Debit or Credit` | `Varchar(2)` | The direction of money movement for the original fee: `CR` or `DR`. Can be blank. | | 10 | `Original Fee Amount` | `Number(26)` | The fee amount of the original transaction. Cannot contain decimal places, sign (+/-), or commas. Can be blank. | | 11 | `Original Fee Currency` | `Varchar(3)` | The currency of the original fee. Can be blank. | | 12 | `Original Transaction Date` | `Date-time` | The date and time the original transaction was completed, in this format: `YYYYMMDD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. Can be blank. | | 13 | `Dispute Transaction ID` | `Varchar(19)` | The unique 19-character transaction ID generated for the chargeback event. For ACM, this field is blank in intermediate states when the `No Temporary Hold on Disputed Funds` flag is set to `On`. | | 14 | `Disputed Gross Debit or Credit` | `Varchar(2)` | The direction of money movement for the disputed amount: `CR` or `DR`. Blank in intermediate states for ACM when the hold flag is `On`. | | 15 | `Disputed Gross Amount` | `Money(26)` | The amount of the chargeback reversal. Cannot contain decimal places, sign (+/-), or commas. Blank in intermediate states for ACM when the hold flag is `On`. | | 16 | `Disputed Gross Currency` | `Varchar(3)` | The currency of the disputed amount. Blank in intermediate states for ACM when the hold flag is `On`. | | 17 | `Disputed Fee Debit or Credit` | `Varchar(2)` | The direction of money movement for the disputed fee: `CR` or `DR`. Blank in intermediate states for ACM when the hold flag is `On`. | | 18 | `Disputed Fee Amount` | `Money(26)` | The fee reversal amount, generally the inverse of the chargeback direction. Cannot contain decimal places, sign (+/-), or commas. Blank in intermediate states for ACM when the hold flag is `On`. | | 19 | `Disputed Fee Currency` | `Varchar(3)` | The currency of the disputed fee. Blank in intermediate states for ACM when the hold flag is `On`. | | 20 | `Dispute Reason` | `Varchar(2)` | The codified reason for the dispute: `R1` (Non-receipt of merchandise), `R2` (Not as described), `R3` (Unauthorized transaction), `R4` (Duplicate transaction), `R5` (Processing error), `R6` (Merchant issues), or `R7` (Fulfillment issues) | | 21 | `Dispute Filing Date` | `Date-time` | The date and time the claim was filed, in this format: `YYYYMMDD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | 22 | `Dispute Status` | `Varchar(4)` | The current status of the dispute. If multiple actions occur on a single day, only the last action is reported. See [Chargeback status codes](#chargeback-status-codes) for valid values. | | 23 | `Dispute Case ID` | `Varchar(32)` | The unique case ID generated by PayPal (for example, `CB-000-123-456-789`). Use this ID when discussing a case with PayPal support. | | 24 | `Representment Rejection Reason` | `Varchar(3)` | The codified reason for the representment rejection. See [Representment rejection reason codes](#representment-rejection-reason-codes) for valid values. | | 25 | `Original Transaction Invoice ID` | `Varchar(127)` | The invoice ID set by the merchant for the original transaction. If an invoice ID was sent with the capture request, that value is reported. Otherwise, the invoice ID from the authorizing transaction is reported. Can be blank. | | 26 | `Representment Evidence` | `Varchar(4000)` | The evidence codes submitted by the seller as part of the representment, in pipe-delimited format. See [Representment evidence codes](#representment-evidence-codes) for valid values. Can be blank. | | 27 | `Buyer Dispute Amount` | `Varchar(64)` | The amount disputed by the buyer. Can change during claim type switching. Can be blank. | | 28 | `Buyer Dispute Amount Currency` | `Varchar(3)` | The currency of the buyer dispute amount. Can be blank. | | 29 | `Buyer Comments For Transactions` | `Varchar(2000)` | The buyer's comments entered at the time of dispute creation. Set at creation and does not change. Can be blank. | | 30 | `Sequence Number` | `Varchar(64)` | The sequence number of the item within the dispute transaction. `0` means no items; `n` means it is the nth item. Set at creation and does not change. Can be blank. | | 31 | `Item ID` | `Number(64)` | The item ID for items included in the dispute. Available only if the seller passed this information through checkout and the chargeback was filed through PayPal. Set at creation and does not change. Can be blank. | | 32 | `Item Description` | `Varchar(4000)` | The item description, if passed by the seller during checkout. Set at creation and does not change. Can differ per item. Can be blank. | | 33 | `Item Dispute Reason` | `Varchar(2)` | The dispute reason for this item. Can change during state transitions. See `Dispute Reason` field (position 20) for valid values. Can be blank. | | 34 | `Item Buyer Dispute Amount` | `Varchar(64)` | The amount the buyer disputed for this item. Set at creation and does not change. Can differ per item. Can be blank. | | 35 | `Item Buyer Dispute Amount Currency` | `Varchar(3)` | The currency of the item buyer dispute amount. Set at creation and does not change. Can be blank. | | 36 | `Filing Reasons` | `Number(4000)` | The SNAD filing reason code for this dispute. Available only for SNAD (R2) dispute transactions. Set when the case enters R2 for the first item and does not change. See [SNAD filing reason codes](#snad-filing-reason-codes) for valid values. Can be blank. | | 37 | `Filing Notes` | `Varchar(4000)` | Free-form text associated with the filing reason. Available only for SNAD (R2) disputes. Can differ per item. Can be blank. | | 38 | `Store ID` | `Varchar(50)` | The merchant's identifier for the store where the purchase occurred. Can be blank. | | 39 | `Credit Card Chargeback Reason Code` | `Varchar(64)` | The card-issuer-specific reason code for the chargeback. Format varies by card issuer. Can be blank. | ### Section footer [#section-footer] The section footer marks the end of a data section. | Position | Column name | Data type | Description | | -------- | ------------- | --------- | ----------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section footer, `SF`) | | 2 | `Row Count` | `Number` | The number of body data rows in this section. You can use this number for reconciliation. | ### Section record count [#section-record-count] The section record count provides the total number of data rows in the section. | Position | Column name | Data type | Description | | -------- | ------------- | --------- | ----------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section record count, `SC`) | | 2 | `Row Count` | `Number` | The number of body data rows in this section. You can use this number for reconciliation. | ## Sample report [#sample-report] The following example is a representative sample of an ACM file: ``` "RH",,"","T5ZEY39GC47WW",006, "FH",01 "SH",,,"T5ZEY39GC47WW","" "CH","Dispute Type","Claimant Name","Claimant Email Address","Original Transaction ID","Original Gross Debit or Credit","Original Gross Amount","Original Gross Currency","Original Fee Debit or Credit","Original Fee Amount","Original Fee Currency","Original Transaction Date","Dispute Transaction ID","Disputed Gross Debit or Credit","Disputed Gross Amount","Disputed Gross Currency","Disputed Fee Debit or Credit","Disputed Fee Amount","Disputed Fee Currency","Dispute Reason","Dispute Filing Date","Dispute Status","Dispute Case ID","Representment Rejection Reason","Original Transaction Invoice ID","Representment Evidence","Buyer Dispute Amount","Buyer Dispute Amount Currency","Buyer Comments For Transactions","Sequence Number","Item ID","Item Description","Item Dispute Reason","Item Buyer Dispute Amount","Item Buyer Dispute Amount Currency","Filing Reasons","Filing Notes","Store ID","Credit Card Chargeback Reason Code" "SC",0 "SF",0 "RC",0 "RF",0 "FF",0 ``` ## Representment rejection reason codes [#representment-rejection-reason-codes] The following codes are the valid values for the `Representment Rejection Reason` field. | Code | Description | | ----- | -------------------------------------------------------------------------------------------- | | `100` | PayPal did not receive tracking information. | | `105` | PayPal did not receive verifiable tracking information. | | `115` | PayPal did not receive signed proof of delivery. | | `120` | Invalid proof of shipment provided. | | `200` | The consumer provided proof of return to merchant. | | `205` | The consumer provided proof of attempted return to merchant. | | `210` | The consumer cancelled service prior to billing. | | `215` | The merchant did not abide by their return policy. | | `300` | Support was insufficient to show the consumer authorized the transaction. | | `305` | The consumer maintains the transaction was unauthorized. | | `400` | The merchant accepted multiple payments for a single purchase. | | `600` | Invalid proof of refund provided. | | `605` | Services were not provided to the consumer. | | `610` | According to the merchant response, the merchant accepted the chargeback liability. | | `615` | The transaction was not marked as SPP eligible. | | `620` | The item violates the PayPal User Agreement. | | `625` | The merchant surcharged the consumer. | | `630` | The merchandise or services did not match the item description. | | `635` | PayPal did not receive a reply to a request for information within the required time period. | ## Representment evidence codes [#representment-evidence-codes] The following codes are the valid values for the `Representment Evidence` field. | Code | Evidence type | Description | | ---- | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- | | `0` | Not representable | Indicates that the seller does not need to provide representment for this case | | `1` | Proof of shipment | Documentation from the shipping company that shows the shipment status, shipping date, destination address, and official carrier acceptance | | `2` | Proof of refund | Documentation that proves reimbursement to the buyer | | `3` | Return address | The seller's return address for contested items | | `4` | Other | Evidence that does not fall into any other category | | `5` | Proof of delivery | Proof of delivery that shows the destination city, state, zip, delivery date, and status | | `6` | Proof of delivery with signature | Proof of delivery as described for `5` with a signature that confirms receipt | | `7` | Proof of authenticity | Proof that validates the authenticity of an item (for example, an expert appraisal for claims of counterfeiting) | ## SNAD filing reason codes [#snad-filing-reason-codes] The following codes are the valid values for the `Filing Reasons` field. These values apply only to SNAD (R2 — Not as described) disputes. | Code | Description | | ------------------------------------------------- | --------------------------------------------------------------------------------------- | | `WAT_COMPLAINT_ISSUE_DIFFERENT_CATEGORY` | Buyer received an item different from what was ordered | | `WAT_COMPLAINT_ISSUE_MISSING_QUANTITY` | Buyer received fewer items than ordered (for example, 6 of 12) | | `WAT_COMPLAINT_ISSUE_MISSING_PARTS` | Buyer received an item that is missing parts that are required for use | | `WAT_COMPLAINT_ISSUE_INTERNALLY_DAMAGED` | Buyer received an item that was internally damaged (for example, does not power on) | | `WAT_COMPLAINT_ISSUE_RUINED_FOOD_PLANTS` | Buyer received ruined food or plants | | `WAT_COMPLAINT_ISSUE_DIFFERENT_MODEL` | Buyer received the wrong model of the item purchased | | `WAT_COMPLAINT_ISSUE_TIME_SENSITIVE_LATE` | Buyer purchased a time-sensitive item that arrived late (for example, a concert ticket) | | `WAT_COMPLAINT_ISSUE_COLOR_DIFFERENCE_1` | Buyer received an item with a slight color difference | | `WAT_COMPLAINT_ISSUE_COLOR_DIFFERENCE_2` | Buyer received an item with a significant color difference | | `WAT_COMPLAINT_ISSUE_COLOR_DIFFERENCE_3` | Buyer received an item with an extreme color difference | | `WAT_COMPLAINT_ISSUE_EXTERNALLY_DAMAGED` | Buyer received an externally damaged item (for example, scratched, cracked, or stained) | | `WAT_COMPLAINT_ISSUE_SUBSTITUTE` | Buyer received a less valuable substitute for the described item | | `WAT_COMPLAINT_ISSUE_USED` | Buyer received a used item that was described as new | | `WAT_COMPLAINT_ISSUE_DIFFERENT_DESIGN_PATTERN` | Buyer received an item with a different design than described | | `WAT_COMPLAINT_ISSUE_DIFFERENT_MATERIAL` | Buyer received an item that was made of a different material than described | | `WAT_COMPLAINT_ISSUE_COPY_OF_ORIGINAL` | Buyer received a copy instead of an original (for example, a bootleg recording) | | `WAT_COMPLAINT_ISSUE_IMITATION` | Buyer received a counterfeit item (for example, a fake handbag or watch) | | `WAT_COMPLAINT_ISSUE_SHIPPING_COST` | Buyer disputes the shipping cost | | `WAT_COMPLAINT_ISSUE_SALES_TAX` | Buyer disputes the sales tax charges | | `WAT_COMPLAINT_ISSUE_DG_CONTENT_NOT_AS_DESCRIBED` | Buyer received a digital goods item and was not satisfied with the content | | `WAT_COMPLAINT_ISSUE_DG_RECEIVED_WRONG_ITEM` | Buyer received a digital goods item that is completely different from what was ordered | | `WAT_COMPLAINT_ISSUE_DG_TECHNICAL_ISSUES` | Buyer had technical issues during the purchase of a digital good | | `WAT_COMPLAINT_ISSUE_DG_OTHER` | Buyer had other issues during the purchase of a digital good | | `WAT_COMPLAINT_ISSUE_REASON_CATEGORY` | Buyer received an item of a different version than described | ## Chargeback use cases [#chargeback-use-cases] The following use cases illustrate the reporting flows for different chargeback scenarios. Each table shows the activity across the ACM, STL, and TDR reports. > **Info:** In all tables, > > **Merchant cash** > > represents cash movement from the partner to the merchant, and > > **Partner cash** > > represents cash movement from PayPal to the partner. ### Use case 1: Chargebacks without representment [#use-case-1-chargebacks-without-representment] This use case shows the baseline reporting pattern when a chargeback is filed and processed. It includes [full](#full-chargeback), [partial](#partial-chargeback), and [credit](#credit-chargeback) chargeback variants. #### Full chargeback [#full-chargeback] In this scenario, the merchant receives a chargeback notice but does not submit representment within the response window. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ----------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | 1. The buyer files a dispute through their issuing bank or directly with PayPal. 2. A case is created in PayPal. Funds are recovered from the merchant's account (T1201 in the STL, T0106 for the fee). The ACM status is set to `S1`. The 12-day response window begins. 3. If no representment is received, no further activity appears in the STL or ACM. #### Partial chargeback [#partial-chargeback] In this scenario, only a portion of the original transaction amount is disputed, resulting in a partial fee reversal. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ----------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($50) | $1.45 | | | | Chargeback processed | TDR, STL | `T1201` | ($50) | $1.45 | ($48.55) | ($48.55) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | Only the partial amount is recovered. Partial chargebacks result in a partial fee reversal. The ACM chargeback amount reflects the partial amount. #### Credit chargeback [#credit-chargeback] In this scenario, the original transaction was a refund or credit, and a chargeback is filed against it, which reverses the credit to the merchant. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ----------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T11XX` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback initiated | ACM | `S1` | $100 | ($3.20) | | | | Chargeback processed | TDR, STL | `T1201` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | In a credit chargeback, funds are returned to the merchant's account. The chargeback event is logged as a credit money movement. ### Use case 2: Chargebacks with representment [#use-case-2-chargebacks-with-representment] This use case shows how reporting changes when the merchant submits representment evidence and PayPal applies a provisional credit. #### Standard representment [#standard-representment] In this scenario, the merchant submits evidence within 12 days, and PayPal accepts the evidence, which results in a provisional credit. No further activity is reported in the STL or ACM. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ---------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | #### Partial chargeback representment [#partial-chargeback-representment] In this scenario, the merchant represents only a partial chargeback, and PayPal provisionally credits the represented amount. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ---------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($50) | $1.45 | | | | Chargeback processed | TDR, STL | `T1201` | ($50) | $1.45 | ($48.55) | ($48.55) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $50 | ($1.45) | | | | Provisional credit processed | TDR, STL | `T1202` | $50 | ($1.45) | | $48.55 | #### Partial representment of a full chargeback [#partial-representment-of-a-full-chargeback] In this scenario, the merchant partially represents a full chargeback, and only the represented portion receives a provisional credit. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ---------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $50 | ($1.45) | | | | Provisional credit processed | TDR, STL | `T1202` | $50 | ($1.45) | | $48.55 | ### Use case 3: Representment rejection and credit reversal [#use-case-3-representment-rejection-and-credit-reversal] This use case shows the reporting flow when PayPal rejects representment evidence and reverses the provisional credit. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ---------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | | Representment rejected | ACM | `S3` | ($100) | $3.20 | | | | Rejection processed | TDR, STL | `T1207` | ($100) | $2 | ($96.80) | ($96.80) | If the representment evidence is insufficient, the PayPal agent rejects it. The ACM status is set to `S3` and a representment rejection debit is added to the STL as `T1207`. No chargeback handling fee accompanies representment rejections. ### Use case 4: Second chargeback for the same transaction with a different reason [#use-case-4-second-chargeback-for-the-same-transaction-with-a-different-reason] If a second chargeback is received for a different reason, PayPal creates a new case. Second chargebacks are not charged an additional chargeback handling fee. The PayPal Case ID may or may not change in the ACM for second chargebacks. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ---------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($2) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | | Second chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Second chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | ### Use case 5: Chargeback cancellation [#use-case-5-chargeback-cancellation] This use case shows how cancellation events are reported, including outcomes before and after representment is submitted. #### Cancellation prior to representment [#cancellation-prior-to-representment] The buyer or a PayPal agent cancels the case. The ACM status is set to `S4`. A chargeback reversal credit equal in value to the original debit is included in the STL as `T1208`. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | --------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Consumer cancels chargeback | N/A | | | | | | | Chargeback refund | ACM | `S4` | $100 | ($3.20) | | | | Credit processed | TDR, STL | `T1208` | $100 | ($3.20) | $96.80 | $96.80 | #### Cancellation after representment [#cancellation-after-representment] The chargeback is cancelled after representment has been submitted and a provisional credit has been applied. When the buyer cancels after the representment is received, no additional credit or reversal is processed, the provisional credit that was already applied remains. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | --------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | | Consumer cancels chargeback | N/A | | | | | | ### Use case 6: Other chargeback scenarios [#use-case-6-other-chargeback-scenarios] This use case covers less common timelines, such as late representments and second representments after an initial rejection. #### Representment after the response window (good faith) [#representment-after-the-response-window-good-faith] In this scenario, the merchant submits representment after the 12-day response window expires, which PayPal accepts on a good-faith basis. A representment submitted after the 12-day window is accepted for PayPal review on a good-faith basis but is rejected if the evidence is insufficient. The ACM status is set to `S3` and a rejection debit is added to the STL as `T1207`. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ------------------------------------ | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment resolved (out of time) | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | ($100) | $3.20 | $96.80 | $96.80 | | Representment rejected | ACM | `S3` | ($100) | $3.20 | | | | Rejection processed | TDR, STL | `T1207` | ($100) | $3.20 | ($96.80) | ($96.80) | #### Representment rejected and second representment received [#representment-rejected-and-second-representment-received] After an initial representment rejection, the partner provides a second representment. If the evidence is again insufficient, or PayPal cannot resolve the dispute with the buyer or issuing bank, the representment is rejected (ACM `S3`, STL `T1207`). No further representment is allowed after this point. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ----------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | ($100) | $3.20 | $96.80 | $96.80 | | Representment rejected | ACM | `S3` | ($100) | $3.20 | | | | Rejection processed | TDR, STL | `T1207` | ($100) | $3.20 | ($96.80) | ($96.80) | | Second representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | ### Use case 7: Chargeback adjustment (correction) [#use-case-7-chargeback-adjustment-correction] This use case shows correction flows when previously reported debit or representment amounts need to be adjusted and reissued. #### Incorrect debit amount (S1 correction) [#incorrect-debit-amount-s1-correction] When PayPal determines that an error was made in the original chargeback amount, a `S5` adjustment notice is sent in the ACM, and a credit that is equal to the original debit is sent in the STL as `T1208` (including a handling fee credit using `T0106`). The chargeback is then reissued with corrected data, and a new `S1` notice is issued. | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ------------------------------ | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Chargeback credit (adjustment) | ACM | `S5` | $100 | ($3.20) | | | | Credit processed | TDR, STL | `T1208` | $100 | ($3.20) | $96.80 | $96.80 | | Handling fee credit | TDR, STL | `T0106` | $10 | $0 | $10 | $10 | | Chargeback reissued | ACM | `S1` | ($10) | $0.59 | | | | Chargeback processed | TDR, STL | `T1202` | ($10) | $0.59 | ($9.41) | | | Handling fee | TDR, STL | `T0106` | $10 | $0 | $10 | $10 | #### Incorrect representment amount (S2 correction) [#incorrect-representment-amount-s2-correction] | Activity | Reports | Code | Gross txn amt | Fee amt | Merchant cash | Partner cash | | ----------------------------- | -------- | ------- | ------------- | ------- | ------------- | ------------ | | Original sale | TDR, STL | `T00XX` | $100 | ($3.20) | $96.80 | $96.80 | | Chargeback initiated | ACM | `S1` | ($100) | $3.20 | | | | Chargeback processed | TDR, STL | `T1201` | ($100) | $3.20 | ($96.80) | ($96.80) | | Chargeback handling fee | TDR, STL | `T0106` | ($10) | $0 | ($10) | ($10) | | Representment received | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $10 | ($0.59) | | $9.41 | | Chargeback debit (adjustment) | ACM | `S5` | ($10) | $0.59 | | | | Debit processed | TDR, STL | `T1208` | ($10) | $0.59 | ($9.41) | ($9.41) | | Representment reissued | ACM | `S2` | $100 | ($3.20) | | | | Provisional credit processed | TDR, STL | `T1202` | $100 | ($3.20) | | $96.80 | When an error is found in the representment amount, a `S5` adjustment debit is sent in the STL as `T1208`, equal in value to the incorrect credit. The representment is then reissued with the correct amount. ## Related content [#related-content] * [Access SFTP reports](/reports/access/) * [Settlement report](/reports/settlement/) * [Transaction Details report](/reports/transaction-detail/) * [PayPal-supported currencies](/reports/reference/supported-currencies/) * [T-codes](/reports/reference/t-codes/)