Dispute Detail Custom report

The Dispute Detail Custom report provides merchants and processing partners with regular operational information about all claims made against their PayPal account, along with the current status of each claim. Use this report to:

• 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.

This report is available to approved merchants, cart integration partners, and payment processing partners. To request access, contact your PayPal account manager or PayPal customer support.

Prerequisites

Before using this report, review these important requirements and considerations:

• The report is available in CSV (.csv) or tab-delimited (.tab) format.
• The report uses UTF-8 character encoding.
• The report is generated and placed on the SFTP server every 24 hours.
• Fields in this report that contain money amounts are unsigned, and they include no currency symbol, decimal separator, or other punctuation. For example, 100 yen and $1.00 USD are both represented as 100. Use the Transaction Debit or Credit or Fee Debit or Credit column to determine the direction of the amount of money that moved.
• All fields of type Varchar are surrounded by double quotation marks, regardless of the field delimiter. Double quotation marks inside a field are represented as two consecutive double quotation marks.
• Some fields can contain spaces. This is indicated in the descriptions of applicable fields.

Report file names

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

Single account

Reports for single accounts follow this naming convention.

<userSpecifiedName>_<YYYYMMDDHHMMSS>_<YYYYMMDDHHMMSS>_<executionType>_<fileCount>.csv

Multiple Account Management

Reports for accounts using Multiple Account Management follow this naming convention.

<userSpecifiedName>_<YYYYMMDDHHMMSS>_<YYYYMMDDHHMMSS>_<windowName>_<executionType>_<fileCount>.csv

Report format

Single-file reports and multi-file reports have different formats, as described in the following sections.

Single-file report structure

Each row of the report consists of a 2-letter row type, followed by the details for that row type. A report file with fewer than 100,000 records and a single section is organized as follows.

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.

Report header

The report header contains metadata about the report, including the generation date, reporting window, and account ID.

Report footer

The report footer contains the total row count across all files.

Report record count

File header

Each file in the report has a file header, even if the report contains only 1 file.

File footer

Each file in the report has a file footer, even if the report contains only 1 file.

Section header

The section header identifies the start of a new account section within the report.

Section body

The section body contains one row for each claim event. Before the first data row, a column header row (CH) lists the name of each field.

Section footer

Section record count

Field specifications

The following sections describe all fields that are available in the section body, organized into these categories. The report itself does not include the categories.

• Case fields
• Transaction fields
• Buyer fields
• Retail fields

Case fields

Case fields contain data about the dispute or claim. They are either generated by PayPal or passed by the merchant to identify the case.

Transaction fields

Transaction fields contain data about the original payment transaction that was associated with the case.

Buyer fields

Buyer fields contain information about the buyer that is associated with the case.

Retail fields

Retail fields contain information about the store or terminal where the transaction occurred. These fields apply to point-of-sale transactions only.

Outcome reasons

The following topics describe all possible values for the Final Outcome Reason field, organized by outcome type.

Win

The following list includes the possible reasons for a case to be closed with a final outcome of Win for a seller.

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

Refund

The following list includes the possible reasons for a case to be closed with a final outcome of Refund.

• The buyer received a partial refund. The amount has been withdrawn from your PayPal account. This case is closed.
• This case is closed, because 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, because the buyer has received the replacement item.
• You issued a refund.

Cancelled

In this circumstance, the buyer filed a dispute but later cancelled it, which closed the case with a final outcome of Cancelled.

Loss

The following list includes the possible reasons for a case to be closed with a final outcome of Loss for a seller.

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

Version history

The following table lists the version history for this report specification.

Related content

• Access SFTP reports
• Case report (ACM)
• T-codes