# Dispute Detail Custom report (/reports/dispute-detail-custom) 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](https://www.paypal.com/us/smarthelp/contact-us). ## Prerequisites [#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. > **Warning:** To maintain backward compatibility, read the report data by column header name > instead of column index. ## 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. ``` ____.csv ``` | Field | Description | | ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | `userSpecifiedName` | The name that you specify when you save the report template | | `YYYYMMDDHHMMSS` (first) | The start date and time of the data range filter | | `YYYYMMDDHHMMSS` (second) | The end date and time of the data range filter | | `executionType` | How the report was generated: `O` (Run Now) or `S` (scheduled batch run) | | `fileCount` | The sequence number of this file, 2 digits, right-justified and zero-filled, beginning with `01`. Always present, even if there is only 1 file. | ### Multiple Account Management [#multiple-account-management] Reports for accounts using Multiple Account Management follow this naming convention. ``` _____.csv ``` | Field | Description | | ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `userSpecifiedName` | The name that you specify when you save the report template | | `YYYYMMDDHHMMSS` (first) | The start date and time of the data range filter | | `YYYYMMDDHHMMSS` (second) | The end date and time of the data range filter | | `windowName` | 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 | | `executionType` | How the report was generated: `O` (Run Now) or `S` (scheduled batch run) | | `fileCount` | The sequence number of this file, 2 digits, right-justified and zero-filled, beginning with `01`. Always present even if there is only 1 file. | ## 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] 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. | Row type | Description | | -------- | ----------------------- | | `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 | | `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 | ### Report header [#report-header] The report header contains metadata about the report, including the generation date, reporting window, and account ID. | 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: `YYYY/MM/DD 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 | ### Report footer [#report-footer] The report footer contains 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 section body records in the report | ### 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 sequence number of this file in the report. 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. | 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: `YYYY/MM/DD 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: `YYYY/MM/DD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | 4 | `Account ID` | `Varchar` | The encrypted PayPal account number | ### Section body [#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. > **Success:** For details about all of the available fields in the section body, see [Field > specifications](#field-specifications). | Position | Column name | Data type | Description | | -------- | ------------- | --------- | ---------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section body, `SB`) | | 2+ | — | — | See [Field specifications](#field-specifications) for all available section body fields. | ### Section footer [#section-footer] | Position | Column name | Data type | Description | | -------- | ------------- | --------- | -------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section footer, `SF`) | | 2 | `Row Count` | `Number` | The total number of section body records in this section | ### Section record count [#section-record-count] | Position | Column name | Data type | Description | | -------- | ------------- | --------- | ---------------------------------------------------------------------------------------------- | | 1 | `Column Type` | `Literal` | The column type (section record count, `SC`) | | 2 | `Row Count` | `Number` | The total number of body data rows in this section. You can use this value for reconciliation. | ## Field specifications [#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](#case-fields) * [Transaction fields](#transaction-fields) * [Buyer fields](#buyer-fields) * [Retail fields](#retail-fields) ### Case 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. | Field name | Data type | Description | | --------------------------------- | ------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `Case ID` | `Varchar(18)` | The unique case ID generated by PayPal. Use this ID when you discuss a case with PayPal support. Cannot be blank. | | `Case Type` | `Text` | The type of case: `Bank Return`, `Chargeback`, `Claim`, `Dispute`, `Reversal/Temporary Hold`, or `Unauthorized` | | `Case Reason` | `Text` | The systemic reason for the case: `Charge not recognized`, `Credit not processed`, `Duplicate payment`, `Inquiry - ACHReturn`, `Item not received`, `Item not received - ACHReversal`, `Merchandise`, `Merchandise - ACHReversal`, `Not as described`, `Other`, `Processing error`, `Recurring payment cancelled`, `Unauthorized`, `Unauthorized - ACHReversal`, or `Unauthorized - ATO` | | `Case Filing Date` | `Date-time` | The date when the case was originally filed with PayPal, in this format: `YYYY/MM/DD HH:MM:SS offset`. Track this date to monitor how much time remains for a response. | | `Case Status` | `Text` | The current status of the case: `Being reviewed by PayPal`, `Case closed`, `Eligible for appeal`, `Open`, `Waiting for buyer's response`, or `Waiting for seller's response` | | `Disputed Amount` | `Numeric` | The amount that the buyer disputed. May be less than the original transaction amount for a partial dispute. | | `Disputed Currency` | 3-character [currency code](/api/codes/currency) | The currency of the disputed amount. Always matches the currency of the original payment. | | `Disputed Transaction ID` | `Varchar(24)` | The unique 17-character transaction ID that was generated at the time of money movement for this case. If no money movement is associated with the transition in the specified timeframe, the report includes all previous money movement transaction IDs as comma-separated values. | | `Money Movement` | `Text` | Indicates whether PayPal moved money into or out of your account: `Credit`, `Debit`, `On temporary hold`, `No impact`, or `Temporary hold released` | | `Settlement Type` | `Text` | The mode that was used to return money to the buyer: `Adjustment`, `Refund`, `Partial Refund`, or `Reversal` | | `Outcome` | `Varchar(3000)` | The outcome description that PayPal customer support entered, or the comment that the buyer or seller provided. Can be blank. | | `Response Due Date` | `Date-time` | The date by which you must respond to the case, in this format: `YYYY/MM/DD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. | | `Seller Protection` | `Text` | The Seller Protection status: `Eligible` (protected for Unauthorized Payment and Item Not Received), `Partially Eligible Unauth Only` (protected for Unauthorized Payment only), or `Ineligible` (not protected) | | `Seller Protection Payout Amount` | `Numeric` | The amount that PayPal paid to the buyer on the seller's behalf under Seller Protection coverage | | `Seller Protection Currency` | 3-character [currency code](/api/codes/currency) | The currency of the `Seller Protection Payout Amount` | | `Buyer Comments` | `Text` | Comments that the buyer provided when they filed the case in the [PayPal Resolution Center](https://www.paypal.com/resolutioncenter). | | `Chargeback Reason Code` | `Varchar(32)` | The card-issuer-specific reason code for the chargeback. Format varies by card issuer. | | `Final Case Outcome` | `Text` | The final outcome of the case: `Win`, `Loss`, `Refund`, or `Cancelled`. For definitions of these terms, see [Outcome reasons](#outcome-reasons). | | `Final Outcome Reason` | `Text` | The reason for the final outcome. For the complete list of options, see [Outcome reasons](#outcome-reasons). | | `Final Settled Amount` | `Numeric` | The final amount that was settled when the case closed with money movement. If `0`, no money movement occurred. | ### Transaction fields [#transaction-fields] Transaction fields contain data about the original payment transaction that was associated with the case. | Field name | Data type | Description | | ----------------------------- | -------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `Transaction ID` | `Varchar(24)` | The PayPal-generated transaction ID for the money movement event. If blank, the case is not associated with money movement. | | `Invoice ID` | `Varchar(127)` | The invoice ID that the merchant set for the 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. | | `PayPal Reference ID` | `Varchar(24)` | The encrypted ID of a related, existing transaction or event that this transaction referenced. Can be blank. | | `PayPal Reference ID Type` | `Varchar(24)` | The type of reference ID: `ODR` (Order ID), `TXN` (Transaction ID), `SUB` (Subscription ID), or `PAP` (Preapproved payment ID). Can be blank. | | `Transaction Initiation Date` | `Date-time` | The date and time the transaction was initiated, in this format: `YYYY/MM/DD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. Max length: 25 characters. Can be blank. | | `Transaction Completion Date` | `Date-time` | The date and time that the transaction was completed, in this format: `YYYY/MM/DD HH:MM:SS offset`. `offset` is the 5-character signed offset from GMT, for example `+0800`. Max length: 25 characters. Can be blank. | | `Transaction Debit or Credit` | `Varchar(2)` | The direction of money movement for the gross amount: `CR` (credit) or `DR` (debit). Cannot be blank. | | `Gross Transaction Amount` | `Money(26)` | The payment amount before fees. For transactions that do not include fees, the net amount is the same as the gross amount. Can be blank. | | `Gross Transaction Currency` | `Varchar(3)` | The currency of the transaction. Cannot be blank. | | `Fee Debit or Credit` | `Varchar(2)` | The direction of money movement for the fee: `CR` (credit) or `DR` (debit). Can be blank. | | `Fee Amount` | `Number(26)` | The fees that are associated with the transaction. Fees are never amortized across multiple transactions. Can be blank. | | `Fee Currency` | `Varchar(3)` | The currency of the fee. Can be blank. | | `Payment Tracking ID` | `Varchar(127)` | The unique ID that partners specified to obtain payment information or request a refund. Can be blank. | ### Buyer fields [#buyer-fields] Buyer fields contain information about the buyer that is associated with the case. | Field name | Data type | Description | | --------------------- | -------------- | -------------------------------------------------------------------------------------------- | | `Buyer Email Address` | `Varchar(127)` | The email address of the buyer. Can be blank if no payer is associated with the transaction. | | `Buyer Phone Number` | `Varchar(127)` | The phone number of the buyer. Can be blank if no payer is associated with the transaction. | | `Buyer First Name` | `Varchar(127)` | The buyer's first name as recorded in their PayPal account. Can be blank. | | `Buyer Last Name` | `Varchar(127)` | The buyer's last name as recorded in their PayPal account. Can be blank. | ### Retail fields [#retail-fields] Retail fields contain information about the store or terminal where the transaction occurred. These fields apply to point-of-sale transactions only. | Field name | Data type | Description | | ------------- | ------------- | -------------------------------------------------------------------- | | `Store ID` | `Varchar(50)` | The ID of the store where the transaction occurred. Can be blank | | `Terminal ID` | `Varchar(50)` | The ID of the terminal where the transaction occurred. Can be blank. | ## Outcome reasons [#outcome-reasons] The following topics describe all possible values for the `Final Outcome Reason` field, organized by outcome type. ### Win [#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 [#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 [#cancelled] In this circumstance, the buyer filed a dispute but later cancelled it, which closed the case with a final outcome of `Cancelled`. ### Loss [#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 [#version-history] The following table lists the version history for this report specification. | Version | Date | Description | | ------- | -------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | `1.04` | September 2020 | Converted this report specification from PDF to HTML. | | `1.03` | August 2020 | Replaced **Resolved Dispute** with **Cancelled** to be consistent with the Disputes API and Disputes report. Effective August 14, 2020. | | `1.02` | January 2020 | Corrected final outcome reason value inconsistencies. | | `1.01` | July 2019 | Minor updates. | | `1.0` | December 2018 | Initial release. | ## Related content [#related-content] * [Access SFTP reports](/reports/access/) * [Case report (ACM)](/reports/acm/) * [T-codes](/reports/reference/t-codes)