What is a chargeback, and why did I get one?

When a customer files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund.

A customer might file a chargeback because they:

• Didn’t receive their item.
• Received a damaged or defective item.
• Don’t recognise a credit card charge.
• Were charged more than once for something
• Didn’t authorise a payment.

If you receive a chargeback, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Centre. It typically takes 30 days for us to dispute the chargeback, and it may take your buyer's card company up to 75 days to resolve a chargeback and come to a final decision.

Here is how to resolve a chargeback complaint:

1. Go to the Resolution Centre.
2. Click Respond under “Action” next to your case.
3. Read the status details of the complaint and click Resolve Chargeback Now.
4. Choose one of the below options listed to resolve the chargeback:

• Provide valid tracking information in order to dispute the chargeback received.
• Provide valid proof of a refund (either within or outside of PayPal) in order to dispute the chargeback.
• Accept liability for the chargeback.

5. Provide evidence for dispute (other than tracking information).
6. Click Continue and follow the instructions provided.

A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

PayPal charges a fee (based on the currency received) to the seller when the buyer files a chargeback with his/her credit card issuer.

If the transaction is protected by Seller Protection Policy, PayPal will cover the amount of the chargeback and waive the chargeback fee. You can view the chargeback fee and process in our User Agreement.