Dispute management

Q: How will I know if a customer has filed a dispute?

If one of your customers files a dispute, you will receive an email and a notification in your Business account letting you know. You can also view open cases and catch up on recent activity in the Resolution Center at any time. Learn more about the Resolution Center.

Q: What can I do to help avoid disputes?

Adding a personalized customer service message to your profile can help. Learn how to add a customer service message. Add tracking info to transaction records when you ship a product to a customer. If you use PayPal Shipping Center, tracking info is automatically added to the transaction record. Learn more about Shipping Center.

Q: What’s the difference between a chargeback and a reversal?

A chargeback involves a purchase made with a credit card; a reversal involves a purchase made with a transfer from a bank account (ACH). Claims for a chargeback or reversal typically occur due to suspected unauthorized use of a credit card or bank account.

Q: Can I manage disputes in my website?

Yes, with our Disputes API your customers can submit claims and report issues right on your website. This is a good fit for merchants who experience high dispute volume and have developer resources. Integration and customization involves some setup and coding. Read more about Disputes API integration.

Q: I do a lot of business on a marketplace. Can my customers contact me there?

Yes, you can enable an option for customers who visit the PayPal Resolution Center to be redirected to the marketplace. To turn this option on, contact our sales team. If the dispute doesn’t get resolved in the marketplace, they can always come back to PayPal to file a dispute.

Disputes happen.

We can help you handle them.

Don’t let disputes get you down. We’re here to help resolve issues with customers and help you avoid costly chargebacks. It all starts with a Business account.

Get in touch, 1-844-823-9382.

Smiling business owner managing a dispute on his laptop in his woodworking shop

Dispute management

you can trust

All you need to know in one place

Track and manage all case activity in one dashboard from our Resolution Center.

Convenience for you and your buyers

Buyers can easily let you know about an issue. And it’s simple to submit info for transactions that are eligible for Seller Protection. Limits apply

Valuable insights

Dig into your disputes data with our reporting tools that can help you discover trends, spot opportunities, and improve for the future.

Resolve disputes on your website

Provide an optional customized dispute resolution experience right on your website. Learn more about Disputes API

How to go from dispute to resolution

If a customer raises an issue

You’ve got 20 days to try to resolve things with your customer.¹

If you can’t work it out

Either you or your customer can turn the dispute into a claim and submit related info or supporting documentation. That’s where we come in to help.

We’ll make the decision

We’ll review the information you and your customer provided in the claim to make the final call.

Don’t agree? You can always appeal

If the claim is decided in favor of the customer, you can file an appeal to revisit the decision.

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Note: Your funds may be temporarily unavailable during a dispute. We’ll hold onto them for you while you try to work things out.

Disputes, claims, and chargebacks? No sweat

If you get a dispute, don’t worry. It’s part of doing business. And it’s our business to help you resolve it.

Be the first to know

Our notifications and emails will alert you when there’s something that needs your attention. We can even let you know about a questionable transaction that is likely to result in a chargeback—giving you an opportunity to respond and avoid the chargeback fees.

Stay on top of your activity

Easily find a case and any status info you need by using the search function and filters in the Resolution Center. You can also spot trends and track case progress.

Connect with your customers

One of the simplest ways to resolve a dispute with your customers is to communicate with them. Conversations between you and your customers are easy, secure, and hassle-free in our Resolution Center.