What's the difference between a dispute and a claim?

A buyer can open an Item Not Received (INR) or Significantly Not as Described (SNAD) dispute in their Resolution Center if their order doesn't arrive or isn’t as described.

In a dispute, the buyer and seller have 20 days to exchange messages in the Resolution Center to try to solve the problem. For example, the buyer can ask for a refund, ask the seller to resend the item or arrange a return. In a dispute, PayPal doesn’t get involved or decide the outcome.

To ask PayPal to investigate the case and decide the outcome, the dispute must be escalated to a claim within 20 days. Either the buyer or seller can escalate a dispute to a claim.

The time it takes us to decide the outcome of a claim can vary. It depends on whether we need more information or not, and how quickly both parties respond to our inquiries. We usually reach a decision within 14 days, but some cases can take 30 days or longer.