Resolving a dispute with your seller.

In the unlikely event that you purchase an item but it never arrives; you did not authorize the purchase or your order arrives but turns out different, we’ll help you resolve it and get your money back.

Try to communicate directly with the seller to resolve the problem.

Close the dispute if it’s resolved. If the problem persists, escalate it to a claim and we’ll step in to help.

Here’s what you can do.

Check your item delivery status using the tracking number or contact the seller’s customer service. Sometimes unexpected delays happen due to weather conditions or customs issues
Make sure that the suspicious activity you observe isn’t from a family member using your account without your knowledge, or from a recurring payment such as a monthly subscription
Provide the details about the issue to help us decide on the best solution to resolve it

Here’s how we can help.

If an issue can’t be resolved, escalate it to PayPal as a claim and we’ll step in to help resolve it
We’ll investigate and gather additional information before reaching a decision, usually within 30 days
The money will be refunded to you if the claim is decided in your favor

Every purchase matters.

Shop with peace of mind with our Buyer Protection program. We will refund the full amount if an eligible item doesn’t show up or shows up significantly different than described.

More about Buyer Protection

Frequently asked questions

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Center if you didn’t receive an item you ordered or the item you ordered arrives and is significantly different to how it was originally described. Terms and limitations apply.

If you didn’t authorize the purchase, you can file a dispute in our Resolution Center within 60 days of payment. By filing a dispute, you can communicate directly with your seller to work out a problem transaction. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement.

How do I escalate a dispute to a claim?

If you couldn’t resolve your dispute by communicating with the seller, you can ask us to investigate by escalating the dispute to a claim within the Resolution Center. We’ll review the case and decide if you’re eligible for a refund. You have 20 days from the date the dispute is opened to escalate a dispute to a PayPal claim. To check the status of your claim, log in to your account and go to the Resolution Center.

What is the difference between a dispute and a claim?

Dispute:
By opening a dispute, you’re asking the seller to resolve a problem with a transaction. You can communicate with each other by posting messages in the Resolution Center until you reach an amicable solution.
Claim:
If you can’t resolve a dispute, you can escalate it to a claim within 20 days from the date the dispute is opened. Either the buyer or the seller can escalate the dispute. By escalating, you’re choosing not to communicate any further with the other party and asking PayPal to investigate the case and decide the outcome.

What items are not covered under Buyer Protection?

There are some transactions that we don't cover, including but not limited to payments for: Intangible items such as digital goods Real estate ServicesVehiclesIndustrial machineryItems which you collect in person
In addition, items prohibited in our User Agreement are ineligible for Buyer Protection.

How long does it take to investigate my claim?

Most claims are investigated within 10-14 days or less. In a minority of cases, we can require up to 30 days (or longer) to decide the outcome of a claim.