PayPal Dispute Resolution

If you pay for an item using PayPal and there is a problem with the transaction, you can follow the PayPal Dispute Resolution process to reach a speedy conclusion with your trading partner. By opening a dispute, you are asking the seller to help you resolve the problem.

When to open a dispute

1. If you still haven't received the item you purchased.
2. If the item you received was significantly not as described by the seller.

  Note: Make sure you've allowed sufficient time for postage before filing a dispute.

How to open a dispute

1. Log into your PayPal account.
2. Select the Resolution Centre tab.
3. Click on Report a problem. Then click on Report a problem again.
4. Click on Item dispute then Continue.
5. Enter or select the PayPal Transaction ID for the transaction you would like to dispute.
6. Review the information and select a reason for the dispute.
7. Enter the details of the transaction, enter your message to the seller and click Continue.

  Please note: You have up to 45 days after the payment date to open a dispute.

What if the seller is non-responsive?

If you feel you can't work out a resolution with the seller, you can escalate the dispute to a claim - as long as it is within 20 days of the date the dispute was opened.

By escalating to a claim, you are asking PayPal to investigate the case and decide the outcome based on evidence supplied by you and the seller.

How do I make a claim?

Once you have created a dispute, simply log into your PayPal account and go to the Resolution Centre. Choose the case you opened and use the options available to escalate it to a claim.