PayPal Seller's Guide Dispute / Unauthorized activity claim

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How to respond to a chargeback

Step 1 - Receive notification of chargeback

By filing a chargeback, buyers ask their credit card issuer to reverse an approved transactionA charge that has been processed and paid through PayPal.. Common reasons for chargebacks include:

An item was paid for but never received.
An item received was significantly different than described.
An item was damaged in shipping.
A credit card number was used fraudulently.

The credit card issuerThe bank, credit card company, credit union, etc., that issues a credit/debit card., not PayPal, decides whether a chargeback is valid. However, we may be able to help you dispute unwarranted chargebacks.

When you follow the guidelines of our Seller Protection Policy, you are protected against fraudulent chargebacks.


Step 2 - Review chargeback details right away

In the Resolution CenterLocated in My Account, the PayPal resource for resolving issues between buyers and sellers., click Resolve next to the transaction to review the chargeback details.

If you agree with the buyer, you can accept liability and return the funds to the buyer from your PayPal account.

If you think the chargeback is unwarranted, we can help you make a case to present to the credit card issuer.

The card issuer sets the timeframe for disputing chargebacks. If you don't respond within 10 days, we may not be able to help you try to recover the funds.

We hold all fundsRestricting the funds associated with a dispute so they cannot be withdrawn from a buyer's or seller's PayPal account. associated with the transaction until the chargeback is resolved.


Step 3 - Card issuer makes its final decision

Once you've provided all necessary information, we present your case to the card issuer.

It can take 75 days or more for the card issuer to review and decide the case.

The card issuer, not PayPal, makes the final decision.

If the case is decided in your favor, all held funds are released.

We notify you when the card issuer makes its final decision.






How to respond to a disputed transaction

Step 1 - Receive notification of dispute

By opening a disputeA buyer asks for a seller's help in resolving an issue with a transaction., a buyer is asking for your help to resolveA buyer and seller come to an agreement and close the case, or PayPal comes to a decision and closes the case. a problematic transaction before escalating it to a PayPal claimA buyer or seller asks PayPal to review a dispute and decide the outcome. or filing a credit card chargebackA buyer asks a card issuer to reverse a charge.. Common reasons for opening a dispute include:

They haven't received the purchased item.
The item received is significantly different from your description.

You can communicate directly with the buyer to clear up any misunderstandings and resolve the issue. If you agree to a solution, PayPal protects you if the buyer later files a chargeback.



Step 2 - Negotiate to resolve dispute

Once a dispute is opened, you and the buyer have 20 days to resolve it or escalate to a PayPal claim.

You can review the buyer's message and post a reply in the Resolution CenterLocated in My Account, the PayPal resource for resolving issues between buyers and sellers.. This is your opportunity to communicate directly and resolve the issue. Communicate clearly and include suggestions about how you can resolve the dispute, such as through a full or partial refund.

PayPal can view all posted messages in case the dispute is escalated to a claim.

We hold all fundsRestricting the funds associated with a dispute so they cannot be withdrawn from a buyer’s or seller's PayPal account. related to the transaction until the dispute is resolved or closedTo end a dispute or claim. A closed dispute cannot be reopened or escalated to a claim. We automatically close disputes after 20 days unless they have been escalated to a PayPal claim.. The buyer is less likely to escalate a dispute to a PayPal claim if you are working together on a solution.


Step 3 - Dispute is closed or escalated to a claim

The buyer can close a dispute at any time if you reach an agreement.

If you are unable to resolve the issue, you or the buyer may escalate it to a PayPal claim within 20 days of opening the dispute. We automatically close disputes after 20 days. A closed dispute cannot be reopened or escalated to a PayPal claim.

The buyer is less likely to escalate a dispute to a PayPal claim if you are working together on a solution.


Step 4 - We investigate and resolve claim

By escalating a dispute to a claim, you or the buyer is asking PayPal to review it and decide the outcome.

We try to resolve cases within 30 days, but complex cases may take longer to investigate, deliver a final decision, release any funds, and close the case.

You and the buyer may be subject to specific deadlines for new information. We use the messages exchanged in the Resolution Center, along with other details, to determine the outcome.

You can track the progress of your claim and respond to requests for information in the Resolution Center.

We notify you when we come to a final decisionPayPal's decision resolving and closing the case..


How to respond to an unauthorized activity claim


Step 1 - Respond promptly to notification

Buyers who believe there has been unauthorized activityPayPal transactions or other account activity that the buyer or seller did not approve. in their account can file a claimPayPal reviews a dispute and decides the outcome. in the Resolution CenterLocated in My Account, the PayPal resource for resolving issues between buyers and sellers..

If you are notified of a claim for unauthorized activity, you must review the claim details in the Resolution Center and respond within 7 days.

If you haven't shipped the item, you can refund the buyer's payment. If you have already issued a refund, you can provide PayPal with proof of the refund. You can also go to the Resolution Center to provide information to help resolveA buyer and seller come to an agreement and close the case, or PayPal comes to a decision and closes the case. the claim.

We hold all fundsRestricting the funds associated with a dispute so they cannot be withdrawn from a buyer’s or seller's PayPal account. for the transaction in question while we investigate the claim.


Step 2 - We investigate and resolve claim

After careful review of the buyer's account activity and any information you provide, we reach a final decision and closeTo end a dispute or claim. A closed dispute cannot be reopened or escalated to a claim. We automatically close disputes after 20 days unless they have been escalated to a PayPal claim. the case.

While most claims are resolved within 30 days, complex cases may take longer.

If the case is decided in your favor, the funds that were held are released to your account.

You can track the progress of your claim and respond to requests for information in the Resolution Center.

We notify you when we come to a final decisionPayPal's decision resolving and closing the case..

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[AutomaticKalashnikov1947]

looks like most of it was copy and pasted from paypal's site without permission.. but ty