PayPal Buyer's Guide Disputes / Unauthorized activity claim

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How to file an unauthorized activity claim

Step 1 - Open dispute right away

We can help resolveA buyer and seller come to an agreement and close the case, or PayPal comes to a decision and closes the case. transactions or other account activity that you did not authorize. To file a claim for unauthorized activityPayPal transactions or other account activity that the buyer or seller did not approve., click the Report a Problem button in the Resolution CenterLocated in My Account, the PayPal resource for resolving issues between buyers and sellers..

Before filing a claim, make sure that the suspicious activity wasn't from a family member using your account or from a recurring payment, such as a subscription.

After you provide more information, we prompt you to change your password and security questions to help protect you from further unauthorized activity.



Step 2 - Initial review and request for information

We help you resolve the issue by reviewing the details of your claim. We try to resolve claims within 10 days, but some cases may take longer.

If we are able to determine during our initial review that the activity was unauthorized, we refund the amount of the transaction to your PayPal account 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 claim.

We may need to get information from any other parties involved in the transaction to help us validate your unauthorized activity claim. We notify the other party of your claim and give them 7 days to respond in the Resolution Center.


Step 3 - PayPal reviews claim and issues final decision

After gathering the necessary information, we investigate the claim, reach a final decision, and close the case.

Most claims are resolved within 30 days, but complex cases may take longer if we need additional information.

If the case is decided in your favor, the transaction amount is refunded to your credit card, bank account, or PayPal 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..




How to dispute a transaction


Step 1 - Open dispute right away

You can open a disputeA buyer asks for a seller's help in resolving an issue with a transaction. in the Resolution CenterLocated in My Account, the PayPal resource for resolving issues between buyers and sellers. to contact a seller directly and 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. You have 45 days from the payment date to open a dispute. Common reasons for opening a dispute include:

You paid for an item but haven't received it and the seller is uncooperative or nonresponsive.
You received an item that was significantly different than described.

Click the Report a Problem button in the Resolution Center to open a dispute. Then, provide more information about the issue and post a message to the seller.

Transactions older than 45 days cannot be disputed but should still be reported. PayPal tracks seller performance trends in the event we need to take action to protect other buyers.



Step 2 - Negotiate to resolve dispute

You and the seller have 20 days to resolve the dispute or escalate it to a PayPal claimA buyer or seller asks PayPal to review a dispute and decide the outcome..

The seller reviews your message and replies in the Resolution Center. This is your opportunity to communicate directly and resolve the issue by exchanging message posts. Communicate clearly and include suggestions about how to resolve the issue, such as through a full or partial refund.

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

We place a holdRestricting the funds associated with a dispute so they cannot be withdrawn from a buyer’s or seller's PayPal account. on all funds related to the transaction until the dispute is resolved or closed.



Step 3 - Close the dispute or escalate to a claim

You can 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. a dispute if you and the seller reach an agreement.

Otherwise, you can escalate the dispute to a PayPal claim within 20 days of opening the dispute. You must wait 7 days to allow for shipping before escalating a dispute to a PayPal claim for an item not received. We automatically close disputes after 20 days.

Wait until you are 100% satisfied with the resolution before closing a dispute. A closed dispute cannot be reopened or escalated to a PayPal claim.

Select the open dispute in the Resolution Center and click the desired action at the bottom of the dispute details screen to close or escalate a dispute.

We require more information from you when you escalate a dispute to a PayPal claim.



Step 4 - We investigate and resolve the claim

By escalating a dispute to a claim, you are 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 seller 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..

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