How do I respond to ‘Item Not Received’ and ‘Significantly Not As Described’ disputes?

As a seller, you should respond to a buyer when they open disputes relating to an item they haven’t received or is not as described. We recommend this as a best practice to ensure a good customer experience.

We'll place the disputed amount on hold during the review, but you can continue using your PayPal account as usual.

Dispute stage

To resolve a dispute with the other party, you have 20 days to exchange messages using your Resolution Center. Disputes are closed automatically after 20 days unless you or the buyer escalate it.

Claim stage

Either party can escalate a dispute to a claim. By escalating it to a claim, you ask us to investigate and decide the outcome.

We usually decide within 10 days, but sometimes it can take longer.

In exceptional circumstances, we may provide you more time to respond to a case once it’s been escalated.

Here's how to respond to your buyer’s dispute:

1. Go to your Resolution Center. 
2. You’ll find a list of disputes you’ve received here. Select the dispute needing your response.
3. You must respond within the first 10 days following a dispute creation. If you don’t respond within these 10 days and the buyer escalates it to a claim, we will resolve the case in the buyer's favor.
4. We'll share your response and supporting information with the buyer. If the buyer escalates the dispute, we won’t ask you for your supporting information again, as we’ll record it on the dispute for any further review.
5. You should continue to engage with the buyer and provide offers where you see fit. 

Documents or info that you need to submit:

• a third-party shipping receipt
• tracking number - or a signature confirmation
• proof of refund
• other evidence to show the buyer has received the item, or downloaded your products (in the case of digital goods)

Tips:

• Continue engaging positively with the buyer. Building trust may encourage them not to escalate the dispute further.
• Submit your responses and supporting evidence promptly, as this information is time sensitive.
• Check your emails and Resolution Center regularly for updates or further requests from our team

Appeals stage

You can appeal the outcome of a claim in the Resolution Center within 10 days of its closure.

Please note that if you don’t respond during the claim stage, you won’t be eligible for an appeal.

Here’s how to appeal the decision of a case:

1. Go to the Resolution Center.
2. Go to the closed cases tab or search for the case.
3. Open the case you want to appeal and click Appeal Outcome.