The PayPal guide to handling disputes

Wed like to help buyers and sellers understand the dispute process and use the PayPal Resolution Center to resolve transaction problems.

What is a dispute?
A dispute is an opportunity for a buyer and seller to communicate directly with each other. When buyers open disputes, theyre asking for a sellers help in resolving a problem. Keep in mind that: Many disputes result from a misunderstanding and are easily resolved The process is a chance for sellers to provide enhanced customer service and gain repeat business

transaction, such as tracking numbers or shipping information. 6. When an agreement is reached, the buyer closes the dispute, and no further action is required. Throughout the process, buyers and sellers receive emails and messages in the Resolution Center as each step is completed.

What if the buyer and seller dont communicate with each other?
Since funds associated with a disputed transaction may be held until the dispute is resolved, its important for sellers to respond to buyers as soon as possible. To help make sure that disputes are resolved quickly, a buyer has 20 days to either close a dispute or turn the dispute into a claim. If the buyer doesnt do either, a dispute will automatically close after 20 days.

What role does the Resolution Center play?

The PayPal Resolution Center is lled with valuable resources to help buyers and sellers work through disputes. Its where: For more information, The buyer opens and closes a visit the PayPal dispute Resolution Center The seller tracks, manages, and resolves a dispute The buyer and seller interact directly before a dispute turns into a claim

What is the difference between a dispute and a claim?

If the buyer and seller cant resolve a dispute, the buyer may turn the dispute into a claim. Then, PayPal helps by: Tracking communication between the buyer and seller Asking both parties for shipping information and details about the transaction Reviewing the details of the claim and deciding the outcome based on the PayPal User Agreement It generally takes about 30 days for PayPal to resolve a claim.

How do disputes get resolved?

1. The buyer logs in to PayPal, goes to the Resolution Center, and opens a dispute. 2. The buyer explains the problem online and informs PayPal. 3. The seller receives an email about the dispute. 4. The seller logs in to PayPal, goes to the Resolution Center, and reviews the buyers message. 5. The seller responds with details about the