If you have made an online purchase through PayPal and something goes wrong, it is very likely that you will be able to get your money back. The process on PayPal specifically is called Opening a Dispute.

In what situations can I open a dispute?

  1. Your order never arrived
  2. You received a completely different item
  3. The item you received is in bad condition or not how it was described
  4. Parts of the item are missing, and this was not previously disclosed
  5. The item arrived damaged
  6. The item is fake or counterfeit

If your order has not arrived – PayPal guarantees a refund.

NOTE: All disputes must be opened with 180 days of the payment being sent.

How do I open a dispute?

Step 1: Follow this link and log into your PayPal account

Step 2: Click the ‘Report a Problem’ button

Step 3: You will see a list of all your recent PayPal transactions. Select the transaction that you would like to dispute, then click continue. This will take you through to the resolution centre.

Step 4:  Choose the type of issue you would like to report. The options include:

  1. ‘I didn’t receive an item I purchased’
  2. ‘received an item that’s not as described’
  3. ‘I want to report unauthorised activity’
  4. ‘I have a billing issue’

Step 5: For most cases you will be selecting option 1 or 2.  The first step PayPal will take is to attempt to contact the seller. You will be asked to fill out a form with details about your purchase, try to be as specific as possible. Once you have submitted, you should hear back within 2 weeks – if not you may need to escalate the dispute claim.

How do I escalate a dispute claim?

Step 1: Head to this link and log in. This is the same link that you followed before.

Step 2: You should see a list of your recent open and closed dispute cases. Chose the open case that you would like to escalate.

Step 3: At the bottom of the page, click the link that says ‘Escalate to PayPal’ and add any important information.

Step 4: PayPal will now decide the outcome of the dispute, you should hear back from them within 30 days. Make sure you keep an eye on your PayPal account and the resolution centre for any new updates or messages regarding your dispute.

NOTE: You must escalate a dispute within 20 days of you first submitting it.