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Representing PayPal disputes could help the merchant to protect their business reputation, recover lost revenue, avoid additional fees, and improve customer satisfaction. Kindly find information regarding possible evidence provision for every dispute reason in the article below.

TABLE OF CONTENTS

General recommendations for PayPal dispute representment

  • Provide clear and detailed information about the transaction, including any relevant tracking information, delivery dates, or product information. This can help to provide a better understanding of the situation and support your case.

  • Be polite and respectful when communicating with the buyer. This can help to de-escalate the situation and avoid unnecessary tension or conflict.

  • Keep detailed records of all communication and documentation related to the dispute. This can help to provide a clear history of the situation and support your case if the dispute is escalated.
  • Provide tracking information: If the item was shipped, provide valid proof of shipment, such as a tracking number or delivery confirmation. This can help to prove that the item was shipped and provide a basis for the claim.
  • Provide product information: Provide accurate and detailed product descriptions, including photos and specifications. This can help to demonstrate that the item was accurately represented and delivered as described.
  • Respond to buyer inquiries: Respond promptly to buyer inquiries and concerns. This can help to prevent disputes from escalating and provide a basis for resolving any issues that arise.
  • Document any disputes: If there were any disputes or issues with the buyer prior to the dispute, keep a record of these interactions. This can help to demonstrate that you made an effort to resolve any concerns before the dispute was raised.
  • Be objective: Provide objective and factual information, and avoid emotional or subjective language. This can help to present a professional and convincing case.
  • Be prepared to provide additional information or documentation to support your case if the dispute is escalated. This can include additional shipping information, product information, or any other relevant information.

Dispute reasons

There are several dispute reasons in PayPal to help buyers and sellers clearly indicate the reason for the dispute, which allows PayPal to investigate and resolve each dispute based on its specific circumstances. This helps to speed up the resolution process and reduce the impact on both parties.
Each dispute reason requires certain information for different evidence types:

MERCHANDISE_OR_SERVICE_NOT_RECEIVED

The customer did not receive the merchandise or service.

Type of testimonyPossible evidence
PROOF_OF_FULFILLMENT
  • Tracking_number, delivery confirmation or proof of delivery of the digital product, such as an email receipt or download link.
  • Carrier_name
  • Communication with the buyer that shows the digital product was sent or delivered.
  • Any logs or data that can confirm user activity on the website or within the app
 For example, a document can be a proof of the delivery signature or a proof of receipt copy.
PROOF_OF_REFUND

refund_ids

MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED

The customer reports that the merchandise or service was not as described.

Type of testimonyPossible evidence
OTHER
  • Noteor document. For example, a document can be a description, item URL, return policy, or a copy of a contract or an affidavit.
  • Detailed description of the digital product, including screenshots or other visual aids that illustrate the product.
  • Any communication with the buyer that shows how the product was described, such as email messages or chat logs.
  • Refund policy and any terms and conditions that govern the sale of the digital product.
PROOF_OF_REFUND

A set of refund_ids.

UNAUTHORISED

The customer did not authorize the purchase of the merchandise or service.

Type of testimonyPossible evidence
PROOF_OF_FULFILLMENT

Tracking_info:

  • Tracking_number
  • Carrier_name
  • Order logs, IP from which the purchase was made, PayPal email and user email
  • Any communication with the buyer that shows they authorized the payment.
PROOF_OF_REFUND

The refund ID.

OTHER

Noteor document. For example, a document can be a proof of the delivery signature or a proof of receipt copy.

CREDIT_NOT_PROCESSED

The credit transaction was not processed for the customer.

Type of testimonyPossible evidence
PROOF_OF_REFUND
  • The refund ID.
  • Any communication with the buyer that shows they were notified of the credit.
  • Proof that the credit was issued, such as an email confirmation or credit statement.
  • Proof of any technical issues that may have caused the credit to not process.

OTHER

Noteor document. For example, a document can be a credit due reason.

DUPLICATE_TRANSACTION

The transaction was a duplicate.

Type of testimonyPossible evidence
PROOF_OF_REFUND
  • The refund ID.
  • Any communication with the buyer that shows the transaction was duplicated, such as email messages or chat logs.
  • Proof of payment for the original transaction.
  • Any evidence of technical issues that may have caused the duplicate transaction.
OTHER

Noteor document. For example, proof that the client has paid for different products.

INCORRECT_AMOUNT

The customer was charged an incorrect amount.

Type of testimonyPossible evidence
PROOF_OF_REFUND

The refund ID, for the difference in amount.

OTHER
  • Noteor document. For example, a document can be a price difference reason.
  • Invoice or receipt that shows the correct payment amount.
  • Communication with the buyer that shows the correct payment amount, such as email messages or chat logs
  • Any agreement or contract between you and the buyer that specifies the correct payment amount.

PAYMENT_BY_OTHER_MEANS

The customer paid for the transaction through other means.

Type of testimonyPossible evidence
PROOF_OF_REFUND

The refund ID, for the difference in amount.

OTHER
  • Noteor document. For example, proof that the customer has not paid twice for the same product yet through other means, like evidence of different products receiving.
  • Any communication with the buyer that shows they agreed to pay by other means.
  • Proof of payment by other means, such as a receipt or invoice.
  • Any agreement or contract between you and the buyer that specifies the payment method.

CANCELED_RECURRING_BILLING

The customer was incorrectly charged because he or she canceled recurring billing.

Type of testimonyPossible evidence
PROOF_OF_REFUND

The refund ID, for the difference in amount.

OTHER
  • Noteor document. For example, a document can be a subscription agreement.
  • Logs of the subscription
  • The terms and conditions of the recurring billing agreement, including any communication with the buyer that shows they agreed to the terms.
  • Proof that the buyer was notified of the cancellation, such as an email or receipt.
  • Any communication with the buyer that shows they were aware of the cancellation and agreed to it.
  • Logs from the website or app which confirms that there were no attempts to cancel it from the user's side

OTHER

Type of testimonyPossible evidence
PROOF_OF_REFUND

The refund ID.

OTHER
  •  Noteor document. For example, that the product was provided to the customer, and that the charge was legit.
  • Any evidence or documentation that supports your case, such as email messages or chat logs.
  • Any communication with the buyer that shows their concerns or issues.
  • Any relevant terms and conditions or agreements that apply to the sale or transaction.

Document format requirements

The following rules apply to document file types and sizes:

  1. It is possible to upload up to 50 MB of files per request.
  2. Individual files must be smaller than 10 MB.
  3. The supported file format is PDF.