PayPal Dispute Policies
If you are experiencing a dispute over a product or service that you purchased, the good news is that a dispute resolution service is, in fact, available through PayPal. A number of limitations and caveats do apply, however. So make sure you follow the fine print to ensure your case qualifies.
First of all, only commercial purchases can be disputed. Personal payments sent as “Family and Friends” do not qualify for any sort of formal resolution. So if you’re having an argument with someone you know over the money you sent them, not for specific goods or services, you’ll have to work it out amongst yourselves.
Speaking about working it out amongst yourselves, even if your dispute is for a commercial transaction, PayPal strongly recommends contacting the merchant privately to attempt to settle it amicably before escalating to official channels. This is good life skills advice in any case; if you can settle matters without involving the authorities, it will generally be a happier, smoother, and less costly situation for all involved. Consider collision insurance claims as an example of this principle.
In order to inform your merchant of the dispute and make your attempt to work it out, you should go into your PayPal account and find the “Resolution Center.” Please note that due to an idiosyncratic rule of theirs, you won’t be able to accomplish this task from PayPal’s mobile app; rather, you will need to log in from a web browser.
Furthermore, you will need to pay attention to timeframes. Primarily, you have 180 days from the payment in order to open a dispute with the Resolution Center.
The next step is to click on the “Report a Problem” link and choose the relevant reason for your dispute. These include not receiving what you paid for, receiving a product or service that was different from what was promised, or a billing issue. The system will then connect you with the merchant to begin your communications. You have up to 20 days to negotiate with the merchant before you must either escalate the dispute or it automatically closes.
If working things out with the merchant turns out to be impossible, that is when PayPal’s official claims system becomes available to you. You can make use of it by clicking on the “Escalate to PayPal” link in the Resolution Center. (As before, this must, for some reason, be done through a web browser, not the mobile app.) Any evidence you may possess in favor of your claim should be uploaded at this stage before submitting your claim.
PayPal suggests that these claims are typically settled within two weeks but warns that up to a month is still reasonable and does not even commit to any upper hard limit to the time within which it must reply to you. When they do come to a decision, however, it is final.
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