PayPal disputes follow a specific resolution process. Here's how sellers can respond effectively and win.
PayPal Dispute vs Chargeback
PayPal has two dispute types. A PayPal dispute (Item Not Received or Significantly Not as Described) is handled internally by PayPal, usually within 30 days. A chargeback goes through the buyer's card issuer and follows card network rules — these are harder to reverse.
Responding to a PayPal Claim
Log in to PayPal Resolution Centre immediately
Review the claim reason and deadline (usually 10 days to respond)
Upload all supporting evidence — tracking, invoices, communications
Submit a professional response explaining why the claim is invalid
Follow up if PayPal requests additional information
Critical Evidence for PayPal Disputes
Proof of shipment — carrier tracking to buyer's confirmed address
Proof of delivery — signed delivery, delivery scan, or digital access logs
Correspondence — any messages with the buyer showing satisfaction or acceptance
Photos or screenshots — proving item matched the description
Refund policy — shown clearly at checkout
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