To handle a dispute with PayPal, contact the other party and file a dispute on the website. Buyers can escalate the dispute if the seller doesn’t respond, while sellers must have a verified account and follow certain steps. Sellers can also appeal if the buyer returns an item in worse condition or the wrong item.
Handling a dispute with PayPal depends on whether you are the buyer or the seller in a given transaction. Regardless of your role in the dispute, the best first step is to contact the other person via email. Also, you should go to the Resolution Center on the PayPal website and file a dispute. PayPal will then attempt to also contact the other party and mediate a resolution.
If a buyer hasn’t received an item, PayPal will try to contact the seller if the buyer can’t. In the event that the seller still doesn’t respond, PayPal will see if the buyer wants to escalate the dispute, known as placing the dispute in a claim status. If the buyer does so, PayPal contacts the source of the sale, such as the website through which the sale was conducted, and notifies the site of the failed transaction. The seller could be fined by that site or could be referred to an agency or organization that supervises and regulates business and PayPal could refund money to the buyer.
Please note that the buyer must provide compelling reasons for the claim and for escalation of the dispute. These reasons should be kept succinct and to the point when handling a dispute with PayPal. In addition to not receiving an item at all, a buyer may choose to file a claim if the item received was significantly different than the item advertised or if the buyer’s PayPal account or credit card was used without their permission to purchase an object.
A seller has a harder time handling a dispute with PayPal because to win, the seller must have a verified PayPal account, must have shipped to a confirmed address with track and trace, and must have shipped with signature verification for items that cost more of $250 US dollars. It’s best for sellers to try to avoid disputes that arise by following these steps, by providing photographs of items that have shipped, and shipping them within a week of purchase. If the seller ships the item following these steps and is unable to contact the buyer, the seller can file a claim and, after a 20 day waiting period, PayPal will offer the option to escalate the dispute. In that case, the seller may be refunded the value of the shipped item.
The seller also has the option to appeal a dispute with PayPal that has been decided in favor of the buyer. This option is available when the buyer has received an item and sent it back. You can appeal if the returned item is in worse condition than when it was sent, if no item was returned or if the wrong item was returned.
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