| View open disputes | See a list of all current disputes for your business account. | - Log in to your PayPal business account and go to the Resolution Center.
- Select All open cases tab.
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| View dispute details | Review specific information about a dispute, including case status, transaction details, and communication history. | - Under All open cases tab, select the required Case ID.
- Select Case details to view the transaction ID, date reported, and other details.
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| Message buyer | Communicate directly with the buyer to discuss and resolve the dispute. | - Select a Case ID and go to Your conversation with customer.
- Enter the message details in Send a message to Customer and select the send button.
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| Make an offer to resolve a dispute | Propose a solution, such as a refund or replacement, to settle the dispute. | - Select a Case ID and go to Other actions.
- Select one of these actions:
- Send a refund: This refunds the requested amount to the buyer, who retains the product.
- Send an Offer: Select one of these offers and follow the system instructions:
- Partial refund
- Send a replacement
- Full refund with return of item
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| Escalate dispute to claim | Request PayPal to review and resolve the dispute if you and the buyer cannot agree. After escalation: - You cannot message the buyer.
- PayPal places any previous offers or refunds shared with the buyer on hold.
- PayPal reviews the case and provides a resolution.
| - Select a Case ID and select Escalate issue to PayPal.
- Enter a detailed description and select Escalate Issue.
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| Accept claim | Accept liability for a dispute by closing the case in the buyer’s favor and issuing a refund. | Select a Case ID and select I’ll issue a refund to my customer and close this case. |
| Provide evidence | Submit documents or information to support your case and contest the dispute. | - Select Needs your attention tab and select the required Case ID.
- In case status, select Respond. Under Submit an evidence, select the desired option and upload the evidence.
For example: Select Provide fulfillment info to update fulfillment details like Tracking Number and Carrier name.
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| Provide supporting information | Add additional details or documents to support your case. | - Select All open cases tab and select the required Case ID.
- In case status, if you have the option Provide Additional Info or Have Something to Share?, select the option and upload the supporting information.
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| Appeal dispute | Ask PayPal to reconsider the case if you disagree with the outcome. | Select a Case ID and select I disagree with the claim. I’d like to submit additional info. |
