> ## Documentation Index
> Fetch the complete documentation index at: https://docs.paypal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Use Resolution Center

You can use the PayPal Resolution Center to manually view, respond, and resolve disputes for your PayPal business account.

## Prerequisites

* Have a [PayPal business account](https://www.paypal.com/signin?returnUri=https%3A%2F%2Fwww.paypal.com%2Fdisputes%2Fdashboard%2F).
* Have your accounts and environment set up as described in [Set up accounts and environment](https://docs.paypal.ai/growth/disputes/set-up).

## Handle disputes in Resolution Center

| Action                             | Description                                                                                                                                                                                                                                                                                          | Procedure                                                                                                                                                                                                                                                                                                                                                                                                             |
| ---------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| View open disputes                 | See a list of all current disputes for your business account.                                                                                                                                                                                                                                        | <ol><li>Log in to your PayPal business account and go to the <a href="https://www.paypal.com/disputes/" target="_blank" rel="noopener noreferrer">Resolution Center</a>.</li><li>Select **All open cases** tab.</li></ol>                                                                                                                                                                                             |
| View dispute details               | Review specific information about a dispute, including case status, transaction details, and communication history.                                                                                                                                                                                  | <ol><li>Under **All open cases** tab, select the required **Case ID**.</li><li>Select **Case details** to view the transaction ID, date reported, and other details.</li></ol>                                                                                                                                                                                                                                        |
| Message buyer                      | Communicate directly with the buyer to discuss and resolve the dispute.                                                                                                                                                                                                                              | <ol><li>Select a **Case ID** and go to **Your conversation with customer**.</li><li>Enter the message details in **Send a message to Customer** and select the send button.</li></ol>                                                                                                                                                                                                                                 |
| Make an offer to resolve a dispute | Propose a solution, such as a refund or replacement, to settle the dispute.                                                                                                                                                                                                                          | <ol><li>Select a **Case ID** and go to **Other actions**. </li><li>Select one of these actions: <ul><li>**Send a refund**: This refunds the requested amount to the buyer, who retains the product.</li><li>**Send an Offer**: Select one of these offers and follow the system instructions: <ul><li>Partial refund</li><li>Send a replacement</li><li>Full refund with return of item</li></ul></li></ul></li></ol> |
| Escalate dispute to claim          | Request PayPal to review and resolve the dispute if you and the buyer cannot agree. After escalation: <ul><li>You cannot message the buyer.</li><li>PayPal places any previous offers or refunds shared with the buyer on hold.</li><li>PayPal reviews the case and provides a resolution.</li></ul> | <ol><li>Select a **Case ID** and select **Escalate issue to PayPal**. </li><li>Enter a detailed description and select **Escalate Issue**.</li></ol>                                                                                                                                                                                                                                                                  |
| 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.                                                                                                                                                                                                                        | <ol><li>Select **Needs your attention** tab and select the required **Case ID**.</li><li>In case status, select **Respond**. Under **Submit an evidence**, select the desired option and upload the evidence.<br />**For example**: Select **Provide fulfillment info** to update fulfillment details like **Tracking Number** and **Carrier name**.</li></ol>                                                        |
| Provide supporting information     | Add additional details or documents to support your case.                                                                                                                                                                                                                                            | <ol><li>Select **All open cases** tab and select the required **Case ID**.</li><li>In case status, if you have the option **Provide Additional Info** or **Have Something to Share?**, select the option and upload the supporting information.</li></ol>                                                                                                                                                             |
| 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**.                                                                                                                                                                                                                                                                                                                    |

<Note>Partners using connected integrations will not have access to the Resolution Center as merchants handle disputes directly. </Note>

### Common issues

* If an expected action (for example, **Escalate issue to PayPal** or **Provide Additional Info**) is missing for a case, check the case status and lifecycle stage. Some actions are only available while the dispute is open or under PayPal review.
* If you cannot see any open disputes, confirm you are signed in to the correct PayPal business account and that you are viewing the **All open cases** tab.