- Use the Show dispute details response to determine the required evidence. The
reasonandevidences.evidence_typeparameters denote the dispute reason and the evidence type respectively. - Use the Provide evidence endpoint to submit the evidence to PayPal.
MERCHANDISE_OR_SERVICE_NOT_RECEIVED
The buyer did not receive the merchandise or service.| Evidence type | Required evidence |
|---|---|
PROOF_OF_FULFILLMENT | Provide one of the following to PayPal:
|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED
The buyer reports that the merchandise or service was not as described.| Evidence type | Required evidence |
|---|---|
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, you can include a product description, item URL, return policy, or a copy of a contract or an affidavit. |
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
UNAUTHORISED
The buyer did not authorize purchase of the merchandise or service.| Evidence type | Required evidence |
|---|---|
PROOF_OF_FULFILLMENT | Provide the carrier name and tracking number through evidences.evidence_info.tracking_info.carrier_name and evidences.evidence_info.tracking_info.tracking_number parameters respectively. |
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a proof of delivery signature or a proof of receipt copy. |
CREDIT_NOT_PROCESSED
The refund or credit transaction was not processed for the buyer.| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a credit due reason. |
DUPLICATE_TRANSACTION
The transaction was a duplicate.| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. |
INCORRECT_AMOUNT
The buyer was charged an incorrect amount.| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a price difference reason. |
PAYMENT_BY_OTHER_MEANS
The buyer paid for the transaction through other means.| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. |
CANCELED_RECURRING_BILLING
The buyer was incorrectly charged after canceling the subscription or recurring billing.| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a subscription agreement. |
OTHER
| Evidence type | Required evidence |
|---|---|
PROOF_OF_REFUND | Pass the refund ID in the evidences.evidence_info.refund_ids parameter. |
OTHER | Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. |