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.
You can determine what evidence to provide for a dispute or chargeback based on its reason.
To defend a dispute or chargeback effectively:
- Use the Show dispute details response to determine the required evidence. The
reason and evidences.evidence_type parameters denote the dispute reason and the evidence type respectively.
- Use the Provide evidence endpoint to submit the evidence to PayPal.
Each dispute reason requires specific evidence that helps PayPal review and resolve the case. The following sections list the dispute reasons and the required evidence for each reason.
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:- Carrier name and tracking number through
evidences.evidence_info.tracking_info.carrier_name and evidences.evidence_info.tracking_info.tracking_number parameters respectively. Or- 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. For more information about supported files, see Supported file types and sizes.
|
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. |
