To file a PayPal claim, open a dispute in the Resolution Center and escalate it within 20 days if seller talks fail.
If a purchase goes sideways, you can turn to PayPal’s built-in process to get your money back or the item you paid for. This guide shows you exactly how to file a claim with PayPal from start to finish, what evidence wins cases, and the deadlines you can’t miss.
How To File A Claim With PayPal: The Step-By-Step
Here’s the plain, fast path that works for most buyers. You’ll start with a dispute, speak with the seller inside the case, then escalate to a claim for PayPal to review.
- Check eligibility. PayPal Buyer Protection covers most physical goods and many services from merchants. Friends-and-family payments, real estate, cars, and items picked up in person are out.
- Gather proof. Save order confirmations, tracking pages, screenshots of chats, photos of the item, and your delivery timeline.
- Open a dispute. Log in and go to the Resolution Center → Report a problem → select the payment.
- Choose the reason. Pick Item Not Received (INR), Significantly Not As Described (SNAD), Unauthorized, or a billing issue.
- Talk inside the case. Message the seller in the dispute thread and give clear steps to fix it—refund, replacement, or proof of delivery.
- Escalate to a claim within 20 days. If the seller doesn’t fix it, click File a Claim. PayPal steps in, reviews both sides, and decides.
- Watch updates. Upload any documents PayPal requests. You’ll see status changes and messages inside the case.
Claim Types, Fit, And What You Need
Use this quick table early to match your situation and prep the right evidence.
| Situation | Use This | Best Evidence To Upload |
|---|---|---|
| Paid but nothing arrived | Item Not Received dispute → claim | Order receipt, timeline, tracking page showing no delivery |
| Wrong, damaged, or missing parts | SNAD dispute → claim | Photos/video of defects, model/size proof, seller listing screenshots |
| Payment you didn’t authorize | Unauthorized report | Proof of account lock/change, device/IP notes, card statement |
| Duplicate charge or wrong amount | Billing issue dispute | Invoice, bank statement showing double or incorrect charge |
| Paid by card through PayPal, want bank to decide | Card chargeback (issuer) | Card statement, order records; note issuer timelines |
| Digital good didn’t work or never delivered | INR or SNAD (depends) | License keys, access logs, screenshots showing denial of service |
| Local pickup or friends-and-family | Usually not covered | Coverage is limited; try seller contact or card issuer |
| Travel, tickets, or services | INR or SNAD (case-by-case) | Service terms, cancellation emails, provider confirmations |
What Happens After You File
Once you escalate, PayPal weighs the evidence from both sides. Buyers usually win when proof shows no delivery, wrong goods, or clear billing errors. If the seller proves delivery to your confirmed address or shows that the item matched the listing, the case can go the other way. Watch for PayPal requests—missing a document or a deadline can sink a strong case.
When You Should Start With A Chargeback
If you paid with a credit or debit card through PayPal and prefer your bank to judge the case, you can ask your card issuer for a chargeback. That starts a separate track with bank rules and timelines. Don’t run both at once on the same transaction. Pick one path and stick with it; duplicate actions lead to confusion and slower results.
Close Variation Keyword: Filing A PayPal Claim — Steps, Proof, And Timelines
This section lays out deeper guidance so you don’t miss a beat while filing a PayPal claim. It expands the steps above with the small actions that move cases faster.
Prep Strong Evidence
Think in pairs: a claim tells a story, and each sentence needs a receipt, a screenshot, or a photo. Show exactly what you bought, what was promised, and what you received or didn’t receive. Use date-stamped files where possible. If tracking shows “delivered” but you never got it, add a carrier proof like a GPS-stamped delivery record if the courier provides one.
Write Crisp Messages
Inside the dispute thread, keep it short and factual. State what went wrong, what you want, and a clear deadline. Say: “Order #123 shipped 8 May. Tracking shows no movement since 12 May. Please refund in full within 48 hours or send a new unit with tracked shipping.”
Mind The Deadlines
You typically have up to 180 days from payment to open a dispute on standard purchases, and 20 days after opening to escalate it to a claim. Once escalated, many cases finish within about a month, but timing varies with complexity and shipping checks.
Where To Click: Resolution Center Path
From desktop, sign in, open the Resolution Center, and hit Report a problem. Pick the payment, choose the reason, write a brief note, and submit. On mobile, the flow sits under the “Activity” tab → pick the transaction → Help with transaction.
Unauthorized Activity: File A Claim Fast
If a stranger used your account, act fast. Change your password, enable two-factor authentication, and report the unauthorized payment through the Resolution Center. The case type is different from a normal buyer dispute, and PayPal may freeze risky activity while they investigate.
Evidence That Carries Weight
PayPal looks for clear, dated, and relevant files. Avoid bulk uploads of unrelated screenshots. Label each file so a reviewer can skim and grasp the point in seconds.
Proof To Include
- Order receipt, invoice, and item listing or product page.
- Tracking links, carrier scans, or a delivery exception notice.
- Photos or video showing damage, wrong model, or missing parts.
- Messages with the seller that show your attempt to resolve.
- For digital goods: license keys, login history, or lockout errors.
- For services/travel: booking confirmations and cancellation terms.
Common Mistakes That Delay Claims
- Starting late. Waiting past 20 days after opening a dispute without escalating closes the case.
- Picking the wrong reason. Choose INR when nothing arrived; choose SNAD when the wrong thing arrived.
- One-sided uploads. Add both the promise (listing) and the result (delivery or defect), not just one.
- Multiple paths at once. Don’t file a bank chargeback and a PayPal claim on the same payment.
- Vague notes. Keep your ask and your deadline specific.
Outcomes You Can Expect
Successful INR cases usually refund the payment. SNAD outcomes can be a return and refund or a partial refund if that fits the facts. Unauthorized cases aim to reverse the payment and secure the account. If tracking proves delivery to your confirmed address, PayPal may side with the seller unless other proof shows a mix-up such as a wrong ZIP or a porch theft with carrier verification.
Deadlines, Evidence Windows, And Review Flow
The table below puts the typical timetable and action windows in one place.
| Stage | Typical Window | Your Action |
|---|---|---|
| Open dispute | Up to 180 days from payment | Start the case and message the seller |
| Escalate to claim | Within 20 days of dispute | Click File a Claim if no fix |
| PayPal review | About 10–30 days | Respond to requests and upload proof fast |
| Return tracking (SNAD) | Usually 7–10 days after instruction | Ship back with tracking and upload receipt |
| Card chargeback path | Issuer rules (often up to 120 days) | Work with your bank if you choose that route |
| Appeal or new info | Case-dependent | Reply inside the case; add any fresh proof |
Linking The Rules
For official wording on eligibility, time limits, and what evidence PayPal accepts, review the Buyer Protection policy and the Resolution Center help. These pages spell out the 20-day escalation rule and give the exact click path to open or escalate a case.
Pro Tips For A Smooth Case
Use Clear File Names
Name files like “order-123-receipt.pdf” or “widget-delivered-wrong-color.jpg.” Reviewers can spot what matters faster when labels make sense.
Stick To One Thread
Keep all chat inside the dispute case. Side emails and DMs scatter proof and slow decisions. Keep your notes clear.
Show Delivery Gaps
If an item stalls in transit, add scans from the carrier site and a simple timeline of events. A one-line list of dates and statuses removes guesswork.
Escalate On Time
Day 19 and still no fix? Escalate. Waiting closes the door on a strong claim.
Using A Card? Consider A Chargeback
If you paid through PayPal with a card and want issuer protections, pick the chargeback route instead of a PayPal claim. Your bank’s rules apply, and PayPal relays info to the issuer. If you already opened a PayPal dispute, close it before starting with the bank to avoid crossed wires.
Sample Message You Can Paste
Short text you can drop into the dispute chat:
Hi, I ordered [item] on [date]. Tracking shows no delivery. Please refund in full within 48 hours or ship a replacement with tracking. I’ll escalate to a claim if we can’t resolve this here. Thanks.
After The Decision
If you win, refunds land back in the funding source. If you lose but new proof shows up—like a carrier letter—reply in the case thread. In some situations you can ask for a review. If a card issuer already ran a chargeback, follow their next steps.
Your Next Step
You came here to learn how to file a claim with PayPal. Open the Resolution Center, start the dispute, and set a calendar reminder to escalate within 20 days. Keep messages tight, upload clean proof, and you’ll give the reviewer everything needed to decide in your favor. Now.