Manage disputes
Last updated: Sept 24th, 5:56am
Customers can dispute charges by filing a case with PayPal, their bank, or their credit card company to reverse charges.
When a customer disputes a charge, you can counter with evidence to show the charge is legitimate. You can provide:
- Proof of delivery.
- Refund documents.
- Notes.
- Logs.
Note: Disputes and chargebacks are not supported for transactions placed using alternative payment methods. Payers must contact their bank or wallet to handle the disputes.
Enable notifications
To enable dispute notifications, add the disputes permission text to the permissions that your seller agrees to during onboarding.
Generate reports
With PayPal reports, you get transaction-level insight that helps you manage day-to-day operations. Reports are updated daily so that you can reconcile and manage revenue, review activity details, and manage dispute cases and chargebacks.
To set up report access and parameters, contact your account manager or Merchant Technical Support. You can also explore the available reports. Refer to the report specifications for information about format, file record limits, and file structure.
In the future, these reports may be available in multiple versions. To take advantage of new versions, you can receive two versions of the same report concurrently (or non-consecutive versions of the same report) for testing and integration purposes. Contact your account manager for information on new or deprecated versions of the report, to enable access to different versions, and to request any changes in report distribution.
Reports are generated every 24 hours and available by 12 pm daily in the leading time zone of the reporting window.
For more information, see PayPal Reports.
Use the PayPal Disputes API
Important: You must have a PayPal access token to use the Disputes API.
When a customer disputes a charge, you can use the Disputes API to:
- List disputes
- Show dispute details
- Accept a claim
- Settle dispute
- Appeal dispute
- Escalate a dispute to a claim
- Make an offer to resolve a dispute
- Provide evidence
- Update dispute status
- Send message to other party
Third-party integrations
If you use the Disputes API on behalf of your sellers, provide a JSON Web Token (JWT) in the PayPal-Auth-Assertion header. The JWT represents a set of claims as a JSON object encoded in a JSON Web Signature (JWS) and/or JSON Web Encryption (JWE) structure.
For more on the PayPal-Auth-Assertion HTTP header, see HTTP Request Headers.