Effective dispute management is critical to reducing costs.
Full refunds are:
- allowed for internal disputes in stages OPEN and WAITING_FOR_SELLER_RESPONSE
- prohibited for external chargebacks and internal disputes in the stages UNDER_REVIEW , WAITING_FOR_BUYER_RESPONSE , RESOLVED
- Provide clear, detailed transaction information.
- Keep detailed records of all related communications.
- Supply tracking information and product details.
- Respond promptly to buyer inquiries and maintain politeness in communications.
- Document previous disputes (up to 50 MB per request, individual files under 10 MB, formats
JPG
,JPEG
,GIF
,PNG
,PDF
). - Be objective and factual in representations.
- Prepare for additional information provision if escalated.
- MERCHANDISE_OR_SERVICE_NOT_RECEIVED Provide proof of fulfillment.
- MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED Offer item URLs, return policies, and other relevant details.
- UNAUTHORIZED Supply proof of fulfillment.
- CREDIT_NOT_PROCESSED Present proof of refund and communications.
- DUPLICATE_TRANSACTION Show evidence for original and duplicate transactions.
- INCORRECT_AMOUNT Provide documentation of the correct amount and refund IDs.
- PAYMENT_BY_OTHER_MEANS Demonstrate proof of payment through alternative means.
- CANCELED_RECURRING_BILLING Show evidence of subscription cancellation.
Here are some common reasons for refusing refunds:
Maintain detailed transaction records and ensure effective customer communication. Understand
Gain a better understanding of chargebacks nature and manage them effectively.
chargeback reason code
and implement prevention strategies to minimize disputes and maintain a healthy chargeback ratio.
Dispute representment
PayPal dispute representment is available for disputes with:
- dispute_life_cycle_stage: CHARGEBACK
- status: WAITING_FOR_SELLER_RESPONSE
Please note that the second appeal can be initiated by reaching out to support.
- Go to APMs > Disputes.
- Select the needed dispute to go to the dispute details page.
- In the top-right corner, click on Provide evidence button.
- In the appeared form, drag file or click to upload.
- Click on Send to confirm.
The representment request will be sent to PayPal for review, and the status status will update to UNDER_REVIEW within approximately 10 minutes.