Use PayPal's Resolution Center to open and manage a PayPal dispute. An email to the seller can document what happened and what you requested, but it does not open a PayPal case or guarantee a refund.

These templates are for U.S. PayPal users. PayPal's deadlines, terms, and available protections can vary by country, transaction type, and account. Replace every bracketed field with accurate information before sending, and remove any optional text that does not apply.

Which PayPal process applies?

A PayPal dispute, a PayPal claim, and a card chargeback are separate processes.

For U.S. transactions, PayPal's Purchase Protection terms generally require a dispute to be opened within 180 days of the payment. For an order subject to the terms' delivery or fulfillment rule, the dispute must be opened within 30 days of delivery or fulfillment, or within 180 days of payment, whichever comes first. Exceptions and eligibility requirements may apply. Check the deadline displayed for the transaction in your PayPal account instead of relying on a general internet rule.

If the buyer and seller cannot resolve a dispute, PayPal may provide an option to escalate it to a claim. A claim allows PayPal to review the evidence and decide the matter. The escalation option and its deadline are controlled by the case, not by an email sent to the other party.

A card chargeback is different. The card issuer handles it under the issuer's and card network's procedures. Do not assume that a PayPal dispute deadline or outcome controls a card chargeback.

The Federal Trade Commission's credit-card dispute guidance says a written billing-error notice generally must reach the credit-card issuer within 60 days after the first statement containing the error was sent. That is not a universal 60-day deadline for every PayPal dispute. It does not automatically apply to payments funded by a PayPal balance, bank account, debit card, or prepaid card. For a qualifying credit-card notice, the issuer generally must acknowledge the complaint within 30 days and resolve the dispute within 90 days.

How to write an effective PayPal dispute email

Before sending a message:

• Use one message for one transaction.
• Include the PayPal transaction ID, case ID if one exists, payment date, amount, and order number.
• Describe what happened in date order.
• Compare the problem with the original listing, receipt, delivery promise, or authorization record.
• Ask for one specific resolution, such as a full refund, an authorized return procedure, or a review of the evidence.
• Attach relevant documents instead of sending a long narrative.
• Redact passwords, full card numbers, Social Security numbers, and unnecessary personal information.
• Upload the important evidence to the Resolution Center as well. A regular email does not replace PayPal's case-submission process.
• Save the message, attachments, and the date you sent them.

Keep the tone firm and factual. Do not describe a delayed order as fraud unless you have a genuine reason to believe the payment was unauthorized.

Buyer PayPal dispute email templates

1. Item not received: first message to the seller

Use this before escalating if the seller has not provided a satisfactory delivery update.

Subject: Transaction [transaction ID] - item not received

Hello [seller name],

I paid [amount] through PayPal on [payment date] for [item and order number]. The expected delivery date was [date]. As of [today's date], I have not received the order.

The tracking number is [tracking number], and the latest carrier status says [status]. Please provide records showing delivery to the address on the order or issue a [full or partial] refund by [requested date].

I have attached the order confirmation, delivery estimate, tracking record, and our previous messages.

If we cannot resolve this, I will continue the matter through the PayPal Resolution Center.

Regards,

[full name]
[PayPal email]
[order number]

2. Item significantly not as described

Use specific differences rather than a general statement such as "I don't like it."

Subject: Transaction [transaction ID] - item significantly not as described

Hello [seller name],

I received [item] on [date] from order [order number]. The listing described it as [specific description], but the item I received differs in these ways:

1. [factual difference]
2. [factual difference]
3. [factual difference]

For example, the listing stated [original claim], while the item is [actual condition]. I have attached the listing, order confirmation, photographs, and our previous messages.

I am requesting [a full refund after return / a replacement / another specific resolution]. Please provide the next steps and any return instructions by [date].

If we cannot resolve this directly, I will submit the evidence through my PayPal case.

Regards,

[full name]
[PayPal email]
[transaction ID]

3. Buyer follow-up after an incomplete response

This version keeps the discussion focused when the seller replies but does not solve the problem.

Subject: Follow-up on transaction [transaction ID]

Hello [seller name],

Thank you for your reply on [date]. It did not resolve the issue because [brief factual explanation].

The outstanding problem is [item not received / specific difference from the listing / refund not processed]. My requested resolution remains [requested resolution].

Please confirm by [date] whether you will [issue the refund, provide valid delivery evidence, or provide return instructions]. I have added the relevant records to the PayPal Resolution Center.

If we cannot reach a resolution by the deadline shown in my PayPal case, I will ask PayPal to review the dispute.

Regards,

[full name]
[transaction ID]

4. Buyer request to escalate a dispute to a claim

Use this in the PayPal case message or escalation field when PayPal makes that option available.

Subject: Request to escalate case [case ID] to a claim

PayPal Resolution Team,

I am requesting a claim review for case [case ID], concerning transaction [transaction ID] for [amount] paid on [date].

The issue is [item not received / significantly not as described]. I contacted the seller on [dates], but the matter remains unresolved because [short explanation].

The main evidence is:

- [order confirmation or listing]
- [tracking record or photographs]
- [messages with the seller]
- [refund or return records]

Please review the attached information under the applicable PayPal Purchase Protection terms. If additional information or a return is required, please tell me what is needed and where to submit it.

Regards,

[full name]
[PayPal email]
[case ID]

5. Unauthorized PayPal transaction report

Do not use an item-not-received template for a payment you genuinely did not authorize. Report the activity through PayPal's official account-security or dispute workflow. This message can support the report, but it should not replace the account report.

Subject: Report of unauthorized transaction [transaction ID]

PayPal Account Security,

I am reporting a transaction that I did not authorize.

Transaction ID: [transaction ID]
Date: [date]
Amount: [amount]
Merchant: [merchant name]

I did not make this payment or give permission for another person to make it. [Add any known facts, such as when you noticed it and whether your account was accessed.]

I have taken these account-security steps: [list only steps you actually took].

I have attached a redacted account statement and relevant account-activity records. Please investigate the transaction, secure my account if necessary, and tell me whether you need further information.

Regards,

[full name]
[PayPal email]
[telephone number, if requested]

If a credit card or bank account was also involved, contact that institution through its official channel and ask which dispute process applies. Do not send full payment credentials by email. Tell each provider about any existing dispute so you do not seek duplicate recovery for the same transaction.

Evidence buyers should submit

Match the evidence to the issue:

• Item not received: order confirmation, promised delivery date, carrier tracking, delivery-status history, and messages showing that you asked the seller for help.
• Significantly not as described: the original listing, receipt, photographs, serial or model details, and a short comparison of the advertised condition with what arrived.
• Unauthorized transaction: the transaction record, a redacted statement, account-security information, and the date you reported the activity.
• Refund or return problem: the seller's refund promise, return instructions, tracking for an authorized return, and proof of delivery.

Use original records when possible. A screenshot should show enough of the page to identify the listing, date, seller, or transaction. Name files in a way that makes the timeline clear, such as 01_order-confirmation, 02_tracking, and 03_messages.

For a missing delivery, submit carrier records rather than only a seller-generated tracking screenshot. If tracking says delivered, explain why that record does not establish delivery to you, such as an incorrect address, a carrier investigation, or a delivery scan that conflicts with the order details.

For an item that is not as described, quote the relevant listing language and identify the specific difference. Clear photographs and order specifications are more useful than repeated statements that the item is "bad."

Seller PayPal dispute email templates

A seller should respond through the PayPal case whenever possible. A direct reply to the buyer can help resolve the issue, but it is not a substitute for uploading evidence to PayPal.

6. Seller acknowledgment and resolution offer

Subject: We received your concern about transaction [transaction ID]

Hello [buyer name],

We received your message about order [order number] for [item]. Your concern is [briefly state the issue].

Our current records show [brief factual information]. We are reviewing the order and will provide the relevant records through the PayPal Resolution Center.

To resolve the matter, we can [offer a refund, replacement, return procedure, or other actual option]. If you believe any of these records are incorrect, please reply with the specific information that needs review.

We will respond through the PayPal case by [date shown in the case, if known].

Regards,

[seller name]
[store name]
[contact information]
[transaction ID]

7. Seller response to an item-not-received claim

Include carrier records and avoid claiming that protection applies automatically. PayPal decides whether the transaction qualifies.

Subject: Evidence for case [case ID] - delivery records for transaction [transaction ID]

PayPal Resolution Team,

The buyer reports that order [order number] was not received.

The order was paid on [date] and shipped on [date] through [carrier]. The tracking number is [tracking number]. The carrier record shows [delivered or current status] on [date and time] to [city, state, and ZIP code]. [A signature or delivery confirmation is available, if true.]

Attached are:

- the order and payment record
- the shipping receipt
- the carrier tracking history
- delivery confirmation or signature record, if available
- relevant buyer communications

Please compare these records with the transaction details and review the case under the applicable PayPal Seller Protection terms, if eligible.

Regards,

[seller name]
[store name]
[PayPal email]
[case ID]

8. Seller response to a significantly-not-as-described claim

Subject: Evidence for case [case ID] - description of transaction [transaction ID]

PayPal Resolution Team,

The buyer says that [item] was significantly not as described.

The listing at the time of purchase described the item as [specific description]. The order record shows [model, size, color, condition, quantity, or other relevant details]. We shipped [same details] on [date].

Attached are:

- a saved copy or screenshot of the original listing
- the invoice and order specifications
- photographs or serial-number records, if relevant
- shipping and return records
- messages with the buyer

Our proposed resolution is [actual proposed resolution]. We will follow any return or refund instructions issued through the case. Please review the evidence and advise whether additional information is required.

Regards,

[seller name]
[store name]
[transaction ID]
[case ID]

9. Seller response to an unauthorized-payment claim

Shipping an order does not, by itself, prove that the account holder authorized the payment. Submit only records relevant to the case.

Subject: Evidence for unauthorized-payment case [case ID]

PayPal Resolution Team,

I am responding to the unauthorized-payment report for transaction [transaction ID], amount [amount], dated [date].

Our records show that an order was placed through PayPal at [date and time] and fulfilled on [date]. The order was shipped through [carrier] under tracking number [number], with the carrier status showing [status].

Attached are the transaction record, order details, fulfillment records, delivery information, and relevant communications. Personal information not needed for review has been redacted.

Please review the payment and advise whether the transaction qualifies for any applicable Seller Protection. We will provide additional records through the requested PayPal channel if needed.

Regards,

[seller name]
[store name]
[case ID]

10. Seller response to a chargeback notice

A chargeback response normally belongs in the PayPal, processor, or acquirer portal named in the notice. Do not assume that an ordinary email to the card issuer will be accepted.

Subject: Chargeback response - transaction [transaction ID], reason code [reason code]

Disputes Team,

We are responding to the chargeback for transaction [transaction ID] in the amount of [amount], dated [date], under reason code [reason code].

Our response is based on these records:

- [order and payment record]
- [product or service description]
- [authorization or account record requested in the notice]
- [shipping, delivery, or fulfillment evidence]
- [customer communications]
- [refund, cancellation, or return records]

The relevant facts are [brief, chronological explanation]. We request that the transaction be reviewed against the stated chargeback reason and the attached evidence.

Please contact us through the designated dispute channel if another document or format is required.

[seller name]
[merchant account or case reference]
[contact information]

Follow the deadline, file-size limits, and document categories in the chargeback notice. Card-network and processor deadlines are not the same as PayPal's dispute deadline.

Requesting a review after a case closes

A closed case is not automatically reopened because a buyer or seller sends a new email. Use the appeal or review option shown in the account, if available. If there is no option, contact PayPal through its official support channel and ask whether review is permitted.

Subject: Request for case review - case [case ID]

PayPal Resolution Team,

Case [case ID] concerning transaction [transaction ID] closed on [date]. I am requesting information about whether an appeal or review is available under the applicable terms.

The additional evidence is [describe the document]. It was not submitted earlier because [accurate reason]. This evidence matters because [explain the direct connection to the dispute].

I have attached the document and a short timeline of the case. Please confirm whether it can be considered and identify any remaining submission deadline or required format.

Regards,

[full name]
[buyer or seller]
[PayPal email]
[case ID]

Credit-card billing-error letter for a PayPal payment

This is not a PayPal email. Use it only when the PayPal payment was charged to a credit card and the issue may qualify as a billing error under the issuer's rules.

The FTC recommends sending written notice to the billing-dispute address shown on the credit-card statement, not necessarily the address used for payments. Send the notice so that it reaches the issuer within the applicable 60-day period described by the FTC. Keep a copy and proof of delivery.

To: Billing Disputes Department
Re: Billing error for account ending in [last four digits]

I am writing to dispute a charge on my credit-card account.

Merchant: [merchant name]
Transaction date: [date]
Amount: [amount]
Statement date: [statement date]
PayPal transaction ID: [transaction ID]

The charge is a billing error because [item was not received / item was materially different from the description / charge was unauthorized / other qualifying reason].

I contacted the merchant on [dates]. The merchant responded [summary] or did not respond. I request that you investigate the charge and correct my account if the investigation confirms the error.

Enclosed are copies of [statement page, receipt, listing, tracking records, photographs, messages, or other relevant documents]. I have kept the originals.

Please acknowledge this dispute and send me the result of your investigation in writing.

Sincerely,

[full name]
[billing address]
[telephone number]
[credit-card account ending in last four digits]

The FTC does not decide an individual PayPal or card dispute. Its guidance describes the credit-card issuer process. Your issuer may ask for a different form or additional information. If the payment was made from a debit card, bank account, prepaid card, or PayPal balance, ask that provider which procedure applies instead of using this letter automatically.

Seller evidence checklist

Sellers should preserve records from the time of sale:

• the listing and any variations selected by the buyer
• the invoice and PayPal transaction details
• the shipping receipt and carrier tracking
• delivery confirmation or a signature record when applicable
• buyer messages and support tickets
• refund, return, cancellation, and replacement records

Seller Protection is not an automatic win based on a tracking number. PayPal applies eligibility requirements and may require different proof for different transactions. Submit the records through the PayPal case and remove customer data that the case does not require.

A practical submission sequence

1. Identify the issue accurately. Choose item not received, significantly not as described, unauthorized activity, or another category that actually fits.
2. Check the account deadline. PayPal deadlines can depend on the transaction and issue. Save a screenshot of the case status and posted response date.
3. Contact the other party when appropriate. Use the matching template and give a reasonable, specific response date.
4. Open or update the PayPal case. Select the transaction in the Resolution Center and upload the evidence there.
5. Organize the documents. Use filenames such as 01_order-confirmation, 02_tracking, and 03_messages.
6. Escalate before the posted deadline. If the matter is unresolved and PayPal offers escalation, request a claim review through the case.
7. Monitor the account. Check for requests for more information and keep copies of decisions, refund records, and return tracking.
8. Use the correct card route if necessary. For a qualifying credit-card billing error, follow the issuer's written-dispute instructions rather than treating the FTC's deadline as a PayPal rule.

Common mistakes to avoid

• Calling a simple shipping delay an unauthorized transaction.
• Assuming a seller's email reply has opened a PayPal dispute.
• Waiting for a general "20-day" period instead of using the deadline displayed in the case.
• Sending the same request to PayPal and a card issuer without disclosing the existing case.
• Seeking two refunds for the same transaction.
• Uploading blurry screenshots without dates, transaction details, or context.
• Including full card numbers, passwords, or unnecessary identity documents.
• Claiming that Seller Protection or Purchase Protection applies without checking the transaction's eligibility.
• Missing a request for additional information after opening the case.
• Sending a chargeback response by ordinary email when the notice requires a processor or acquirer portal.

Frequently asked questions

Can an email by itself open a PayPal dispute?

No. Open the matter through PayPal's Resolution Center or the account-security workflow. Email is useful for communicating with the seller and organizing the facts, but it is not a substitute for the official case.

Is there a universal 20-day PayPal dispute deadline?

Do not rely on one. A PayPal dispute may have a limited period for direct resolution, but the exact status and deadline shown in your account control. The applicable U.S. Purchase Protection terms also describe issue-specific opening windows, including the 180-day payment deadline and, for some orders, the 30-day delivery or fulfillment rule.

Does the FTC's 60-day rule apply to every PayPal payment?

No. The FTC guidance concerns written billing-error notices for qualifying credit-card charges. It is not a universal deadline for disputes funded by a PayPal balance, bank account, debit card, or prepaid card.

What should I do if the seller does not respond?

Keep proof of your contact attempts, update the PayPal case, and escalate to a claim if the option appears before the posted deadline. PayPal can review the evidence even when the other party does not provide a response.

Can a closed PayPal case be reopened?

You can request a review or appeal if PayPal provides that option, particularly when you have relevant new evidence. Reopening is not guaranteed, so submit the request promptly and ask PayPal which procedure applies.

Will tracking guarantee that a seller wins?

No. Tracking can support a seller's response, but PayPal also considers the transaction details, delivery information, issue type, and applicable protection terms. Upload the complete tracking history and any information that explains a conflict with the order address or delivery record before the case deadline.