A useful PayPal dispute message identifies the transaction, states what happened, points to the evidence, and requests a specific remedy. Put it in PayPal's Resolution Center whenever possible. An email to the seller or PayPal support may document the problem, but it doesn't necessarily open a formal dispute or escalate an existing one.

These examples are for U.S. users. PayPal's eligibility rules, deadlines, and available case options can vary by country, payment method, and transaction. Follow the instructions and deadline displayed in your account.

Choose the correct dispute route

Choose the category that matches the facts. A more serious-sounding label won't strengthen a case and can make the evidence harder to evaluate.

Problem Appropriate first step Useful evidence
You paid but the order never arrived Open a PayPal dispute for an eligible non-delivery issue Order confirmation, promised delivery date, tracking, seller messages
The item is materially different from the listing Use the significantly not as described category if available Listing, photographs, inspection notes, return communications
You did not make or authorize the payment Report it as an unauthorized transaction and secure the account Transaction record, account alerts, device or login information
The seller promised a refund but it has not arrived Contact the seller, then use the transaction's available PayPal option Refund promise, dates, original transaction, bank statement
The payment was funded by a credit card and is a billing error Follow the card issuer's written billing-error process Statement, transaction details, correspondence, supporting documents
You are a seller responding to a case Reply through the Resolution Center by the displayed deadline Transaction details, listing, shipping records, delivery confirmation

Don't call a payment "unauthorized" merely because a seller deceived you. If you approved the payment but received nothing or received the wrong item, describe that outcome instead. The payment rail also matters: a credit-card billing dispute is handled by the card issuer, not through PayPal's claim process.

PayPal disputes, claims, and card chargebacks

A PayPal dispute is the initial case. During this stage, the buyer and seller can communicate and may resolve the issue. If it remains unresolved, the buyer can use the available escalation option to turn it into a claim, allowing PayPal to review the evidence and decide the case. PayPal's U.S. Purchase Protection policy says decisions are based on its eligibility requirements and the information submitted through the dispute process.

A card chargeback is separate. It is a request to the card issuer to reverse a card transaction, not simply a stronger version of a PayPal dispute. The issuer may use different categories, deadlines, and evidence requirements.

For a U.S. credit card, the FTC's guidance on disputing credit-card charges says a written billing-error notice should reach the issuer within 60 days after the first statement containing the error was sent. The issuer generally must acknowledge the complaint within 30 days unless it has already resolved it, and must resolve the dispute within two billing cycles, no later than 90 days.

That 60-day period applies to the credit-card billing-error process. It isn't a universal PayPal deadline. If the payment came from a debit card, bank account, PayPal balance, or another payment method, ask the relevant financial institution which error process applies.

Don't seek two refunds for the same transaction. If you use the card issuer's process after starting with PayPal, disclose the PayPal case and check the terms that apply to your account.

Check the deadline before writing

PayPal's U.S. policy says an eligible dispute must be opened within 180 days of the payment or, when that rule applies, within 30 days of delivery or fulfillment, whichever comes first. The transaction and applicable policy control, so don't wait until the last day.

Keep these deadlines and actions separate:

A case can close when a required action is missed. Save a screenshot of every deadline and don't assume that a general deadline found online applies to your transaction.

Gather evidence before writing

A reviewer should be able to verify the issue without reconstructing the entire story. Collect:

  1. Transaction details: transaction ID, payment date, amount, seller name, and the email address connected with the payment.
  2. A simple timeline: what you bought, what was promised, when delivery or performance was due, and when you contacted the seller.
  3. The original offer: listing, invoice, order confirmation, terms, or screenshots showing the price and description.
  4. Communications: seller replies, refund promises, cancellation requests, and shipping updates.
  5. Payment and delivery records: tracking, delivery scans, return tracking, receipts, or a statement showing the disputed amount.
  6. Account-security records: for an unauthorized transaction, include relevant alerts or login information if available.

Name files clearly, such as 01-order-confirmation.pdf or 03-tracking-delivery.png. Upload them through the case when possible instead of relying on a private cloud link that a reviewer may not be able to open. Remove passwords, one-time codes, full card numbers, and unrelated personal information.

Write and submit the message

Use this structure:

The templates below can be adapted for a Resolution Center message. If the form has no subject field, use the subject as the opening line or leave it out. Replace every bracketed field and delete anything that isn't true. No wording guarantees a refund or a favorable decision.

Buyer template: item not received

Use this when you paid for an order and it hasn't arrived. If tracking shows delivery, explain why the delivery record doesn't establish that you received the order instead of simply repeating "not received."

Subject: PayPal dispute for [TRANSACTION ID] - item not received

Hello PayPal,

I am requesting review of transaction [TRANSACTION ID], sent on [PAYMENT DATE] to [SELLER NAME OR EMAIL] for [AMOUNT].

The purchase was [ITEM DESCRIPTION]. The seller promised delivery by [EXPECTED DATE], but I have not received the item as of [TODAY'S DATE]. The tracking information is [NO TRACKING / TRACKING NUMBER AND CURRENT STATUS].

I contacted the seller on [DATES] through [EMAIL, PLATFORM, OR PAYPAL MESSAGES]. The response was [NO RESPONSE / BRIEF FACTUAL SUMMARY].

Evidence attached:
- [ORDER CONFIRMATION OR INVOICE]
- [LISTING SHOWING DELIVERY PROMISE]
- [TRACKING RECORD]
- [SELLER COMMUNICATIONS]

I am requesting a refund for the amount paid. Please let me know if you need any further information or if the case must be escalated before the displayed deadline.

Thank you,

[YOUR FULL NAME]
[PAYPAL EMAIL]
[TRANSACTION ID]

Buyer template: significantly not as described

Describe the specific differences between the listing and what you received. A change of mind, a minor preference, or normal wear may not meet PayPal's eligibility requirements.

Subject: PayPal dispute for [TRANSACTION ID] - item significantly not as described

Hello PayPal,

I am requesting review of transaction [TRANSACTION ID], sent on [PAYMENT DATE] to [SELLER NAME] for [AMOUNT].

The listing described the item as [EXACT DESCRIPTION OR PROMISE]. I received it on [DATE], but it differs materially in these ways:

1. [SPECIFIC DIFFERENCE]
2. [SPECIFIC DIFFERENCE]
3. [SPECIFIC DIFFERENCE]

I contacted the seller on [DATES] and requested [REFUND, REPLACEMENT, OR OTHER REMEDY]. The seller replied [FACTUAL SUMMARY] or did not respond.

Evidence attached:
- [SCREENSHOT OR COPY OF LISTING]
- [ORDER CONFIRMATION]
- [PHOTOS OF THE ITEM]
- [MESSAGES WITH THE SELLER]
- [PROFESSIONAL OR OTHER DOCUMENTATION, IF RELEVANT]

I am requesting the remedy available under the applicable PayPal policy. I will follow any return instructions provided through the case and will keep proof of shipment if a return is required.

Regards,

[YOUR FULL NAME]
[PAYPAL EMAIL]
[TRANSACTION ID]

Don't return an item to an address supplied informally by the seller if PayPal has given different instructions. Ask PayPal to confirm the required return process and keep your shipping receipt.

Buyer template: unauthorized PayPal transaction

Use this only when you didn't make or authorize the payment. If you approved a payment after being misled, use the category that describes the actual outcome, such as non-delivery, and explain the deception separately.

Subject: Unauthorized PayPal transaction [TRANSACTION ID]

Hello PayPal,

I am reporting transaction [TRANSACTION ID] for [AMOUNT] sent on [DATE] to [RECIPIENT NAME OR EMAIL]. I did not make or authorize this transaction.

I noticed it on [DATE AND TIME]. The relevant account information is [BRIEF FACTUAL DETAILS, SUCH AS AN UNRECOGNIZED DEVICE OR ALERT]. I have [CHANGED MY PASSWORD, ENABLED TWO-STEP VERIFICATION, OR CONTACTED MY CARD ISSUER OR BANK] as applicable.

Evidence attached:
- [TRANSACTION RECORD]
- [ACCOUNT ALERT OR LOGIN INFORMATION]
- [OTHER RELEVANT DOCUMENT]

Please investigate this transaction and tell me what additional information you need. I am requesting that the transaction be reviewed as unauthorized and that any available protective action be taken.

Sincerely,

[YOUR FULL NAME]
[PAYPAL EMAIL]
[TRANSACTION ID]
[SAFE CONTACT METHOD]

Contact the institution that funded the payment as soon as possible. If a credit card funded the transaction, also follow the issuer's written billing-error procedure and its deadline.

Buyer template: refund promised but not received

Use this when the seller agreed to refund you but the money hasn't appeared.

Subject: Refund missing for PayPal transaction [TRANSACTION ID]

Hello PayPal,

Transaction [TRANSACTION ID] was paid on [DATE] for [AMOUNT] to [SELLER NAME]. The seller agreed to issue a refund of [REFUND AMOUNT] on [PROMISE DATE], as shown in the attached message.

As of [DATE], the refund has not appeared in my PayPal activity or returned to the original payment method. I contacted the seller again on [DATE], and the response was [FACTUAL SUMMARY].

Evidence attached:
- [ORIGINAL TRANSACTION]
- [WRITTEN REFUND PROMISE]
- [FOLLOW-UP COMMUNICATION]
- [STATEMENT OR ACCOUNT RECORD, IF RELEVANT]

Please add this information to the case and tell me what action is available before the displayed deadline.

Thank you,

[YOUR FULL NAME]
[PAYPAL EMAIL]
[TRANSACTION ID]

Seller template: proof of delivery

If you're a seller, respond in the Resolution Center rather than relying on a separate email. Include only records connected to the transaction and the shipping address shown in PayPal's transaction details.

Subject: Response to PayPal case [CASE ID] - delivery evidence

Hello PayPal,

I am responding to case [CASE ID] concerning transaction [TRANSACTION ID] for [AMOUNT] paid on [PAYMENT DATE].

The order was [ITEM DESCRIPTION]. It was shipped on [SHIP DATE] through [CARRIER] under tracking number [TRACKING NUMBER]. The carrier record shows [DELIVERED OR OTHER STATUS] on [DELIVERY DATE] to the shipping address displayed in the PayPal transaction details.

Evidence attached:
- [ORDER RECORD]
- [LISTING OR INVOICE]
- [SHIPPING RECEIPT]
- [TRACKING HISTORY]
- [SIGNATURE OR DELIVERY CONFIRMATION, IF AVAILABLE]
- [RELEVANT CUSTOMER COMMUNICATION]

Please evaluate this evidence under the applicable PayPal seller-protection and dispute terms. I request a decision based on the transaction record.

Regards,

[SELLER OR BUSINESS NAME]
[PAYPAL EMAIL]
[CASE ID]
[TRANSACTION ID]

Tracking alone isn't proof of every requirement. Check that the carrier record, service level, destination, and shipment details match the transaction. Don't submit unrelated IP data, card-security codes, or customer information as a substitute for delivery evidence.

Seller template: response to an item-not-as-described claim

Address each claimed difference separately. Saying only that the buyer is wrong doesn't explain what the records show.

Subject: Response to PayPal case [CASE ID] - item description

Hello PayPal,

I am responding to case [CASE ID] for transaction [TRANSACTION ID] involving [ITEM DESCRIPTION].

The listing stated:
- [FACTUAL LISTING DETAIL]
- [FACTUAL CONDITION OR SPECIFICATION]
- [WHAT WAS INCLUDED]

The order was sent on [DATE] under tracking number [NUMBER], and delivery was recorded on [DATE]. The buyer's stated concern is [SUMMARY]. My response to that concern is [FACTUAL EXPLANATION].

I contacted the buyer on [DATES] and offered [REFUND, REPLACEMENT, RETURN, OR OTHER REMEDY], if applicable. The communication is attached.

Evidence attached:
- [ORIGINAL LISTING]
- [PHOTOS OR SPECIFICATIONS]
- [ORDER AND SHIPPING RECORD]
- [MESSAGES WITH THE BUYER]
- [REFUND OR RETURN DETAILS]

Please review the attached records and apply the terms that govern this transaction.

Sincerely,

[SELLER OR BUSINESS NAME]
[PAYPAL EMAIL]
[CASE ID]
[TRANSACTION ID]

Don't edit a listing after a dispute and then submit the changed version as evidence. Preserve the original order record and explain any legitimate correction separately.

Follow-up template for a live case

Use this when you have new evidence or need to clarify a fact. It doesn't guarantee that PayPal will reopen a closed case.

Subject: Additional evidence for PayPal case [CASE ID]

Hello PayPal,

Please add the attached document to case [CASE ID] for transaction [TRANSACTION ID].

The new evidence is [DOCUMENT DESCRIPTION]. It establishes [ONE FACT] because [SHORT EXPLANATION]. This relates to the event on [DATE].

The requested resolution remains [REFUND, CLAIM REVIEW, OR OTHER SPECIFIC REMEDY]. The deadline shown in my Resolution Center is [DATE], if applicable.

Please confirm whether the document can be considered and whether any further action is required from me.

Thank you,

[YOUR FULL NAME]
[PAYPAL EMAIL]
[CASE ID]
[TRANSACTION ID]

If a case is closed, check whether PayPal displays an appeal or review option. If it doesn't, contact PayPal through an official account channel and ask whether any review process is available. A seller's promise or a new email doesn't automatically restore a closed case.

Template for a credit-card billing dispute

This version is for the card issuer, not PayPal. Send it to the billing-dispute address shown on the statement and keep a copy. The FTC's guidance for items you never received also explains the 60-day written-dispute period for qualifying credit-card billing errors.

Subject: Billing error dispute for statement dated [STATEMENT DATE]

To the billing-dispute department:

I am writing to dispute a credit-card billing error for a payment processed through PayPal.

Card account ending in: [LAST FOUR DIGITS ONLY]
Merchant or PayPal description: [NAME AS SHOWN ON STATEMENT]
Transaction date: [DATE]
Amount: [AMOUNT]
Statement date: [DATE]

The charge is in error because [ITEM WAS NOT RECEIVED / ITEM WAS SIGNIFICANTLY DIFFERENT FROM THE DESCRIPTION / AMOUNT WAS INCORRECT / OTHER ACCURATE REASON].

I contacted the merchant and PayPal on [DATES]. The result was [FACTUAL SUMMARY]. I am requesting an investigation of this billing error and written confirmation that you received this dispute.

Attached are copies of:
- [STATEMENT PAGE WITH THE CHARGE]
- [PAYPAL TRANSACTION RECORD]
- [ORDER OR LISTING]
- [COMMUNICATIONS]
- [OTHER SUPPORTING RECORDS]

Please send correspondence about this dispute to [MAILING ADDRESS OR SECURE CONTACT METHOD].

Sincerely,

[YOUR FULL NAME]
[MAILING ADDRESS]
[PHONE OR EMAIL]

Don't include the full card number in an email or ordinary attachment. Use the issuer's secure channel or the address on the statement. Continue paying amounts that aren't part of the dispute unless the issuer tells you otherwise.

Mistakes that weaken a PayPal dispute

After you submit

Watch the Resolution Center for requests, status changes, and deadlines. Answer each question directly, upload new documents under the correct case, and keep a copy of the complete submission.

If PayPal requests a return, use its stated instructions and preserve the carrier receipt and tracking history. If PayPal denies the case, read the reason before choosing any available appeal or review option. New evidence should address that reason specifically; repeating the original message usually adds little.

For a credit-card dispute, keep the statement, your written notice, delivery confirmation, and the issuer's response. If the issuer doesn't acknowledge or resolve a qualifying written dispute within the applicable period, ask for the status in writing and use the issuer's complaint process. The FTC credit-card dispute guidance explains the federal timing rules, but it doesn't decide individual PayPal or card cases.

Start with the transaction record in PayPal, note the deadline shown there, and submit the matching message with clearly named evidence before taking any further escalation step.