A buyer can also file a claim (without first initiating a dispute) if they feel their account has been used fraudulently. At this point, PayPal becomes directly involved and will make a decision using the information that’s provided. If a buyer dispute can’t be resolved, either party can escalate it to a claim during the 20-day period. This hold will stay in place while you work with the buyer to resolve the dispute and will be released if the dispute is settled in your favor.Ĭlaims: When a buyer complaint is escalated to PayPal, or the buyer filed an unauthorized transaction. Please note: Your funds may be temporarily unavailable when a dispute is filed. If you can’t work out a resolution, either party can elevate the dispute to a claim, which we’ll cover in the next section. (PayPal won’t be involved at this point.) If neither you nor the buyer escalates the dispute during the 20-day window, it will be closed automatically. Once a dispute is opened, you have 20 days to work with the buyer to resolve it. What if I can’t come to an agreement with the buyer? Set up a customer service message within your account.
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