A PayPal dispute should begin with the same steps as for more traditional payment methods.
First, check to see if the order included a tracking number. If the package was lost, you will need to contact the shipping provider to try and resolve the matter rather than the seller. If tracking is not provided, you will need to contact the merchant next to try and resolve the situation.
Check the seller’s website for customer service contacts. In most cases, eCommerce sellers provide information for service channels such as phone and email along with hours of operation. You should try direct contact channels first, but you can also reach out via social media channels through direct message.
If you exhaust all service methods but still can’t resolve the issue, then it’s fair to move on to a formal dispute. Unlike a traditional dispute, PayPal represents both buyers and sellers, so the process is slightly different.
PayPal first attempts to mediate the dispute—a process which may take several weeks. The dispute then moves on to a claim, and if PayPal decides there is sufficient evidence of wrongdoing on the merchant’s part, the transaction is overturned. This process is the same, regardless of whether you’re dealing with a major global retailer or an individual seller on eBay.
Of course, it may still take several months between filing the initial dispute and receiving your funds. That’s why the best option is resolving the situation directly with the seller whenever possible.
Have Additional Questions?
Our experts are standing by to help. Give us a call today for more information about PayPal disputes or to explore additional options.