How Do I Escalate a Dispute to a Claim with PayPal?
In a nutshell: Disputing a charge on your PayPal account may arise from issues like receiving a damaged item, incorrect orders, or unauthorized charges. Initially, attempt to resolve the issue directly with the merchant through PayPal's Resolution Center. If unresolved after seven days, you can escalate your dispute into a claim
Introduction
There are multiple reasons why you might want to dispute a charge on your PayPal account. The item you purchased might have arrived in a damaged condition. You might have received the wrong item or never even received anything at all. Maybe you were charged for something that you never even actually purchased. The first step in getting your money back lies in opening a dispute, in which you try to work things out with the merchant directly. However, if you cannot resolve the dispute then you need to know how to escalate that dispute into a PayPal claim.
What You'll Need
When you escalate a dispute into a claim, you are asking PayPal to investigate the dispute and resolve the matter itself. PayPal's decision will be considered binding by the company.You cannot escalate your dispute into a claim until seven days after the transaction date. During this time, you must have been trying to resolve the dispute with the vendor on the PayPal website. This means officially opening a dispute in the PayPal Resolution Center.Please note that all disputes will automatically close 20 days after you opened the dispute, unless you escalate the dispute into a claim.Before escalating the dispute, collect everything you can think of that can help prove your case. This includes any communications with the merchant, screen shots of the advertisement for or description of the item you purchased, and photographs of any damaged item.If the cause of the dispute is a fraudulent charge, you should freeze or cancel your card during the dispute and claim resolution process, to prevent any further fraudulent claims being made on your card.
Go to the PayPal home page.
Click on the Log In button on the upper right corner of the screen to log in to your PayPal account.
Go to the PayPal Resolution Center.
PayPal Resolution Center
Locate the dispute that you wish to escalate to a claim.
Click on Need Help?
Select the Review My Case option.
Follow the prompts to finish the escalation process.
Here is where you describe the dispute provide whatever proof you can to support your side of the story. When answering the form's questions, be clear and direct. Provide every necessary detail, but do not let yourself get emotional. Just stick to the facts of the case.
Keep checking the email you have associated with your PayPal account.
Once you submit your escalation, PayPal will start investigating your claims. Usually, this won't take any longer than 14 days, although in some cases it may take up to 30. Once they have finished their investigation they will notify you by email.
Conclusion
If you have any questions or concerned about an ongoing claim or the resolution that PayPal has offered, contact a PayPal customer service representative to get help. The customer service center is open from 6:00 am to 6:00 pm PST seven days a week.
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