PayPal Dispute Evidence
Requirements Guide
Win PayPal chargebacks and disputes with professional responses. Learn PayPal's exact evidence requirements, tight deadlines, and how to navigate their Resolution Center effectively.
Generate PayPal Response →Critical: PayPal Has the Shortest Deadline
You have just 10 days to respond to most PayPal disputes from the date you receive the notification. This is significantly shorter than Visa (9-18 days as of 2025) or Mastercard (30-45 days depending on transaction type).
Missing PayPal's deadline means automatic loss, you lose the disputed amount, and it counts against your seller performance. Act immediately when you receive a PayPal dispute notification.
PayPal Dispute Types & Requirements
Item Not Received (INR)
Most common PayPal dispute type. Customer claims they never received the item.
Required Evidence:
- ✓Tracking number with delivery confirmation (REQUIRED - PayPal heavily favors tracking)
- ✓Delivery address matching PayPal transaction (must be seller-protected address)
- ✓Signature confirmation (required for items over $750)
- ✓Proof of shipment date (carrier receipt or tracking scan)
PayPal Pro Tip: For digital goods/services, provide proof of electronic delivery: download logs, IP address, access timestamps, or usage records showing customer received and used the product.
Significantly Not as Described (SNAD)
Customer claims item was materially different from your listing.
Required Evidence:
- ✓Original listing/product page with photos and description customer saw
- ✓Communication showing no issues - if customer didn't mention problems before disputing
- ✓Return policy that customer didn't follow (they must offer to return before SNAD)
- ✓Expert evaluation (if applicable) showing item matches description
Warning: SNAD disputes are harder to win than INR. PayPal often sides with buyers on condition disputes. Strong photographic evidence and detailed descriptions are critical.
Unauthorized Transaction
Customer claims they didn't authorize the payment (potential fraud).
Required Evidence:
- ✓IP address matching customer's location or previous orders
- ✓Account login history (if customer has account with you)
- ✓Previous successful transactions from same PayPal account
- ✓Delivery to confirmed address (PayPal address book match)
- ✓Communication from buyer's email about the order
PayPal Seller Protection: You're only covered if you shipped to the address on the Transaction Details page. Shipping to a different address (even if customer requested it) = no protection.
PayPal Seller Protection Program
PayPal's Seller Protection can protect you from certain chargebacks, but you must meet specific requirements:
✅ You're Protected If:
- • Ship to address on Transaction Details page
- • Provide online tracking for physical items
- • Ship within handling time stated in listing
- • Provide proof of delivery/shipment
- • Item is tangible physical good
- • Account in good standing
❌ NOT Protected For:
- • Intangible items (unless specific categories)
- • Shipping to unconfirmed addresses
- • Items picked up locally (no tracking)
- • Vehicles, real estate, custom orders
- • Items equivalent to cash
- • Shipments without tracking
How Many Days to Respond to PayPal Chargeback Dispute?
Standard timeframe for responding to PayPal disputes through the Resolution Center.
Extended timeframe for certain dispute types or if buyer escalated to a claim.
Best practice - respond within 7 days to show you're proactive and organized.
Important: The deadline countdown starts from when PayPal sends you the dispute notification email, NOT when the customer opened the dispute. Check your email regularly and respond immediately.
PayPal Dispute Response Best Practices
1. Use PayPal's Resolution Center Message Field Strategically
The message field has a character limit. Be concise but complete. Lead with your strongest evidence: "TRACKING #123456789 shows delivery on [DATE] to customer's confirmed PayPal address [ADDRESS]."
2. Upload Documents, Don't Just Describe Them
PayPal lets you upload files. Don't just say "I have tracking" - upload a PDF screenshot of the full tracking page showing delivered status. Visual proof is much more persuasive than text descriptions.
3. Highlight PayPal Seller Protection Compliance
If you meet Seller Protection requirements, explicitly state: "This transaction qualifies for PayPal Seller Protection: shipped to Transaction Details address, tracking provided, item is physical good." Makes PayPal's job easier to rule in your favor.
4. For Digital Goods: Provide Extensive Access Proof
Digital products aren't auto-protected. You need to overwhelm with proof: download timestamps, IP addresses, login history, usage data, customer support messages about using the product. Show it's impossible they didn't receive/use it.
5. Call Out Buyer's Bad Faith
If customer left positive feedback, used the product for months, or clearly engaged with it before disputing - point this out. "Buyer left 5-star review on [DATE] stating 'works great!' then opened dispute 3 months later."
Generate Professional PayPal Dispute Responses
Our templates format your evidence according to PayPal's requirements and help you meet the tight 10-day deadline with confidence.
Start Your PayPal Response →$29 per dispute • All PayPal dispute types • Fast 10-day turnaround