Chargeback reason codes
PayPal dispute and claim reasons: what each one means and how to win
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PayPal disputes start in the Resolution Center. Item Not Received and Significantly Not as Described cases begin as an inquiry the buyer can escalate to a claim within 20 days; billing errors, duplicates and unauthorized payments open straight as claims. You have 10 days to respond. If the buyer paid by card and went to their bank instead, it becomes a card chargeback the issuer decides. Pick a reason below for its evidence checklist.
| API reason | Meaning |
|---|---|
| MERCHANDISE_OR_SERVICE_NOT_RECEIVED | The buyer says the order never arrived. Valid tracking that shows delivery usually wins it. |
| MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED | The buyer says the item is very different from your listing, damaged, fake or missing parts. |
| UNAUTHORISED | The account holder says they did not make or allow the payment. Goes straight to a claim. |
| CREDIT_NOT_PROCESSED | The buyer says a refund or credit they were promised never came through. |
| DUPLICATE_TRANSACTION | The buyer says they were charged twice for the same purchase. |
| INCORRECT_AMOUNT | The buyer says they were charged a different amount than agreed. |
| PAYMENT_BY_OTHER_MEANS | The buyer says they paid for this purchase another way, so the PayPal charge is extra. |
| CANCELED_RECURRING_BILLING | The buyer says they were charged after cancelling a subscription or recurring payment. |
| EXTERNAL | The buyer paid through PayPal with a card and disputed it with their card issuer instead. |
Inquiry, claim, appeal
An inquiry lasts up to 20 days. If the buyer does not escalate it, PayPal closes it. A claim is decided by PayPal, usually within 10 days. You can appeal a lost claim; PayPal's API calls the stages INQUIRY, CHARGEBACK (PayPal's claim stage, not a card chargeback), PRE_ARBITRATION and ARBITRATION.
Seller Protection covers only Item Not Received (with proof of delivery) and Unauthorized cases that meet its rules. It never covers Significantly Not as Described.
Frequently asked questions
- How long does a buyer have to open a PayPal dispute?
- 180 days from payment for Item Not Received. For Significantly Not as Described, 30 days from delivery or 180 days from payment, whichever is sooner.
- What happens if I do not respond?
- If you do not respond by the seller response date, the dispute closes in the buyer's favour.
Sources
- Use the Disputes API — PayPal Developer
- Disputes overview — PayPal Developer
- PayPal Purchase Protection — PayPal
- PayPal Seller Protection — PayPal
- How do I respond to Item Not Received and Significantly Not as Described disputes? — PayPal Help Center
- Dispute categories and network reason codes — Stripe