How to Reply to PayPal When You Get a Dispute or Chargeback (Template Updated)
When a customer files a dispute or chargeback on PayPal, it's crucial to respond quickly and professionally to protect your business. PayPal allows you to submit evidence to prove your case, and a well-structured response can increase your chances of winning the dispute.
This guide will explain: ✔️ Why customers file disputes ✔️ How to respond effectively ✔️ A proven dispute response template
Why Did You Receive a Dispute or Chargeback?
Customers may open a dispute or chargeback for the following reasons:
1️⃣ Item Not Received (INR) – The customer claims they never received the product. 2️⃣ Significantly Not as Described (SNAD) – The customer says the product is different from what was advertised. 3️⃣ Unauthorized Transaction – The customer reports that their PayPal account was used without their permission. 4️⃣ Duplicate Charge – The customer was charged twice for the same product. 5️⃣ Refund Not Issued – The customer expected a refund but hasn’t received it yet.
How to Respond to a PayPal Dispute
Step 1: Log In to PayPal’s Resolution Center
Go to PayPal’s Resolution Center to check the details of the dispute.
Review the reason for the dispute and check any messages from the buyer.
Step 2: Gather Evidence
Prepare the following documents to support your case: ✅ Tracking number (for physical products) ✅ Proof of delivery (if possible, include signed confirmation) ✅ Screenshots of conversations with the buyer (if applicable) ✅ Product description & listing showing accurate details ✅ Refund policy & terms (if relevant)
Step 3: Submit Your Response
Click "Respond" and choose the appropriate option: ✔️ Provide tracking information if the product was shipped. ✔️ Explain the issue and offer a resolution. ✔️ Dispute the claim if you have solid proof that the transaction was legitimate.
Step 4: Follow Up
PayPal may take 10–30 days to review the case.
If they need more information, respond promptly.
PayPal Dispute Response Template (Updated)
Use this template to craft a clear and professional response to a dispute:
Subject: Response to PayPal Dispute – [Case ID: XXXXXXX]
Dear PayPal Dispute Resolution Team,
I am writing to respond to the dispute filed by [Customer’s Name] regarding the transaction [Transaction ID: XXXXXXX] on [Purchase Date]. Below is my response and supporting evidence.
1️⃣ Order Details:
Product: [Product Name]
Transaction Amount: [$XX.XX]
Order Date: [MM/DD/YYYY]
Tracking Number: [Tracking Number (if applicable)]
Courier: [Shipping Company]
2️⃣ Customer Claims: [Summarize the customer’s dispute. Example: "The customer claims they never received the order."]
3️⃣ Our Response & Supporting Evidence:
The order was shipped on [Shipment Date] and was delivered on [Delivery Date] (see tracking details attached).
The item was delivered to the correct address provided by the customer.
Attached are screenshots of communication where the customer acknowledged receipt.
Our product description clearly states [explain any details relevant to the dispute].
4️⃣ Business Policies (if applicable): According to our refund policy, returns must be requested within [X] days and require the item to be returned in original condition. The customer did not follow this process.
5️⃣ Resolution Request: Given the provided evidence, we kindly request PayPal to resolve this case in our favor. If more information is needed, please let us know.
Best regards, [Your Name] [Your Business Name] [Your Contact Information]
Tips to Avoid PayPal Disputes in the Future
🔹 Use detailed product descriptions & images – Avoid misleading buyers. 🔹 Provide tracking information – Upload tracking numbers for all shipments. 🔹 Have a clear refund policy – Display refund terms on your website. 🔹 Communicate with customers – Respond quickly to their concerns. 🔹 Resolve issues before disputes happen – Offer replacements or refunds when necessary.
By handling disputes professionally and providing solid evidence, you can protect your business and maintain a strong PayPal account standing. 🚀
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