PayPal Disputes
PayPal Chargeback Evidence: What to Submit and How to Win
Whether it is a Resolution Center dispute or a card network chargeback routed through PayPal, your evidence needs to directly address the buyer claim. Here is exactly what to submit.
Build My Evidence Pack — $19What PayPal Requires
PayPal evaluates evidence based on the dispute type. The weight of each evidence category shifts depending on whether the buyer claims non-receipt, item mismatch, or unauthorized use.
| Evidence Type | What It Proves | Priority |
|---|---|---|
| Shipping & Tracking Proof | Item was shipped and delivered to the buyer | Critical |
| Delivery Confirmation | Package was delivered to the correct address with signature | Critical |
| Buyer Communication | Customer acknowledged receipt or satisfaction | Critical |
| Transaction Records | Order details, PayPal transaction ID, timestamps | High |
| Product Description & Photos | Item matched the listing description | High |
| Refund/Return Policy | Buyer agreed to terms before purchase | High |
| IP & Device Information | Buyer location matches shipping address | Medium |
| Prior Transaction History | Buyer has history of legitimate purchases | Medium |
PayPal Dispute Types
Each dispute type requires a different evidence strategy.
Item Not Received (INR)
Buyer claims the item never arrived.
Key: Tracking with delivery confirmation is essential. Signature confirmation for items over $750 (PayPal Seller Protection threshold).
- Tracking number with carrier name
- Delivery confirmation to the address on the transaction
- Shipping date relative to order date
Significantly Not as Described (SNAD)
Buyer claims the item differs materially from the listing.
Key: Original product listing screenshots and detailed item descriptions are your strongest evidence.
- Original listing with photos and description
- Communication showing buyer acknowledged product details
- Return shipping label (if return was offered)
Unauthorized Transaction
Account holder claims they did not authorize the payment.
Key: This is escalated to the card network. Evidence proving the real cardholder made the purchase wins these disputes.
- AVS/CVV match records
- IP address matching billing address location
- Device fingerprint from prior orders
- Communication from buyer email on file
Step by Step: How to Respond
Check the Resolution Center
Log into PayPal and navigate to the Resolution Center. Review the dispute details, reason code, and response deadline. PayPal gives you 10 days to respond to buyer disputes.
Identify the dispute type
PayPal disputes fall into INR (Item Not Received), SNAD (Significantly Not as Described), or Unauthorized Transaction. Each requires different evidence priorities.
Gather your evidence
Collect tracking proof, delivery confirmation, customer communication, product descriptions, and transaction records. Prioritize evidence that directly addresses the buyer claim.
Structure your response
Organize evidence into a clear narrative with labeled exhibits. ChargebackKit assembles this automatically for your specific dispute type and formats it for the reviewing team.
Submit through the Resolution Center
Upload your evidence pack through PayPal Resolution Center before the deadline. Include a concise seller statement summarizing your position.
Common Mistakes to Avoid
No tracking with delivery confirmation
For INR claims, tracking alone is not enough. You need delivery confirmation showing the package reached the address on the PayPal transaction.
Missing the 10-day response window
PayPal escalates disputes to claims if the seller does not respond within 10 days. Once escalated, your options narrow significantly.
Generic evidence without context
Submitting a pile of screenshots without explaining what each one proves weakens your case. Label every exhibit and connect it to the buyer claim.
Not understanding Seller Protection limits
SNAD claims are not covered by Seller Protection. Do not assume PayPal will cover you automatically for item-not-as-described disputes.
Frequently Asked Questions
How long do I have to respond to a PayPal dispute?↓
What is the difference between a PayPal dispute and a PayPal chargeback?↓
Does PayPal Seller Protection cover all disputes?↓
Can I use ChargebackKit for PayPal disputes?↓
Win your PayPal dispute
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