Bucket 3 · Independent service, not affiliated with Stripe, Shopify, PayPal, Visa, Mastercard, American Express or any card issuer.

Chargeback Evidence Pack · Guide

How do I respond to a PayPal dispute as a seller?

First check whether it is a PayPal dispute, a claim, or a card chargeback, because each is handled differently and has its own deadline shown in the Resolution Center. Reply to the buyer in the dispute with facts and an offer to fix a real problem, and if it escalates, upload tracking, order details and messages that answer the buyer's reason. Respond before the deadline every time, because no reply usually means the case closes in the buyer's favour.

How to handle the case yourself

  1. Identify the case type. Open the Resolution Center and see whether the case is a dispute (buyer and seller talk first), a claim (PayPal reviews it), or a chargeback (the buyer's card issuer reviews it). Note the response date for that case.
  2. Read the buyer's reason. PayPal cases usually fall under item not received, significantly not as described, or unauthorised transaction. Gather evidence for that reason only.
  3. Reply to the buyer while it is a dispute. In the dispute stage, answer calmly with the facts: tracking, delivery date, and what you can offer if there is a genuine problem. Keep every message inside the Resolution Center so it forms part of the record.
  4. Upload delivery proof. For item not received, upload tracking showing delivery to the address on the PayPal transaction. Shipping to the transaction address matters for PayPal Seller Protection, so check it matches.
  5. Answer not-as-described claims with the listing. Provide the listing text and photos at the time of sale, photos of what you shipped, and your return policy. If PayPal asks the buyer to return the item, keep the return tracking.
  6. For chargebacks, send a written rebuttal. When the card issuer is involved, add a short rebuttal that states the reason, a dated timeline and which file proves each point.

When a done-for-you pack helps

A done-for-you pack helps when a case has escalated to a claim or chargeback and you want the rebuttal and evidence set organised in one go. For merchants, we write a rebuttal for the reason, an evidence index, paste-ready text for the response form, a list of missing evidence and a note on weak spots. We never ask for access to your PayPal account; you submit it yourself.

US$49 all-in, one-time.
No subscription and no extra fees. Delivered by email within 12 hours of your order. Price is per dispute, with no percentage of the disputed amount.
See the Chargeback Evidence Pack · US$49

Questions

What is the difference between a PayPal dispute and a chargeback?

A PayPal dispute is opened by the buyer with PayPal, and you can talk to the buyer to settle it before it is escalated to a claim that PayPal reviews. A chargeback is filed by the buyer with their card issuer, and the issuer decides it. They have different processes and deadlines, so check the case type in the Resolution Center before you reply.

Should I offer a refund in the dispute stage?

If the buyer has a real problem, such as a wrong item, a partial or full refund can settle the case before escalation. If you shipped correctly and have proof, reply with the facts and the tracking instead. Keep the offer inside the Resolution Center so the record shows you tried to resolve it.

Does PayPal Seller Protection cover every dispute?

No. Seller Protection has eligibility rules, such as the type of claim and shipping to the address on the transaction details page, and not every sale qualifies. Read PayPal's Seller Protection page for the current requirements and check your order against them before relying on it.

Sources

Checked 2026-10-26. Policies change, so read the current version before you act.

Contact

Email james@bucket3.ai. We reply within one business day.
Bucket 3 · bucket3.ai, 300 Sheppard Ave W, Unit 101-65, Toronto, ON M2N 1N5, Canada
See all products, refunds and contact.