Use Resolution Center

You can use the PayPal Resolution Center to manually view, respond, and resolve disputes for your PayPal business account.

Prerequisites

• Have a PayPal business account.
• Have your accounts and environment set up as described in Set up accounts and environment.

Handle disputes in Resolution Center

Action	Description	Procedure
View open disputes	See a list of all current disputes for your business account.	Log in to your PayPal business account and go to the Resolution Center. Select All open cases tab.
View dispute details	Review specific information about a dispute, including case status, transaction details, and communication history.	Under All open cases tab, select the required Case ID. Select Case details to view the transaction ID, date reported, and other details.
Message buyer	Communicate directly with the buyer to discuss and resolve the dispute.	Select a Case ID and go to Your conversation with customer. Enter the message details in Send a message to Customer and select the send button.
Make an offer to resolve a dispute	Propose a solution, such as a refund or replacement, to settle the dispute.	Select a Case ID and go to Other actions. Select one of these actions: Send a refund: This refunds the requested amount to the buyer, who retains the product. Send an Offer: Select one of these offers and follow the system instructions: Partial refund Send a replacement Full refund with return of item
Escalate dispute to claim	Request PayPal to review and resolve the dispute if you and the buyer cannot agree. After escalation: You cannot message the buyer. PayPal places any previous offers or refunds shared with the buyer on hold. PayPal reviews the case and provides a resolution.	Select a Case ID and select Escalate issue to PayPal. Enter a detailed description and select Escalate Issue.
Accept claim	Accept liability for a dispute by closing the case in the buyer’s favor and issuing a refund.	Select a Case ID and select I’ll issue a refund to my customer and close this case.
Provide evidence	Submit documents or information to support your case and contest the dispute.	Select Needs your attention tab and select the required Case ID. In case status, select Respond. Under Submit an evidence, select the desired option and upload the evidence. For example: Select Provide fulfillment info to update fulfillment details like Tracking Number and Carrier name.
Provide supporting information	Add additional details or documents to support your case.	Select All open cases tab and select the required Case ID. In case status, if you have the option Provide Additional Info or Have Something to Share?, select the option and upload the supporting information.
Appeal dispute	Ask PayPal to reconsider the case if you disagree with the outcome.	Select a Case ID and select I disagree with the claim. I’d like to submit additional info.

Partners using connected integrations will not have access to the Resolution Center as merchants handle disputes directly.

Common issues

• If an expected action (for example, Escalate issue to PayPal or Provide Additional Info) is missing for a case, check the case status and lifecycle stage. Some actions are only available while the dispute is open or under PayPal review.
• If you cannot see any open disputes, confirm you are signed in to the correct PayPal business account and that you are viewing the All open cases tab.