Dispute reasons and evidence

You can determine what evidence to provide for a dispute or chargeback based on its reason.

To defend a dispute or chargeback effectively:

1. Use the Show dispute details response to determine the required evidence. The reason and evidences.evidence_type parameters denote the dispute reason and the evidence type respectively.
2. Use the Provide evidence endpoint to submit the evidence to PayPal.

Each dispute reason requires specific evidence that helps PayPal review and resolve the case. The following sections list the dispute reasons and the required evidence for each reason.

MERCHANDISE_OR_SERVICE_NOT_RECEIVED

The buyer did not receive the merchandise or service.

Evidence type	Required evidence
PROOF_OF_FULFILLMENT	Provide one of the following to PayPal: Carrier name and tracking number through evidences.evidence_info.tracking_info.carrier_name and evidences.evidence_info.tracking_info.tracking_number parameters respectively. Or Notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a proof of delivery signature or a proof of receipt copy. For more information about supported files, see Supported file types and sizes.
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.

MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED

The buyer reports that the merchandise or service was not as described.

Evidence type	Required evidence
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, you can include a product description, item URL, return policy, or a copy of a contract or an affidavit.
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.

UNAUTHORISED

The buyer did not authorize purchase of the merchandise or service.

Evidence type	Required evidence
PROOF_OF_FULFILLMENT	Provide the carrier name and tracking number through evidences.evidence_info.tracking_info.carrier_name and evidences.evidence_info.tracking_info.tracking_number parameters respectively.
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a proof of delivery signature or a proof of receipt copy.

CREDIT_NOT_PROCESSED

The refund or credit transaction was not processed for the buyer.

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a credit due reason.

DUPLICATE_TRANSACTION

The transaction was a duplicate.

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively.

INCORRECT_AMOUNT

The buyer was charged an incorrect amount.

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a price difference reason.

PAYMENT_BY_OTHER_MEANS

The buyer paid for the transaction through other means.

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively.

CANCELED_RECURRING_BILLING

The buyer was incorrectly charged after canceling the subscription or recurring billing.

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter for the difference in amount.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively. For example, a document can be a subscription agreement.

OTHER

Evidence type	Required evidence
PROOF_OF_REFUND	Pass the refund ID in the evidences.evidence_info.refund_ids parameter.
OTHER	Pass the notes or documents in the evidences.notes or evidences.documents parameters respectively.