Match PayPal's request
Start with the dispute reason and the exact documentation PayPal asks for. Do not submit a generic evidence dump when the request is narrower.
What this page is for
Use this before responding to a PayPal chargeback or dispute request where the buyer claims non-receipt, unauthorized payment, product not as described, or a refund/credit issue. This is evidence organization only. It is not legal advice, not PayPal submission, not Seller Protection eligibility advice, and not a recovery guarantee.
Separate physical and digital proof
Physical goods need shipment and delivery evidence. Digital goods and services need access, delivery, completion, usage, or service-performance records.
Preserve the platform timeline
PayPal reviews the merchant response alongside the buyer claim and card issuer process, so the response should be factual, dated, and easy to scan.
PayPal chargeback response packet template
Case snapshot
Record the PayPal case ID, transaction ID, dispute reason, amount, deadline, buyer claim, product type, order ID, and where the response must be submitted.
Merchant position
Write one short paragraph explaining whether the order was shipped, delivered, accessed, completed, refunded, partially refunded, cancelled, or still under support review.
Transaction and identity context
Attach receipt, invoice, PayPal transaction page, customer account record, billing/shipping match, prior purchase relationship, and relevant buyer messages.
Delivery or access evidence
For physical goods, include tracking, carrier status, delivery scan, shipment address, packing slip, and fulfillment timeline. For digital goods, include access email, download/license delivery, login, usage, completion, or service-performance records.
Policy and support record
Attach the refund, shipping, cancellation, access, or service terms that applied at purchase time, plus the support thread showing what was offered before the chargeback.
Response letter and evidence index
Close with a concise response letter and a numbered evidence index. Each attachment should support one factual point instead of forcing the reviewer to infer the story.
Common PayPal response gaps
- Assuming PayPal Seller Protection applies without preserving the exact evidence PayPal requests.
- Submitting only a PayPal transaction screenshot when the dispute needs delivery, access, or service-performance evidence.
- Using current policy pages instead of the terms visible to the buyer at purchase time.
- Sending a long emotional narrative instead of a dated timeline and indexed attachments.
- Including unnecessary personal data that does not help answer the buyer's claim.