Internal disputes

When a buyer files a dispute using the PayPal Resolution Center, it becomes an internal dispute (or internal case). The buyer and merchant can communicate directly through PayPal's platform to resolve the dispute amicably without PayPal's intervention. If they cannot reach an agreement, either party may escalate the dispute to a claim, where PayPal reviews and adjudicates the case based on submitted evidence.

• The buyer has 180 days from the payment date to dispute a transaction.
• PayPal holds the disputed payment until resolution.
• The buyer and merchant have up to 20 days to resolve the disputes amicably. If either party escalates the dispute to PayPal, it will review the case and adjudicate within 10 days based on the evidence from both parties. Both merchants and buyers can appeal unfavorable decisions.