How to request a refund from a seller
To request a refund through PayPal, you open the transaction in your account, click "Resolution Center," and file a claim within 180 days of the payment. PayPal will ask you to describe what went wrong — whether the item never arrived, arrived damaged, or wasn't what you ordered — and give the seller a chance to respond. If the seller doesn't refund you within a set time, PayPal decides whether to return your money based on the evidence you both provide.
The process is free and doesn't require you to contact PayPal directly first. You handle the initial claim yourself through your account. Most refunds process within 5 to 10 business days once PayPal makes a decision, though some take longer if the seller disputes the claim.
The key is timing: you have 180 days from the payment date to start the process. After that, PayPal cannot intervene, even if the seller never sent the item or it arrived broken.
Key Takeaways
- You request a refund through the Resolution Center in your PayPal account, not by emailing PayPal or calling a phone number.
- You must file a claim within 180 days of the payment, or PayPal cannot help you recover the money.
- PayPal gives the seller time to respond and refund you directly before PayPal steps in to decide the case.
- Refunds typically process within 5 to 10 business days after PayPal makes a decision, though disputes can take longer.
- The type of claim you file — item not received, item not as described, or unauthorized transaction — affects what PayPal asks you to prove.
Where to find the Resolution Center
Log into your PayPal account on the website or app. On the website, click the menu icon (three horizontal lines) in the top left, then scroll down and select "Resolution Center." On the mobile app, tap the menu icon at the bottom right, then tap "Resolution Center."
Once you're in the Resolution Center, you'll see a list of your recent transactions. Find the payment you want a refund for and click it. PayPal will show you options: you can message the seller, request a refund, or file a claim. Start with "Request a refund" if the seller is still responsive; if they don't answer within a few days, you can escalate to a formal claim.
What information PayPal needs from you
When you file a claim, PayPal asks you to choose a reason: the item didn't arrive, it arrived damaged or not as described, or the transaction was unauthorized. Each reason requires different proof.
For an item that didn't arrive, PayPal wants to see tracking information showing delivery was attempted or failed. If you have a tracking number from the seller, include it. For an item not as described, describe what you ordered versus what arrived — include photos if you have them. For unauthorized transactions (someone else used your account), explain when you discovered the charge and why you didn't authorize it.
Keep any messages between you and the seller, photos of the item or packaging, and your order confirmation. PayPal reviews all of this when the seller responds.
How the seller gets a chance to respond
After you file a claim, PayPal notifies the seller and gives them 10 days to respond. The seller can refund you directly during this window — if they do, the case closes and you get your money back. Many sellers refund when ready rather than deal with a formal dispute.
If the seller doesn't respond or refuses to refund you, the case moves to PayPal for a final decision. PayPal reviews your claim and the seller's response (if any) and decides whether to return your money. This stage can take several more days.
Different types of claims and what they cover
| Claim Type | When to Use It | What PayPal Looks For |
|---|---|---|
| Item Not Received | The seller never sent the item, or it arrived at the wrong address | Tracking showing delivery failed or no delivery attempt; your shipping address in the order |
| Item Not as Described | The item arrived but doesn't match the listing — wrong size, color, condition, or functionality | Photos of the item, the original listing description, messages from the seller about what was promised |
| Unauthorized Transaction | Someone else made the payment without your permission | When you discovered it, why you didn't authorize it, any evidence the account was compromised |
| Refund Not Received | The seller promised a refund but never sent it | Messages from the seller agreeing to refund, the date they said they'd process it, proof you followed their instructions |
What happens if the seller disputes your claim
If the seller disagrees with your claim, they can provide their own evidence — tracking showing delivery, messages proving you agreed to the terms, or proof they already refunded you. PayPal weighs both sides and makes a final decision.
For item-not-received claims, PayPal usually sides with you if the seller has no delivery confirmation. For item-not-as-described claims, PayPal looks at the original listing and what you received; if the listing was vague or the item is clearly different, you're more likely to win. For unauthorized transactions, PayPal investigates whether your account was compromised or whether you authorized the payment and later changed your mind.
If PayPal decides against you, the case closes and you don't get a refund. You can't appeal PayPal's decision, but you may be able to dispute the charge with your bank or credit card company if you paid with a card linked to PayPal.
Timeline from claim to refund
The full process typically takes 2 to 4 weeks. The seller has 10 days to respond; if they don't refund you, PayPal takes another 5 to 10 business days to review and decide. Once PayPal approves your claim, the refund goes back to your PayPal account within 1 to 3 business days. If you funded the original payment with a bank account or card, the refund may take an additional 3 to 5 business days to appear there.
If the seller responds quickly and refunds you directly, the process can close in 1 to 2 days. If the seller disputes the claim, PayPal may take longer to investigate, especially if both sides provide conflicting evidence.
Frequently Asked Questions
Can I get a refund if I paid with a credit card through PayPal?
Yes. PayPal processes the refund to your PayPal account first, then the money goes back to your credit card. This can take 5 to 10 business days after PayPal approves the claim. If PayPal denies your claim, you can also dispute the charge directly with your credit card company, which is a separate process.
What if the seller says they already refunded me but I never received it?
File a claim for "Refund Not Received" and provide any messages from the seller confirming they processed the refund. Include the date they said they'd send it and any tracking or confirmation number they gave you. PayPal will investigate whether the refund was actually sent.
Do I have to try to contact the seller before filing a claim?
No, but it often speeds things up. If you message the seller through PayPal and they respond quickly, many will refund you without a formal claim. If they don't respond within a few days or refuse, file the claim. PayPal doesn't require you to contact them first.
What if 180 days have passed since I paid?
PayPal cannot help you after 180 days. Your only option is to dispute the charge with your bank or credit card company if you paid with a card. Contact them directly and explain what happened; they may be able to reverse the charge, though they have their own time limits and requirements.
Can I get a refund for a digital item or service?
PayPal treats digital items and services differently. For downloadable items or accounts, PayPal is less likely to refund you if you've already received or used the product, even if you claim it didn't work as described. For services, the same rules explore, but PayPal may ask for proof that the service wasn't delivered. Read the seller's return policy before you pay.