PayPal is convenient — until something goes wrong and the seller stops replying. The good news is that PayPal disputes give UK buyers a structured way to challenge a transaction and recover your money.
This guide explains how PayPal Buyer Protection works, when you can open a dispute, and how it compares to chargeback UK and Section 75 routes.
PayPal Buyer Protection — What It Covers
PayPal Buyer Protection may cover you if:
- You bought a physical item that never arrived
- You received an item that is significantly not as described
- You were charged for something you did not authorise
It generally does not cover:
- Items you collected in person
- Custom-made goods
- Digital goods in some cases
- Disputes opened too late
- "Significantly not as described" claims that are minor or subjective
Always check PayPal's current terms for your transaction type.
PayPal Dispute vs Claim
PayPal's process has two stages:
| Stage | What happens |
|---|---|
| Dispute | You ask the seller to resolve it via PayPal's message centre (up to 20 days) |
| Claim | If unresolved, you escalate to PayPal for a decision |
You must open a dispute within 180 days of payment in most cases — but do not wait that long.
Step-by-Step: How to Open a PayPal Dispute
- Log in to PayPal → Resolution Centre
- Report a problem → select the transaction
- Choose the reason — item not received, not as described, etc.
- Add evidence — screenshots, messages, tracking, photos of faults
- Wait for seller response — they have a limited window to reply
- Escalate to a claim if they do not resolve it
Document your seller contact before opening the dispute — PayPal expects you to try resolving it first
Evidence That Wins PayPal Disputes
- Order confirmation and what was advertised
- Proof the item did not arrive (tracking showing stuck/lost)
- Photos showing fault or that item differs from listing
- Your written complaint to the seller and their refusal
- Delivery dates vs promised dates
A formal complaint email to the seller before disputing strengthens your case
PayPal vs Chargeback vs Section 75
| Route | Best when |
|---|---|
| PayPal dispute | You paid through PayPal balance or PayPal checkout |
| Chargeback | You paid by debit/credit card (including via PayPal in some cases) |
| Section 75 | Credit card purchase £100–£30,000 with direct link to supplier |
Important: If you paid by card through PayPal, the direct link for Section 75 may be broken. PayPal dispute or chargeback via your card issuer may still work — check both options quickly.
If PayPal Rules Against You
- Review their decision and reason
- Consider chargeback with your card provider (if within time limits)
- Complain to the seller again in writing
- Report to Trading Standards via Citizens Advice for persistent traders
- Small claims court for larger amounts as a last resort
Using Refundly for PayPal Disputes
Refundly helps before you dispute:
- Build a clear timeline of what happened
- Draft a formal seller complaint
- Identify whether PayPal, chargeback, or Section 75 is your best route
- Track deadlines so windows do not close
Final Tip
Open your PayPal dispute as soon as the seller refuses to help — not months later. Even though you have up to 180 days, evidence is fresher and sellers are more likely to settle early.