Dispute Reason

Occasionally, something goes wrong with a customer’s order. To dispute a charge, a customer can create a dispute with PayPal or ask his or her bank or credit card company to dispute and reverse a charge, which is known as a chargeback.

When a customer disputes a charge, we will notify you by email and Discord (if you have set up our Bot). The dispute reason is why the customer has opened a dispute against your order.

Dispute ReasonDescription
MERCHANDISE_OR_SERVICE_NOT_RECEIVEDThe customer did not receive the merchandise or service.
MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBEDThe customer reports that the merchandise or service is not as described.
UNAUTHORISEDThe customer did not authorize the purchase of the merchandise or service.
CREDIT_NOT_PROCESSEDThe refund or credit was not processed for the customer.
DUPLICATE_TRANSACTIONThe transaction was a duplicate.
INCORRECT_AMOUNTThe customer was charged an incorrect amount.
PAYMENT_BY_OTHER_MEANSThe customer paid for the transaction through other means.
CANCELED_RECURRING_BILLINGThe customer was being charged for a subscription or a recurring transaction that was canceled.
PROBLEM_WITH_REMITTANCEA problem occurred with the remittance.

Dispute Status

Each dispute is automatically updated when we receive an update from PayPal. The status indicates how it is going.

Dispute ReasonDescription
OPENThe dispute is open.
WAITING_FOR_BUYER_RESPONSEThe dispute is waiting for a response from the customer.
WAITING_FOR_SELLER_RESPONSEThe dispute is waiting for a response from the merchant.
UNDER_REVIEWThe dispute is under review with PayPal.
RESOLVEDThe dispute is resolved.
OTHERThe default status if the dispute does not have one of the other statuses.

Dispute Outcome

When a dispute is solved, its outcome is updated.

Dispute ReasonDescription
RESOLVED_BUYER_FAVOURThe dispute was resolved in the customer’s favor.
RESOLVED_SELLER_FAVOURThe dispute was resolved in the merchant’s favor.
RESOLVED_WITH_PAYOUTPayPal provided the merchant or customer with protection and the case is resolved.
CANCELED_BY_BUYERThe customer canceled the dispute.
ACCEPTEDPayPal accepted the dispute.
DENIEDPayPal denied the dispute.
NONEA dispute was created for the same transaction ID, and the previous dispute was closed without any decision.

Dispute Life Cycle Stage

The stage in the dispute lifecycle

Dispute ReasonDescription
INQUIRYA customer and merchant interact in an attempt to resolve a dispute without escalation to PayPal. Occurs when the customer: Has not received goods or a service. Reports that the received goods or services are not as described. Needs more details, such as a copy of the transaction or a receipt.
CHARGEBACKA customer or merchant escalates an inquiry to a claim, which authorizes PayPal to investigate the case and make a determination. Occurs only when the dispute channel is INTERNAL. This stage is a PayPal dispute lifecycle stage and not a credit card or debit card chargeback. All notes that the customer sends in this stage are visible to PayPal agents only. The customer must wait for PayPal’s response before the customer can take further action. In this stage, PayPal shares dispute details with the merchant, who can complete one of these actions: accept the claim, submit evidence to challenge the claim, make an offer to the customer to resolve the claim.
PRE_ARBITRATIONThe first appeal stage for merchants. A merchant can appeal a chargeback if PayPal’s decision is not in the merchant’s favor. If the merchant does not appeal within the appeal period, PayPal considers the case resolved.
ARBITRATIONThe second appeal stage for merchants. A merchant can appeal a dispute for a second time if the first appeal was denied. If the merchant does not appeal within the appeal period, the case returns to a resolved status in a pre-arbitration stage.

Dispute Message Posted By

Indicates whether the customer, merchant, or dispute arbiter posted the message.

Dispute ReasonDescription
BUYERThe customer posted the message.
SELLERThe merchant posted the message.
ARBITERThe arbiter of the dispute posted the message.