PayPal guide · checked 14 October 2026
How to answer a PayPal "item not received" case
The buyer told PayPal the item never arrived. This isn't a bank chargeback: PayPal decides it, using its own rules. To win, show that you shipped to the address on the PayPal transaction and that tracking shows it delivered.
Your deadline
Reply within 10 days of the dispute opening. If you don't and the buyer escalates it to a claim, PayPal decides for the buyer. The buyer can escalate any time in the first 20 days.
Evidence that wins it
- Online tracking showing Delivered, with date and the buyer's city and postcode (key)
- Shipped to the address on the PayPal Transaction Details page (key)
- Signature confirmation (PayPal Seller Protection asks for it on higher-value orders)
- Third-party shipping receipt from the carrier
- For digital goods: download, login or usage logs after purchase
- Messages with the buyer about the order
PayPal Seller Protection for 'not received' only applies when you shipped to the address on the Transaction Details page. If the buyer asked you to ship somewhere else, you lose that protection.
What your reply should say
The item was shipped to the address shown on the PayPal transaction and the carrier's tracking confirms delivery before this case was opened. Then list each piece of proof as a numbered exhibit, so whoever reviews the case can match your words to your files.
Where to send it
Resolution Center → the case → Respond. Paste the letter in the message box and upload each exhibit. Add tracking in the case, not only in the order.
Other marketplace cases: PayPal: Significantly Not as Described · eBay: Item Not Received · eBay: Doesn't Match Listing · Etsy: Order Not Received · Etsy: Not as Described · Amazon A-to-z: Not Received · Amazon A-to-z: Not as Described or Return Issue · All marketplace disputes
Platform rules change. Check the deadline shown on your own case before you rely on these dates.