PayPal guide · checked 14 October 2026
How to answer a PayPal "significantly not as described" case
The buyer told PayPal the item is very different from what you listed. This isn't a bank chargeback: PayPal decides it, using its own rules. To win, show that the item matched your listing, and that a return (not a forced refund) is the fair outcome if the buyer still disagrees.
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
- Screenshot of the listing exactly as the buyer saw it (key)
- Photos of the item (or the same batch) before it shipped (key)
- Messages offering a return, exchange or fix (key)
- Proof of delivery
- Your return policy
PayPal usually asks the buyer to send the item back, with tracking, before refunding. Ask PayPal to require a tracked return so you get the item back.
What your reply should say
The item supplied matched the listing the buyer saw when ordering. We have offered the buyer a return and remain willing to refund once the item comes back to us in the condition it was sent. 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: Item Not Received · 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.