Helping you avoid cases

We know cases are inconvenient. Here are several actions you can take to help prevent them from happening in the first place.

Tips to help prevent cases

From quick responses to clear policies, here are a few things you can do to help keep customers satisfied to avoid cases.

Provide contact information

By providing an email address or phone number, you give customers the chance to come to you with an issue before disputing a transaction.

Provide a clear return policy

Make sure your return and refund policies are easy to find and understand.

Be responsive

No one likes to wait. Respond to all reasonable customer inquiries quickly and professionally.

Suggest Dispute Resolution

If a customer tells you that they’re going to file a chargeback with their card issuer, ask them to open a case in the PayPal Resolution Centre instead. This will give you and your customer the chance to work things out.

Post messages for customers

If you anticipate an issue that might affect customers, let them know by posting a message in the Resolution Centre. For instance, if you know packages will be delayed due to international shipping delays, post that information so customers are aware before they dispute a transaction.

See How to Resolve Cases

Common issues that lead to cases

One way to help avoid cases is to understand some of the most common problems that customers face. These problems typically fall under three categories:

Item Not Received

A customer pays for an item, but never receives it.


Try these strategies to help boost customer satisfaction and help reduce Item Not Received cases.

Provide realistic delivery dates
By setting clear and realistic expectations for when customers will receive an item, you help keep them from becoming dissatisfied and prematurely disputing a transaction. Be clear if you’re delivering to a customer abroad, as international shipping may take longer.


Ship with online tracking
Use a shipping service that provides online tracking. This will give you confirmation of delivery, unlike standard shipping receipts that only show that an item was shipped. Ensure the shipping receipt matches your customer’s address in the transaction details.


Order shipping insurance
Consider purchasing shipping insurance for items that are fragile or expensive. This will insure the item in the event it’s lost or damaged and will provide tracking and delivery information to you and the customer. Here are a few things to consider:
  • If you encounter a shipping problem, file an insurance claim with the shipping company; you, your customer, and the shipping company can report claims. Contact your shipping company for detailed instructions on how you should proceed with a claim.
  • Be aware of insurance exceptions. The type of package, declared value, and the shipping company can limit liability for loss or damage. Talk to the shipping company to make sure you have proper coverage.


Delay shipping high-risk orders
For expensive and in-demand orders, delay shipment by 24 or 48 hours especially when shipping internationally. Scammers often ask for overnight shipping so they can resell expensive merchandise as quickly as possible.


Use your own shipping service
Avoid using your customer's shipping company when mailing orders. Scammers often reroute packages to other addresses after shipment, which voids Seller Protection coverage.


Use care when choosing or acting as a drop shipper
Choose a reputable drop shipper to help avoid losses; after all, you are responsible for delivering what the customer orders. If you're a drop shipper, have a vetting process in place for all suppliers that includes inventory management and product guarantees. This will help ensure that items are in stock and you're delivering high-quality merchandise.


Issue returns quickly
Issue returns quickly to keep customers satisfied. Be clear with your returns policy on your website.


Keep listings updated
If an item is out of stock, update your listing to reflect that status. Also provide an estimated in-stock date, and clearly indicate that purchasing an out-of-stock product means the customer is placing an advance order and will need to wait for their item.
See How to Resolve Cases

Item Not Received


A customer pays for an item, but never receives it.

Try these strategies to help boost customer satisfaction and help reduce Item Not Received cases.

Provide realistic delivery dates
By setting clear and realistic expectations for when customers will receive an item, you help keep them from becoming dissatisfied and prematurely disputing a transaction. Be clear if you’re delivering to a customer abroad, as international shipping may take longer.


Ship with online tracking
Use a shipping service that provides online tracking. This will give you confirmation of delivery, unlike standard shipping receipts that only show that an item was shipped. Ensure the shipping receipt matches your customer’s address in the transaction details.


Order shipping insurance
Consider purchasing shipping insurance for items that are fragile or expensive. This will insure the item in the event it’s lost or damaged and will provide tracking and delivery information to you and the customer. Here are a few things to consider:
  • If you encounter a shipping problem, file an insurance claim with the shipping company; you, your customer, and the shipping company can report claims. Contact your shipping company for detailed instructions on how you should proceed with a claim.
  • Be aware of insurance exceptions. The type of package, declared value, and the shipping company can limit liability for loss or damage. Talk to the shipping company to make sure you have proper coverage.


Delay shipping high-risk orders
For expensive and in-demand orders, delay shipment by 24 or 48 hours especially when shipping internationally. Scammers often ask for overnight shipping so they can resell expensive merchandise as quickly as possible.


Use your own shipping service
Avoid using your customer's shipping company when mailing orders. Scammers often reroute packages to other addresses after shipment, which voids Seller Protection coverage.


Use care when choosing or acting as a drop shipper
Choose a reputable drop shipper to help avoid losses; after all, you are responsible for delivering what the customer orders. If you're a drop shipper, have a vetting process in place for all suppliers that includes inventory management and product guarantees. This will help ensure that items are in stock and you're delivering high-quality merchandise.


Issue returns quickly
Issue returns quickly to keep customers satisfied. Be clear with your returns policy on your website.


Keep listings updated
If an item is out of stock, update your listing to reflect that status. Also provide an estimated in-stock date, and clearly indicate that purchasing an out-of-stock product means the customer is placing an advance order and will need to wait for their item.
See How to Resolve Cases

Significantly Not as Described


A customer receives an item that’s considerably different than what is expected when the order was placed.

Here are a few things you can do to make sure items meet your customers’ expectations:

Provide pictures
Include images of the item from several angles.


Include detailed descriptions
Describe items accurately and in detail so customers know what to expect when they receive their purchase. Ensure this is reflected on your website or product listings.


Give clear disclosures
Disclose any functional defects and cosmetic damage to items clearly and accurately.


Answer questions quickly and clearly
If a customer does contact you with an issue, being helpful and keeping the tone of communications positive may prevent a small problem from growing into a larger one.

Unauthorised Transaction


A purchase was made without the account holder’s consent.

Customers may file a case when they believe that a purchase was made using their PayPal account without permission. This can be the result of fraud, a simple mistake, or a misunderstanding. Here a few ways you can help prevent it from happening:

Look for warning signs
Take care with unusually large orders, orders with a shipping address in a high-risk location, or orders where the customer asks to change the shipping address after paying. All these scenarios can indicate a greater risk for fraud.


Make your business name clear on invoices
This will help ensure customers recognise the charge.


Contact customers before you ship
When you confirm order information, it gives the customer a chance to catch mistakes or orders made in error.


On rare occasions, an Unauthorised Transaction case may indicate fraud. See our guide to helping you avoid fraudulent orders for tips on identifying fraud and more ways to help prevent cases based on Unauthorized Transactions.
See How to Resolve Cases

PayPal Seller Protection

For your peace of mind, PayPal’s Seller Protection program can help protect your online payments against unauthorised transactions and outcomes from transactional disputes or chargebacks.* Check your eligibility for PayPal Seller Protection to ensure you meet all requirements.

Learn more

*Terms and conditions apply.

Our information does not constitute legal, financial, or business advice. We are not responsible for your decision on disputes and chargebacks. Always do your own research and seek professional advice if needed.