Respond to a Paypal Dispute

When you open a PayPal dispute from the Dispute tab, you can handle it end to end inside Synctrack — talk to the buyer, send an offer, escalate, accept the claim, or submit evidence. No jumping into the PayPal Resolution Center.

The dispute detail page

At the top is the Actions bar. Below it you'll find the case Details (Status, Dispute ID, Created and Last updated dates, Amount, Reason, Stage, the buyer's email, and shipping address) and Your conversation with the buyer.

Note: The actions you see depend on what PayPal currently allows for that dispute. Synctrack reads PayPal's allowed actions and only enables the buttons you can actually use right now — so Provide evidence, Send offer, Escalate dispute, or Accept claim appear only when they're valid for that case.

Chat with the buyer

Many disputes are resolved fastest just by talking it out. In Your conversation with the buyer, write a message and click Send message. It's recommended to try resolving the dispute with the buyer before escalating.

Send an offer

Click Send offer to propose a resolution. Depending on the case you can offer a refund, a refund with return, a refund with replacement, or a replacement without a refund. The buyer can accept it to close the dispute.

Escalate the dispute

If you and the buyer can't reach an agreement, click Escalate dispute to ask PayPal to step in and decide the case.

Accept the claim

Click Accept claim to resolve the case in the buyer's favour.

Note: When you accept liability for a claim, the dispute closes in the customer's favour — a full refund is issued to the buyer and the case is closed. This can't be undone.

Submit evidence

To fight the dispute, click Provide evidence. Synctrack pre-fills most of the required fields for you — see Submit Paypal Dispute Evidence with One-Click Auto-Fill for the full walkthrough.

Appeal a lost dispute

If PayPal allows an appeal on a dispute you lost, Synctrack surfaces an Appeal action while the appeal window is open. Use it to submit your evidence package once again with additional informations to strengthen your position and try to recover the funds, right from the dispute page.

Related articles: Submit Paypal Dispute Evidence with One-Click Auto-Fill · View and Filter Your Disputes

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Updated on: 23/06/2026