To support a PayPal dispute, gather proof of the purchase, proof of the problem, and proof that you tried to resolve it with the seller. The most important missing fact is whether your case is for “item not received” or “significantly not as described,” because the evidence changes slightly.
Start with these essentials:
- PayPal transaction details: the transaction ID, payment date, amount, seller name, and order number if the seller gave one. This links your evidence to the exact payment.
- Order confirmation or invoice: save the order page, receipt, or confirmation email showing what you bought, the price, and the delivery address.
- Messages with the seller: keep the full conversation where you reported the problem, asked for a refund, replacement, or delivery update, and the seller’s replies. PayPal often looks for evidence that you tried to resolve it first.
- Tracking information: save the tracking number and the full tracking history, not just the latest status. If the seller says it was shipped, the tracking should show whether it was actually delivered, still in transit, or returned.
If your claim is “item not received,” the strongest extra evidence is:
- A tracking page showing no delivery scan, the wrong delivery address, or a delivery date that does not match your access to the address.
- Any shipping label or dispatch notice, especially if the seller gave a tracking number late or the parcel was sent to a different country or city.
If your claim is “item not as described,” include:
- Clear photos or video of the item you received.
- Photos of the packaging, label, and contents, especially if something arrived damaged, incomplete, or different from the listing.
- Screenshots of the product listing that show the description, photos, size, model, colour, or promised features that do not match what arrived.
If you paid for extra services or had a specific promise, keep proof of that too. For example, if the seller promised a brand-new item, original packaging, or a certain delivery method, save the listing text or chat where that promise appears. That can matter if the dispute is about a mismatch rather than a simple delay.
Before you submit anything, check the exact wording of your case in PayPal and match your evidence to it. Do not rely on a single screenshot if you can save the full page or full message thread instead. A partial image is easier for the other side to challenge.
When you upload evidence, include only what supports the dispute and label it clearly if the upload field allows descriptions. Make sure the dates are visible, because timing often decides whether the seller’s shipping claim or your complaint is more credible.
Practical tip: save everything as PDF or images before the seller can edit a listing, remove a chat message, or close the order page.
