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Find PayPal’s Resolution Center and Report or Track a Case

Go to PayPal’s Resolution Center and choose Report a Problem to start a report. For an existing case, check its status there or open Closed Cases.
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On PayPal’s website, open the Resolution Center and select Report a Problem to start a report. To follow an existing case, open the Resolution Center; for a closed case, select Closed Cases. In the app, start from the transaction in Activity or Recent activity and tap Report a Problem. App labels can vary by country and version.

Start a report on PayPal’s website

  1. Sign in to PayPal and go to the Resolution Center.
  2. Select Report a Problem.
  3. Choose the payment, then select Continue.
  4. Choose the issue category and the option that best describes the problem. PayPal’s US instructions list unauthorized activity, purchase issues, seller issues, and billing or subscription errors as examples.

The Resolution Center is used for more than purchase disputes. PayPal lists unauthorized payments, billing problems, communicating about a case, escalating a dispute to a claim, checking claim status or responding to PayPal, and resolving account limitations among its uses. PayPal’s overview describes it as part of a PayPal account.

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Find the reporting option in the app

Open Activity or Recent activity, select the relevant transaction, and tap Report a Problem. This transaction-based route appears in PayPal’s regional help pages, but exact labels and navigation can differ by country and app version.

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Check the status of an existing case

Open the Resolution Center to check a case. For an escalated claim, select View to see its latest status. To locate a closed case, choose Closed Cases, then select the case by its Case ID. These steps are described in PayPal’s case-status help.

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Before reporting an unauthorized payment

If you do not recognize a payment, PayPal advises checking whether a family member made it or whether it came from an automatic payment, such as a subscription. If it still appears unauthorized, use the Resolution Center’s Report a Problem flow, select the payment, and choose the unauthorized-activity reason. See PayPal’s instructions for reporting unauthorized activity.

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