The PayPal dispute workflow in Subotiz gives merchants clear visibility into cases before submitting evidence in the PayPal Resolution Center. PayPal disputes are consolidated in the Subotiz dashboard, allowing merchants to review and track them in one place.
Note: All dispute responses and evidence submissions must still be completed directly in the PayPal Resolution Center.
Reviewing PayPal Disputes
- Access and filter disputes: Go to Transaction > Disputes in the Subotiz admin. Apply the Payment channel filter to display PayPal disputes.
- Focus on cases marked Needs response, as these require merchant action in PayPal.
- Other statuses (Open, Pending customer response, Under review, Case closed) are reference only.
- Open a case: Select a dispute entry to view its details.
- View case header: The case details page opens with the Case ID and current Status clearly shown in the header.
- Review dispute reason and details: The page highlights the customer’s dispute reason and provides a description of the claim.
- Review additional case information: The page displays supporting details, including:
- Disputed amount and transaction amount
- Customer email and cardholder name
- Creation timestamp and response deadline
- Gateway transaction ID
- Manage the dispute: Select Open in PayPal to continue handling the case in the PayPal Resolution Center, where evidence can be submitted and communication is managed.
PayPal Dispute Reasons
Each PayPal dispute includes a customer-provided reason code with an explanation.
Reason | Description | Typical scenario |
|---|---|---|
Credit not processed | A refund or credit has not been issued. | Customer returned the product, canceled the service, or did not receive full value, but no refund was processed. |
Duplicate | The same item was charged multiple times. | Multiple charges appear for the same product or service. |
Unauthorized | Charge reported as unrecognized or not authorized by the cardholder. | Fraudulent card use or the cardholder did not recognize the transaction. Often difficult to contest. |
Incorrect charge amount | The charged amount does not match the order value. | Customer reports being billed more than the agreed amount. |
Payment by other methods | Customer reports the order was already paid through another channel. | Transaction was settled via another method before the dispute. |
Product not received | Goods or services were not delivered. | Delivery failure or incomplete fulfillment. |
Product unacceptable | Product received but defective, damaged, or misdescribed. | Item delivered broken, incomplete, or different from description. |
Subscription canceled | Charges continued after cancellation. | Billing activity occurred despite subscription ending. |
Remittance processing error | An issue occurred during money transfer. | Customer reports an error in the remittance process. |
Others | Reason not covered by predefined categories. | Customer explanation unclear or outside listed reasons. |
Best Practices
- Prioritize response cases: Filter Status = Needs response to identify disputes requiring immediate action.
- Early visibility: Review disputes promptly in Subotiz to understand claims and prepare responses before moving to PayPal.
- Case ID verification: Cross-check Subotiz Case ID with PayPal Resolution Center to confirm record alignment.
- Effective filtering: Use Payment channel and Status filters in Subotiz to quickly locate PayPal disputes requiring immediate action.
The PayPal dispute workflow in Subotiz centralizes visibility while evidence submission remains in the PayPal Resolution Center. By focusing on Needs response cases, merchants can prepare early and act quickly to protect revenue.