How to Submit PayPal Evidence for Digital Goods Disputes and Refunds

UnbansterInfo & Tips4 Comments

Have you ever had to deal with a PayPal dispute or chargeback for digital (virtual) / intangible goods, and weren’t able to actually submit your side of evidence because of the baffling tracking number mandatory field? Well, wonder no more, as in this post, we’ll guide you on how you can actually submit your evidence for any PayPal digital/virtual goods dispute and refunds!

The Digital Goods Tracking Number Problem

Apparently, regardless of the type of goods you’re selling, PayPal’s evidence submission form still asks for a mandatory tracking code and shipping company (just as if it were physical goods), which is absolutely inapplicable when dealing with virtual/digital or intangible goods.

paypal virtual intangible goods tracking number

This makes absolutely no sense, as when you deal with digital goods (such as web design, creating logos, writing services, making advertising videos, etc.), it’s well known that there is no physical shipping, and the entire transaction most likely happens via e-mail or some live chatting application.

Now, this wouldn’t be an issue if we’d live in a world where people wouldn’t scam other people, but unfortunately, that’s not the case, so chances are, regardless of you holding your end of the bargain, you might wake up to a chargeback dispute.

Add to that the fact that you will most likely not be able to submit evidence that you’ve sent the virtual/digital good to the buyer through PayPal’s resolution center, and you’re looking at an entire day of googling and calling PayPal support. So, with that in mind, let’s get on what we’re here for, namely how to submit PayPal evidence for digital goods disputes and refunds!

How to Submit PayPal Evidence for Digital Goods Disputes and Refunds

There are two ways (both official and legitimate) with which you can provide compelling evidence to PayPal when dealing with a digital goods dispute:

  1. The PayPal Cardconfirm link;
  2. The PayPal file upload outside of Resolution Center link.

Both links can and should be used together to make sure the evidence is submitted to PayPal, and by that, I mean that you should attach your compelling evidence on both the above-mentioned links.

How to Submit PayPal Evidence for Digital Goods Disputes and Refunds

Now, once you’ve submitted your evidence regarding your digital goods dispute, you need to make sure PayPal is aware of it. I’m not sure if they crosscheck it by default, but just to be sure, make sure to complete both of the following 2 steps:

  1. Contact PayPal’s e-mail support and let them know that you’ve used the above-mentioned links in order to submit your digital goods transaction evidence, and provide them with the dispute and case number, along with any other relevant information (Transaction ID, a summary of what happened or why the buyer is disputing, etc.);
  2. Contact PayPal’s phone support, with the very same information as above, and ask the PayPal employee on the phone to put a note on your account that you’ve submitted the dispute evidence via the previously mentioned links.

Generally, when contacting PayPal via mail, chances are you won’t get an actual reply back, even though they might take into account what you wrote, so combining the mail support with the phone one as well is the best way to make sure your evidence gets across and is taken into account upon reviewing the dispute.


Despite PayPal updating a lot of their systems and layout, it seems the Resolution Center is still lacking a lot of features, one of them being the fact that you can’t always (depending on the type of dispute) submit evidence when dealing with digital goods disputes.

In a world where online services are growing and getting more popular every day, they really fell a bit short on keeping up with the seller protection, especially when dealing with digital goods, so until they add these features, following this guide will surely get your compelling evidence before PayPal’s eyes and into consideration for the dispute review!

Comments 4

  1. I just had this happen to my shop. I know I was being scammed via a user Etsy and I had all the proof that they liked a product then purchased 2 digital items and downloaded both. Filed a claim saying they didn’t authorize the transaction, and continued to contact me via her Etsy (which was not compromised) I spent a long time uploading information to PayPal, calling PayPal and forming my case which was solid.

    Today a chargeback for the amount PLUS a 20 dollar fee – reason “Intangible goods or services are not covered under Seller Protection.”

    Wow. Next time I would not waste my time and justrefund the scammer. Etsy did protect me as a seller but that was hard to find contact info for. Still out 20USD though for PayPal fee and all my time. Don’t bother wasting your time if it is a digital file.

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  2. I’ve now gone through 4 different claims and chargebacks and the buyer has won every one. Even after I submitted proof that they downloaded and used the digital item. It’s becoming so common on my site that I am considering a different payment option instead of Paypal, because I can’t keep losing hundreds of dollars from scammers! Please, any advice? These heartless people are literally ruining my life.

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      I’m so sorry to hear that. :/ That really sucks. The only thing I recommend is calling PayPal after submitting the evidence, and make sure they actually receive it, or if possible escalate it for a thorough review.

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