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That's a great question, dada1111.  PayPal typically treats the return process very similar to that of an in-store purchase.  For example, if I were to buy a lamp, take it home, plug it in and find out it doesn't work, I would have to return the lamp to the store in order to receive a refund.  The store would not reimburse me for my time, energy, gas, or any other costs associated with the return.  Our online return process works out in the same manner.   However, we know that it isn't a one-to-one example.  Some online merchants cover the cost of return, but most don't.  That's why we've launched the Returns On Us program.  This program helps buyers, such as yourself, return products to their sellers at a discounted cost, and sometimes free.  Please visit the page https://www.paypal.com/returns for additional information regarding this program.   Thank you for reaching out for help.  I hope you have a great day. 🙂 - Travis ... View more

@dada1111   The dispute phase is for communication between you and the seller to see if you can resolve things.   If you can't then you can escalate the dispute to a claim at anytime you want to BUT you have to escalate it before day 20 or it will time out.   >>>   How do I open a dispute with a seller when a purchase goes wrong? You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if: •You don’t receive the item •You receive an item but it’s significantly different than the description on eBay or on the seller’s website By opening a dispute, you can communicate directly with your seller to work out a problem transaction. If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement. These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you. To open a dispute: 1.Log in to your PayPal account. 2.Near the bottom of the page, under 'More about your account', click Resolve a problem in our Resolution Centre. 3.Click Dispute a Transaction. 4.Select the button beside the transaction you want to dispute, then click Continue. 5.Select ‘Item dispute’, click Continue and follow the on-screen instructions. Note: •Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received •Where an item has not been received, please ensure you have given the seller enough time before opening a dispute https://www.paypal.com/webapps/mpp/first-dispute ... View more