Validate the dispute connection and approval boundary
Connect every PayPal account that can receive this store's transactions.
Open Disputes.
Select Refresh from PayPal.
Confirm Assisted dispute monitoring is On and Merchant approval required is visible.
Check Cases monitored, Cases awaiting response, and Last checked.
Open one case and verify the PayPal transaction, Shopify order, reason, lifecycle stage, deadline, evidence, activity, and available actions.
Required PayPal access
The connected account must own the disputed transaction and retain the PayPal dispute permissions granted during authorization. If cases stop refreshing after a password, permission, or security change, re-authorize that same payer in Settings.
Monitoring versus submission
Monitoring retrieves changes, deadlines, messages, evidence state, and the actions PayPal currently permits. It does not send a message, offer, evidence package, acceptance, return acknowledgement, escalation, supporting information, or appeal. An authorized merchant user must open an action, complete the required fields, and approve the final submission.
If no cases appear
Clear search and return to the All tab.
Confirm the receiving PayPal account is Active.
Select Refresh from PayPal once.
Check whether PayPal shows the case for that exact account.
Record the dispute ID and last checked time before contacting support.
New cases and action changes appear only as PayPal makes them available.