Build evidence for the exact PayPal request
Step-by-step
Open the case and read Reason, Lifecycle stage, requested Evidence, and response deadline.
Select Provide evidence only if it appears under Available actions.
Use the preselected or allowed Evidence type. A case can require fulfillment, refund, or other evidence.
For fulfillment evidence, enter the tracking number and choose the carrier. Add an HTTP or HTTPS tracking URL when available.
Add the PayPal item ID or refund IDs when the selected evidence type calls for them.
Write a concise Evidence note that explains what each record proves.
Select Add files and attach only relevant documents.
Review the package and submit once.
Useful evidence
Order confirmation, item description, and transaction reference.
Carrier, tracking number, shipment and delivery status, and matching address evidence.
Customer communications and agreed remediation.
Refund or credit identifiers.
For digital goods, access, download, service-delivery, or buyer-acknowledgement records.
Applicable policies accepted at purchase.
File controls enforced by PalSync
JPG/JPEG, GIF, PNG, or PDF.
Each file must be smaller than 10 MB.
All files in one request must total 50 MB or less.
No more than 100 files per submission.
Quality and privacy review
Remove unrelated personal information, use descriptive filenames, ensure every page is legible, and verify that each file opens. Keep the originals in business records. A short, reason-specific package is stronger than a large folder of unrelated material.