When you run into a problem with your purchases, PayPal is here to help at no extra cost. We can help recover your money through our Buyer Protection Policy if your purchases are eligible and:

• your item doesn't reach you
• your item is significantly different from what the seller described

How Protection Works

If you buy something through PayPal and it doesn't arrive or it significantly does not look as it was described by the seller (and it's not on our excluded items list), here’s what you should do:

 

Step 1: Log in to your PayPal account
Step 2: Click Resolution Centre followed by Dispute a Transaction.
Step 3: Choose the type of issue ‘Item Dispute’ and follow the prompts to complete your report.

You can reach a solution with your seller by exchanging messages through the Resolution Centre over the next 20 days. Otherwise, either of you can escalate the dispute to a claim. If you can't agree on a solution and nobody escalates it to a claim by the 20th day, we'll close the dispute. We'll review the claim and if the decision is in your favour, we'll refund 100% of your payment (including postage costs).

Frequently Asked Questions

See our User Agreement for full list of exclusions

PayPal protects you against unauthorised payments sent from your account without your authorisation or permission. If you were charged for something you didn't purchase, report it immediately.

Filing an Unauthorised Activity Claim

If an unauthorised payment is made through your PayPal account and here's how to PayPal helps:

	Step 1 - Open a dispute right away To issue a claim for unauthorised activity, log in to your PayPal account and click Dispute a Transaction button in the Resolution Centre to enter claim details.
	Step 2 - Initial review and request for information We'll do an initial review of your claim and try to resolve it within 10 days. If we are able to determine during our initial review that the activity was unauthorised, we'll refund the amount of the transaction to your PayPal account and close the claim. In some cases, we may need to get additional information from any other parties involved in the transaction to help us validate your unauthorised activity claim. We'll notify the other party of your claim and give them 7 days to respond in the Resolution Centre.
	Step 3 - PayPal investigates and resolves claim After gathering the necessary information, we'll investigate the claim, reach a final decision and close the case. Most claims can be resolved within 30 days, but complex cases may take longer. If the case is decided in your favour, the transaction amount is refunded to your credit card, bank account, or PayPal account.

Please note that unauthorised transactions must be reported through our Resolution Centre within 60 days. Please make sure that the suspicious activity wasn't from a family member using your account or from a recurring payment, such as a subscription.

You can track the progress of your claim and respond to requests for information in the Resolution Centre. We'll notify you when we come to a final decision.