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
What must I to do to be protected?
To be eligible for Buyer Protection, you need to qualify that you
- buy physical items that can be shipped (excluding vehicles such as cars, caravans and boats)
- pay for your item with PayPal at an appropriate checkout
- pay for your item in a single payment. Items purchased with multiple payments (like a deposit followed by a final payment) don't qualify
- raise a dispute within 45 days of payment
- did not receive a purchase or receive a purchase which is significantly not as described
Are all my purchases covered?
There are a few items that we can't offer Buyer Protection for, including:
- all vehicles
- intangibles, such as services or digital goods
- licenses and access to digital content
- travel tickets (including airline)
- real estate
- businesses for sale
- prohibited items on the "PayPal Acceptable Use Policy"
See our User Agreement for full list of exclusions