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Disputes
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You can open a dispute if the item you receive is significantly different than how it was described. For example:
You received a completely different item.
Example: You purchased a tennis DVD, but received a tennis racket.
The item's condition was misrepresented.
Example: The listing said “new,” but the item was clearly used.
The item is missing parts or features, and this was not disclosed.
Example: You bought a table, and it showed up with only three legs.
You purchased a specific quantity of an item, but received the wrong amount.
Example: You bought two laptops, but received only one.
The item was damaged en route to its destination.
Example: Your antique vase was broken in transit.
You received a counterfeit version of the item.
Example: A "genuine" diamond bracelet ended up being cubic zirconia.
They don't cover buyer's remorse, however. So be sure you really want an item before completing the transaction.
If you purchased the item from one of our merchants, follow these simple steps:
- Log in to your PayPal account.
- Open a dispute in the Resolution Center within 180 calendar days of your purchase.
- Click “Dispute a Transaction.”
- Select item dispute.
Be aware that disputes must be opened within 180 days of your payment date, and that you and the seller will have 20 days to work things out.
If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your case to a claim.
Here's how:
- Log in to your PayPal account.
- Click on your existing case in the Resolution Center.
- Select “File a Claim.”
You must file your claim within 20 days of when the dispute was first opened. Then, we’ll review your case and try to provide a final decision within 30 days.
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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
DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.
If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.
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Kudos / Solution appreciated.
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