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Email contact form not enough


Email contact form not enough

The Electronic Commerce (EC Directive) Regulations 2002 require that organisations like PayPal supply an email address.  There is a requirement to supply rapid contact and direct effective communication.  How does PayPal  comply?


  • the details of the service provider including his or her email address, so long as it allows rapid contact and direct and effective communication. The CJEU in Bundesverband v Deutsche Internet Versicherung (2008) confirmed that in order to be able to respond to consumers promptly, a company may need to provide other methods of communication beyond its postal and email address. A 'contact us' form without also providing an email address in not sufficient;

General information to be provided by a person providing an information society service

6.—(1) A person providing an information society service* shall make available to the recipient of the service and any relevant enforcement authority, in a form and manner which is easily, directly and permanently accessible, the following information— 

(a) the name of the service provider;

(b) the geographic address at which the service provider is established;

(c) the details of the service provider, including his electronic mail address, which make it possible to contact him rapidly and communicate with him in a direct and effective manner;

(d) where the service provider is registered in a trade or similar register available to the public, details of the register in which the service provider is entered and his registration number, or equivalent means of identification in that register;

(e) where the provision of the service is subject to an authorisation scheme, the particulars of the relevant supervisory authority;

(f) where the service provider exercises a regulated profession—

   (i) the details of any professional body or similar institution with which the service provider is registered;

   (ii) his professional title and the member State where that title has been granted;

   (iii) a reference to the professional rules applicable to the service provider in the member State of establishment and the means to access them; and

(g) where the service provider undertakes an activity that is subject to value added tax, the identification number referred to in Article 22(1) of the sixth Council Directive 77/388/EEC of 17 May 1977 on the harmonisation of the laws of the member States relating to turnover taxes—Common system of value added tax: uniform basis of assessment(1).

(2) Where a person providing an information society service refers to prices, these shall be indicated clearly and unambiguously and, in particular, shall indicate whether they are inclusive of tax and delivery costs. 




Volunteer Advisor

Re: Email contact form not enough



Click on the words "Help / Contact" at the bottom of paypals pages and use the email or phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Scroll down past the list of help questions and click on 'Call us' bottom of that page. Log in and get the code.
Freephone from a UK landline or UK mobile number.


have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: and @AskPayPal for Twitter.

Advice is voluntarily given.
Kudos / Solution appreciated if I helped you.

Re: Email contact form not enough

Sorry but you miss the point.  The company has to supply an email address - not just a form.