New to the community? Welcome! Please read our Community Rules and Guidelines
You can message, live chat or use social media but realize that due to Covid-19, staff is reduced, phone lines limited or closed so response will take longer:
Facebook (US): https://www.facebook.com/paypal
Twitter (US): @AskPayPal
If transaction is pending temporary authorization, it cannot be canceled by PayPal. Only merchant can cancel. If the payment is completed, you may file a dispute:
Locate payment transaction in your PayPal account activity, click it, then click "Report a problem" and choose the most appropriate option:
(Note: the option you choose makes or breaks your claim so choose correctly!)
I didn't receive an item i purchased
The product or service [the entire order] was not delivered to you.
I received an item that's significantly not as described
The product or service was significantly not as described in your order.
I want to report unauthorized activity
Report suspicious activity, transactions and account changes you didn't authorize*.
I have a billing issue
Report issues with transaction amount, duplicate charges, refunds or canceled subscriptions.
*Meaning someone broke into your account and did something without your permission or knowledge. This does not include paying someone you didn’t know was a scammer or by mistake. Choose from the first two (2) options for such situations.
If you sent payment as friends and family, the first two (2) options are not availble because friends and family payments have no purchase protection and is considered a "gift" payment, so no refunds or filing disputes on PayPal, it will get denied. If you paid with credit card, you might want to try and dispute through your card issuer instead, card issuer permits it.
Please read Buyer Protection terms:
PayPal has a return shipping refund program (register your account before filing dispute for your return to be eligible):
If paid through PayPal guest checkout, look for PayPal receipt email with the receipt ID number at the bottom. Call customer service and provide receipt ID number to open dispute based on the options listed above.