PayPal Community

@kernowlass wrote: You obviously have not read the emails sent by paypal as since JUNE 2014 you now have 180 days to open a dispute (same as a credit card), if you have a U.K paypal account. I'm not sure when the dispute time limits changed, at least in Oz, but today I read the policy on PayPal site, which states:   'You can open a dispute if the following conditions are met: You never received your item, or if the item is significantly not as described, and It has been less than 180 days since the payment was made. Before you open a dispute, we recommend you contact the seller directly and try to resolve the issue. This is often faster and less contentious than filing a dispute. Note: Starting from November 18, 2014, we're extending the timeframe to open a dispute from 45 days to 180 days. If you've made the transaction before November 18, 2014, you'll still need to open a dispute within 45 days from the transaction date.'   I wasn't sure if this applied to me in Oz, so I tested this out by starting a to raise dispute on an item I purchased back in late July 2015. This was about 113 days ago. The process seemed to be working OK, although I didn't submit the dispute because I was just testing it.   So it seems that the policy, at least here in Oz, has changed. I was thinking 180 days was a bit too long, but only last week I received a low cost item from China after being lost in the mail for over 95 days and that I had already received a refund for. I checked the postage date and it appeared to have been posted within a few days of ordering. This was probably an extreme example of postage times, but it does show that there was a need to change the policy. I'm glad some common sence has been applied.   Thanks kernowlass for hilighting the policy change. It was probably embeded in one of those EULA encyclopedias that everyone deletes.   P.S. if anyone is wondering, yes I did contact the seller about the refund, and have subsequently re-paid for the item. Although that's a whole other topic. ... View more

if she does escellate it to a claim now, will she be able to immediately provide evidence, such as screen shots, before PayPal asks for evidence. This is where the risk of being away when a 10 day response time is applied by PayPal, then losing automatically. I guess if that goes pear-shaped, she can resort to requesting chargeback through the Credit Card issuer. ... View more

After she lodged the dispute it did not show up as an open case, however I have just been told that after waiting overnight it is now showing up in the open cases. not sure what went wrong, but may have been a 'glitch' somewhere. She should be able to escellate it to a claim now, we'll see if that works. ... View more

Sorry, I must have my terms back the front. It has been lodged as a dispute but not accepted yet, so can't be escalated to a claim yet. Maybe in a day or two. The purchase was via a PayPal link on the sellers web site on Christmas day, about 5 weeks ago. So dispute was register within 45 days as Not Correct Version or some similar option was the reason. And they don't make a version for her hardware yet. On the web site it stated minimum requirements, but should have stated actual requirements because there is only one version of hardware that it works on. She has a later version of hardware. The item was a download not physical. Both she and I have captured screen shots of the advertising on the web site, and also the emails that promise a refund. Sorry for the confusion, hope that makes it clear. ... View more

As it turns out it was only just raised as a claim, so can't be escalated yet until it is accepted as a claim by PayPal. ... View more

Wow, that was a quick reply, thank you very much kernowlass. 1. I transferred money to her bank account, and she purchased the item on her new PayPal account, so she is the buyer not me. 2. I worked out she can't wait until she returns to escalate it because it will be on the last day before it gets cancelled. But I was unsure whether to escalate it now, or wait until just prior to leaving in a weeks time. Either way if she gets a 10 day response time later she will not be able to if that comes in while she is away. I guess if she escalates it today and she gets the opportinity to respond before she goes then that would be ok. It's just a gamble now on the best option, but the whole time limit thing is very annoying when it is out of your control for some other pre-planned event. I think I will recommend the escalation immediately as you suggested. It's not as if the seller is going to fix the software in 10 days, so a refund is the only option. ... View more

This is why I think the 45 day limit is too short. eBay recommends that buyers try and resolve their problem directly with the seller in the first instance before they raise a claim. So let's say I purchase an item from China and it typically takes 30-35 days to arrive. (I understand that and am happy to wait for free postage). I then have an issue with the item, such as wrong item, quantity wrong or it doesn't arrive etc. I then contact the seller and they say no problem they will replace the item or send another one to resolve the issue. But, and this is where the 45 days becomes a problem, regardless of whether the seller sends the item or not, the 45 day time limit will elapse because it takes another 30-35 days to arrive, if at all. I have been caught out by this on a few occasions, mostly on low value items, and of course I'm now much wiser, and always raise a claim before day 45 regardless of the promises. Unfortunately for some honest sellers, the dishonest ones have burnt their bridges and I no longer believe any promises. I have complained to eBay and PayPal about the 45 day limit before and explained why, but they don't listen. If the UK can have 180 days (which is probably a bit too long), then surely every other country can have more than 45 days. For me I think 60 or 75 days would be better for the initial claim if the buyer is happy to try and resolve it out with the seller. As someone here has already mentioned maybe a poll will get customer feedback and PayPal will then consider changing their policy. ... View more