Buyer Protection - Resolving Buying-Related Problems - PayPal Canada
Buyer Protection: Resolve a Problem with a Purchase
- Reasons for a Dispute
- Seller Didn't Receive Payment
- My Order Never Arrived
- Unauthorized Transactions
If something goes wrong with your order, we'll help you work with the seller to start making it right.
Did the wrong item arrive? Did your order not arrive at all, or was it significantly different than described? Open a dispute - and open up the lines of communication. You and the seller can discuss the problem and try to come to a mutually agreeable resolution.
As many disputes are caused by misunderstandings, they are often easily resolved. However, if you and the seller are unable to come to an agreement on your own, your next step is to escalate it to a claim, which means PayPal will make a decision in favour of either the buyer or the seller.
If you decide to open a dispute, be aware that you must open it within 45 days of the date you made your payment, and that you and the seller will have 20 days to work things out.
And if you choose to escalate your dispute to a claim, you must do so within 20 days of opening the dispute, or it will be closed automatically.
How to Open a Dispute
PayPal encourages open communication between buyers and sellers - so it's easier for you to work things out.
Here's how to open a dispute:
If you purchased the item on eBay, start here.
If you purchased the item from one of our other merchants, follow these simple steps:
- Log in to your PayPal account.
- Open a dispute in the Resolution Centre within 45 calendar days of your purchase.
- Click Dispute a Transaction.
- Select Item dispute or Unauthorized transaction.
Escalate to a Claim
If your initial attempt to resolve the problem with the seller is unsuccessful, you can escalate your case to a claim.
- Log in to your PayPal account.
- Click on your existing case in the Resolution Centre.
- Select File a claim.
You must file your claim within 20 days of when you first opened the dispute. PayPal will then review your case and aim to provide a final decision within 30 days-and often much sooner.
Reasons for a Dispute
PayPal Purchase Protection generally covers you if your order arrives significantly different than it was described, or if it doesn't arrive at all. So be sure to open a dispute in the event of any of the following:
- You received a completely different item.
Example: You purchased a hockey skates, but received a hockey stick.
- 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 3 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: That "genuine" diamond bracelet ended up being cubic zirconia.
We don't cover buyer's remorse-so be sure you really want that shag rug before you complete the transaction.
Check out PayPal Purchase Protection for more details on what's covered and what's not.
Seller Didn't Receive Payment
Every now and then a payment is sent but fails to arrive at the seller's account.
This is easy to fix, and usually happens for one of the following reasons:
- The buyer didn't enter the seller's email address correctly. Take a quick look at your order so you're sure you got it right.
- The seller didn't confirm their email address during the PayPal registration process. Ask them to confirm it, and the "missing" payment should appear in their account.
- The email address you used to send your payment is not linked to the seller's PayPal account. Ask them to link this new email address to their account and confirm it, and your payment should be successful.
My Order Never Arrived
If the item you ordered never shows up, and the seller can't provide the required proof of shipment or delivery, you'll get a full refund.
Whether you made your purchase on eBay or any other site, you can open a dispute at the Resolution Centre to get the process started.