Buyer Protection - Resolving Buying-Related Problems - PayPal Canada

Buyer Protection: Resolve a Problem with a Purchase

Buyer Protection: Resolve a Problem with a Purchase

     
Resolve Purchase Problem

PayPal's got you covered if your order never arrives-or if it arrives significantly different than advertised.

     

Disputes

If something goes wrong with your order, we'll help you work with the seller to start making it right.

Item Disputes

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.

Report a Problem - Item Dispute

Unauthorized Transactions

Did you find a suspicious charge, an error, or some other unauthorized transaction in your account? Report it within 60 days of when it appeared in your account history statement and PayPal will protect you with $0 Liability for Eligible Unauthorized Transactions.

Before notifying us, please review the transaction to be sure that it is not a purchase or other transaction you made that you may have forgotten about, like a recurring payment for a magazine subscription.

You can notify us in the following ways:

For any type of unauthorized transaction or error, you can call PayPal Customer Service at (402) 935-7733. You can also notify us in writing or online by following the instructions below:

  • Use the form available in the PayPal Resolution Centre to file an unauthorized transaction report. Report a Problem Unauthorized Transaction
  • Or
  • Write to PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950, United States.

Once your claim has been filed, we will investigate and do our best to resolve the issue. Any transaction found to be in error or unauthorized will be refunded.

Please be aware that we will notify any other parties involved in the transaction in order to help us investigate and resolve your claim.

Check out these helpful tips on keeping your account secure.

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:

  1. Log in to your PayPal account.
  2. Open a dispute in the Resolution Centre within 45 calendar days of your purchase.
  3. Click Dispute a Transaction.
  4. Select Item dispute or Unauthorized transaction.

Resolution Center Dispute Button

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.

Here's how:

  1. Log in to your PayPal account.
  2. Click on your existing case in the Resolution Centre.
  3. 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.

Escalate to a Claim

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:

  1. You received a completely different item.
    Example: You purchased a hockey skates, but received a hockey stick.
  2. The item's condition was misrepresented.
    Example: The listing said new but the item was clearly used.
  3. 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.
  4. You purchased a specific quantity of an item-but received the wrong amount.
    Example: You bought two laptops but received only one.
  5. The item was damaged en route to its destination.
    Example: Your antique vase was broken in transit.
  6. You received a counterfeit version of the item.
    Example: That "genuine" diamond bracelet ended up being cubic zirconia.

Open a dispute

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.

Open a Dispute

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:

  1. 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.
  2. 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.
  3. 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.

Address Confirmation

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.

Dispute a Button

Unauthorized Transactions

If you think someone has used your account without permission, report it to PayPal immediately and we'll help protect you.

Did you find a suspicious charge, an error, or some other unauthorized transaction in your account? Report it within 60 days of when it appeared in your account history statement and PayPal will protect you with $0 Liability for Eligible Unauthorized Transactions.

Before notifying us, please review the transaction to be sure that it is not a purchase or other transaction you made that you may have forgotten about, like a recurring payment for a magazine subscription.

You can notify us in the following ways:

For any type of unauthorized transaction or error, you can call PayPal Customer Service at (402) 935-7733. You can also notify us in writing or online by following the instructions below:

  • Use the form available in the PayPal Resolution Centre to file an unauthorized transaction report. Unauthorized Transaction
  • Or
  • Write to PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950, United States.

Once your claim has been filed, we will investigate and do our best to resolve the issue. Any transaction found to be in error or unauthorized will be refunded.

Please be aware that we will notify any other parties involved in the transaction in order to help us investigate and resolve your claim.

Learn how to protect yourself from fraud and identity theft here.

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