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Report a Problem - PayPal Canada

Report a Problem

Report a Problem

Open a Dispute

Disputes arise for many reasons, but most of them can be resolved.

Item Disputes

If what you purchased is not what you received, you can open a dispute and we'll help you resolve it.

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.

PayPal keeps the lines of communication open between buyers and sellers, so it's easier to work things out quickly and successfully.

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, you can escalate it to a claim, which means PayPal will make a decision in favour of either you 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

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. 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.

Learn all about identity theft and how to protect yourself here.

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

Report Suspicious Activity

Be sure to tell us about anything out of the ordinary, from fake emails and websites to unauthorized account activity.

Report Phishing

Phishing is an illegal attempt to "fish" for your private, sensitive information. If you believe you've received a phishing email, follow these steps:

  1. Forward the entire email to spoof@paypal.com.
  2. Do not alter the subject line or forward the message as an attachment.
  3. Delete the suspicious email from your email account.

We'll send you an email response to let you know if the email is indeed fraudulent. In the meantime, don't click on any links or download any attachments within the suspicious email.

Learn more about phishing here.

Fake email

Report a Spoof Website

Phishing emails often lead you to fake or "spoof" websites in an attempt to steal your private, sensitive information. If you believe you've arrived at a spoof website, do not enter any information.

All you have to do is copy and paste the site's Web address (e.g., http://www.we382eu.ca) and share it with us here. With this simple action, you'll be helping to keep our entire community safe.

Report Fake Website

Report Unauthorized Account Activity

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.

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