CODE OF CONDUCT COMPLAINTS
If you are a Merchant and have a complaint relating to the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”) then please contact us. We’ll do our best to find a resolution.
What types of Merchant complaints relate to the Code
Some examples of complaints that would be governed by the Code include:
- We have introduced a new fee or increased an existing fee and did not provide you with 90 days’ prior notice;
- Our terms and conditions governing our provision of services to you is unclear or misleading; or
- Your merchant statement is incorrect and does not accurately disclose fees you pay or have paid.
Not all customer service complaints fall under the Code. If your complaint does not fit into the examples above, you can review the Code or visit the Financial Consumer Agency of Canada’s (“FCAC”) website for more information on your rights as a merchant.
How to file a complaint with us
You’re a valued customer and we’re here to help. Please contact PayPal Customer Service or 1 877 569-1116 or mail us at:
Attention: Code of Conduct
661 University Avenue, Suite 506
Toronto, ON, M5G 1M1 Canada
To help us assist you, please provide us as much information as you can about your complaint, including copies of any supporting documentation. If we cannot resolve your complaint immediately, we will confirm receipt of your complaint within five business days and provide you with our final decision in writing within 90 days. In the unlikely event we cannot resolve your complaint within 90 days, then we will advise you of our expected response time.
If you are unhappy with our handling of your complaint
If you are not satisfied with our handling of your complaint, you may contact the FCAC directly. The FCAC can be reached at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
1 866 461-3222
Please note that FCAC is not a dispute-resolution agency for consumers in their individual dealings with PayPal.
Please note that the information we obtain through this complaint process may be shared with third parties (e.g. a payment card network or your financial institution) to help us address your concerns properly and expediently.