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When you pay with PayPal on any website, Paypal can help recover your money (for purchases less than $20,000 AUD) through Buyer Protection Policy, if:

  • Your item doesn't arrive, or
  • Your item is significantly different to the seller's description.

 

How PayPal Protection works

If an unauthorised payment is made through your PayPal account, or you buy something through PayPal and it doesn't arrive or it is not as it was described by the seller (and it's not on our excluded items list) here's what you should do:

Report the problem in Paypal Resolution Centre

  • Log in to your PayPal account.
  • Click Resolution Centre.
  • Click Dispute a Transaction and follow the prompts.

Choose the type of issue

Next, choose between Item Dispute and Unauthorised Payment and follow the prompts to complete your report. Depending on your selection, here's how we'll proceed:

  • If you choose Item Dispute
    You can reach a solution with your seller by exchanging messages through the Resolution Centre over the next 20 days under the Buyer Protection policy. Otherwise, either of you can escalate the dispute to a claim. If nobody escalates it to a claim by the 20th day, we'll close the dispute. Once closed, it can't be re-opened.
  • If it escalates to a claim
    This means PayPal will investigate and decide the outcome. We'll review the messages you exchanged during the dispute phase and may request more information from you or your seller. If we find in your favour you'll get your money back.
  • If you choose Unauthorised Payment
    Our in-house fraud team will ask for as much information about the suspicious transaction as you can provide and start investigating. We'll do our best to finish everything within 10 business days. And if we find out the transaction is unauthorised, we'll refund you the entire amount.

Tip: You are also protected when you buy from overseas, but you still only have 45 days from the time of purchase to lodge a dispute. If you are worried that there may be an issue with your purchase, we recommend that you lodge a dispute within this timeframe, even if no problems have arisen yet. There is no harm to the seller and you still have recourse to be eligible to Buyer Protection. If you do raise a dispute and the item arrives as expected, be sure to let the seller know.