e-shopping & auctions > online auctions - eBay > The item I won never arrived does PayPal have to give me money back?
If you paid for your item using PayPal
PayPal does not offer 100% protection.So, you must start using the PayPal Buyer Complaint procedures straight away. Do not let a seller's excuses delay you in beginning these procedures. You only have 45 days from the payment date to file a claim.
The PayPal Dispute Resolution process has three steps:
- It begins by using a service that allows both parties to communicate directly with one another to try to resolve your issue amicably.
- However, if the dispute is not resolved then the next step is to file a formal complaint. It is at this point that PayPal will freeze the funds of the seller to cover the amount of the claim - but it only works if the seller has funds available.
- The last step is that PayPal will contact both parties. They will investigate the claim. Should they find in your favour they will return the money you paid - but only if funds are available from the seller.
If you are not satisfied with PayPal you should first try to resolve the issue with them. Ask them about their complaints procedure. If at the end of the process the matter cannot be resolved, you may be able to refer your complaint to the Financial Ombudsman Service.
The Ombudsman Service exists to help resolve individual disputes between consumers and financial firms. PayPal is a voluntary member of the UK's Financial Ombudsman Service.
Contact Financial Ombudsman via their website or call their consumer helpline on 0845 080 1800
Last updated on April 15, 2008 by The E-Victims Organisation