Paypal Customer Service FAQ
What if I didn't receive my item or it's not as advertised?
The best way to resolve a problem with a purchase is to communicate directly with the seller. Most sellers welcome the chance to sort out issues and provide good customer service.
You can find the seller's email address to discuss this, or to request a refund, in the payment details of any transaction. Find the payment and click on it to open the details. If it's not possible to work things out with your seller you can report the problem in the PayPal Resolution Centre and we may be able to investigate the issue for you. To learn more about how the PayPal dispute process works, see our guide to handling a disputes.
If you purchased the item on eBay, use the eBay Resolution Centre. If you purchased the item on a site other than eBay, use the PayPal Resolution Centre.
There are 2 kinds of disputes:
• Item Not Received. You bought something but didn't receive it. (Wait at least 3 days from the transaction date to give your seller enough time to ship the item.)
• Significantly Not as Described. You received an item but it was significantly different from the seller's original description. (You might have to pay return shipping costs.)
Here's how to open a dispute:
1. Go to Summary.
2. Under 'More about your account', click Resolve a problem in the Resolution Centre.
3. Click Dispute a Transaction.
4. Select 'Item Dispute', then click Continue.
5. Click Find transaction ID.
6. Click the Transaction ID next to the transaction you want to dispute, then click Continue.
• You have to open a dispute with PayPal within the timeframe noted in the transaction details.
• If you and the seller can't resolve the problem, you can ask us to investigate by escalating your dispute to a claim.
• If you don't escalate a dispute to a claim within 20 days, we automatically close it. Once a dispute is closed, you can't reopen it or escalate it to a claim.
• Items collected in person or arranged to be collected on the buyer's behalf are ineligible for Item Not Received (INR) claims.
• If the seller presents evidence that they delivered the goods to your address, PayPal may find in favour of the Seller for an Item Not Received (INR) claim even if you did not receive the goods.
• Refer to the User Agreement for additional information on the information a seller must provide to demonstrate delivery.
For eBay specific information, please refer to eBay's customer support page.
Where is my refund?
You can view the status of your refund in your Activity. Here's how:
1. Go to Activity.
2. Click Advanced search to see the dropdown menu.
3. Select Refunds.
4. If needed, select the desired date range to see your refund.
5. Click the refunded transaction to view the details.
Where is your refund sent?
• If your payment came from your card, it will be refunded to that card. Depending on your card issuer, it may take up to 30 days to complete a refund.
• If your payment came from either your bank account or your PayPal balance, it will be refunded to your PayPal balance.
Is your refund pending?
There are a few reasons why your refund might be pending, such as:
• The refund was sent to an email address that isn't confirmed. PayPal payments can't complete until the recipient's email address is confirmed on their PayPal account.
• Banking delays are holding up the refund. Banking delays can sometimes delay refunds by up to 7 working days.
Refunded or Partially Refunded:
If your refund status is Refunded or Partially Refunded, it means that the refund is complete. The money should be back in your PayPal balance or on your card.
Can I cancel a payment?
Some payments can be cancelled while others cannot. You may only cancel a payment in your 'Pending' payments which shows as Unclaimed, meaning it hasn't reached the intended recipient. These payments are displayed with a 'Cancel' button alongside.
If a payment is Completed this means the money has already reached the other party, so it can't be cancelled.
You may still ask the recipient for a refund. If you're refused a refund, but feel that you're entitled to one, you can open a dispute to discuss this with the seller via the Resolution Centre. If this doesn't help you can escalate your dispute to a claim, for PayPal to resolve if necessary.
How can I tell if an email is genuinely from PayPal?
Fake emails, also known as 'phishing' or 'spoof' emails, attempt to trick you into revealing personal or financial information such as bank account details, credit card details and passwords etc. These fake emails often link to fake (spoof) websites where your information can be collected if you type it.
You'll know that an email is not from PayPal when:
• It begins with a generic greeting like 'Dear user' or 'Hello, PayPal member.' We'll always begin with your first and last name or the business name on your PayPal account.
• It asks for financial and other personal information. Our emails will never ask for your bank account number, debit or credit card number etc. We'll never ask for your full name, your account password, or the answers to your PayPal security questions in an email.
• It asks you to provide the tracking number of a dispatched item, before you've received the payment into your PayPal account.
• It includes a software update to install on your computer.
Here are some security tips to help you stay protected online:
• Even if a URL contains the word 'PayPal', it may not be a PayPal webpage.
• When using PayPal, always ensure that the URL address listed at the top of the browser displays as https://www.paypal.com/. The 's' in 'https' means the website is secure.
• Look for the 'lock' symbol that appears in the address bar. This symbol indicates that the site you're visiting is secure.
If you think you've received a phishing email, forward it to email@example.com and then delete the fake email from your mailbox. If you've responded to a fraudulent email and believe your PayPal account may now have been accessed, you should report the unauthorised access immediately.
• If you provided any personal information in response to a phishing email or on a spoof website, change your Password and Security Questions immediately.
• If you provided any financial information, contact your bank and your credit card issuer and tell them about the situation.
• Review your PayPal account history to check that you recognise all recent payments.
How do I confirm my bank account?
For security purposes or as part of getting verified you may be asked to add your bank account to your PayPal account and confirm that you're the owner of that bank account.
To confirm your bank account:
1. Go to Wallet.
2. Select the bank account to confirm and click Confirm.
3. Click Continue, then review and submit the Direct Debit details.
(If the bank account is a business account or more than one person is required to authorise debits, you must print and sign a paper Bank Funding Instruction and post it to the address provided.) We'll deposit 1p in your bank account. You'll find a 4-digit code next to the 1p deposit on your statement. This should appear in your bank account within the next few minutes, but may take up to two hours, depending on your bank.
When you know the 4-digit code:
1. Go to Wallet.
2. Click Unconfirmed next to the bank account to confirm.
3. Enter the 4-digit code and click Confirm. (You can make 3 attempts.)
4. If the bank account is for a business or more than one person is required to authorise debits, you must print and sign a paper Bank Funding Instruction and post it to the address provided on-screen.
Confirm your bank now.
How do I reset my password if I've forgotten it?
If you've forgotten your PayPal password but you remember your email address, follow these steps to regain access to your account:
1. Go to our Log In page.
2. Click Having trouble logging in?
3. Enter the email address you use for PayPal and click Next.
4. Select how you want to recover your password and click Next. (You'll be shown some options such as Have us call you, Receive a text, Receive an email or answer your security questions.)
• If you choose to Have us call you, you'll see a code on the next screen. Use it when you get our call. We'll then ask you to create a new password (we'll ask you to enter it twice).
• If you choose to Receive a text, enter the 6-digit security code we send to your mobile and click Next. We'll then ask you to create a new password (we'll ask you to enter it twice).
• If you choose to Receive an email, enter the 6-digit security code we email to you and click Continue. We may ask you to confirm your card number. We'll then ask you to create a new password (we'll ask you to enter it twice).
• If you choose to Answer security questions, enter your answers and click Continue. We may ask you to confirm your card number. We'll then ask you to create a new password (we'll ask you to enter it twice).
Why is my payment being declined?
It's possible that the payment you're referring to has been stopped by our internal security system.
To provide one of the safest online payment services our internal security system reviews every payment before it's approved. Occasionally, we must stop a payment. This is similar to the way most banks and credit card companies work. When a payment is stopped, it's not a reflection of you or your account activities, but rather we've noticed a pattern associated with higher-than-normal risk.
Here are some things you can do to help improve the chances of successful payments:
• Confirm your bank.
• Confirm your card.
• Send the payment using money in your PayPal balance, rather than using a bank or card.
• Switch the payment method. If you tried making the payment with your bank, try again with your card, or vice versa.
How can I report unauthorised use of my PayPal account?
If you think someone has accessed your account without your permission, you can report it.
1. If you can log in to your PayPal account:
2. Go to the Resolution Centre.
3. Click Dispute a Transaction (whether you have transactions to report or not).
4. Click on the circle to the left of the transaction date to select.