How does PayPal deal with misunderstandings from buyers

Free buyer protection

Shop safely online.

Your safety is our top priority. That is why we have set up buyer protection in addition to comprehensive security standards. This will give you your money back if an item has not been sent or is completely different than described.

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The PayPal buyer protection

Our buyer protection consists of two parts:

  1. You can contact the seller via your PayPal account and come to an agreement. This is how you clear up misunderstandings face to face.
  2. But if you don't come to an agreement, we'll take care of the case for you.

You can report a conflict up to 45 days after payment. If necessary, you can transfer the clarification to us within a further 20 days.

Part 1: how to report a conflict

  1. Log into your PayPal account and click on "Conflict Resolution".
  2. Now select "Resolve conflict" and then "Report a problem now".
  3. Select "Buyer Protection" and follow the instructions.

For your items bought on eBay, we ask you to submit the buyer protection application directly in "My eBay". You can use the "Resolve problems" link under "Customer Service" to indicate whether you have not received your item or whether it is completely different from what was described.

It is especially important

You have paid with PayPal and your purchase is an item that can be sent by post. At the moment, services, vehicles and digital products such as e-books are not covered by buyer protection. Please also read our Buyer Protection Policy.

Part 2: how to give us the clarification

  1. In your PayPal account, click on "Conflict resolution" and there on the processing number of the conflict.
  2. On the next page, select "Apply for buyer protection" and click "Next". Then just follow the instructions.

We will then investigate your case and keep you informed by email.

Now to the conflict resolution

Questions about PayPal?
Call us: 0820 4000 1508

(Mon-Fri 8:00 am to 9:30 pm, Sat-Sun 9:00 am to 7:30 pm. 20 cents / min. From the Austrian landline network. Different charges may apply for calls from mobile networks.)

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