PayPal

refund policy – how to claim your money back

PayPal Australia offers strong refund protections, but only for specific scenarios. You’re eligible if:

• 📦 Item Not Received – You paid but the product never showed up.
  
  
• 🚫 Significantly Not as Described – The item is defective, wrong, or grossly misrepresented.
  
  
• 🔒 Unauthorised Transactions – Someone accessed your account and made a payment without your permission.
  
  
• 🧾 Billing Errors/Duplicates – You were charged twice or after cancelling a service.
  
  
• 📭 Seller Goes Silent – No response or refusal to fix the problem.
  
  

🛑 Not Covered:

• Change of mind or “just don’t like it” refunds.
  
  
• Some transaction types: real estate, vehicles, custom goods, “friends & family” payments.
  
  
• Claims filed after 180 days from purchase.
  
  

If your case fits within PayPal’s Buyer Protection, you’ve got a solid shot at a refund.

Here’s how to navigate PayPal’s refund process step-by-step:

1. 👋 Contact the Seller First
   Log into your PayPal account, go to Activity, and message the seller. Many issues are resolved here, without escalation.
   
   
2. 🛠 Open a Dispute in the Resolution Centre
   
   
   • Go to PayPal’s Resolution Centre.
     
     
   • Select the transaction and choose “Dispute a transaction.”
     
     
   • Explain the issue clearly. Add proof (e.g. tracking, photos, invoices).
     
     
3. ⏱ Use the 20-Day Window
   After opening the dispute, you have 20 days to resolve it or escalate. If the seller doesn’t resolve it, move to a claim.
   
   
4. ⚖ Escalate to a Claim
   If the issue remains, escalate. PayPal will step in, review the evidence, and decide.
   
   
5. 📨 Get the Decision
   If approved, you’ll be refunded via your original payment method. If denied, you can appeal within 10 days or escalate externally.
   
   
6. 🚨 Still Stuck? Escalate to AFCA
   You can lodge a complaint with AFCA (Australia’s financial ombudsman) if PayPal’s resolution is unsatisfactory.
   
   

📌 Reminder: File disputes within 180 days of purchase to be eligible.

• ✅ Instant Seller Refunds – Refunds may show in 2–5 business days (PayPal balance/bank) or up to 7 days for card refunds.
  
  
• ⚖ Dispute Process –
  
  
  • Dispute phase: Up to 20 days
    
    
  • Claim phase: Resolved within 7–14 days typically, but may extend up to 30–65 days in complex cases
    
    
• 💳 Card Refund Delays – Even after approval, card refunds can take up to 30 days (usually faster).
  
  
• 🏦 Withdrawals – Once refunded to PayPal balance, allow 1–2 days to transfer to your bank.
  
  

Realistically: Simple refunds = 1–2 weeks. Complex cases = up to 6–8 weeks.

Refunds go back to your original payment method:

• 🏦 Paid with PayPal Balance/Bank – Refund goes into your PayPal balance.
  
  
• 💳 Paid with Card – Refund goes back to the same card.
  
  
• 🔀 Split Payment? – Refunded proportionally to each method.
  
  
• 📉 Pay in 4? – Any payments made are refunded, future payments are cancelled.
  
  
• ❌ Card Closed? – Refund is rerouted to your PayPal balance (you may need to contact your bank).
  
  
• 🚫 No Cash or Cheques – Refunds are always digital.
  
  

Whether the refund is issued by the seller or PayPal, the process follows the same method.

Here’s what commonly goes wrong—and how to fix it:

• ❌ Fake Tracking / Scammer Sellers – Seller uploads false tracking. Solution: Contact PayPal with address proof and escalate.
  
  
• 😕 Quality vs Description Disputes – Not covered if item technically matches description. (Tip: Appeal if you think it’s misclassified.)
  
  
• 📉 Card Refunds Take Ages – Can take up to 30 days. Check your card account regularly.
  
  
• 📞 Support Access Frustrations – PayPal prefers self-service. If stuck, request a supervisor or try social media DMs.
  
  
• 🔒 Account Limitations – Refund disputes involving fraud may temporarily freeze your account.
  
  
• 📭 Seller Ghosts You – PayPal gives them time to reply before siding with you.
  
  
• 🚚 Return Shipping Costs – Buyer often pays return shipping unless PayPal’s “Return Shipping On Us” (check if still active) applies.
  
  
• 😤 Unfair Denials – Escalate with more evidence, or lodge a complaint with AFCA if you believe the outcome was incorrect.