How to get a refund from PayPal for an item not received
If you've paid for an item using PayPal and it never arrived, you're not out of luck. PayPal offers a robust Buyer Protection program designed to help you get your money back in these situations. This guide walks you through the exact steps to file a claim and secure your refund.
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Build my claim →Your rights
Your right to a refund for an item not received when paying via PayPal is covered by the **PayPal Buyer Protection Policy**. This is a contractual agreement between you and PayPal, not a statutory right like the Consumer Rights Act. It allows you to open a dispute if an eligible item you purchased doesn't arrive or is significantly not as described. PayPal acts as a mediator, investigating your claim and, if valid, refunding your purchase price plus original shipping costs.
Step by step
- 1Contact the seller directly first. Often, a simple message can resolve the issue, as they might provide tracking or arrange a reshipment. Keep records of all communication.
- 2If the seller doesn't respond or resolve the issue within a reasonable timeframe (usually 7 days), log into your PayPal account and open a dispute in the Resolution Centre. Select 'Item not received' as the reason.
- 3Provide all requested information, including the transaction ID, item details, and any communication you've had with the seller. PayPal will then notify the seller and give them a chance to respond.
- 4If the seller still doesn't resolve the issue, or you're not satisfied with their proposed solution, escalate the dispute to a claim within 20 days of opening it. PayPal will then review the case and make a decision, which can take up to 30 days.
What they'll say, and your comeback
“It's on its way, just delayed. Please wait longer.”
Comeback, PayPal's Buyer Protection has specific time limits for opening disputes and escalating claims. I need to adhere to these to protect my purchase. If you cannot provide valid tracking showing delivery, I must proceed with the claim.
“I've already shipped it. It's not my fault if the shipping company lost it.”
Comeback, As the seller, you are responsible for ensuring the item is delivered. PayPal requires sellers to provide valid proof of delivery, including tracking that shows the item was delivered to my address.
“You need to contact the shipping company yourself to track it down.”
Comeback, My contract is with you, the seller, not the shipping company. It is your responsibility to liaise with your chosen courier regarding any delivery issues or lost parcels.
FAQ
What is the time limit for opening a dispute with PayPal?
You must open a dispute within 180 days of the date of your purchase. After opening a dispute, you then have 20 days to escalate it to a claim if the issue isn't resolved.
What if the seller provides fake tracking information?
If the tracking information is invalid, shows delivery to a different address, or is otherwise fraudulent, you should communicate this clearly within your PayPal dispute. PayPal will investigate the evidence provided by both parties when you escalate the dispute to a claim.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.