How to Get a Refund from PayPal for Unauthorised Payments
Finding an unexpected payment on your PayPal account can be alarming, but you have rights and a clear path to reclaim your money. PayPal has specific procedures in place to protect users from fraudulent activity. This guide will walk you through the steps to report and dispute unauthorised transactions.
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PayPal's User Agreement, specifically its 'Protection for Unauthorized Transactions' and 'PayPal Buyer Protection' policies, are the primary mechanisms for disputing and reclaiming funds from unauthorised payments. These policies outline PayPal's responsibility to investigate and, if valid, refund such transactions. You typically have 60 days from the date of the transaction to report it as unauthorised. If PayPal's internal process does not resolve the issue, you may also have rights under your card issuer's chargeback scheme or your bank's fraud protection policies, depending on how your PayPal account was funded.
Step by step
- 1Log into your PayPal account and go to the 'Activity' section. Review your recent transactions carefully to identify any payments you do not recognise or authorise.
- 2Select the unauthorised transaction and click 'Report a problem' or 'Dispute transaction'. Choose 'I want to report unauthorised activity' and follow the prompts to provide details about the payment.
- 3Follow PayPal's Resolution Centre process. You may need to provide additional information or evidence, such as confirming you did not make the purchase or that your account was compromised. Respond promptly to any requests from PayPal.
- 4If PayPal denies your claim, or if the transaction was funded directly from your bank or a credit card, contact your bank or card issuer. Explain that an unauthorised transaction occurred via PayPal and request a chargeback or dispute the payment directly with them.
What they'll say, and your comeback
“We believe this transaction was authorised by you.”
Comeback, I can confirm this transaction was absolutely not authorised by me. My account may have been compromised, or this was a clear error. Please re-investigate based on the evidence I provided.
“You shared your login details or did not protect your account.”
Comeback, I did not share my login details. I maintain strong password security and have not knowingly exposed my account information. This was an unauthorised transaction, and I expect PayPal's protection to apply.
“The transaction is outside the reporting window.”
Comeback, I reported this unauthorised transaction as soon as I became aware of it. I request you consider the circumstances and investigate this fraudulent activity thoroughly, as per your User Agreement.
FAQ
How long does PayPal take to investigate an unauthorised payment?
PayPal typically aims to resolve unauthorised transaction claims within 10 business days, though some complex cases may take longer. They will keep you updated through the Resolution Centre.
What if the unauthorised payment was for a subscription?
If an unauthorised payment is for a subscription, you should still report it as unauthorised activity. Additionally, you should also cancel any recurring payments or subscriptions linked to the fraudulent transaction within your PayPal account settings to prevent future charges.
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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.