Dear Illinois Cook,
Thanks for your email. We want to make sure you have quick access to everything you need to get the full benefits of your PayPal Credit account. We’ve created this immediate automated response to help you manage payments on your account.
If the information below doesn’t answer your question, please reply to this email or call us on the number below.
Request a refund
You can contact the recipient to request a refund of any payment for up to 180 days after you sent it.
Here’s how to find the recipient’s email address for any payment:
- Go to Activity.
- Use the filters to find, and then click on, the payment you’d like to have refunded.
- Find the recipient’s email address and send your request from your email account.
If someone refuses to refund your money, but you feel you’re entitled to a refund, you may open a dispute in the Resolution Centre, within 180 days of the payment date, provided your issue meets certain criteria.
It’s best to ask the recipient to use the 'Issue Refund' link and not the ‘Send Money’ feature. Ask the merchant to find the payment in their ‘Activity’, click on it and then click ‘Issue a Refund’. Using this link refunds the full amount of the payment back to your PayPal balance or card, depending on the payment method used.
Refunds to your credit card can take up to 30 days, depending on your credit card company.
Find your refund status
Here’s how to view the status of your refund:
- Go to Activity.
- Click Refunds, then click on your refund to see the details.
Here are definitions for your refund’s status:
- ‘Completed’: Your refund has been credited to your account
- ‘Pending’: Your merchant has initiated the refund but the money has not yet cleared. The refund will appear as ‘completed’ as soon as the money posts to your account. This process can take up to 7 working days to complete
- ‘Cancelled’: The refund could not be completed. Contact the merchant for more information
- 'Placed' and 'Removed': These statuses refer to the temporary hold on a payment rather than the payment itself. A hold is placed on a payment (e.g. when a refund is pending) and is later removed when the payment either completes or is cancelled. When checking the status of your refund you should refer to the original payment, not the hold.
The original payment’s status will show whether the payment has been refunded:
- 'Refunded’: The entire original payment was credited to your account
- ‘Partially Refunded’: Part of the original payment was credited to your account.
Open a dispute with a merchant when a purchase goes wrong
You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
- You don’t receive the item
- You receive an item but it’s significantly different than the description on eBay or on the merchant’s website.
By opening a dispute, you can communicate directly with your merchant to work out a problem transaction.
If you reach an agreement with the merchant you can close the dispute. If you're still not happy with the result, you can escalate the dispute to a claim. We'll review the claim and decide on reimbursement.
To open a dispute:
- Go to Resolution Centre.
- Click Report a problem.
- Select the button beside the transaction you want to dispute, then click Continue.
- Select ‘Item dispute’, click Continue and follow the on-screen instructions.
Note:
- Generally, buyers must wait at least 7 calendar days from the date of payment to escalate a dispute for an item not received
- Where an item has not been received, please ensure you have given the merchant enough time before opening a dispute.
For more information
If the information in this email didn’t help you resolve your situation, please reply to this email. One of our Customer Service teammates will be happy to assist you. When replying, please include as much detail as you can to ensure that we can provide you with the best possible response.
Alternatively, you can call PayPal Customer Service on 0800 368 7155.
Hours of service:
Monday to Sunday from 8 am to 6.30 pm.
If you’re calling from outside the UK, call 0044 800 368 7155.