When making purchases online, there is now almost always the option to pay with PayPal. If something is wrong with the order or the delivered goods, you can use PayPal buyer protection. How exactly does it work and what does it entail?
The payment service provider PayPal will refund transactions if the corresponding order has not arrived or the delivered goods do not match the offer description. However, in order to claim a refund, customers must meet certain conditions.
Framework conditions for PayPal buyer protection
There must be no complaints regarding your own PayPal account and the customer must not have agreed to any other refund or solution to the problem. In addition, the “Send money for goods and services” option must have been selected for the transaction – buyer protection does not apply if the transaction took place via “Send money to friends and family”. It is also important that the customer has not already seen the goods themselves. Therefore, orders that were picked up yourself will not be refunded. Buyers are also not entitled to a refund for an item not received under PayPal Buyer Protection if the seller can provide proof of shipping.
In addition, PayPal does not reimburse costs incurred when purchasing real estate or residential property, cars or other motor vehicles, industrial machinery, companies, financial products, gambling or donations.
This is how the application for PayPal buyer protection works
First, the customer must report the problem to PayPal in their customer account within 180 days of ordering or paying for the goods in order to contact the manufacturer via the platform and look for a joint solution to the problem.
If the joint solution to the problem is not successful, the customer can also submit a buyer protection application in the customer account no later than 20 days after reporting the problem – otherwise the problem case will be automatically closed by PayPal.
After submitting the application, PayPal requests various documents and documents depending on the problem, although the deadline can vary from case to case. The customer will also be asked to return the goods (if they were delivered). Return shipping costs will not be reimbursed by PayPal.
Finally, PayPal decides whether the buyer protection request will be approved and the costs will be reimbursed or not. If the customer does not agree with the decision, he or she can file an objection.
Very important: If the customer misses one of the deadlines set by PayPal, PayPal automatically closes the application. So it’s worth sticking to the deadlines.
Attention: PayPal decides “at its own discretion”
PayPal’s terms of use state: “Paypal decides at its sole discretion whether a claim falls under PayPal Buyer Protection.” All relevant information should serve as a basis. The terms of use do not specify which documents and information will ultimately be requested. In addition, PayPal does not publish any figures on how many buyer protection applications have been submitted so far and how PayPal ultimately decided. So customers can’t be sure that they’ll get their funds refunded – but there’s no harm in trying.
By the way: According to Stiftung Warentest, the seller can demand payment even after PayPal has reimbursed the costs if he still wants to deliver the correct goods – after all, there is still a purchase contract. However, he is obliged to deliver the goods first. If he does not do this, the buyer can set a deadline and then officially withdraw from the purchase contract. Stiftung Warentest recommends that you only then order new goods from another retailer.
Editorial team finanzen.net
Selected leverage products on PayPal
With knock-outs, speculative investors can participate disproportionately in price movements. Simply select the leverage you want and we will show you suitable open-end products on PayPal
The leverage must be between 2 and 20
Advertising