Paypal refusing to refund dispute claim

Recently I purchased a service through a website that was not provided per the Website Advertising. I tried to speak to the website to get a refund or some other services but they ignored me. I used Paypal Balance for pay for this so no mean to chargeback via credit card , however Paypal is a payment provider so they have protection as well.

I raised a case with them with my evidence but a week later they refused my claim.


We’ve reviewed the transaction(s) and are refusing your claim(s). This decision was made because we have found no evidence that the item was misrepresented.

We’re sorry for any problems you may have experienced with the transaction(s).

Learn more about PayPal‘s Buyer Protection

Find out how your purchases are protected and how we investigate claims by clicking Security at the bottom of any PayPal page.


I raised a case with them through the Australian Financial Complaints Authority and they refunded

Re:   Recent enquiry to Australian Financial Complaints Authority about PayPal Australia Pty Limited

I’m following up on your complaint filed with the Australian Financial Complaints Authority regarding your PayPal account. We refer to your recent correspondence dated 13 September 2022, AFCA case number XXXXX. We want to assure you that we take all complaints seriously and use what we’ve learned to improve the services we offer.

Our review of your PayPal account is now complete. Please allow me to offer further explanation concerning your complaint.

A review of your account with the associated email address xxxxxxxxxxxx shows you made a payment of $25.19 USD on the 04 August 2022.

You later filed a significantly not as described claim (XXXXXXXXXXX) on the 13 August 2022.

Subsequently after concluding our review of your claim it was denied, this decision was made because we have found no evidence that the item was misrepresented.

You are dissatisfied with the outcome of this claim and whilst I can appreciate that, I would like to assure you the correct decision was made and in accordance with our User Agreement and Buyer Protection Program.

Please note that as outlined in our User Agreement and Buyer Protection Policy PayPal will make a final decision (including automatically closing any dispute or claim), in its sole discretion acting reasonably, based on the eligibility requirements set forth above, any additional information provided during the online dispute resolution process or any other information PayPal deems relevant and appropriate under the circumstances. If you are not satisfied with our determination, you may be able to appeal our original decision with us if you have new or compelling information not available at the time of the original determination or you believe there was an error in the decision-making process.

I would however, like to offer you a credit of $50.00 AUD in full and final settlement to your complaint, if you should wish to accept this offer you can reply to this email or contact me directly on [email protected].

It is our position that we have acted in accordance with the terms of PayPal’s User Agreement. Sections of the User Agreement relevant to your complaint are:

  • Sending money and buying – PayPal Buyer Protection

We trust that this resolution should fully resolve your complaint and look forward to your acknowledgement to the above offer.

We trust that our decision brings this matter to a close. If you are not satisfied with PayPal’s resolution or handling of your complaint, you have the right to continue to refer your complaint to the Australian Financial Complaints Authority:

Phone: 1800 931 678

Australian Financial Complaints Authority

GPO Box 3


PayPal is a member of the Australian Financial Complaints Authority, an independent external dispute resolution scheme covering PayPal’s Australian Customers. For more information on the Australian Financial Complaints Authority, you can also consult their website at

Yours sincerely,

Executive Escalations

PayPal Australia Pty Limited

Copyright © 1999-2022 PayPal. All rights reserved. The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds Australian Financial Services Licence number 304962. Any information provided is general only and does not take into account your objectives, financial situation or needs. Please read and consider the Combined Financial Services Guide and Product Disclosure Statement at before acquiring or using the service.


We’re writing to let you know that we have received your complaint relating to your PayPal account.

At PayPal we treat expressions of dissatisfaction from our customers as complaints.

As we investigate your complaint, we may contact you requesting further information.

We aim to address all complaints as quickly as possible. It can take up to 15 days for payments-related complaints and up to 8 weeks for all other complaints.

We’ll provide you with our final response once we complete our investigation. If there’s any delay in issuing our final response, we’ll send you an update on our progress.

Yours sincerely,


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