PayPal's buyer protection is short-lived

When a supplier went bust without delivering the goods, PayPal customer discovered the time had run out on a refund

I ordered a piece of furniture online from Lodge Furniture on 2 March. Delivery was estimated for 9 April. When I didn't receive any update by 16 April, I chased the seller and was told there was a delay in shipment and I'd receive it within a week of it arriving in cargo on 30 April. Since then, Lodge Furniture has gone into liquidation.

Having paid through PayPal, I felt comforted by its "buyer protection". However, when I lodged a dispute its software immediately closed the request, stating it was later than 45 days so I couldn't claim. If I had purchased using a credit card I would obtain this refund quite easily. Does paying via PayPal leave me without any protection? It seems to wash its hands of issues after 45 days. GO, Brighton

PayPal confirmed that its buyer protection policy requires customers to raise a dispute within 45 days and then file a claim within a further 20. Outside of that, you're on your own, unlike shoppers who pay with a credit card who are protected through the Section 75 part of the consumer credit act.

If you use your debit card to load your PayPal account, and then use that account to make a purchase, you are unlikely to be able to use the chargeback facility if there is a problem with that purchase. The transaction is considered to take place the moment you load the PayPal account, not when you use that account to pay, and chargeback has a 120 day limit.

You therefore faced having to make a formal claim from the solicitors looking after Lodge Furniture's liquidation. Thankfully, PayPal agreed to give you a full refund as you are a "longstanding customer". You are delighted.

You can email Mark King at or write to Mark King, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include a phone number.


Mark King

The GuardianTramp

Related Content

Article image
‘Help form’ of little assistance in getting Asos coat refund
Asos says it has cancelled by coat order – so why haven’t I got back my £40 payment?

Anna Tims

24, Dec, 2014 @7:00 AM

Article image
Why does PayPal’s ‘seller protection’ fail to protect?
If a buyer claims an item is not as described there’s no cover for the seller

Anna Tims

01, Feb, 2018 @11:44 AM

Article image
PayPal refused protection as a known fraudster bags my £3,100
I lost my Dior tote and eBay refunded me but PayPal is issuing a chargeback

Anna Tims

16, Oct, 2019 @8:00 AM

Article image
Ebay’s money back guarantee has given a buyer carte blanche to nick my goods
It has refunded his money and I’ve lost my expensive headphones

Anna Tims

17, Nov, 2015 @7:00 AM

I need my money but PayPal has frozen me out

I used PayPal to transfer money from my Australian account to use in the UK, but can't get it out

Margaret Dibben

16, Jul, 2011 @9:59 PM

Article image
Cash request from a Facebook ‘friend’ left me £300 out of pocket
I was defrauded by a hacker posing as someone I knew who said he needed help

Anna Tims

03, Jul, 2019 @6:00 AM

Article image
PayPal was no friend in need
We thought we were protected by paying through PayPal – but it won't return money taken by bogus MMA car insurance brokers

Anna Tims

19, May, 2013 @6:00 AM

Article image
Yodel claims it delivered my £400 phone, but it wasn’t to me
It was apparently left in a building with a black door, which describes most of my street

Anna Tims

04, Oct, 2017 @5:59 AM

Article image
Expedia failed to make a booking and spoiled my £800 holiday
We ended up in an out-of-town hotel in Morocco and had to spend £285 on taxis

Anna Tims

27, Jun, 2018 @6:00 AM

Article image
Plant nursery continues to nurse customer grudges
Online nursery Scented Geraniums repeats POLITE NOTICE for those who give it ‘grief’

Anna Tims

22, Jun, 2017 @5:59 AM