Australian backers can get their money back

You need to file a complaint against PayPal not smARtMAKER - The Financial Ombudsman does not handle complaints against the merchant


Step 1: File a claim with PayPal

PayPal Australia Pty Limited



Member number: 10073

ACN/ABN: 93111195389

Also known as PayPal


Member details

Date joined: 1/07/2008

Website: www.paypal.com.au



Complaint contact

Ms Kirsty Poole

Customer Advocacy Manager

PayPal Australia Pty Limited

Locked Bag 10

AUSTRALIA SQUARE NSW 1215


Toll Free No: 1800 073 263

Business: 1800 073 263

Email: auexecutiveescalations@paypal.com

Step 2: PayPal will deny your claim stating you are outside the 45 day dispute window (no problem, this is expected and necessary for the next step)

Step 3: Contact The Banking and Financial Services Ombudsman http://www.fos.org.au: 

Phone:       1300 780 808
Fax:          (03) 9613 7345
Address:    Banking and Financial Services Ombudsman
                GPO Box 3A
                Melbourne VIC 3001
                
                
You will need to provide them with this information:

• Evidence / supporting documents
  
  This is the information, reports, assessments, photos, receipts, correspondence, bank and other financial statements that provide background to your dispute and which are relevant to the issues you have raised.
• Claim
  
  This is the remedy, including any sum of money, or other outcome that you are seeking to resolve your dispute. Any relevant calculations of a claim for financial compensation should be provided. You should also include documents, or references to documents that help us understand how you calculated your claim.
• Timeline / chronology
   of events
  
  This tells us what happened and when. The more complex the dispute, the more important this is. It also helps us to understand the sequence of events that have happened in relation to your dispute.

It is imperative when filing your complaint with PayPal and/or the Financial Ombudsman that you detail that the delivery date was outside of the 45day dispute window and therefore you were not able to submit a dispute in the required timeframe.

Please see my post to the UK backers for an example decision by the UK Ombudsman