Resolve your problem or complaint

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Taking your problem further

If speaking and writing to the people involved does not resolve your problem or complaint, the next step is to take the matter further. The option you use will depend on a number of factors, such as who you paid for the goods or services.

With the business

If the business does not resolve the problem, what you do next depends on how you paid for the product or service.

How you paid

What to do

Via credit card

Contact your bank or credit card provider for a chargeback. This effectively reverses the credit card charge, and is similar to a refund. Act quickly as time limits apply. For more information, view our Chargeback page.

Note: The chargeback process is with your credit card provider, separate from any other dispute resolution process such as those with eBay or PayPal.

Via an online auction house

Most auction houses have a dispute resolution service. For example, you can report a problem to eBay's Resolution Centre up to 45 days after receiving your purchase. If you paid via PayPal, you will be automatically directed from eBay to the PayPal Resolution Centre.

Via PayPal

You can file a dispute through PayPal's Resolution Centre within 180 days of paying for the item.

Note: If your purchase qualifies for PayPal's Buyer Protection, you are covered for the full purchase price and original shipping costs.

Via online cash transfer

If you used an instant cash transfer system (such as Western Union or MoneyGram), or if you deposited your money directly into the seller's bank account, it can be very difficult to track your money once the seller has collected it.

If you used an instant cash transfer system, you can contact the police who may be able to assist.

With your rental provider or property manager

You can contact us to discuss your next steps. We may: