Q.) Our account holder purchased an item online and paid via PayPal but they never received the order and the merchant is not responding. The ACH debit for the order posted almost 90 days ago and PayPal’s 30-day dispute window has since closed. Is there anything we can do for the member?
A.) Reg E and the ACH Rules both address payment authorization. They do not address delivery of goods and services. Because the payment was authorized, the buyer must work with the merchant directly to arrange for a refund. Even though PayPal’s dispute window is closed, they may still be able to provide better contact information for the seller.