Questions about Pay in 4 repayments

How do I make my repayments?

After your first payment, your 3 subsequent repayments will be taken automatically from the payment method you selected at the time of your purchase with the Pay in 4 Facility.

Accepted repayment methods for Pay in 4 are debit card, credit card, and bank account linked to your PayPal account. Your PayPal balance cannot be used for repayments.

Where can I see how much I owe?

1. Log in to your PayPal account.
2. Go to the Pay in 4 section.
3. Click on the specific Pay in 4 plan you want to review and the amount you owe will be under “Remaining.”

Where can I see the amount of my repayments?

1. Log in to your PayPal account.
2. Go to the Pay in 4 section.
3. Click on the specific Pay in 4 plan and there you can review the amounts of your previous payments in your Plan Activity. You can also review the amounts of upcoming payments by clicking See Upcoming Payments.

How can I make extra or unscheduled repayments?

1. Log in to your PayPal account.
2. Go to the Pay in 4 section.
3. Click the Pay in 4 plan you want to pay and click Make a Payment. Then, you can make an unscheduled or extra payment that will be applied to that Pay in 4 plan.

Important information. If automatic payments are enabled for your Pay in 4 Facility, the one-time repayment must be received prior to 11:59 pm AEST the day before your repayment due date to stop the automatic repayment from processing. Making a one-time payment after this cut-off time may result in both the one-time payment and scheduled automatic repayment being processed. We are unable to return repayments. If this action results in an overpayment of your full Pay in 4 plan amount, the overpayment will be refunded to your PayPal balance account.

Can I pay off the entire Pay in 4 plan at once? 

Yes.

1. Log in to your PayPal account.
2. Go to the Pay in 4 section.
3. Click the Pay in 4 plan you want to pay off and click Make a Payment. Then you can make a payment to pay off the entire Pay in 4 plan and there is no cost for paying off the balance early.

Can I pause or suspend my Pay in 4 repayments?

No. Once you have agreed to the terms of your Pay in 4 plan and your repayments begin, you can’t pause, suspend or skip your repayments.

Why didn't my repayment go through?

We may not be able to process your repayment for several reasons, including if there were insufficient funds available from your chosen payment method.

How can I update my payment method for future repayments?

If you want to make future repayments with a new payment method, you can change your payment method by:

1. Logging into your PayPal account.
2. Going to the Pay in 4 section. 
3. Select the Pay in 4 plan you want to change and click Change under “Payment Method” to update your information or choose a new way to pay. You may need to confirm your new payment method before you can use it for repayments.

If your payment method expires, you can update your information by following the same steps (above) or updating your information in your PayPal wallet by logging into your PayPal account, clicking Wallet, choosing the payment method you want to update, and clicking Update.

What happens if I miss a repayment?

If you know you will be unable to make a payment or are otherwise concerned about your finances, the best thing to do is to Contact Us and discuss this in advance. Don’t wait until your payment is overdue.

Missing a repayment may cause your account to become past due. You’ll receive reminder SMS and emails, and you may receive automated phone calls reminding you of your past due balance and informing you of how you can make your repayment.

Missed repayments could have adverse consequences such as restricting your PayPal account, impacting future eligibility for Pay in 4 or other PayPal products, and a reported default to a credit reporting body which may impact your ability to obtain credit in the future and the cost of that credit.

What if I am experiencing financial hardship?

We believe in responsible lending and will make efforts to support customers who are experiencing financial difficulty. If you know you will be unable to make a repayment, the best thing to do is to contact us to discuss. Don’t wait until your payment is overdue.

To discuss your repayments or to let us know you are experiencing financial hardship, please call us at +61 2 8223 9500.

If you are experiencing financial hardship, you may wish to seek advice from an independent service such as the National Debt Helpline or Financial Counselling Australia.

How long does it take for my latest repayment to appear in my Pay in 4 activity feed?

Generally, your activity feed will be updated within 24 hours of a transaction and appear in the Pay in 4 section of your PayPal account.

I have opened a dispute. Do I still need to make repayments?

Yes, you must continue making your Pay in 4 repayments that are due while we investigate your dispute.

Should I still make repayments if I’m expecting a refund?

Yes, it’s important to continue making repayments according to your payment schedule even if you are expecting a refund.

Once a merchant processes your refund, we’ll apply the refunded amount to your Pay in 4 Facility.
If the refunded amount satisfies the entire outstanding balance on the Pay in 4 Facility, you will not have any further payment obligations. Please check your Pay in 4 Facility details in your PayPal wallet to ensure that the plan balance is marked as Completed.

If the refunded amount exceeds the outstanding balance on a Pay in 4 Facility, any excess money will be applied to your PayPal balance in the form of a credit balance refund automatically. This may take up to 7 days if any of the repayments are still in process.

If the refunded amount does not exceed the outstanding plan balance, you must continue to make your Pay in 4 repayments until the plan is paid in full.

If the merchant issues a refund in the form of a store credit, gift card, or cash, your remaining plan balance will still be due. This is because PayPal paid the merchant on your behalf when you used your Pay in 4 Facility at the time of your purchase. Since the merchant refunded you directly, you’ll still owe any remaining balance on the Facility to PayPal.

Sometimes the merchant does not provide PayPal with enough information to identify a specific Pay in 4 Facility where the refund should be applied. If this happens, PayPal will refund the amount we receive from the merchant to your linked PayPal balance account. This means that your Pay in 4 Facility will not be credited with the refunded amount and will still be due. You are able to withdraw the funds to your bank account and then pay your outstanding Pay in 4 amount either though the website, app, or by contacting us. Please note a repayment cannot be taken directly from your PayPal balance.

Why do I still owe a balance on my Pay in 4 Facility, when the chargeback I filed with my financial institution was closed in my favour?

When you complete a purchase using your Pay in 4 Facility, PayPal pays the merchant the full amount of the purchase price and collects 4 instalment repayments from your chosen payment method over time totaling the amount of the purchase you made. When you accepted the Pay in 4 Facility Agreement terms, you agreed to pay PayPal back the amount of that loan in full.

When you open a chargeback with your bank or financial institution on a re-payment made to your Pay in 4 Facility, PayPal returns the funds to your bank or financial institution. This removes the completed repayment from your Pay in 4 Facility and will cause your Pay in 4 Facility to become past due as there no longer is a completed repayment.

If there is an issue with the item you ordered, then you should follow the below steps to open a dispute through PayPal on the full payment that your merchant received (not individual repayments to your Pay in 4 Facility.)

How do I lodge a dispute through PayPal?

1. Go to the Resolution Centre and click Report a Problem.
2. Select the payment and click Continue.
3. Select the reason for your dispute, such as:
   • Issues with your purchase
   • Issues with the seller
   • Billing errors or Issues with subscriptions
   • Unauthorised activity in your PayPal account
4. Select the option that best describes the issue you're facing and click Continue.

I have a complaint about the Pay in 4 service – how do I report it?

We aim to provide you with the highest possible standard of customer service. Yet sometimes things can go wrong. If this is the case, we'll do our best to find a quick and fair solution to solve your issue.

You can report complaints about your Pay in 4 Facility by contacting us using the details below:

• Email: auexecutiveescalations@paypal.com
• Phone: 1800 073 263 (within Australia) or +61 2 8223 9500
  Customer Service Hours are available on our Contact Us page.
• Post: Customer Advocacy Manager
  PayPal Australia
  GPO Box 351
  Sydney NSW 2001

How long will it take to resolve my complaint?

For complaints handling, we aim to:

• Acknowledge receipt of all complaints within 5 business days; and
• Resolve all complaints relating to PayPal’s services within 45 days and those relating to credit reporting practices (excluding access and correction requests) within 30 days.

This may not be possible in all circumstances, and we will notify you of the reason for the delay as well as an indication of when we expect to resolve the complaint.

What can I do if I’m not satisfied with the resolution or handling of my complaint?

If you’re not satisfied with our resolution or handling of your complaint, you may contact the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.

For more information on AFCA, please visit www.afca.org.au.

You can contact AFCA via:

Phone: 1800 931 678
Post: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001