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Review of the PayPal, PayPal Credit:

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Useful credit, but poor customer service

I appreciate having 4 months to repay purchases of £99 and over, but I find it difficult to understand how much I owe for purchases that have been partially refunded without checking each individual transaction and keeping a note separately of the date that payment is due and how much is outstanding. The statements PayPal Credit provides can be extremely confusing, not least because they don’t describe payments as such — instead referring to payments as ‘other’. I’ve had a credit card since 2005, and have never struggled to understand how much is owed, or the due date, so I don’t think it’s my lack of intelligence that is causing this difficulty. I also appreciate the reminders that are sent by email if the monthly minimum payment is due soon and hasn’t been paid yet; they are helpful. The actual provision of credit, and the allowance of 4 months in which to pay it off, is really useful, as it gives me time to return anything I’ve ordered online that I don’t wish to keep, and for the refund to be received, so I only have to pay for what I keep. The duration of 4 months also enables me to spread the cost of repaying the credit if I’ve spent more in one month, which is helpful. I do think PayPal could administer the account better in terms of comprehensible statements, as getting that wrong could be costly for the consumer. I’m also unhappy about PayPal reducing the number of circumstances in which they will provide a refund if the retailer refuses to do so — PayPal’s terms used to mirror the rights consumers have under the law in this country, but a few years ago they limited this. Since using a credit card directly online for purchases over £100 — even if only 1p is spent on the card — means that consumers automatically have a s.75 right to a full refund for the entire purchase from the credit card provider if something goes wrong, this means that purchasing using PayPal Credit puts the consumer in a worse situation if anything goes wrong with the purchase, since there are numerous instances in which PayPal will no longer provide a refund if the retailer refuses to do so. I do think this is unhelpful and unnecessary — I don’t see how PayPal can claim to offer a good customer service when even a basic credit card would automatically provide more opportunities for redress should anything go wrong with the purchase. Reviewed on: 6th July 2026

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