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This document is a Financial Services Guide (FSG) issued by eBay International AG (eBay) acting as authorised representative of PayPal Australia Pty Limited (PayPal)ABN 93 111 195 389, Australian Financial Services Licence (AFSL) Number 304962 and Marsh Pty Limited (ACN 004 651 512) (Marsh), AFSL Number 238983. In this FSG, when the terms We, Our or Us are used, it means eBay and PayPal, as the context requires.
This FSG sets out information designed to assist you in deciding whether to use any of the financial services which may be provided by eBay:
as the authorised representative of PayPal in relation to the PayPal service; or
as the authorised representative of Marsh in relation to Vehicle Purchase Protection.
This FSG contains information about:
who We are and how We can be contacted;
what services eBay can provide as the authorised representative of PayPal or Marsh;
the financial products to which those services relate;
the remuneration, commission or other benefits paid to Us and other persons (if any) in connection with the provision of the financial services described in this FSG;
details of any associations which might reasonably be expected to be capable of influencing the service We give; and
details of dispute resolution procedures and how you can access them.
Key information is set out in the answers to the questions below. This FSG contains only general information on the financial services We offer. If you have any questions or require more information, please contact Us directly.
The distribution of this FSG by eBay has been authorised by PayPal and Marsh.
Other relevant documents
eBay's legal relationship with the users of the Australian eBay website is governed by the eBay User Agreement (incorporating eBay's policies) which is available online on eBay's website at http://www.ebay.com.au.
PayPal's legal relationship with its customers is governed by the PayPal User Agreement (incorporating PayPal's policies) which is available online on PayPal's website at http://www.paypal.com.au. PayPal has issued a Product Disclosure Statement (PDS) which contains information you require to make an informed choice about whether or not to register for and use the PayPal service.
For more information in relation to the Vehicle Purchase Protection please refer to the terms and conditions and full policy wording available at http://www.ebay.com.au or please contact Marsh on 1300 790 725 or email vppclaims.australia@marsh.com
1. Who are We and how can you contact Us?
eBay
eBay has been appointed by PayPal as an authorised representative for the purposes of providing the services described below in respect of the PayPal service. You can contact Us as set out below.
Depending on the nature of your question, our customer support staff can respond to most emails within 24 hours. Others may take a little longer and your patience is appreciated. Email us
Live Help
Available 24/7, this is the fastest way to get help on eBay. Type in your query and receive an answer in minutes. Learn more about Live Help
Fax
To have an account reinstated (and for other general enquiries) send a fax. It may take up to three days for us to respond. Fax to: (02) 9475 0517
You can send a letter the old fashioned way, but it may take up to 10 days for us to receive it and respond. Unfortunately, we cannot accept parcels, registered mail or express post. Send to: Locked Bag 10, Australia Sq PO, Sydney NSW 1215.
Power Seller Support
If you're a Power Seller, priority phone support is available at the following times:
Monday to Friday: 9am to 9pm AEST
Saturday & Sunday: 9am to 5pm AEST
PayPal
PayPal offers the PayPal service by which a person can make non-cash payments for online purchases. PayPal is licensed by the Australian Prudential Regulation Authority (APRA) as an authorised deposit-taking institution authorised to provide purchased payment facilities. PayPal is not licensed as a bank in Australia and does not provide banking services.
PayPal's contact details are set out in section 4 below.
Marsh
eBay has also been appointed as an authorised representative of Marsh for the purposes of providing the services described below in respect of an insurance policy which has been arranged by eBay with American Home Assurance Company Limited, the benefit of which extends to certain eligible purchasers of vehicles via http://www.ebay.com.au.
For more information on this arrangement please contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com.
2. What Financial Services are We authorised to provide to you?
PayPal Service
As PayPal's authorised representative, eBay is authorised to:
provide general financial product advice in respect of deposit and payment products limited to non-cash payment products; and
deal in a financial product by issuing, applying for, acquiring, varying or disposing of a financial product in respect of deposit and payment products limited to non-cash payment products.
In providing any such financial services in connection with the PayPal service eBay acts as the authorised representative of PayPal only, and is not authorised to act on behalf of any eBay user or PayPal customers.
Vehicle Purchase Protection
eBay has been appointed as an authorised representative of Marsh in conducting the financial services which it may provide for the purposes of making the Vehicle Purchase Protection available to eBay's members, being:
the provision of financial product advice for general insurance products; and
dealing in general insurance products by issuing, applying for, acquiring, varying or disposing of general insurance products and applying for, acquiring, varying or disposing of general insurance products on behalf of another person.
3. Other information
eBay does not receive any remuneration, fees, commissions or other benefits in connection with its appointment as PayPal's and Marsh's authorised representative. eBay does not pay any remuneration, fees, commissions or other benefits in connection with these appointments.
PayPal and eBay are related bodies corporate and have worked together to put together this FSG describing the PayPal service available to you.
4. If you have any complaints
PayPal service
We are committed to dealing with customer complaints fairly and resolving issues in a timely manner in accordance with Our procedures for the handling of complaints.
Complaints relating to the PayPal service will be dealt with primarily by PayPal's Customer Service Centre in Omaha, Nebraska, USA. You can report complaints about the PayPal service by:
Email: You can submit a complaint by email directly from PayPal's website by clicking the "Contact Us" link in the footer at the bottom of every PayPal page, or click the "Help" link on the upper right corner of every PayPal page.
Telephone:Omaha, Nebraska, USA. Hours of operation for Australian users are Monday to Thursday 8:00 am - 6:30 pm, and Friday and Saturday from 8:00 am - 4:00 pm AEST.
Mail: You can submit complaints by mailing them to PayPal at Locked Bag 10, Australia Square Post Office, Sydney New South Wales 1215.
3. Other information
For more information about how to submit a complaint and how PayPal deals with complaints, please refer to PayPal's PDS or User Agreement.
PayPal is a member of the Banking and Financial Services Ombudsman, an independent external dispute resolution scheme covering PayPal's Australian Customers. For more information on the Banking and Financial Services Ombudsman you can consult their website at www.bfso.org.au.
PayPal is an authorised deposit-taking institution that is regulated by APRA to provide purchased payment facilities. As PayPal is regulated by APRA, PayPal and its authorised representative eBay, are exempt from the requirement to hold professional indemnity insurance cover and to have compensation arrangements in place.
Vehicle Purchase Protection Programme
In the case of a complaint or claim under the Vehicle Protection Programme eBay provides the following advice:
Try to work things out with the seller. You can email the seller or if you do not have your seller's contact information go to eBay Help Finding eBay Members page and fill in the requested fields appropriately. Contacting the seller often leads to a resolution of the issue as most eBay Motors sellers address buyers' complaints quickly and fairly.
Go to the Security Centre to report a problem and follow the "Item Not Received or Significantly Not as Described process". This will log the problem and facilitate buyer and seller communication and resolution.
If you cannot resolve the issue with the seller then you may be eligible to make a claim under the Vehicle Purchase Protection cover provided by a major insurer. Prior to claim lodgement, please note you must have made every attempt to resolve your issue with the seller beforehand and also utilised the Security and Resolution Centre for assistance before your claim can be lodged. Claims cannot be lodged within the first 14 days from the date the listing ended. For more information contact Marsh Pty Ltd on 1300 790 725 or email vppclaims.australia@marsh.com
The Australian Securities & Investment Commission also has a free Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights.
