All Braintree merchants must read, understand, and accept the agreements listed below, including the terms in your Bank Agreement
PayPal Products and Services
Payment Technology Services
If you are dissatisfied with Braintree Payment services or your transactions, please file a complaint with Braintree's Customer Support Center.
We will attempt to resolve your complaint via our Customer Support Center.
For UK merchants only, we will aim to respond to your complaint as quickly as possible; however, depending on the complexity of the issue, it may take up to 15 business days for payments-related complaints and up to 8 weeks for all other complaints. If there is any delay in our final response, we will send you an update on the progress.
For EEA merchants only, we will aim to respond to your complaint as quickly as possible; however, depending on the complexity of the issue, it may take up to 15 business days for payments-related complaints and up to one month for all other complaints. We will send you an acknowledgement within 10 days. If there is any delay in our final response, we will send you an update on the progress.
After completing the complaint escalation process, if the outcome isn’t to your satisfaction and you are a UK PayPal customer, you can refer your complaint to the UK Financial Ombudsman Service (FOS). The FOS is a free, independent service which might be able to settle a complaint between you and us. You may obtain further information regarding the FOS and contact the FOS at https://www.financial-ombudsman.org.uk. If you’re a larger SME, your complaint isn’t eligible for the FOS, which is only able to resolve disputes for consumers and smaller SMEs (such as micro-enterprises, small businesses, charities, trustees, or guarantors). You should be aware that in order to complain to the Financial Ombudsman Service, your complaint will need to meet the relevant eligibility criteria for the Financial Ombudsman Service, which may, in turn, depend on your status, the PayPal product that your complaint relates to, and the nature of your complaint.
You can also make a complaint to the Financial Conduct Authority. Information on contacting the Financial Conduct Authority can be found at https://www.fca.org.uk/contact.
European Consumer Centre (ECC-Net) (if you are a consumer and if you are not based in the United Kingdom). You may obtain further information regarding the ECC-Net and how to contact them at http://ec.europa.eu/consumers/redress_cons/.
For merchants with seats in the European Union, Liechtenstein, Vatican City, Isle of Man, Guernsey, Jersey and San Marino or Norway, Braintree is provided by PayPal (Europe) S.à r.l. et Cie, S.C.A., (R.C.S. Luxembourg B 118 349) (“PayPal”). PayPal is duly licensed as a Luxembourg credit institution in the sense of Article 2 of the law of 5 April 1993 on the financial sector as amended (the “Law”) and is under the prudential supervision of the Luxembourg supervisory authority, the Commission de Surveillance du Secteur Financier (the “CSSF”).The CSSF has its registered office in L-1150 Luxembourg. Because the funds processed by PayPal for you do not legally qualify as a deposit or an investment service, you are not protected by the Luxembourg deposit guarantee schemes provided by the Association pour la Garantie des Dépôts Luxembourg