Your sales are protected.
When you sell with PayPal, your eligible sales are automatically protected against unauthorised transactions and claims from your buyer that they never received the item they purchased. If a dispute arises, make sure you have acceptable proof of shipping and that your transaction meets the criteria outlined below and we’ll help you keep your money.
If a buyer files a dispute, we may place a temporary hold on the funds in question.
We’ll notify you of the dispute and ask you to provide proof of shipment.
We’ll remove the hold once we’ve resolved the case.
Sales to both Australian and international customers are protected when the transaction requirements are met.
Safety against fraud
Eligible transactions are protected against unauthorised payments and payment reversals due to suspicion of fraud.
If you ship the sold item to your buyer, eligible sales are protected against buyer claims that the item wasn’t received.
To make sure your sales qualify, all we generally need is proof of shipment – evidence the item was shipped to the customer’s address as listed on the transaction details page. We recommend you use a shipping service that supports door-to-door tracking that’s viewable online and that you save a copy for your records.
At the very least, your documentation must include:
- The date the item was sent, and
- An official acceptance by the shipper, such as a postmark or online status. (Status that shows the item was delivered is also acceptable.)
It must also include either:
- The recipient’s delivery address, showing at least the state, city and suburb (or international equivalent), or
- A receipt from Australia Post showing at least the recipient’s suburb, city or postcode (or international equivalent).
- A copy of the shipping receipt that includes the delivery address. You can get this from Australia Post’s Registered Post and Australia Post’s Registered Post International.
- A copy of the Australia Post eParcel consignment information page which shows the delivery address and online tracking code that can be used to confirm delivery.
- A shipping code we can use online to view the shipping status and delivery address. You can get this from TNT, DHL, FedEx, Skippy Post and other carriers.
- A receipt issued by the carrier, signed by the recipient acknowledging delivery.
Some exclusions from Seller Protection.
- Local pickups or deliveries made in person
- Digital goods, tickets, travel, gift vouchers, services, intangible items (items that can’t be held or shipped) or vehicles
- Claims arising from items being significantly different to how you described them
- Payflow and Virtual Terminal transactions
- Send Money payments
- Direct card payments through Website Payments Pro – Hosted Solution
- Credit or debit card payments with PayPal Here
- Non-eBay transactions completed using “Account Optional” where the buyer does not log in to their PayPal account. (You can turn this off for buyers in your PayPal account under “My selling tools”.)
For full list of exclusions and eligibility requirements,see our Seller Protection Policy
Safer transactions with PayPal.
Every year we securely process billions of transactions for more than million active accounts around the world. From fraud protection to 24-hour account monitoring and advanced encryption, we protect your business and your sales.More about security
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