You deserve a fair play.

With PayPal, everyone can be protected. Seller Protection helps safeguard your business from losses on eligible transactions.

1

If a buyer files a claim, we’ll place a temporary hold on the funds.

2

We’ll ask you to provide proof of shipment.

3

We’ll remove the hold once we’ve confirmed the transaction’s eligible.

“PayPal enables you to access an extensive user base globally, and helps drive sales – we’ve been really pleased with the results.”

Nick Beighton, Financial Director, ASOS.com

Ship it right.

Every claim is your time and money lost. To make sure your sales qualify, generally all we need is proof of shipment (evidence the item was shipped to the buyer’s address listed on the transaction details page). We recommend using a shipping service that supports door-to-door tracking that’s viewable online.

What’s acceptable proof of shipment?

What’s not safeguarded?

  • 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.
  • Personal payments.
  • Payflow and Virtual Terminal transactions.
  • Email payments (but PayPal Invoices are protected).
  • Direct card payments through Website Payments Pro – Hosted Solution.
  • Credit or debit card payments with PayPal Here.
  • Transactions completed outside of eBay 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 eligibility requirements, see our Seller Protection Policy.

We do the guard part.

Every year we securely process billions of transactions for more than 162 million active accounts around the world. From fraud protection to 24-hour account monitoring and advanced encryption, protecting your business is serious business to us. And the best part, your customers may be protected too.

What is proof of shipment?

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 postcode (or international equivalent); or
  • A receipt from Australia Post showing at least the recipient’s suburb, city or postcode (or international equivalent).

Examples of proof of shipping include:

  • 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, or
  • For Australia Post eParcel customers, a copy of the consignment information page which shows the delivery address and the online tracking code that can be used to confirm delivery, or
  • A shipping code PayPal can use online to view the shipping status and delivery address. You can get this from TNT, DHL, FedEx, Skippy Post and other carriers, or
  • A receipt issued by the carrier, signed by the recipient acknowledging delivery.