Enjoy peace of mind with PayPal’s Seller Protection Policy. We help safeguard sellers from losses on eligible transactions due to customer claims, credit card chargebacks and payment reversals.
- Unauthorised payments. (For example, payments made with stolen credit or debit cards.)
- Claims the item was not received.
- When PayPal or the bank reverses a transaction believed to be fraudulent.
How to be eligible
- Accept payments to your Australian PayPal account.
- Ship the item to the address specified by the buyer on the Transaction Details page.
- Keep copies of your shipping documents so you can provide them if a customer lodges a claim.
What’s not protected?
- Local pickups or deliveries made in person.
- Digital goods, tickets, travel, services or intangible items.
- 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 using “Account Optional” where the buyer does not log in to their PayPal account. (You can turn this option off for buyers in your PayPal account under “My selling tools.”)
Ship it right
If a buyer makes a claim, you’ll need to provide proof of shipping – evidence the item was shipped to the buyer’s address listed on the PayPal Transaction Details page. We recommend using a shipping service that supports door-to-door tracking that’s viewable online.
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.