What is a chargeback, and why did I get one?

When a buyer files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund. The seller is charged a fee, but if the transaction is protected by our Seller Protection Programme, we'll cover the amount of the chargeback and waive that fee.

A customer might file a chargeback because they:

  • Didn’t receive their item.
  • Received a damaged or defective item.
  • Don’t recognize a credit card charge.
  • Were charged more than once for something.
  • Didn’t authorize a payment.

If you receive a chargeback, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Center. You have a maximum of 10 calendar days to do so.

A chargeback isn’t the same as a PayPal claim. The chargeback process is initiated outside of PayPal, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

Tips to protect yourself against chargebacks:
  • Always ship the item to the address on the transaction details page and keep a proof of delivery that can be tracked online.
  • Describe the item you're selling as accurately as possible. Include photos, and specify the size of the item, etc.
  • Try to get to know your buyer and respond promptly when they ask you a question.
  • Keep all the information you can about the transaction and your buyer, such as your email correspondence or other form of communication.
  • Publish your return policy for items in your auction listings or on your website. Also include this policy in your email correspondence with your buyer.