Purchase Protection

If an eligible item that you've purchased doesn't arrive or doesn't match the seller's description, we'll look into it. If it's discovered that something is wrong and you’ve met our eligibility requirements, our Purchase Protection program will reimburse you for the full purchase price of the item plus original shipping costs.

For more information, see our User Agreement

Examples

You got charged for something you didn’t buy, you bought a book but got a DVD, the item was described as new but you got something that was used, you purchased 3 items but only got 2, the item was damaged during shipping, the item is missing major parts (that the seller didn’t disclose), the item never arrived, or you purchased an authentic brand but got a knockoff instead. Let us know right away and we’ll help you resolve it.

Protected Purchases

Eligible items include tangible goods (like electronics or clothing), or intangible goods (like digital products or services). You must pay for the item using your PayPal account, and your account must be in good standing. You must also pay for the item with one payment.

Items Not Covered

The following items are not covered:

  • Real estate
  • Motorized vehicles (of any kind)
  • Custom-made items
  • Industrial machinery (for manufacturing)
  • Cash, gift cards, or Prepaid cards
  • Items that violate our policies
  • Money transfers to friends or family

Account Protection

You’re not liable for unauthorized purchases made from your account if you file a report within 60 days.

Responsive Support

We're here to help. Get full support with suspicious account activity or phishing. Report your suspicions to us directly.

Make a report

Seller Protection

If you received an unauthorized payment (for example, from a hacked account or a stolen card) or a buyer claims they never received their item, our Seller Protection covers you for the full amount of the payment on eligible sales.

You can still be eligible for Seller Protection if your buyer is outside Canada and your sale qualifies.

For more information, see our User Agreement

Protected Sales

Eligible items must be tangible goods sold by sellers with a primary residence in Canada. To ensure you are protected, you will need proof of shipment or delivery. If a buyer files a claim, you must respond to our requests for information as outlined in our communications to you.

Be upfront about all the details of the item, specifically defects, use, and abnormalities. Also, disclose an accurate delivery estimate.

Proof of Shipment

Proof of shipment is required when you received an unauthorized payment and can be an online or physical proof from the shipping company. It should include:

  • The date the item is shipped.
  • The buyer’s address that matches the shipping address on the Transaction Details page. This address should indicate at least the city and province, or city and country, or postal code (or international equivalent).

Proof of Delivery

Proof of delivery is required if your buyer claims they did not receive an item from you.

  • For intangible items (like digital goods or services), this is online documentation that the item or service was provided to the buyer. For example, documented evidence that a file has been downloaded as of a particular date.
  • For tangible items (like electronics or clothing), this is online documentation from the shipping company that should include: date the order is delivered, item listed as delivered, buyer's address (include city, province or postal code). If the full payment amount is over $850 CAD (or local currency equivalent, including shipping and tax), you will need a signature confirmation on top of the proof of delivery.

Please ensure the item is delivered to the shipping address listed on the PayPal Transaction Details page.

Items Not Covered

The following are not covered:

  • Items that are picked up locally or delivered in person
  • Services
  • Intangible items
  • Digital goods
  • Sellers received multiple payments for the same item
  • Items that don't match the seller's description
  • Items that are not shipped to the buyer's shipping address on the Transaction Details Page
  • Payment Direct Payments (payments processed by PayPal that are funded directly by a credit and not through an account, such as payments made through PayPal Payments Pro but excluding payments made using guest checkout)
  • Virtual Terminal Payments (a payment processed by PayPal through the Virtual Terminal flows that is funded directly by a card and not through a PayPal account.)
  • PayPal Business Payments (refer to User agreement)

Reassuring Buyers

Become a Verified seller to give buyers additional peace of mind and attract more customers.

Get Verified

Resolution Support

We provide full support to help resolve any buyer disputes or fraudulent payments.

Resolution Centre

Who you are is how you pay.

Our greatest safeguard is you. Your memory protects your login information and lets you pay without exposing your card numbers. If you forget your login, you can use your privacy questions to get back into your account. If you forget those, contact us and we’ll help you.

Chargebacks.

When a buyer requests a chargeback or fund reversal from their credit card provider, we’ll work with you to resolve the issue. We may put a hold on the associated funds in your account until the issue is resolved. We’re involved at every step of the process and will keep you informed.

We never close.

We monitor every transaction, 24/7 to help safeguard against fraudulent transactions and email phishing. Every transaction is heavily guarded behind our next-level encryption. If something seems wrong, our dedicated team of security specialists will identify suspicious activity and help protect you from fraudulent transactions. Remember, we’ll never ask for any sensitive information from you in an email.

World-class security.

We can help buyers securely process 26 currencies from 203 countries and markets and convert them conveniently for a modest fee. See all fees.