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Seller Protection - Learn How PayPal Canada Protects Sellers

Seller Protection

Seller Protection

     
Seller Protection

PayPal offers powerful anti-fraud protection and helpful strategies for staying safer.

     

How PayPal Helps Protect You

What we're doing to help protect you and your business.

The Fight against Fraud

We use a variety of tactics and technologies to help keep you protected when you're doing business online using PayPal. We offer industry-leading data encryption, a team of over 2,000 fraud-fighting specialists, and a set of highly effective anti-fraud risk models and detection techniques.

More ways we help keep you and your account secure:

  • Comprehensive Seller Protection-at no additional cost
  • Guides and FAQs on phishing, identity theft, and other security-related topics
  • Integrated shipping and package tracking-so you know what's where, and when
  • Our security teams work closely with Canadian law enforcement agencies

Proprietary bank account verification and card security codes

Address Confirmation

When a buyer's address is "confirmed" it manes the credit card billing address has been verified.

Why Confirm a Buyer's Address?

While most unconfirmed addresses are not fraudulent, a confirmed address provides an extra layer of protection, as it helps to identify stolen credit cards, prevent identity theft, and reduce the likelihood of fraud-related chargebacks.

Shipping to an unconfirmed address is generally safe, but not entirely without risk. Take a look at our safer selling tips.

How to Confirm a Buyer's Address

Let your buyers know why address confirmation is a good idea.

Canadians can add a credit card to their PayPal account. PayPal will then confirm the credit card billing address.

Seller Protection

If you meet certain conditions and you are a Canadian account holder, you will be covered in the event of an unauthorized payment, an item not received claim, or a chargeback. Check out our Seller Protection Guide or FAQs for more information.

Safer Selling Tips

Helpful advice for keeping your business as secure as possible.

General Advice

Be Clear

Buyers don't like surprises, so it's always a good idea to provide clear, detailed descriptions and photographs, especially for international buyers who may not speak your language.

Returns

Make sure it's easy for your buyers to find and understand your return policy.

Communicate

Buyers appreciate sellers who answer their questions promptly.

Pre-Payment Precautions

Unusual Requests and Actions

Always be wary of odd behaviour, as it could be an indication of problems to come.

Examples include:

  • People willing to pay any price for a rush delivery
  • Partial payments sent from multiple PayPal accounts
  • Payments not received in full
  • Payments sent bit by bit from the same PayPal account
  • Invoices sent from unfamiliar businesses

Rare or Expensive Items

It's a good idea to be careful when selling items of high value, especially if the payment is coming from another country. See if your buyer is Verified or has a confirmed address, and find out if PayPal Seller Protection covers your transaction in advance.

Shipping Tips

Track Your Packages

Once you receive your tracking number, send it to the buyer. When the package arrives, it's a good idea to request the proof of delivery receipt and keep it somewhere safe.

Insure Your Packages

Get shipping insurance. It'll keep you covered if your package gets lost.

Keep Buyers Informed

Once you've received payment for a sale, give your buyer an estimated delivery date. If for some reason you don't manage to send it out on time, be honest. It will set realistic expectations for your customer, and could prevent inquiries or disputes regarding the status of their order.

Communication Tips

In the event of a dispute, try to set a positive tone, and give the buyer the benefit of the doubt. See if you can create a solution that benefits both parties. Good customer service can go a long way towards resolving problems. For more communication tips, see the Seller's Guide to Dispute Resolution.

Your Reputation

It's very important that you establish yourself as a legitimate, trustworthy online merchant. You can help accomplish this by becoming PayPal Verified, and by offering a clear return policy that encourages repeat business.

Guides for Safer Selling

Comprehensive information on fraud, disputes, chargebacks, and more.

Dispute Resolution

There are many reasons for disputes, from shipping delays to damaged items to unauthorized transactions.

That's why PayPal keeps the lines of communication open between sellers and buyers, making it easier for you to resolve things quickly and successfully.

To respond to a dispute, go to the Resolution Centre and post a message explaining your understanding of the situation. Sometimes this is all you need to do to resolve the situation.

If not, the buyer may escalate the dispute to "claim" status, which means PayPal will review the case and provide a final decision, within 20 business days.

If a claim is found in favour of the buyer, you may be able to appeal the decision. To do this, log in, go to your case in the Resolution Centre, and click on Appeal. A claims agent will then review your case.

See the Seller's Guide to Dispute Resolution for a more detailed look at this process.

Resolution Center Post Reply

Seller Protection

If you meet certain conditions and you are a Canadian account holder, you will be covered in the event of an unauthorized payment, an item not received claim, or a chargeback. Check out our Seller Protection Guide or FAQs for more information.

Verification

To become PayPal Verified, you'll need to provide PayPal with additional proof of your identity. Taking this simple step can be good for business, as buyers often feel more confident when dealing with PayPal Verified sellers.

To become PayPal Verified, log in to your PayPal account and click Get Verified.

To learn more about the PayPal Verification process, read the Verification FAQs.

Chargebacks

A chargeback is when a buyer asks their credit card issuer to reverse a transaction after it has been completed.

Chargebacks are available only to users who make a payment funded by their credit card. They are initiated and handled by the buyer's credit card issuer-not by PayPal-and therefore will follow that company's regulations and timeframes.

Buyers generally request chargebacks for the following reasons:

  1. The item did not arrive
  2. The item was significantly different than advertised
  3. Their credit card was used without their permission to purchase the item.

Don't be alarmed if you have received a chargeback notice-PayPal is here to help you through the process.

For more on chargebacks, read our comprehensive guide, or check out the FAQs.

Chargeback Notice

Phishing

You may have received an email falsely claiming to be from PayPal or another known entity. This is called "phishing" because the sender is "fishing" for your personal information. The goal is to trick you into clicking through to a fake or "spoof" website, or into calling a fraudulent customer service number where they can collect and steal your sensitive personal or financial information.

If you have opened a phishing email but have not clicked on any links, you shouldn't have anything to fear. If you have clicked on a link, or you have downloaded an attachment, read our Identity Protection Guide to learn what to do next.

It's also important to report the phishing email or spoof site as soon as possible in order to protect yourself—and to help your fellow members of the PayPal community.

Forward any suspicious emails to spoof@paypal.com and report spoof websites here.

For more detailed information read our comprehensive Phishing Guide.

Fake Email

Identity Theft

This is when someone steals your personal information and uses it to open accounts and make unauthorized transactions in your name. Criminals use a host of clever tactics to acquire your information, you should be aware of all of them.

Identity Theft

Phishing and Spoofs

Emails claiming to be from popular companies will direct you to "spoof" or fake websites and request your personal information. Learn more about phishing here.

Identity Theft

Dumpster Diving

Some criminals will even rummage through your garbage, looking for bank statements or credit card numbers. The simplest way to stay safe is to cut up your cards and shred your documents before throwing them away.

Identity Theft

Eavesdropping

Always pay attention to your surroundings when doing financial transactions in public. Carefully shield the keypad when punching in your code at ATMs.

Please refer to our Identity Protection Guide for additional information.

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