PayPal Seller Protection

 

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PayPal Seller Protection for Sellers in Central Europe, Middle East and Africa

Last Update: July 31, 2020

 

These PayPal Seller Protection terms apply to sellers in the following countries: Andorra, Bahrain, Botswana, Croatia, Faroe Islands, Georgia, Greenland, Iceland, Jordan, Kazakhstan, Kenya, Kuwait, Lesotho, Mauritius, Moldova, Monaco, Morocco, Mozambique, Oman, Qatar, Saudi Arabia, Senegal, Serbia, South Africa and United Arab Emirates.  

 

1. PayPal Seller Protection.

The PayPal Seller Protection is protection we provide to sellers from claims, chargebacks, or reversals that are based on:

  • Unauthorized Transaction; or
  • Item Not Received.

PayPal Seller Protection is available for eligible payments from buyers in any country. If you sell or market to buyers in other countries, you should read the PayPal Buyer Protection policies of the countries in which your target buyers are based (the relevant PayPal Buyer Protection policies are available here) as these policies will apply to you as a payment recipient or seller.

2. Scope of Protection. PayPal will protect you for the full amount of the eligible payment and waive the chargeback fees paid (for debit and credit card-funded transactions), if applicable.

3. Eligibility Requirements. To be eligible for PayPal Seller Protection, you must meet all of the basic requirements listed below under Basic Requirements as well as any applicable additional requirements.

To be covered for Item Not Received protection you must meet both the Basic Requirements and the Item Not Received Additional Requirement listed below under (b).

  1. Basic Requirements:
  • You must ship the item to the shipping address on the transaction details page in your PayPal account for the transaction. If you originally ship the item to the recipient's shipping address on the transaction details page but the item is later redirected to a different address, you will not be eligible for PayPal Seller Protection. We therefore recommend not using a shipping service that is arranged by the buyer, so that you will be able to provide valid proof of shipping and delivery.
  • You must respond to PayPal's requests for documentation and other information in a timely manner as requested in our email correspondence with you or in our correspondence with you through the Resolution Centre.
  • You must accept a single payment from one PayPal account for the purchase (partial payment and/or payment in installments are excluded).
  • The item must be a tangible item except for items subject to the Intangible Goods Additional Requirements.
  • For intangible items, you must comply with the Intangible Goods Additional Requirements.
  • You must provide us with valid proof of shipment or proof of delivery as described below;
  • The payment must be marked “eligible” or “partially eligible” in the case of Unauthorized Transaction claims, or “eligible” in the case of Item Not Received claims, for PayPal's Seller Protection on the Transaction Details page.
  1. Item Not Received additional requirements:
  • Where a buyer files a chargeback with the issuer for a card-funded transaction, the payment must be marked "eligible" or "partially eligible" for PayPal Seller Protection on the Transaction Details Page.

Intangible Goods additional requirements

For the sale of intangible goods and services to be eligible for Seller Protection, the sale must meet the basic requirements and the following additional requirements: 

  • Integration requirements:
  • Where you have integrated a PayPal checkout product, you must be using the current version of that product if you are accepting payments directly via a website or mobile optimized website; or
  • Ensure you are passing session information to PayPal at checkout if you are integrated with PayPal via a third-party or if you have a native app integration.
  • Other integration requirements may apply depending on your business model. We will let you know those requirements ahead of time, if needed.
  • You have delivered the item and provided proof of shipment or delivery for Intangible Goods.
  • Provide signature confirmation when the full amount of the payment (including shipping and taxes) exceeds the amount (based on the currency of the payment) listed in the signature confirmation threshold table. If the full amount of the payment (including shipping and taxes) is in a currency not listed in the table, then signature confirmation is required when the payment exceeds the equivalent of $750 USD at the PayPal exchange rate that applies at the time the transaction is processed.
  • For the sale of digital goods or licenses for digital content to be eligible for Seller Protection, you have paid standard transaction fees on the sale.

4. Establishing proof of shipment or proof of delivery

 Physical Goods

The following is required as proof of shipment or delivery for physical goods:

Proof of shipment

Proof of delivery

Online or physical documentation from a shipping company that includes:

  • Date of shipment

 

  • An address for the recipient that matches the shipping address on the transaction details page; or
  • An address for the recipient showing at least the city, country, or postal zip code (or international equivalent).

Online or physical documentation from a shipping company that includes:

The date of delivery and/or "delivered" status of the item or service.

 

  • An address for the recipient showing at least the city, country, or postal zip code (or international equivalent).

 

  • The recipient's address (email/IP) where applicable.

 

  • Signature confirmation when the full amount of the payment (including shipping and taxes exceeds) the fixed amount (based on the currency of the payment) listed in the signature confirmation threshold table. Signature confirmation is online documentation, viewable at the shipping company's website, indicating that the item was signed for.

IMPORTANT: Your choice of carrier and shipment options with that carrier can have a big impact on your ability to meet the proof of delivery requirements. Please ensure, especially when shipping goods internationally, that your carrier can provide ‘delivered' status at the correct address, or your Seller Protection claim may be denied.

 

Intangible Goods

 The following is required as proof of shipment or delivery for intangible goods:

For intangible or digital goods, proof of shipment or delivery means compelling evidence to show the item was delivered or the purchase order was fulfilled. Compelling evidence could include a system of record showing the date the item was sent and that it was either:

  • Electronically sent to the recipient, including the recipient’s address (email, IP, etc.), where applicable; or
  • Received or accessed by the recipient

Signature confirmation currency thresholds

Signature Confirmation as described below for payments of $750 USD or more (or the following equivalents), save for sellers having a PayPal account registered in Albania, Andorra, Bosnia and Herzegovina, Croatia and Ukraine to whom such requirement won’t apply):

Currency

Amount

Currency

Amount

Australian Dollar

$850 AUD

New Zealand Dollar

$950 NZD

Brazilian Real

R$1,750 BRL

Norwegian Krone

4,600 NOK

Canadian Dollar

$850 CAD

Philippine Peso

34,000 PHP

Czech Republic Koruna

15,000 CZK

Polish New Zloty

2,300 PLN

Danish Krone

4,100 DKK

Russian Ruble

27,000 RUB

Euro

550 EUR

Singaporean Dollar

$950 SGD

Hong Kong Dollar

$6,000 HKD

Swedish Krona

4,950 SEK

Hungarian Forint

170,000 HUF

Swiss Franc

700 CHF

Israeli New Shekel

2,700 ILS

Taiwan New Dollar

23,000 TWD

Japanese Yen

¥77,000 JPY

Thai Baht

24,500 THB

Malaysian Ringgit

2,500 MYR

U.K. Pound Sterling

£450 GBP

Mexican Peso

$10,000 MXN

U.S. Dollar

$750 USD

5. Items/Transactions not Eligible for PayPal Seller Protection.

The following are examples of items/transactions not eligible for PayPal Seller Protection:

  • Claims or chargebacks for items that are Significantly Not as Described.
  • Items that you deliver in person, including at a point of sale.
  • Items equivalent to cash (including, without limitation, gift cards or vouchers).
  • Payments made in respect of gold (whether in physical form or in exchange-traded form).
  • PayPal Direct Payments (including Virtual Terminal Payments and Website Payments Pro/Plus payments).
  • Mass Payment / Payouts.
  • Counterfeit goods.
  • The item is not shipped to the recipient address.
  • Donations.
  • Financial products or investments of any kind.