PayPal provides coverage to U.S. account holders for eligible transactions in the event of an unauthorized payment or item-not-received claims, chargebacks, and reversals.
To be eligible for PayPal Seller Protection:
- The transaction must be marked eligible or partially eligible for Seller Protection on the Transaction Details page.
- The item must be shipped within 7 calendar days of receiving payment to the shipping address on the Transaction Details page, and in accordance with our shipping requirements.
- In the event a buyer files a claim, you need to respond to our request for documents and other information in a timely manner.
- The item must be a physical, tangible good that can be shipped.
Your primary residence, as listed in your PayPal account, must be in the United States.
What's not covered
- Items picked up locally or delivered in person
- Services, intangible items, and digital goods
- Claims and chargebacks where the buyer says that the shipped item is significantly not as described
For a full list what is and is not covered, as well as more Seller Protection details, see terms.
Proof of delivery
Proof of delivery is acceptable documentation if a buyer files a claim, chargeback, or reversal for either an unauthorized payment or merchandise not received. You need online tracking information from a shipping company that:
- Shows the status as delivered.
- Shows the date of delivery.
- Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).
- For items valued at $250 USD (or local currency equivalent) or more, includes proof of the recipient’s signature to confirm delivery.
Proof of shipment
Proof of shipment is acceptable documentation if a buyer files a chargeback or reversal for an unauthorized payment. You need a document from a shipping company that:
- Shows the status as shipped or delivered, or shows a postmark.
- Shows the date of shipment.
- Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).
Coverage for non-U.S. PayPal account holders
Seller Protection varies by country and region. Find out more
Additional resources for sellers
To learn more about safer selling, go to:
How we help protect sellers
Tips for safer selling
Resolving issues for sellers
