Policy Updates

 

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Policy Updates

Changes to PayPal User Agreement for users in Asia Pacific, certain European countries, Middle East and Africa

Effective date: 27 April 2017.

 

PayPal is changing its User Agreement with effect from 27 April 2017. We’ve created this policy update to help you understand the changes. By continuing to use our services from 27 April 2017, you are agreeing to the changes.

Seller Protection for sellers in Korea, Taiwan, certain European countries, Middle East and Africa will be expanded to include eligible intangible items (excluding digital goods and licenses for digital content).

You can click here to view the complete terms of each of the Seller Protection terms set out in clause 9 of the User Agreement.

 

Changes to the User Agreement

The changes to the User Agreement are most relevant to sellers.

Clause 9 has included updated Seller Protection terms for Korea, Taiwan and the following countries in Europe, the Middle East and Africa: Andorra, Bahrain, Botswana, Croatia, Faroe Islands, Georgia, Greenland, Iceland, Israel, Jordan, Kazakhstan, Kenya, Kuwait, Lesotho, Mauritius, Moldova, Monaco, Morocco, Mozambique, Oman, Qatar, Saudi Arabia, Senegal, Serbia, South Africa and United Arab Emirates.


Seller Protection terms Taiwan and Korea

Seller protection for sellers in Taiwan and Korean will be expanded to include eligible intangible items excluding digital goods. Accordingly, the eligibility requirements for PayPal Seller Protection in these countries will change as follows:

Eligibility for PayPal Seller Protection

You must meet all of these requirements to be eligible for PayPal Seller Protection:

  1. You receive payment via PayPal from a buyer’s PayPal Account for an eligible item;
  2. You must accept a single payment from one PayPal Account for the purchase (partial payment and/or payment in installments are excluded);
  3. For tangible items, you post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or picked up in person or if you post the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift address”), then you will not be eligible for PayPal Seller Protection;
  4. Follow the delivery requirements described below;
  5. The transaction must be marked as either;
    1. For tangible items:  marked by PayPal as eligible or partially eligible for PayPal Seller Protection on your Account “Transaction Details” page. If it is marked eligible, protection for both Unauthorized Transaction and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply; or
    2. For intangible or virtual items or services: marked by PayPal as eligible for PayPal Seller Protection on your Account “Transaction Details” page. If it is marked eligible, protection for only Unauthorized Transaction and Item Not Received (for Chargebacks only) will apply.
  6. You must respond to PayPal’s requests for documentation or other information that is reasonably required by PayPal to investigate in a timely manner; and
  7. Your eligibility is not otherwise suspended.”

The items/transactions not eligible for PayPal Seller Protection will also be amended to the list below:          

Items/transactions not eligible for PayPal Seller Protection

  • Vehicles, including motorcycles, caravans, aircrafts and boats;
  • Claims or Chargebacks for Significantly Not as Described;
  • Items that you deliver in person, including at a point of sale;
  • Digital Goods;
  • PayPal Direct Payments (including Virtual Terminal Payments, Website Payments Pro/Plus payments), PayPal Here payments and PayPal carrier billing products;
  • Items that are sent after PayPal has advised the Seller not to release the item;
  • Items that are not shipped to the recipient address as stated in the “Transaction Details” page. If you originally ship the item to the recipient address 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 Proof of Delivery (for tangible items).”


Changes to Seller Protection Terms in Israel

Seller protection for sellers in Israel will be amended to clarify the extent of the protection for sellers and to expand Seller Protection to include eligible intangible items excluding digital goods and licenses for digital content.

The Seller Protection terms for Israel will be amended as follows:

1. The section under the heading “How much protection is provided by PayPal Seller Protection in Israel” will be deleted and replaced with the following:

“If you are the eligible recipient of a payment made by a buyer, PayPal may reimburse you an amount for Claims, Chargebacks or Reversals made against you based on the following reasons:

  1. A Chargeback or Reversal was issued against you for the reason of an “Unauthorised Payment”; or
  2. A Chargeback or Claim was issued against you for the reason of “Item Not Received”,

where PayPal receives from you proof that the item was posted or delivered in accordance with the requirements below.”

PayPal will pay you the full amount of an eligible payment the subject of the Claim, Chargeback, or Reversal and waive the Chargeback Fee, if applicable

2. The eligibility requirements will be amended to delete “the item purchased must be a physical, tangible good.”

3. The table under the heading “What are the postage requirements for Sellers in Israel?” will be replaced with the following table:
 

Type of shipping

Protection for Unauthorised Payment

Protection for Item Not Received

National/international

For intangible items or services: Proof of Delivery

For all other transactions: Proof of Postage

Proof of Delivery

4. The following will be added under the heading: “What is “Proof of Delivery” for Sellers in Israel?”
Proof of Delivery (for intangible items or services) is compelling evidence (as determined by PayPal) to show the purchase order was fulfilled and includes all of the following:

  1. The date the item or service was delivered;
  2. The recipient's address (email/IP, etc.) where applicable.

5. The list of ineligible items will be amended to delete the reference to “intangible items” and include a reference to “digital goods and licences for digital content.”

 

Changes to Seller Protection Terms in certain European countries, Middle East and Africa

Seller protection for sellers in certain European and Latin American countries, Middle East and Africa has been expanded to include eligible intangible items excluding digital goods.  

The countries impacted by the change are 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.

The Seller Protection terms for those countries will be amended as follows:

1. We have amended Section  9.3 by deleting reference to “the item must be a physical, tangible good that can be shipped” in the Basic Requirements for eligibility and added “You must accept a single payment from one PayPal account for the purchase (partial payment and/or payment in installments are excluded).” in the Basic Requirements for eligibility, to read as follows (with added wording underlined):

3 Eligibility Requirements. To be eligible for PayPal Seller Protection, you must meet all of the basic requirements listed below under (a) Basic Requirements. To be covered for Item Not Received protection you must meet both the Basic Requirements and the Item Not Received Additional Requirements listed below under (b). To be covered for Unauthorized Transactions protection you must meet both the Basic Requirements and the Unauthorized Transactions Additional Requirements listed below under (c)

  1. Basic Requirements:
  • You must ship the item to the shipping address on the Transaction Details Page.
  • You must respond to PayPal's requests for documentation and other information in a timely manner.
  • You must accept a single payment from one PayPal account for the purchase (partial payment and/or payment in installments are excluded).
  1. Item Not Received Additional Requirements:
  • The payment must be marked "eligible" or "partially eligible" for PayPal Seller Protection on the Transaction Details Page.
  • You must have a Proof of Delivery as described below in Section 9.4.
  • You must ship the item within 7 Days of receipt of payment. Or, if the payment is for pre-ordered or made-to-order goods, shipment is required within the timeframe specified in your item listing.
  1. Unauthorized Transactions Additional Requirements:
  • The payment must be marked "eligible" for PayPal Seller Protection on the Transaction Details Page.
  • You must have a Proof of Shipment or a Proof of Delivery as described below in Section 9.4.”


2. We have amended Section  9.4 has by including the Proof of Delivery requirements for intangible goods, to read as follows (with added wording underlined):

“4 Proof of Shipment, Proof of Delivery, and Signature Confirmation Requirements:

 

Protection for Unauthorised Payment

Protection for Item Not Received

Postage requirements

For intangible or services: Proof of Delivery

For all other transactions: Proof of Shipment (minimum) or Proof of Delivery

Proof of Delivery


"Proof of Shipment" is online or physical documentation from a shipping company that includes all of the following:

  • The date the item is shipped.
  • The recipient's address, showing at least the city/state or postal code (or international equivalent).

"Proof of Delivery (for tangible items)" is online documentation from a shipping company that includes all of the following:

  1. The date the item is delivered.
  2. The recipient's address, showing at least the city/state or postal code (or international equivalent).
  3. 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

 

"Signature Confirmation" is online documentation that can be viewed at the shipping company's website and indicates that the item was signed for on delivery.

“Proof of Delivery (for intangible or services)” means any compelling evidence (as determined by PayPal) to show the purchase order was fulfilled and includes all of the following:

  • The date the item or service was provided;
  • The recipient’s address (email/IP, etc) where applicable.”

3. We have amended Section 9.5. by deleting the reference to “intangible items” and include a reference to “digital goods and licences for digital content” to read as follows (with added wording underlined):

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 Significantly Not as Described.
  • Items that you deliver in person, including at a point of sale.
  • Digital goods and licences for digital content.
  • Items equivalent to cash (including, without limitation, gift cards or vouchers).
  • Gold Bullion.
  • PayPal Direct Payments (including Virtual Terminal Payments and Website Payments Pro/Plus payments).
  • Mass Payment / Payouts.
  • Counterfeit goods.
  • Items that are not shipped to the recipient address. If you originally ship the item to the recipient address 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.
  • Donations.
  • Financial products and investments. ”