PayPal Buyer Protection

If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, our Buyer Protection will reimburse you for the full amount of the item plus postage and packaging costs. Buyer Protection covers eligible online purchases on eBay or on any other website, when you use PayPal.

Below are some of the key features of the policy. For more information, see our User Agreement.


You bought a book but got a DVD, you bought a new item but got something that was used, you purchased 3 items but only got 2, the item was damaged in transit, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a knock-off instead. Tell us.


If the seller has accurately described an item, but you’re just not happy with it, if you fail to open a dispute within 180 days of purchase, or if your account is not in good standing, you are mostly likely not covered by PayPal Buyer Protection.

Items Not Covered

Items like real estate, motorised vehicles (of any kind), custom-made items, industrial machinery (for manufacturing), prepaid cards, or items that violate our policies, anything you buy in person, or money transfers to friends or family.

Account Protection

You’re not liable for unauthorised purchases made from your account.


If an order doesn’t arrive or match the description, we’ll reimburse the full cost of eligible purchases and paid delivery costs.

Responsive Support

We're here to help. Get support with suspicious activity, identity theft or phishing. Report your suspicions to us directly.

Seller Protection

If you are sent an unauthorised payment – for example, from a hacked account – or a buyer claims they didn't receive their item, our Seller Protection policy covers you for the full amount of the payment on eligible sales.

Below are some of the key features of the policy. For more information, see our User Agreement.

Protected Sales

Tangible items that are sold and sent with proof of delivery from within the UK to buyers worldwide. Be upfront about all the details of the item, specifically defects, condition and abnormalities. Also supply an accurate delivery estimate.

Proof of Delivery

To be eligible for Seller Protection, we require two types of evidence for protection eligibility. A digital or physical proof that the item was sent by the seller, and proof that the item was delivered by the delivery company.

Items Not Covered

Items that don't match your description, intangible items like services or digital goods, items that violate our policies, and items you sell or deliver in person. None of these items are covered.

Reassuring Buyers

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

Resolution Support

We provide full support to help resolve any buyer disputes or fraudulent payments. You must respond to our requests for information as outlined in our communications to you. You send the item to the delivery address listed on the PayPal Transaction Details page. If you’re not selling on eBay, make sure the transaction is marked as 'eligible' for Seller Protection.

Who you are is how you pay

Your memory protects your login information and lets you pay without exposing your card details. 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 remember.


When a buyer requests a chargeback or payment reversal from their credit card company, PayPal may need to refund the amount to the buyer, so they're happy. We put a hold on the funds in the seller's account until the issue is resolved. We're involved at every step of the process and will keep everyone informed.

We never close

We monitor every transaction, 24/7 to prevent against fraud, email phishing and identity theft. Every transaction is heavily guarded behind our advanced encryption. If something seems fishy, or phishy, our dedicated team of security specialists will identify suspicious activity and help protect you from fraudulent transactions. Remember, we will never ask for any sensitive information from you in an email.

World class security

Buy or sell across any border in your currency. We can process 25 currencies from 202 countries and markets and convert them for your convenience. Your money is so well-travelled.