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A chargeback is initiated when the customer contacts the card issuer to request a payment reversal. Many of these chargebacks could be avoided. The more you know the proper procedures, the less likely you’ll run into issues that might result in a chargeback. As your partner, we’re here to help you resolve unwarranted chargebacks, and with our Seller Protection programme, you’re protected for eligible payments against fraudulent transactions and items not received chargebacks.
When a customer files a chargeback through their card issuer, we will notify you and hold the money in question as we work with you to resolve it.
Submit your supporting documents or evidence through the Resolution Centre to dispute the chargeback. We’ll help you submit the documents to the card issuer who makes the decision.
We’ll remove the hold once we’ve determined the transaction is eligible for Seller Protection.
Reasons for chargebacks.
Chargebacks arise for many reasons, but primarily for customer disputes and fraud:
- Customer claims to have never received the goods as promised at the time of purchase;
- Customer was shipped an item that was very different from the seller's description, or the item was damaged when the buyer received it; or
- Customer claims they did not authorise the purchase, they did not make the purchase or they were victims of identity or card theft.
- Provide contact information
Provide your email address or customer service phone number, or even call buyers in advance when you're selling higher priced items, so that buyers can talk to you about an issue first.
- Be responsive
Do your best to respond quickly and professionally to all reasonable buyer inquiries.
- Suggest dispute resolutions
Suggest to your buyer in opening a dispute with the PayPal Resolution Centre instead of filing a chargeback with their card issuer.
- Provide a clear return policy
Ensure you publish your return and refund policies on your website, auction listings and correspondence with customers, in clear and simple terms.
- Give accurate descriptions
Provide information such as pictures, measurements and other relevant details on the item you are selling.
- Issue refunds when possible
Avoid additional costs from chargebacks. Always use the refund link in the PayPal Resolution Centre to issue a refund. Refunds issued outside of PayPal are not covered under our Seller Protection programme.
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Frequently Asked Questions
What happens when a buyer files a claim or a chargeback for an item not received?
We will place a temporary hold on the money in question and send you an email requesting proof of delivery. For payments less than $750 USD (or its equivalent in another currency), you will need to provide proof of shipping that can be viewed online. For payments of $750 USD or more, you will need to provide a proof of delivery with signature confirmation that can be viewed online.Once we've received the evidence, we’ll determine your eligibility for Seller Protection. If you’re eligible, we’ll restore your access to the money.
What are the most common reasons for items not received chargebacks not being covered by PayPal Seller Protection?
Delayed or non-response: If you do not respond with proof of delivery or signature confirmation if the order amount was $750 or more in the PayPal Resolution Centre within 10 days, we may decide in favour of your customer. Delivery requirements were not met: Online tracking does not show delivered statusWe did not receive a signature confirmation receipt, which is required for orders of $750 or moreOrder was shipped to an incorrect addressOnline tracking number was invalidFor more details about our Seller Protection eligibility
What happens when a buyer files a claim or a chargeback for an unauthorised payment?
We will place a temporary hold on the money in question and send you an email requesting proof of shipment. Once we've received it, we’ll verify your eligibility for Seller Protection. If you are eligible, we will lift the temporary hold and restore your access to the money as soon as possible.
What are the most common reasons unauthorised chargebacks aren't covered by PayPal Seller Protection?
Delayed or non-response: To help us determine if you're eligible for Seller Protection, you must respond through PayPal Resolution Centre within 10 days and provide proof of shipment for unauthorised claims or proof of delivery for item not received claims.We were unable to verify that the order was shipped to an approved address:Shipping receipt or online tracking number doesn't show where the order was delivered The address doesn't match the customer's address on the PayPal Transaction Details page The item sold was delivered in person or picked up The item sold was an intangible good