Helping to protect your sales like no other.
We understand how important security is for an online business, so we created a Seller Protection programme to help guard you from claims and chargebacks on eligible sales transactions.
A payment has been sent from a PayPal account, but the account holder claims that he or she did not authorise the payment.
Item Not Received
A buyer pays for an item, but claims he or she did not receive it.
“PayPal makes selling to a global customer base easy and secure. PayPal's superior risk management helps us prevent fraudulent transactions, and its checkout tools allow customers to shop with confidence."
Joshua K. Lau, CEO, YesStyle.com
What are the requirements for Seller Protection?
- The item purchased must be a physical, tangible good (except for motor vehicles).
- You receive payment via PayPal from a buyer’s PayPal Account.
- You must accept a single payment from one PayPal Account for the purchase (partial payment and/or payment in instalments are excluded).
- 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.
- Follow the postage requirements described in our User Agreement:
- The transaction must be 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 Unauthorised Transaction and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply.
- You must respond to PayPal’s requests for documentation or other information that is reasonably required by PayPal to investigate in a timely manner.
- Your eligibility is not otherwise suspended. You must meet all of the above requirements to be eligible.
What isn’t covered by 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.
- Intangible items, including Digital Goods, travel tickets, gift vouchers and services.
- PayPal Direct Payments (including Virtual Terminal Payments and Website Payments Pro – Hosted Solutions payments), PayPal Here payments and carrier billing products.
- 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 delivery.
- Financial products or investments.