Seller Protection now covers more transaction types.

If your business deals in eligible intangible items such as travel & booking and business services (excluding digital goods) you’re now protected under our PayPal Seller Protection for unauthorised transactions.

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If your business deals in eligible intangible items such as travel & booking and business services (excluding digital goods) you’re now protected under our PayPal Seller Protection for unauthorised transactions.

Sign Up Now

How does the claim process for Seller Protection work?

1

If a buyer files a Claim, Chargeback or payment reversal for Unauthorised Transaction, we will place a temporary hold on your fund.

2

We will ask the Seller to provide with valid proofs/ information that confirm Seller delivered the service to the buyer and investigate the matter.

3

The Seller will receive the fund once PayPal has ascertained that the transaction is eligible for Seller Protection and proofs are valid.

Seller Protection covers two types of buyer claims

Unauthorised Transactions

Unauthorised 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

Item Not Received

A buyer pays for an item, but claims he or she did not receive it.
Joshua K. Lau, CEO, YesStyle.com

“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

Protected Sales

We cover physical goods and intangible items such as travel, tickets and services (except for digital goods). To help ensure you’re protected for the physical goods, we recommend using a shipping or courier service that supports online tracking. If a buyer makes a claim for an unauthorised transaction, provide us with a proof of shipment. If a buyer claims that an item was not received, show us the proof of shipment with tracking, or proof of delivery and signature confirmation. For intangible items, simply provide proof that the order was fulfilled (and any other information we request).

What is scope for expanded Seller Protection?

Eligible categories of intangible goods such as travel & booking and business services have been covered under the expanded Seller Protection. However, digitally downloaded goods are not eligible under our Seller Protection Policy.

When is this extension effective?

All transactions made on or after 1 April 2017 are eligible for the expanded protection.

Who will benefit from the changes?

The extended protection applies to all Sellers in Hong Kong in intangible segment excluding guest transactions and Sellers in digital goods vertical. The intangible transaction must be marked by PayPal as eligible for PayPal Seller Protection on your Account “Transaction Details” page.

What items are not covered?

Most goods and services paid for in a single payment via a PayPal account are eligible for Seller Protection, except for list below:
  • 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 such as music or computer game downloads;
  • Items equivalent to cash (including, without limitation, gift cards or vouchers);
  • PayPal Direct Payments (including Virtual Terminal Payments, Website Payments Pro/ Plus Payments), PayPal Here payments, PayPal carrier billing products, PayPal Mass Payments;
  • 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);
  • Donations;
  • Financial products and investments;
  • Gold Bullion.
For full eligibility requirements, see the attached Seller Protection Policy terms.

If someone discovers a problem after 1 April 2017 regarding an intangible purchase before that date, can they make a claim?

No. The policy came into effect on 1 April 2017 and only protects transactions made on or after 1 April 2017.

What specific issue types are eligible?

  • Unauthorised Chargebacks or ACH returns
  • Unauthorised Claims
  • Unauthorised Fraud Reversals and ACH returns
  • Item Not Received Chargebacks

What do the Sellers need to do to avail Seller Protection?

Sellers in Hong Kong are not required to do anything to be eligible for the expanded policy. To be eligible for Seller Protection, transactions must be marked by PayPal as eligible for PayPal Seller Protection on the Seller’s Account “Transaction Details” page. The Seller will have to respond to all Unauthorised cases and provide compelling evidences that the Seller fulfilled the transaction. The Seller would have to respond within the timeframe mentioned in the case notifications to be eligible for protection.

How does the Seller have to respond to the cases?

Seller must submit all proofs or document that he/ she wishes to provide in representing his/ her case in PayPal Resolution Centre. The evidence should be uploaded in “Other Evidence” section.

What kind of proofs can the Seller submit?

Any compelling evidences that the Seller provides which can prove to the buyer and/ or PayPal that an item was delivered, used, provided, or that a service was completed, would qualify as valid proof. For example, for an online ticket purchased, proof that the ticket was sent to the buyer’s email address.

How does the claim process for Seller Protection work?

  1. If a buyer files a Claim, Chargeback or payment reversal for Unauthorised Transaction, we will place a temporary hold on your fund.
  2. We will ask the Seller to provide with valid proofs/information.
  3. The Seller will receive the fund once PayPal has ascertained that the transaction is eligible for Seller Protection and proofs are valid.

Protect your business.