Seller Protection Overview - PayPal

Seller Protection

PayPal provides coverage to U.S. account holders for eligible transactions in the event of an unauthorized payment or item-not-received claims, chargebacks, and reversals.

To be eligible for PayPal Seller Protection:

  • The transaction must be marked eligible or partially eligible for Seller Protection on the Transaction Details page.
  • The item must be posted within seven calendar days of receiving payment to the postal address on the Transaction Details page, and in accordance with our posting requirements.
  • In the event a buyer files a claim, you need to respond to our request for documents and other information in a timely manner.
  • The item must be a physical, tangible good that can be posted.
  • Your primary residence, as listed in your PayPal account, must be in Hong Kong.

What's not covered

  • Items picked up locally or delivered in person
  • Services, intangible items, and digital goods
  • Claims and chargebacks where the buyer says that the posted item is significantly not as described

For a full list of what is and is not covered, as well as more Seller Protection details, see terms.

Posting requirements — what documentation do I need?

Proof of delivery

Proof of delivery is acceptable documentation if a buyer files a claim, chargeback, or reversal for either an unauthorised payment or merchandise not received. You need online tracking information from a posting company that:

  1. Shows the status as delivered.
  2. Shows the date of delivery.
  3. Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).
  4. For items valued at $250 USD / $2,000 HKD (or local currency equivalent) or more, includes proof of the recipient’s signature to confirm delivery.

Proof of delivery

Proof of delivery is acceptable documentation if a buyer files a chargeback or reversal for an unauthorised payment. You need a document from a posting company that:

  1. Shows the status as been sent or delivered, or shows a postmark.
  2. Shows the date of delivery.
  3. Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).

Coverage for non-US PayPal account holders

Seller Protection varies by country and region.Find out more

Additional resources for sellers

To learn more about safer selling, go to:

How we help protect sellers

Tips for safer selling

Resolving issues for sellers