Buyer Protection now covers intangibles.
PayPal is always looking for ways to make shopping safer. Buyers purchasing intangible goods such as services and digital goods will now be covered by buyer protection, in the same way they are for physical items. If a buyer claims they haven’t received the item or it was not as described, they can open a claim which PayPal will review. We want buyers to feel safe no matter what they’re buying.
Confident buyers, happy sellers.
This additional coverage gives your customers extra confidence when shopping for intangible goods (services, digital goods, travel, event tickets and other intangible items). We expect your activity as a seller to benefit from this increase in buyer confidence.
Retain proof of transactions.
You’ll need to respond to all claims. If a customer opens an Item Not Received or Significantly Not as Described claim for an intangible, we’ll need evidence that the buyer received the goods or service, or benefited from the transaction, and that it was as you described it to be.
Supply appropriate documentation.
Provide sufficient evidence to support your response to claims. For example, for sales of digital downloads you might provide proof that you sent the buyer a link and that the buyer accessed the download including dates and times.
Visit our Resolution Center and click on the claim in question.
Choose your Response Option and provide your detailed response.
We’ll review your claim and request any further information.