Seller Protection

If you received an unauthorized payment (for example, from a hacked account) or a buyer claims to have never received the item, our Seller Protection can help you get the full amount of an eligible payment, subject to the claim, chargeback, or reversal and waive the chargeback fee, if applicable. As long as you meet the eligibility requirements, you may be protected. Conditions apply.

For more information on the specific terms of the Seller Protection applying to you, see our User Agreement.

What’s an Eligible Item?

{Seller Protection can cover tangible and intangible items (including services, travel and tickets) paid for in one instalment with PayPal and, where applicable, delivered to the shipping address registered during the transaction (see our User Agreement.)

Proof of Delivery.

A – For tangible items:
Keep the proof of postage and proof of delivery for the goods that you sell. They may be required in case of a dispute.
B – For intangible Items (including services, tickets and travel):
We will ask you to provide proof of delivery that shows the purchase order was fulfilled and includes all of the following:

  • The date the item or service was provided;
  • The recipient’s address (email/IP, etc.) where applicable.

Items Not Covered.

PayPal Seller Protection does not cover:

  • Items not authorized by our Acceptable Use Policy or prohibited by law
  • Licenses for digital content and digital goods
  • Claims, Chargebacks and Reversals for items Significantly Not as Described
  • Items that you deliver (or are picked up) in person
  • Transactions made through Zong, PayPal Integral Evolution (where the items purchased are Intangible items, licenses for digital content, and/or services), or Virtual Terminal (if available)
  • Items equivalent to cash (including, without limitation, vouchers, stored value items such as gift cards and pre-paid cards)
  • Payments made in respect of financial products and investments
  • Donations
  • Items bought via classified listings
  • Payments made in respect of gold (whether in physical form or in exchange-traded form)
  • PayPal Mass Payment transactions
  • Disputes filed directly with PayPal in the Resolution Centre.

Tips

  • Check the shipping address: never send your item to an address that is different to the one provided by PayPal.
  • Track your item: always use a shipping service that includes an online tracking system and proof of delivery. This way you can reassure concerned customers by providing a tracking number.
  • Keep your customers informed: if there are unforeseen delivery delays, be sure to let customers know.
  • Identify high-risk behaviour: multiple orders to the same address in a short space of time; orders for high-risk countries, etc. If you’re unsure, call your customer to check contact details and the identity of the card holder. If you suspect fraud, cancel the transaction and do not send the order.
  • Never sell counterfeit items.

We're Here To Help.

If you receive Unauthorized Transactions, customer complaints or any other concern regarding your PayPal account, we can provide full support to help you resolve them. Simply reach out to PayPal Customer Service.
Contact Us

Buyer Protection

If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, PayPal's Buyer Protection may reimburse you for the full amount of the item plus postage. Buyer Protection can cover your eligible online purchases, on eBay or on any other website, when you use PayPal. Conditions apply.

For more information on the specific terms of the Buyer Protection applying to you, see our User Agreement.

What's Covered?

Purchase of most goods that can be posted and which do not violate PayPal policies. Here are a few examples of situations where an item doesn’t match the seller’s description: You bought a book and got a DVD, you bought a new item but got something that was used, you bought 3 items but only got 2, the item was damaged during delivery, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a fake instead.

What's not Covered?

Items like real estate, motorized vehicles (of any kind), custom made items, industrial machinery (for manufacturing), prepaid or gift cards, anything you buy in person, or items that violate PayPal's policies. You must open a dispute within 180 days or you will not be covered.

General Guidelines.

  • Disputes can be opened for certain, tangible and intangible goods
  • Full item cost has to be covered in one payment
  • The buyer can open a dispute within 180 days of the date the payment was made
  • If the buyer and the seller cannot reach a mutual agreement, the dispute can be escalated to a claim within 20 days after opening the dispute
  • Buyers cannot open several disputes for the same payment

Refunds.

If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs.

We're Here For You.

Get our full support for unauthorized transactions, claims or any other concern you might have. Just reach out to our Customer Service.

Contact Us

Your safety is our priority.

No matter where you shop, our security is always the same. So buy with peace of mind from thousands of online stores around the globe. The world is yours.

Chargebacks.

A buyer may request a chargeback or fund reversal from PayPal, or his credit card company, but he may not pursue both at the same time or seek a double recovery. PayPal may put a hold on the funds in the seller’s account to cover a request. We're here to help and will inform you of every step of the process to resolve a case.

Security around the clock.

We monitor every transaction 24/7 to help prevent against fraud, email phishing and identity theft. Every transaction is heavily guarded behind our next-level encryption. If something seems suspicious, our dedicated team of security specialists is immediately on it to help protect you from fraudulent transactions. And remember, we never ask for any sensitive information from you in an email.

Your information is secured.

When you pay with PayPal, your financial information is never shared with the seller, and you can pay using only your email address and password. If you forget your login, you can recover it by yourself or contact us if you need help.