Understanding your SNAD protection - PayPal

Understanding your SNAD protection

Sellers have rights, too.Appeal a decision using the SNAD Appeals Process.

Am I eligible for the SNAD Appeals Process?

If a Significantly Not as Described (SNAD) claim is found in favor of the buyer you have the option of appealing the decision if the merchandise returned to you meets one or more of the following:

  • The item was returned to you in a condition other than what the buyer received (beyond normal wear and tear from the return shipping)
  • No item was returned (empty box)
  • The wrong item was returned

How to appeal a SNAD case:

  1. Log in to your PayPal account
  2. Click Resolution Center at the top of the page
  3. Select Closed Cases from the Show drop-down menu
  4. Click the Appeal button to the right of the case

What happens after you file the appeal

PayPal generally requires you to provide documentation to support your appeal, and may request for you to either complete an affidavit that will be sent to you by a PayPal representative, or file a police report, depending on the circumstances of your appeal.

Once PayPal receives the supporting documents, the case is reviewed by a PayPal representative, who'll determine if the appeal should be granted. If you reported that the returned item was notably different than what was originally sent, you may be asked to return the item to PayPal prior to granting your appeal. If an appeal is granted, you'll be reimbursed for the transaction.

Please note: you must abide by PayPal's protection policies. Buyers or sellers who violate the policy may have their account access limited.

To appeal a SNAD case, go to the PayPal Resolution Center