We’re with you every step of the way.
A chargeback is initiated when the customer contacts the issuing bank to request a payment reversal. Many of these chargebacks could be avoided. The more you know the proper procedures, the less likely you’ll run into issues that might result in a chargeback. As your partner, we’re here to help you resolve unwarranted chargebacks, and with our Seller Protection program, you’re protected for eligible payments against fraudulent transactions.
1
When a customer files a chargeback through their card issuer, we will notify you and hold the money in question as we work with you to resolve it.
2
Submit your supporting documents or evidence through the Resolution Center to dispute the chargeback. We’ll help you submit the documents to the card issuer who makes the decision.
3
We’ll remove the hold once we’ve determined the transaction is eligible for Seller Protection.
Reasons for chargebacks.
Chargebacks arise for many reasons, but primarily for customer disputes and fraud:
- Customer claims to have never received the goods as promised at the time of purchase;
- Customer was shipped an item that was very different from the seller's description, or the item was damaged when the buyer received it; or
- Customer claims they did not authorize the purchase, they did not make the purchase or they were victims of identity or card theft.
Avoiding chargebacks and disputes.
Some chargebacks can be resolved easily without the merchant having to lose the sale. There are several ways to avoid possible chargebacks and disputes:
- Provide contact information
Provide your email address or customer service phone number, or even call buyers in advance when you're selling higher priced items, so that buyers can talk to you about an issue first.
- Be responsive
Do your best to respond quickly and professionally to all reasonable buyer inquiries.
- Suggest dispute resolutions
Suggest to your buyer in opening a dispute with the PayPal Resolution Center instead of filing a chargeback with their card issuer.
- Provide a clear return policy
Ensure you publish your return and refund policies on your website, auction listings and correspondence with customers, in clear and simple terms.
- Give accurate descriptions
Provide information such as pictures, measurements and other relevant details on the item you are selling.
- Issue refunds when possible
Avoid additional costs from chargebacks. Always use the refund link in the PayPal Resolution Center to issue a refund. Refunds issued outside of PayPal are not covered under our Seller Protection program.
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