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Policy Updates


This page informs users in advance of important changes to the PayPal service, its User Agreement, or other policies. This page displays policy updates with future effective dates. Go to “Past Policy Updates” for previous policy updates.

Notice of Amendment to the PayPal User Agreement

Effective Date (and issued on): Apr 27, 2017


Please read this document.

We’re making changes to the PayPal User Agreement, the contract that governs your relationship with PayPal. 

You do not need to do anything to accept the changes as they automatically come into effect on the Effective Date.


1. PayPal seller protection

Section 11 is amended in order to extend the coverage of the Seller Protection programme to also cover sales of all eligible intangible items (excluding digital goods and licences for digital content) and services;

Accordingly, section 11 now reads as follows (with added wording underlined):

11. Seller Protection Programme

11.1 What is PayPal seller protection?

If you are the recipient of a payment made by a customer ("Payment Recipient"), we will re-imburse you an amount for Claims, Chargebacks, or Reversals made against you based on the following reasons:

  1. A Chargeback or Reversal was issued against you for the reason of an “Unauthorised Payment” (except for any “Unauthorised Payment” initiated in an environment not hosted by PayPal); or
  2. A Chargeback or Claim was issued against you for the reason of “Item Not Received”;

where PayPal receives from you proof that the item was posted or delivered in accordance with the requirements set forth below, subject to the further provisions of this section 11 (including, without limitation, the Eligibility Requirements at section 11.6).

Please read section 13 (PayPal Buyer Protection) to understand how a Claim against you may arise.  If you sell or market to buyers in other countries, you should read the PayPal Buyer Protection policies of the countries in which your target buyers are based (the relevant PayPal Buyer Protection policies are available here and are also accessible via the “Legal” or “Legal Agreements” footer on most PayPal site pages) as these policies will apply to you as a Payment Recipient or seller.

Please also read section 5.3 (Risk of Reversals, Chargebacks and Claims) to understand the risk of Reversals, Chargebacks and Claims arising when you receive a payment.

11.2 PayPal seller protection is available to:

Sellers with registered PayPal Account(s) in France who receive PayPal payments from buyers making an eligible purchase (worldwide and everywhere PayPal is accepted); and

PayPal seller protection does not apply to Claims, Chargebacks and/or Reversals for the reason that the purchase was Significantly Not as Described (SNAD) nor for items that you deliver or are picked up in person.

11.3 How much protection is provided by PayPal seller protection?

PayPal will pay you the full amount of an eligible payment the subject of the Claim, Chargeback, or Reversal and waive the Chargeback Fee, if applicable.

  1. We may suspend your eligibility for PayPal Seller Protection if we hold a reasonable belief that there is an increased risk associated with your Account. In assessing a risk, we will consider the:
    • Total monetary amount and / or number of Claims, Chargebacks or Reversals issued against your PayPal Account;
    • Reasonable risk of your Account to the integrity of PayPal and our system; and
    • Potential losses occurring to us or our users.
  2. We may suspend your eligibility for PayPal Seller Protection if it is linked or associated with another account which has been suspended.
  3. We will lift the suspension provided we no longer hold a reasonable belief that there is an increased risk associated with your Account.

11.4 What happens when a buyer files a Claim, Chargeback, or Reversal?

PayPal will place a temporary hold on the funds in your Account to cover the full amount of the Claim, Chargeback, or Reversal.

11.5 If the payment is not covered by PayPal seller protection, PayPal will remove the funds from your Account and return the payment to the buyer. In addition, you will be responsible for PayPal’s Chargeback Fee, if applicable.

11.6 Eligibility Requirements

What are the eligibility requirements for PayPal seller protection? 

If You have received more than €100,000 per month at least once over a consecutive period of 6 months on your PayPal Account and/or if You are applying surcharge for the use of PayPal (when the law applicable to You allows You to apply surcharge), You are not eligible for PayPal seller protection and Section 11.5 applies to You unless otherwise agreed between You and PayPal. PayPal will review your eligibility for seller protection in October and April of each calendar year.

To be eligible for PayPal seller protection, you must meet all of these requirements to be covered:

  1. You must respect the requirements specified in Section 11.3 in relation your PayPal Account
  2. The transaction must be marked by PayPal as eligible for PayPal seller protection on your Account “Transaction Details” page.
  3. If it is marked eligible, protection for both Unauthorized Payments and Item Not Received will apply.
  4. For tangible items, post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or if the seller posts the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift” address) then you will not be eligible for re-imbursement under the terms of the PayPal seller protection.
  5. You may access the “Transactions Details” page by logging into your PayPal Account, selecting “History” and then selecting “Details” for the transaction.
  6. You must follow the delivery requirements described below.
  7. You must accept a single payment from one PayPal Account for the purchase (partial payment and/or payment in installments are excluded).
  8. You must respond to PayPal’s requests for documentation and other information that is reasonably required by PayPal to investigate the matter in a timely manner.

11.7 What are the delivery requirements?

Type of shipping

Protection for Unauthorised Payment

Protection for Item Not Received


Proof of Postage (for tangible items) or Proof of Delivery (for intangible or virtual items or services)

Proof of Delivery*

If the payment is for pre-ordered or made-to-order goods, postage is required within the timeframe specified in the shipment policy or other specification on the merchant’s website.

* If you use the service Colissimo National (DOM included), PayPal requires only a physical Proof of Postage.

For all other national shipping services (and international shipping, TOM included), PayPal requires a Proof of Delivery, whatever the value of the item.

11.8 What is “Proof of Postage”?

Online or physical documentation from a postal company that includes all of the following:

  1. A status of “shipped” (or equivalent) and the date of postage
  2. The recipient’s address, showing at least the city/county or postcode (or international equivalent).
  3. Official acceptance from the shipping company (for example, a postmark, a receipt, or online tracking information). Or, if you have Proof of Delivery then you do not need Proof of Postage.

11.9 What is “Proof of Delivery”?

“Proof of Delivery (for tangible items)” means online documentation from a postal company that includes (or where the postal company warrants that they have obtained) all of the following:

  1. A status of “delivered” (or equivalent) and the date of delivery.
  2. The recipient’s address, showing at least the city/county or postcode (or international equivalent).

“Proof of Delivery (for intangible or virtual items or services)” means any compelling evidence to show the purchase order was fulfilled that includes but is not limited all of the following:

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

11.10 What are examples of items/transactions/cases that are not eligible for seller protection?

  1. licenses for digital content, and digital goods.
  2. Items equivalent to cash (including, without limitation, stored value items such as gift cards and pre-paid cards ).
  3. Payments made in respect of financial products and investments.
  4. Donations.
  5. Items that you deliver (or are picked up) in person
  6. Transactions made through Zong, PayPal Integral Evolution (where the items purchased are Intangible items, licenses for digital content, and/or services.) or e-Terminal (if available)
  7. Claims, Chargebacks and Reversals for Significantly Not as Described.
  8. Items bought via classified listings
  9. Disputes filed directly with PayPal in the Resolution Centre pursuant to section 14 of this Agreement.
  10. Payments made in respect of gold (whether in physical form or in exchange-traded form).
  11. PayPal Mass Payment transactions. ”

Other changes

Sections of the PayPal User Agreement have been amended to make minor typographical changes with reference to the changes outlined in paragraph 1 above.