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Seller Protection Overview - PayPal

Seller Protection

PayPal provides coverage to Mexican account holders for eligible transactions in the event of an unauthorized payment or item-not-received claims, chargebacks, and reversals.

To be eligible for PayPal Seller Protection:

  • The transaction must be marked eligible or partially eligible for Seller Protection on the Transaction Details page.
  • The item must be shipped within 7 calendar days of receiving payment to the shipping address on the Transaction Details page, and in accordance with our shipping requirements.
  • In the event a buyer files a claim, you need to respond to our request for documents and other information in a timely manner.
  • The item must be a physical, tangible good that can be shipped.
  • Your primary residence, as listed in your PayPal account, must be in the Mexico.

What's not covered

  • Items picked up locally or delivered in person
  • Services, intangible items, and digital goods
  • Claims and chargebacks where the buyer says that the shipped item is significantly not as described

For a full list what is and is not covered, as well as more Seller Protection details, see terms.

Shipping requirements — what documentation do I need?

Proof of delivery

Proof of delivery is acceptable documentation if a buyer files a claim, chargeback, or reversal for either an unauthorized payment or merchandise not received. You need online tracking information from a shipping company that:

  1. Shows the status as delivered.
  2. Shows the date of delivery.
  3. Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).
  4. For items valued at $250 USD (or local currency equivalent) or more, includes proof of the recipient’s signature to confirm delivery.

Proof of shipment

Proof of shipment is acceptable documentation if a buyer files a chargeback or reversal for an unauthorized payment. You need a document from a shipping company that:

  1. Shows the status as shipped or delivered, or shows a postmark.
  2. Shows the date of shipment.
  3. Includes the recipient’s address, showing at least the city/state or ZIP code (or their equivalent).

Coverage for non-Mexican PayPal account holders

Seller Protection varies by country and region. Find out more

Additional resources for sellers

To learn more about safer selling, go to:

How we help protect sellers

Tips for safer selling

Resolving issues for sellers