Seller Protection cloud with lockPayPal’s Seller Protection Policy.

PayPal Seller Protection is a safeguard we provide to sellers to help defend against false claims, chargebacks, or reversals of sales on successfully shipped items.

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How Seller Protection and the claims process works.

Following these steps will ensure you’re protected from when a buyer makes a false claim that a sale was an “unauthorized transaction” or that an item never arrived:

Protect your business against false transaction claims.

When a valid transaction occurs, but the accountholder claims that they didn’t authorize the payment, we will protect you from being exploited.

Defend against “item not received” claims.

Buyers sometimes claim they didn’t receive an item when, in fact, they did. If this happens, PayPal has your back with Seller Protection.

Requirements to qualify for Seller Protection:

Intial Requirements

  • Ship the item using a qualified Shipping company according PayPal’s User Agreement to the address on the Transaction Details page
  • The item sold must be a physical, tangible item that can be shipped. This means intangible items such as digital goods and services aren’t covered
  • If we request documentation or other relevant information, you need to respond within the requested deadline
  • Your permanent address (listed in your PayPal account) must be in the country where you signed up for your PayPal account
Additional Requirements
For “Item Not Received” cases:
  • The payment must be marked “eligible” or “partially eligible” on the Transaction Details page
  • You must provide online tracking to be eligible for protection
For “Unauthorized Payment” cases:
  • The payment must be marked “eligible” on the Transaction Details page
  • You must provide Proof of Delivery or Proof of Shipment as described below

Transactions not covered by Seller Protection:

  • Claims, chargebacks, or reversals filed because the item is significantly different from how it was described (e.g. you described an item as “new,” but sent a used one)
  • Intangible purchases like services, digital goods, etc.
  • Items picked up locally or in person
  • Claims filed directly through an eBay account
  • Prohibited items such as drug paraphernalia, ammunition/firearms, or counterfeit goods

Frequently Asked Questions

What is Proof of Delivery?

Proof of Delivery is online documentation from a qualified shipping company that includes all of the following:

  • The item’s status as delivered
  • The date the item was delivered
  • The recipient's address, showing at least the city and state, or city and country, or zip/postal code (or international equivalent)
  • The address information on your shipping receipt must match the address on the Transaction Details page
  • Signature Confirmation, if the full amount of the payment (including shipping and taxes) is $750 USD or more, a signature confirmation is required.

  • This documentation can be viewed at the shipping company’s website and indicates that the item was signed for on delivery.