Buyer Protection

If an eligible item that you’ve purchased online, on eBay or otherwise, doesn’t arrive or doesn’t match the seller’s description, we’ll reimburse you for the full amount of the item plus shipping costs, as long as the eligibility requirements are met.

More about buyer protection

Examples

You bought a book but got a DVD, you bought a new item but got something that was used, you purchased 3 items but only got 2, the item was damaged during shipping, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a fake item instead. Tell us.

Guidelines

Open a dispute within 45 days of purchase. If you fail to do so, or if your account is not in good standing, you are most likely not covered.

Items Not Covered

Intangible items like digital goods or services, real estate, motorized vehicles (of any kind), custom made items, travel tickets, industrial machinery (for manufacturing), prepaid cards, or items that violate our policies or eBay’s policies, anything you buy in person, or money transfers to friends or family.

Account Protection

You’re not liable for unauthorised purchases made from your account if you report an eligible incident within 60 days.

Refunds

If an order doesn’t arrive or match the description, we’ll reimburse the full cost of eligible purchases and paid shipping costs.

Responsive Support

We're here to help. Get full support with suspicious activity, identity theft, or phishing. Report your suspicions to us directly.

Seller Protection

We protect you against eligible costs incurred from claims, chargebacks and reversals for unauthorized transactions and Items Not Received by the buyer. We will pay you the full amount of the eligible payment and waive the Chargeback fee if applicable.

More about seller protection

Protected Sales

Seller Protection covers tangible items that are sold and shipped (eligibility criteria apply). To ensure you’re protected, ship to the address the buyer specifies during checkout. Be upfront about all the details of the item, specifically defects, use and abnormalities. Also disclose an accurate delivery time estimate. This is available for eligible payments via eBay and outside of eBay from PayPal account holding buyers in any country.

Proof of Shipment

An online or physical documentation from a shipping company that include the status of “shipped” (or equivalent) with tracking information and the date of postage. The recipient’s name and address must match those shown on the “Transaction Details” page. The sender’s name and address must match the Seller’s name and address and online tracking information showing status of shipment.

Proof of Delivery

Documentation stating the status and the date of delivery. The recipient’s name and address must match those on PayPal’s Transaction Details page. Online tracking information can be viewed at the shipping company’s website and can indicate whether the item was signed for on delivery.

Items Not Covered

Items that don't match your description, intangible items like services or digital goods, automobiles, items that have been shipped after PayPal has advised not to ship the item, items that violate our policies (things which are generally prohibited by law anyway). Certain types of transactions or situations are also omitted from Seller Protection. These include transactions made through email, items delivered in person or postage that can't be tracked.

More about eligibility

Reassuring Buyers

Become a verified seller to give buyers additional peace-of-mind and attract more customers.

Resolution Support

We provide full support to help resolve any buyer disputes or fraudulent payments.

Who you are is how you pay.

Our greatest safeguard is you. We protect your login information and let you pay without exposing your card numbers. If you forget your login, you can use your privacy questions to get back into your Account. If you forget those, contact us and we'll help you recover them.

Chargebacks.

A chargeback is when a buyer asks their credit card issuer to reverse a payment that has already cleared. We're here to help and will help guide you through the process to resolve a case be it related to an unauthorized transaction or a buyer who didn't receive their item.

We never close.

We monitor every transaction, 24 hours 7 days a week to prevent against fraud, email phishing and identity theft. Every transaction is heavily guarded behind our next-level encryption.

If something seems suspicious, our dedicated team of security specialists is around to help protect you from fraudulent transactions.

Remember, we will never ask you for any sensitive information in an email.

World class security.

No matter where you shop, security is always our top priority.

So buy with peace of mind from 193 different markets across the globe. The world is yours.