Buyer Protection now covers intangibles.
PayPal is always looking for ways to make shopping safer. Buyers purchasing intangible goods (such as digital goods) and services can now be covered by Buyer Protection, in the same way as they are for physical items. If a buyer claims they haven’t received an eligible item or service or it was not as described, they can open a claim which PayPal will review. We want buyers to feel safe no matter what they’re buying.
Confident buyers, happy sellers.
This additional coverage gives your customers extra confidence when shopping for intangible goods (digital goods, event tickets and other intangible items) and services (such as travel). We expect your activity as a seller to benefit from this increase in buyer confidence.
Retain proof of transactions.
You’ll need to respond to all claims. If a customer opens an Item Not Received or Significantly Not as Described claim for an intangible or a service, we’ll need evidence that the buyer received the goods or service, or benefited from the transaction, and that it was as you described it to be.
Supply appropriate documentation.
Provide as much relevant evidence as you can to support your response to claims. The more the better. For example, for sales of digital downloads you might provide proof that you sent the buyer a link and that the buyer accessed the download including dates and times.
Visit our Resolution Centre and click on the claim in question.
Choose your Response Option and provide your detailed response.
We’ll review your claim and request any further information.
We consider all claims on their merits. The more relevant evidence you can provide to to prove that you provided the goods or services as described, the greater the likelihood we will reject the buyer’s claim. You’ll find more detailed terms and conditions on our Security Page or in our User Agreement.