Account Reserves FAQs.
A: It could just be time for a routine account review. Or, changes in your account may have prompted the review. For example, we may see a sudden increase in your sales volumes, selling price, or the number of buyer disputes, claims, chargebacks, or refund rates you’re receiving on your account.
Q: Why do I need to send you more information about my business or my financials?
A: The information helps us verify your business will be able to deliver what the customer ordered. Here’s a summary of the information we may be requesting, and how we use it.
|Requested information||How we use it|
|Business information ||Time in business: |
This helps us know if you’re a new business starting out, or have been in business for a while.
This helps us evaluate if you’re operating in a high or low risk industry. Presale items such as events, travel, tickets, and furniture are considered high risk.
Number of employees:
We use this information to assess your company’s ability to deliver products or services.
We use this information to review your policies and checkout pages to determine what information your buyers receive. We’re interested in your return policy, customer service information, shipping time, presale listing, product, and service descriptions.
|Processing history||We use your processing history to determine what products you have been selling, how long you’ve been processing these types of transactions, and what types of customer problems you’ve experienced.|
|Supplier information||We use your supplier information to verify your supplier is legitimate.|
|Financial statements||We use your financial statements to assess the strength of your business, your ability to pay your suppliers, and deliver the product or service.|
|Business credit||We use your business credit information to assess your current and past ability to pay creditors.|
|Personal credit||We use your credit information to assess your current and past ability to pay creditors. Consumer credit may be used if your business has minimal or no historical business credit.|
|Business model: ||Product/Service Offering: |
We review the types of products you’re selling, how the products are manufactured, and who your suppliers are. Certain products, services, and suppliers carry a higher risk. We also need to validate you’re able to deliver the product or service to the customer’s satisfaction (product quality and on time delivery).
This helps us evaluate if your volume significantly increased because of a change in price or new product offering.
We review your shipping processes and delivery timelines.
We may ask you if you’ve had any recent sales which might have caused a large increase in your volume.
|Fraud prevention/detection processes or tools||We want to make sure you have adequate controls in place to help detect fraud.|
Q: I sent in the information you requested. How long do I have to wait to see what type of reserves will be on my account?
A: Once we receive all the requested information, we’ll typically contact you within 3 business days. Be sure to check your email within these 3 days.
Q: When will I receive my money?
A: Once we place a reserve on your account, you’ll receive a communication outlining the terms of your reserve. Your terms are also outlined in your account. When your money is released depends on the type of reserve you have.
If you have a rolling reserve, the funds will be released after a certain period of time. For example, if you have a 90 day rolling reserve, funds from Day 1 sales will be available on Day 91. The funds will be released at the time of the original payment. So, if a payment was received, and held, at 9am on Day 1, it will be released at 9am on Day 91. Even though you will receive Day 1 sales on Day 91, we will continue to capture new reserves on an ongoing basis. You’ll always have the last 90 days of payments in reserve at any given time.
For a minimum reserve, reserves are reviewed within every 180 days. PayPal proactively reviews reserves and based on improvements to your business performance it is possible that your reserves could be adjusted or removed.
Q: When will my account be reviewed?
A: We review your account within every 180 days. If there’s a change in your business performance, we may adjust or remove your reserves. We actively work to release reserves where possible.
Q: What's the maximum amount of time you can hold my money in a reserve?
A: We can hold your money in a reserve for up to 180 days. This may change depending on business performance.
Q: If I close my account, how long will it take for me to get the money that was held in a reserve back?
A: You’ll typically receive your money 180 days after your account is closed. In some cases, it can take more than 180 days.
Q: Will PayPal use the money being held if I receive a chargeback?
A: No, we'll only use money from your available balance to cover any chargebacks you receive. We hold funds in a reserve when we’re unable to collect on your past due balances from: chargebacks, claims, debit transactions with insufficient funds in the account, and fees.
Q: Am I selling a product that’s considered high risk?
A: Certain goods are associated with a high level of risk such as tickets, furniture, gift cards, consumer electronics, computers, commodities, and travel packages. These items tend to have high refund rates, fluctuating values, or long delivery lead times. Presale items are also considered as high risk.
Q: I’ve never had a problem with claims or chargebacks, why are you holding my money in case these things happen?
A: Claims and chargebacks are one factor we consider when reviewing an account for a reserve. We may also review other factors, including:
- Your processing history with PayPal and other providers
- Whether your industry has a higher likelihood of chargebacks or refunds
- Whether your account has an elevated number of customer claims and disputes
- Your business and/or personal credit history
- Whether you're selling products or services in advance (preselling orders).
- Your delivery time frames - whether there are extended delivery timeframes
Q: What appeared on my credit report that caused you to place a reserve?
A: We make reserve decisions based on multiple factors (see above), your credit information being one. If you’d like to know more about your credit reports, please contact the respective credit bureaus below to review your history.
|Credit Bureau Name||Phone|
|Dun and Bradstreet||1-800-234-3867|
The contents of this site are provided for informational purposes only. You should always obtain independent, professional accounting, financial, and legal advice before making any business decision.
Frequently asked questions.
Reserves may be a necessity throughout your relationship with PayPal. Preventing reserves isn’t always possible, and depending on your industry and your credit history, you might never be able to fully remove a reserve from your account.
However, you can reduce the likelihood of having a reserve and improve your customer service in the process by following Seller Best Practices – and that’s a win-win for everyone.
Seller Best Practices
Some best practices to follow are:
- Ship promptly and give your customers valid tracking information through PayPal, so they can keep tabs on their purchases and know when to expect delivery  >
- Communicate early and often with your buyers and let them know about any changes, delays, or other important information  >
- Monitor your buyer complaint rates regularly and try to keep complaint rates below 1% of your sales.  >
- Avoid long refund times, which can lead to complaints from unsatisfied customers
PayPal proactively reviews reserves and based on improvements to your business performance it is possible that your reserves could be adjusted or removed. So, if you’ve made improvements in key areas, for example performance, industry, and claim reductions, it’s possible that your reserve will be lifted or reduced.
From time to time, we may need to adjust your reserve amount. If that happens, we’ll email you about the changes.
If a payment is canceled or interrupted, the money might be reserved in your customer's account for a few days. A reservation doesn’t mean that the money will be charged to the account. The customer's bank reserves the money at the time of the purchase to ensure that there is sufficient money to complete the payment.
The reservation is usually removed after a few business days and the money will appear in the account again.
You can learn more about how we grant funds to enrolled and unenrolled charities by reviewing our Donation Delivery Policy.
For more information about PayPal Giving Fund, click here.
If you would like to contact us and don’t have a PayPal account, please click here and fill out the form so we can help you resolve your PayPal Giving Fund issues.
You can correct your data by logging into your account. You can also contact us and request we correct the data for you.
If you do not have an account, submit your contact request by pressing the “I can’t login or I don’t have an account” via the help centre - please note though that this will require verification of your identity before PayPal can assist you.
We can only correct personal data when requested by the owner of that data or by a party authorized by the account holder.
If you want us to correct data that we’re legally required to verify as a financial services provider we may request additional information from you to confirm your personal data (ex., marriage license to confirm a name change).
As part of any request to correct data, we’ll conduct reasonable verification checks to ensure the security of the data. We reserve the right to not allow data to be altered if we’re unable to verify your identity, if there is a conflicting legal obligation, or if doing so would put PayPal or other parties at risk.