How to prevent disputes for physical goods

When selling physical goods, consider how shipping, delivery, and product conditions can impact your customer’s experience.

The following are general best practices. Results may vary based on your business, industry, and customer base.

See PayPal’s Seller Protection Program for additional details about selling with PayPal.

What to do: Include high-quality photos from multiple angles, detailed measurements, material information, and any imperfections.
Why: The more accurate your listing, the fewer "significantly not as described" claims you’re likely to receive.

What to do: Ship items within the timeframe you've promised. Always use tracked shipping and provide customers with tracking information immediately. Be sure to add tracking details to the order on PayPal. Consider requiring a signature upon delivery for high-value purchases.
Why: Many customers expect items to ship in a timely manner after they place an order. When you provide tracking details, this enables you and your customer to monitor the order’s progress and confirm delivery.

What to do: Always ship to the address shown on the Transaction Details page in your PayPal account. If a customer asks you to ship elsewhere, it’s best to cancel the original order and request the customer to place a new one using their correct address.
Why: When a customer places their order, they’re asked to provide and confirm their address, to which you agree to ship the order. If you ship the order elsewhere, the customer may have grounds to dispute the transaction.

What to do: Use appropriate packaging to prevent damage during transit. Consider insurance for fragile or high-value items. Document the condition of items before shipping.
Why: Damaged goods can harm your reputation as a seller. They can also be costly to replace. Keeping records of item condition before shipping helps give you supporting documents if damage is reported.

What to do: If an item will take longer than expected to arrive, let customers know proactively. Include realistic delivery timeframes on your product pages. This is especially important for items shipped internationally or during peak seasons.
Why: When you set clear expectations upfront, this helps customers make informed decisions. Providing updates can also help reduce frustration about shipping delays.