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- A chargeback is a complaint your customer files with their credit/debit card company.
- The most common reasons for buyers to file a chargeback is item not received, unauthorized transaction and significantly not as described.
- Always respond to chargeback inquiries.
- If you follow eligibility requirements, PayPal Seller Protection will protect you from liability for unauthorized transaction and INR chargebacks.
What is a chargeback?
A chargeback is a complaint your customer files with their credit/debit card company. The credit card issuer notifies PayPal and requests a response. PayPal then notifies you about the request and asks that you provide information about the transaction.
How does the chargeback process work?
- PayPal notifies the seller a customer has filed a chargeback with their credit card company.
- The seller provides PayPal with evidence to help answer the chargeback.
- PayPal submits the evidence to the issuer, who makes a decision based on the evidence.
What are most common reasons Buyers file chargebacks?
Your customers can file a chargeback with their credit/debit card company for various reasons. The most common types are:
Item Not Received (INR)
Your customer filed a chargeback stating that they never received an item they ordered and paid for.
Unauthorized Transaction/Payment Reversal:
Your customer filed a chargeback claiming someone accessed their PayPal account or financial information without their permission and sent you a payment.
Significantly Not As Described (SNAD):
Your customer filed a chargeback stating that the item they received was significantly different than what they ordered. For example, your customer ordered a red sweater and received a blue sweater.
What can you do to help protect yourself?
Always respond to chargebacks. If you follow eligibility requirements, PayPal Seller Protection will protect you from liability for unauthorized transaction and INR chargebacks. Unfortunately, while SNAD chargebacks aren't covered under PayPal Seller Protection, sometimes they can be resolved with the buyer before the dispute escalates to a chargeback.
If your transaction does not qualify for PayPal Seller Protection, you can still provide information that can help you win the chargeback. Learn more about chargebacks.
What are the most common reasons Item Not Received chargebacks aren't covered by PayPal Seller Protection?
We did not receive your response in the PayPal Resolution Center
You shipped the order but didn’t respond to PayPal
When a chargeback is filed against you, PayPal receives a complaint from the issuing bank and sends you an email. If you do not respond in the PayPal Resolution Center within 10 days with proof of delivery or signature confirmation if the order amount was $750 or more, we may decide in favor of your customer. The address on the shipping receipt must match the customer's address listed on the PayPal Transaction Details page.
What is proof of delivery?
Proof of delivery is online documentation that indicates that the item was delivered to the recipient. It shows the city, state, and zip to which the package was shipped, the date the package was delivered, and its delivery status. For payments of $750 USD or more, a signature confirmation of receipt is also required. Read the PayPal User Agreement for our complete terms of coverage.
You issued customer a refund but did not respond to PayPal.
If you were out of stock and issued the customer a refund, please respond in the Resolution Center to notify us that you have resolved the chargeback and to provide proof of a refund.
Prevention Tip: Issue refunds as soon as possible to help prevent chargebacks. To issue a refund, always use the refund link in the PayPal Resolution Center. Refunds issued outside of PayPal are not covered under Seller Protection.
We did not receive the information we needed
You responded to the chargeback within 10 days and provided a response within the PayPal Resolution Center but we did not receive the information we needed. Some common cases are:
Online tracking does not show Delivered status
The online tracking number does not show that the order was delivered to your customer. A lot of things can go wrong during the shipping process, so just because the item was shipped does not mean the order was delivered to the customer.
We did not receive Proof of delivery with signature confirmation (for orders of $750 or more)
We did not receive a signature confirmation receipt, which is required for orders of $750 or more.
Prevention Tip: Provide your customer with an online tracking number as soon as you ship the order. If the order shipment will be delayed, contact your customer immediately to see if they are interested in waiting or if they would like a refund.
Order was shipped to an incorrect address
You provided an online tracking number or signature confirmation receipt (for orders of $750 or more), but the tracking number shows that the order was shipped to an incorrect address. You are required to ship to the address on the PayPal Transaction Details page. Online tracking/signature confirmation documents for $750 or more must include – at a minimum – city and state, or city and country or zip/postal code to which the order was shipped and the address on these receipts must also match the address on the PayPal Transaction Details page.
Prevention Tip: If you decide it's worth the sale to ship to another address, review the order for any signs of suspicious activity before you ship. Just remember that the transaction won't be covered under Seller Protection if a problem arises.
Online tracking number was invalid
You provided an invalid online tracking number in the Resolution Center. Customs forms, email, or text responses without the online tracking number/proof of delivery are not accepted. Always double check the tracking number and only provide relevant, requested information to help you win your chargeback.
To help win your chargeback, you must respond with this information in the Resolution Center within 10 days. Provide PayPal with the online tracking number or signature confirmation of delivery for orders of $750 or more (includes shipping fees and taxes).
What are the most common reasons unauthorized chargebacks aren't covered by PayPal Seller Protection?
We did not receive your response in the PayPal Resolution Center
When your customer files a chargeback against you, PayPal receives a complaint from the issuing bank and sends you an email. To help us determine if you're protected by Seller Protection, you must respond in the PayPal Resolution Center within 10 days and provide proof of shipment for unauthorized claims or proof of delivery for item not received claims.
What is proof of shipment?
“Proof of Shipment" is online or physical documentation from a shipping company that includes, the date the item is shipped and that the recipient’s address matches the shipping address provided on the Transaction Details Page. The recipient's address much show at least the city & state, or city & country, or zip/postal code (or international equivalent).
We were unable to verify that the order was shipped to an approved address
You responded to the chargeback within 10 days and provided a shipping receipt, but the order was shipped to an incorrect, invalid, or unconfirmed address.
Order shipped to incorrect address
To be covered under PayPal Seller Protection, you are required to ship to the address on the PayPal Transaction Details page. PayPal carefully reviews the address on the PayPal Transactions Details page to help prevent fraud. If you shipped the order to a different address at your customer's request, you won't be covered under Seller Protection.
Order shipped to invalid address
You responded to the chargeback within 10 days and provided a shipping receipt or online tracking number. But the shipping receipt/online tracking number doesn't show where the order was sent, or the address doesn't match the customer's address on the PayPal Transaction Details page. Shipping receipts must include – at a minimum – the city and state, or city and country or zip/postal code to which the order was shipped.
Customs forms, email, or text responses that do not include the online tracking number/proof of shipment are not accepted. Always double check the tracking number and only provide relevant, requested information to help you win your chargeback.
Order shipped to unconfirmed address
You responded to the chargeback within 10 days and provided a shipping receipt, but you shipped the order to an unconfirmed address which is not covered under PayPal's Seller Protection policy.
An unconfirmed address is an address that PayPal hasn't validated. Addresses outside of the U.S., Canada, and U.K. are unconfirmed addresses. If you ship outside of these countries, it is very important to review each order for fraud since these orders are not covered under the terms of the PayPal Seller Protection policy.
The item sold was delivered in person or picked up
In-person and first-party deliveries are not covered under PayPal's Seller Protection policy, because they do not provide a third-party shipping receipt to prove the customer received their order. However, you can provide evidence to PayPal that may help you win the chargeback:
- Cardholder signature on the pick-up form
- Copy of identification presented by the cardholder
- Details of identification presented by the cardholder
The item sold was an intangible good
Intangible items are not covered under PayPal Seller Protection. However, you can provide evidence to PayPal that may help you win the chargeback:
For digital goods:
- The buyer’s IP address
- The buyer’s email address
- Description of the goods downloaded
- Date and time goods were downloaded
- Proof that the merchant’s website was accessed for services after the transaction date
- Evidence that the transaction was completed by a member of the cardholder’s household
For services provided:
- Signed work order indicating completion of the work requested
- Communication between you and the buyer that supports rebuttal of the chargeback
You're not protected under PayPal's Seller Protection policy, or lost a chargeback. Now what?
PayPal deducts money from your account to cover the amount of the customer's chargeback. If the rate of complaints you receive each month approaches 1%, your account may be subject to further review (most merchants, however, fall well below this threshold).
Understanding the most common reasons for losing a chargeback can help you prevent future losses and claims (Learn more about claims).
Unaware you received a chargeback?
If you were not aware that your customer filed a chargeback against you, please verify that your PayPal account has the correct email address and recheck all your emails folders – including junk and spam folders – for our notices. Our emails subject lines typically include the word "Case #" or "Case ID #." We send an email each time a chargeback is filed, a reminder email requesting a response, and an email when you win or lose the chargeback. You can also log in to your PayPal account and visit the Resolution Center.
Track and respond to your chargebacks by clicking on the individual case and providing the requested information.