This page informs users in advance of important changes to the PayPal service, its User Agreement, or other policies. This page displays policy updates with future effective dates. Go to “Past Policy Updates” for previous policy updates.
Amendments to the PayPal User Agreement
Effective Date: November 18, 2014
We encourage you to carefully review this Policy Update to familiarize yourself with all of the changes that are being made to the PayPal User Agreement. These updates will be posted at least 30 days prior to their effective date. These changes will not apply retroactively and will become effective November 18, 2014. If you use PayPal after the date these changes become effective, we will take that usage as your consent to the changed terms.
- Dispute Filing Window
We’re increasing the time for buyers to file a merchandise dispute (Item Not Received and Significantly Not as Described) from 45 days to 180 days. All references in the User Agreement to “Opening a Dispute within 45 days” have been updated to reflect “Opening a Dispute within 180 days.” The Sections these changes appear include the Introduction, 3.15, 13.2 and 13.5.
PayPal’s Seller Protection and Buyer Protection policies may vary from country to country. If you as a seller, sell an item to a buyer from another country, you will be subject to the Buyer and Seller Protection policies applicable to your buyer’s country and required to reimburse PayPal for any payment or refund to your buyer made pursuant to that other country’s policy. We are revising section 11.1 to reflect this.
Liability for Claims under PayPal Purchase Protection. If you are a Seller and PayPal makes a final decision that you lose a Claim filed directly with PayPal, you will be required to reimburse PayPal for your liability. Where you receive payment from a PayPal Account holder in another country and we determine under the PayPal Buyer Protection Policy of that country that the funds received should be returned or reversed, you will be subject to that country’s PayPal Buyer Protection Policy and required to reimburse PayPal for your liability (before receiving payment from a PayPal Account holder in another country, you should review the relevant PayPal Buyer Protection Policies accessible via the “Legal” or “Legal Agreements” footer on most PayPal site pages).Your liability will include the full purchase price of the item plus the original shipping cost (and in some cases you may not receive the item back). You will not receive a refund of your PayPal fees. PayPal Seller protection may cover your liability—see Section 11 (Protection for Sellers) below.
If a buyer files a Significantly Not as Described (SNAD) Claim for an item they purchased from you, you will generally be required to accept the item back and refund the buyer the full purchase price plus original shipping costs. You will not receive a refund of your PayPal fees. Further, if you lose a SNAD Claim because we, in our sole discretion, reasonably believe the item you sold is counterfeit, you will be required to provide a full refund to the buyer and you will not receive the item back (it will be destroyed). PayPal Seller protection will not cover your liability.
- Section 11.1
PayPal’s Seller Protection and Buyer Protection policies may vary from country to country. If you as a seller, sell an item to a buyer from another country, you will be subject to Buyer and Seller Protection policies applicable to your buyer’s country. We are revising section 11.1 to reflect this.
The revised section 11.1 reads as follows:
11.1 PayPal Seller Protection.
PayPal Seller protection is protection we provide Sellers from Claims, Chargebacks, or Reversals that are based on:
- Unauthorized Transaction or
- Item Not Received
PayPal Seller protection is available for eligible payments from buyers in any country. However, if you sell or market to buyers outside the U.S., please read the PayPal Buyer Protection policy and PayPal Seller Protection policy of the countries in which you are selling (accessible via the “Legal” or “Legal Agreements” footer on most PayPal site pages) as these policies will apply to you as a Payment Recipient or seller.
- Section 13.3
We’re extending buyer protection for all buyers to include Item Not Received claims for custom made products. In Section 13.3 we have updated the exclusion clarifying that only Significantly Not As Described Claims for Custom-Made items are ineligible for Buyer Protection. “Significantly Not As Described Issues for Custom Made Items.”
The revised Section 13.3 reads as follows:
13.3 Ineligible Items. PayPal Purchase Protection only applies to PayPal payments for certain tangible, physical goods. Payments for the following are not eligible for reimbursement under PayPal Purchase Protection:
- Intangible items, including Digital Goods
- Real estate, including residential property
- Vehicles, including motor vehicles, motorcycles, caravans, aircraft and boats
- Significantly Not As Described issues for Custom-made items
- Travel tickets, including airline flight tickets
- Items prohibited by the PayPal Acceptable Use Policy
- Items which you collect in person or arrange to be collected on your behalf, including items bought through In-Store Checkout at the retail point of sale
- Items that violate eBay’s Prohibited or Restricted Items Policy
- Industrial machinery used in manufacturing
- Items equivalent to cash, including prepaid or gift cards
- PayPal Direct Payments
- Virtual Terminal Payments
- Personal Payments