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Buyer Protection

If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, PayPal's Buyer Protection may reimburse you for the full amount of the item plus postage. Buyer Protection can cover your eligible online purchases, on eBay or on any other website, when you use PayPal. Conditions apply.

More about Buyer Protection.

For more information on the specific terms of the Buyer Protection applying to you, see our User Agreement.

What's Covered?

Physical goods that can be posted and which do not violate PayPal policies. Here are a few examples of situations where an item doesn’t match the seller’s description: You bought a book and got a DVD, you bought a new item but got something that was used, you bought 3 items but only got 2, the item was damaged during delivery, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a fake instead.

What's not Covered?

Intangible items like services, real estate, motorized vehicles (of any kind), custom made items, travel tickets, industrial machinery (for manufacturing), prepaid or gift cards, anything you buy in person, or items that violate PayPal's policies or eBay’s policies. You must open a dispute within 180 days or you will not be covered.

General Guidelines.

Disputes can be opened for certain, tangible and physical goods only
Full item cost has to be covered in one payment
The buyer can open a dispute within 180 days of the date the payment was made
If the buyer and the seller cannot reach a mutual agreement, the dispute can be escalated to a claim within 20 days after opening the dispute
Buyers cannot open several disputes for the same payment

Refunds.

If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs.

We're Here For You.

Get our full support for unauthorized transactions, claims or any other concern you might have. Just reach out to our Customer Service.

Seller Protection

If you received an unauthorized payment or a buyer claims he never received his item, our Seller Protection can help you get the full amount of an eligible payment., subject of a claim, chargeback, or reversal and waive the chargeback fee, if applicable. As long as you meet the eligibility requirements, you may be protected.

For more information, see our User Agreement.

Terms and Conditions

Seller Protection can cover tangible and intangible items (including services, travel and tickets) paid for in one installment with PayPal and, where applicable, shipped to the shipping address registered during the transaction (see our User Agreement).

Documentation to be provided

A - Tangible items:
Keep the proof of postage and proof of delivery for the goods that you sell. They may be requested in case of a dispute.
B – Intangible Items (including Services, tickets, and travel):
We will ask you to provide proof of delivery or use of the object sold by the customer or, as the case may be, proof that the service provided was properly implemented.

Exemptions from the program

Our Seller Protection program does not cover:

items not authorized by our Acceptable Use Policy or prohibited by law
licenses for digital content and digital goods,
Claims, Chargebacks and Reversals for Significantly Not as Described.
Items that you deliver (or are picked up) in person
Transactions made through Zong, PayPal Integral Evolution (where the items purchased are Intangible items, licenses for digital content, and/or services), or Virtual Terminal (if available)
items equivalent to cash (including, without limitation, stored value items such as gift cards and pre-paid cards ).
payments made in respect of financial products and investments.
Donations,
items bought via classified listings,
payments made in respect of gold (whether in physical form or in exchange-traded form),
PayPal Mass Payment transactions,
Disputes filed directly with PayPal in the Resolution Centre.

Our tips

Check the shipping address: never send your item to an address that is different from the one provided by PayPal.
Track your item: always use a shipping service that includes an online tracking system and proof of delivery, as you can reassure your worried customers by providing a tracking number.
Keep your customers informed: if there are unforeseen delivery delays, remember to tell your customers.
Identify high-risk behavior: multiple orders to the same address in a short space of time, orders for high-risk countries, etc. In case of doubt, do not hesitate to call your customer to check the contact information and the identity of the card holder. If you think it is a fraud, cancel the transaction and do not send the order.

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