11.1 What is PayPal seller protection?

Protection for Claims, Chargebacks, or Reversals based on the following reasons:

• Unauthorized Payment
  
  
• Item Not Received

Seller protection is available for eligible payments from buyers in any country.

11.2 How much protection is provided by PayPal seller protection?

PayPal will protect you for the full amount of the eligible payment and waive the Chargeback Fee, if applicable. There is no limit on the number of payments for which you can receive coverage.

11.3 What happens when a buyer files a Claim, Chargeback, or Reversal?

PayPal will place a temporary hold on the funds in your account to cover the full amount of the Claim, Chargeback, or Reversal. If the payment is covered by seller protection, we will release the hold and restore your access to the funds.

If the payment is not covered by seller protection, PayPal will remove the funds from your account and return the payment to the buyer. In addition, you will be responsible for PayPal’s Chargeback Fee, if applicable.

11.4 What are the eligibility requirements for PayPal seller protection?

You must meet all of the basic requirements listed below: In addition, you must meet the Item Not Received requirements to be covered for Items Not Received and the Unauthorized Payments requirements to be covered for Unauthorized Payments.

Basic Requirements:

• Ship the item to the shipping address on the “Transaction Details” page.
  
  
• Respond to PayPal’s requests for documentation and other information in a timely manner.
  
  
• The item must be a physical, tangible good that can be shipped.
  
  
• Your primary residence, as listed in your PayPal Account, must be in the United States.
  
  

Item Not Received Requirements:

• The payment must be marked “eligible” or “partially eligible” for seller protection on the Transaction Details Page.

• You must have a Proof of Delivery.

• You must ship the item within 7 days of receipt of payment. Or, if the payment is for pre-ordered or made-to-order goods, shipment is required within the timeframe specified in your item listing.

Unauthorized Payments Requirements:

• The payment must be marked “eligible” for seller protection on the Transaction Details Page.

• You must have a Proof of Shipment or a Proof of Delivery.

11.5 What is “Proof of Shipment”?

Online or physical documentation from a shipping company that includes all of the following:

• The date the item is shipped.
  
• The recipient’s address, showing at least the city/state or zip code (or international equivalent).
  
  

• The date the item is delivered.
• The recipient’s address, showing at least the city/state or zip code (or international equivalent).
  
• Signature Confirmation for payments of $ 250 USD or more (see Foreign Currency Equivalents below).
  
  

11.7 What is “Signature Confirmation”?

Online documentation that can be viewed at the shipping company’s website and indicates that the item was signed for on delivery.

11.8 What are examples of items/transactions that are not eligible for seller protection?

• Claims or Chargebacks for Significantly Not as Described.
  
• Items that you deliver in person.
  
• Intangible items, licenses for digital content, and services.
  
• Payments through PayPal Direct Payment or Virtual Terminal.
  
  

11.9 Seller Protection Policy Definitions.

• “Chargeback" means a challenge to a payment that a buyer files directly with his or her credit card company.
  
• "Claim" means a challenge to a payment that a buyer files directly with PayPal.
  
• “Item Not Received” means a challenge from a buyer claiming that the item purchased was not received.
  
• "Reversal" means a challenge to a payment that a buyer files directly with his Bank, or is initiated by PayPal.
  
• “Transaction Details Page” means the page that includes the transaction information and can be accessed by logging into your PayPal Account.
  
• “Unauthorized Payment” means a challenge from a buyer claiming that he or she did not make the payment, and that the person who made the payment was not authorized.