Limitations:
The Seller Protection Policy reimburses sellers for chargebacks or reversals resulting from the unauthorized use of credit cards or claims of non-receipt (INR). It does NOT cover claims that the received item was significantly not as described (SNAD) in the auction.
If a buyer files a Chargeback or Reversal, a Temporary Hold will be placed on the account for the amount of the payment. If the transaction qualifies for the Seller Protection Policy, the temporary hold will be lifted from those funds. If the payment is not eligible for seller protection, PayPal will remove the funds from the seller's account and return the payment to the buyer. In addition, the seller will be responsible for any Credit Card Chargeback Fee, if applicable. (This process also applies to claims filed directly with eBay, if your PayPal Account is your reimbursement method for buyer claims.)
In order to be eligible for this protection, sellers must meet all of the following restrictions:
The seller must:
- Ship the item to the shipping address on the "Transaction Details" page. You may access the "Transactions Details" page by logging into your PayPal Account, selecting "History" and then selecting "Details" for the transaction.
- Follow the shipping requirements described below.
| Shipping requirements |
Protection for Unauthorized Payment |
Protection for Item Not Received |
| Proof of Shipment |
X |
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| Proof of Delivery |
|
X |
| Shipment within 7 calendar days of receipt of payment |
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X |
Proof of Shipment is online or physical documentation from a shipping company that includes all of the following:
- A status of "shipped" (or equivalent) and the date of shipment.
- The recipient's address, showing at least the city/state or zip code (or international equivalent).
- Official acceptance from the shipping company (for example, a postmark, a receipt, or online tracking information)
.
Or, if you have Proof of Delivery then you do not need Proof of Shipment.
Proof of Delivery is online documentation from a shipping company that includes all of the following:
- A status of "delivered" (or equivalent) and the date of delivery.
- The recipient's address, showing at least the city/state or zip code (or international equivalent).
- Signature Confirmation for transactions that total $250 USD or more.
- Note: "Item not received" claims filed directly with eBay are not covered by PayPal Seller Protection (they will be examined by eBay ... same requirements apply)
- Respond to PayPal's requests for documentation and other information in a timely manner.
The transaction must be marked eligible or partially eligible for seller protection on the "Transaction Details" page.
- If it is marked eligible, protection for both Unauthorized Payments and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply.
- Items sold on eBay will be marked eligible even if the shipping address is marked unconfirmed. Generally, items sold on websites other than eBay will be marked eligible if the shipping address is marked confirmed and partially eligible if the shipping address is marked unconfirmed.
- 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.
See This Link for the complete Policy.
Examples of items/transactions that are not eligible for seller protection:
- Claims, Chargebacks or Reversals for Significantly Not as Described
Items that you deliver in person
- Intangible items, licenses for digital content, and services
- Transactions made through PayPal Direct Payment or Virtual Terminal
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.
- "Signature Confirmation" means documentation that can be viewed online at the shipping company's website and indicates that the item was signed for on delivery.
- "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.
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What is Covered:
PayPal has two programs to help protect buyers:
- PayPal Buyer Protection (for eligible items purchased on eBay)
- PayPal Buyer Complaint Policy (for all other items purchased on or off eBay)
These programs help buyers when the item is not received (INR), or when it is Significantly Not As Described (SNAD). If the buyer did not authorize the transaction, the buyer should report the problem through the PayPal Security Center at https://www.paypal.com/security.
Buyers must meet all of these requirements in order to be protected:
- Use PayPal to purchase an eligible item on eBay.
On eBay USA, eligible items will be marked with the following:
- Pay for the full amount of the item with one payment. Items purchased with multiple payments -- like a deposit followed by a final payment -- are not eligible.
- Send the payment to the seller through:
- The eBay "Pay Now" button or the eBay invoice, or
- The "Send Money" tab on your PayPal account overview page by selecting "Pay for eBay Items" and entering your eBay User ID and the eBay item number.
- Open a Dispute within 45 days of the date you sent the payment -- then follow the online dispute resolution process (Escalate the Dispute to a Claim within 20 days of filing the Dispute).
- Keep your PayPal account in good standing.
If you see the eBay.com buyer protection message "Pay with PayPal and you're covered", and if PayPal finds in your favor on your Claim, PayPal will reimburse you for the full purchase price of the item and original shipping costs -- with no cap on coverage.
For a complete description of the Buyers Protection Policy, see
This
Link
The PayPal Buyer Complaint Policy applies to purchases made outside of eBay. PayPal will make a "best effort" to reimburse Users for losses only to the extent they are able to recover the funds from sellers.
If you paid with a credit card:
You can choose to perform the PayPal Online Dispute process or your credit card Chargeback rights; however, you cannot pursue both at the same time or seek a double recovery. If you initiate a Dispute and, while the Dispute or Claim is pending, you file a credit card Chargeback, PayPal will cancel your Dispute or Claim, and you will have to rely solely on your credit card Chargeback rights.
Definition of "SNAD":
An item is Significantly Not as Described if it is materially different than what the seller described in the item listing. Here are some examples:
- You received a completely different item. Example: You purchased a book and received a DVD or an empty box.
- The condition of the item was misrepresented. Example: The listing said "new" and the item was used.
- The item was advertised as authentic but is not authentic.
- The item is missing major parts or features which were not disclosed in the listing.
- You purchased three items from a seller but only received two.
An item is not Significantly Not as Described if it is materially similar to the seller's item listing description. Here are some examples:
- The defect in the item was correctly described by the seller.
- The item was properly described but you didn't want it after you received it.
- The item was properly described but did not meet your expectations.
- The item has minor scratches and was listed as used condition.
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