What is PayPal Seller Protection, and what are the changes regarding guest accounts?

Our Seller Protection Program helps prevent money loss due to claims, chargebacks, and reversals. When applicable, PayPal’s Seller Protection Program entitles you to retain the total purchase amount on all eligible transactions.

Our Seller Protection Program may apply to 2 types of claims from buyers:

• Claims that they did not receive the item from you (“Item not received” claims) which are submitted through PayPal's Dispute Resolution Centre.
• Claims that they did not authorize or benefit from money sent from their PayPal account (“Unauthorised Transactions" claims) where the Unauthorized Transaction occurs in an environment hosted by PayPal.
  

For unauthorized payment issues, the payment is eligible for Seller Protection if marked as eligible on the ‘Transaction Details’ page.

Eligibility Requirements for Seller Protection Program

For tangible goods:

• Meet integration requirements.
• Ship the goods to the address on the Transaction Details page.
• Respond to PayPal’s requests for documents and other information within the required timeframe.
• Provide us with valid proof of shipping or delivery.

For intangible goods:

• Provide evidence that the intangible goods have been delivered or provided as described or that the services have been completed as described.

Payments for the following are not covered by PayPal Seller Protection:

• Real estate, including residential property.  
• Businesses (buying or investing in a business.)
• Vehicles, including but not limited to motor vehicles, motorcycles, caravans, aircraft, and boats.  
• Claims for items or services Significantly Not As Described.
• Item Not Received claims filed by a buyer directly with their card issuer.
• Items prohibited by the PayPal Acceptable Use Policy.  
• Industrial machinery used in manufacturing.  
• Items equivalent to cash, including prepaid or gift cards.

Does Seller Protection include payments made by guest accounts?

After December 11, 2024, Seller Protection may also apply to claims for “Unauthorised Transactions” for payments processed through PayPal Branded Guest Checkout (except for Singapore, China, Hong Kong, Australia, Italy, France, the Netherlands, Spain, Ireland, Poland, Sweden, Bulgaria, Austria, Portugal, Belgium, Norway, Greece, Denmark, Cyprus, Lithuania, Czechia, Estonia, Finland, Romania, Slovenia, Hungary, Slovakia, Malta, Latvia, and Luxembourg.)

For a comprehensive list of requirements and eligible and ineligible transactions, refer to the full program terms and conditions set out on PayPal’s Seller Protection Program page.

What else has changed with our Seller Protection Program?

We are revising the ‘Basic Requirements’ for the Seller Protection program to include integration requirements for sellers who have integrated a PayPal Checkout product with their website.