Last updated on 18 December 2024
Last updated on 18 December 2024
If you sell a good or service to a buyer, you may be eligible for PayPal’s Seller Protection program, which terms and conditions are set forth herein and form part of the user agreement. When it applies, PayPal’s Seller Protection program entitles you to retain the full purchase amount. PayPal determines, in its sole discretion, whether your claim is eligible for PayPal’s Seller Protection program based on the eligibility requirements, any information or documentation provided during the resolution process, or any other information PayPal deems relevant and appropriate under the circumstances. There is no limit on the number of payments eligible for PayPal’s Seller Protection program. By accessing the Transaction Details page in your PayPal account you can identify transactions that may be eligible for protection under this program.
PayPal's Seller Protection program may apply when buyer(s) claim that:
PayPal's Seller Protection program may also apply when a transaction is reversed because of a successful chargeback by a buyer because they did not authorise the card-funded payment or when a bank funded payment is reversed by the buyer’s bank.
This section describes PayPal Seller Protection as it applies to you, but you should also be familiar with the Impact of PayPal Buyer Protection on sellers.
To be eligible for PayPal Seller Protection, all of the following basic requirements must be met, as well as any applicable additional requirements:
PayPal determines whether your claim is eligible for PayPal Seller Protection. PayPal will make a decision, in its sole discretion, based on the eligibility requirements, any information or documentation provided during the resolution process or any other information PayPal deems relevant and appropriate under the circumstances.
To be eligible for PayPal Seller Protection for a buyer’s Item Not Received claim, you must meet both the basic requirements and the additional requirements listed below:
For the sale of intangible goods and services to be eligible for PayPal Seller Protection, the sale must meet the basic requirements and the following additional requirements:
Physical Goods The following is required as proof of shipment or delivery for physical goods: | |
Proof of shipment |
Proof of delivery |
Online or physical documentation from a shipping company that includes:
|
Online or physical documentation from a shipping company that includes:
IMPORTANT: Your choice of carrier and shipment options with that carrier can have a big impact on your ability to meet the proof of delivery requirements. Please ensure, especially when shipping goods internationally, that your carrier can provide ‘delivered’ status at the correct address, or your Seller Protection claim may be denied. |
Intangible Goods The following is required as proof of delivery for intangible goods: |
QR Code Transactions The following is required as proof of shipment or proof of delivery: |
For intangible or digital goods, proof of delivery means compelling evidence to show the item was delivered or the purchase order was fulfilled. Compelling evidence could include a system of record showing the date the item was sent and that it was either:
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For QR code transactions you may be required to provide us with alternative evidence of delivery, or such additional documentation or information to the transaction. |
The following items or transactions are not eligible for PayPal Seller Protection:
PayPal UK Ltd is authorised and regulated by the Financial Conduct Authority (FCA) as an electronic money institution (firm reference number 994790); in relation to its regulated consumer credit activities (firm reference number 996405); and for the provision of cryptocurrency services (firm reference number 1000741). Some products and services, such as PayPal Pay in 3 and PayPal Working Capital, are not regulated by the FCA and may offer a lower level of protection. Please read product terms for further details. PayPal UK Ltd's company number is 14741686. Its registered office is 5 Fleet Place, London, United Kingdom, EC4M 7RD.