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 may cover your eligible online purchases, on eBay or on any other website, when you use PayPal. It also covers you when you make a payment on PayPal's website. Conditions apply.

For more information on the specific terms of the Buyer Protection applying to you, see PayPal´s 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


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.

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 the Claim, Chargeback, or Reversal and waive the Chargeback Fee, if applicable. As long as you meet the eligibility requirements, you may be protected.


Terms and Conditions

Seller Protection covers 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 (minimum) or Proof of Delivery for the goods that you sell. They may be requested in case of a dispute.

B - Intangible items (including services travel and tickets):

We will ask you to provide Proof of Delivery to show the purchase order was fulfilled and includes all of the following:

·        The date the item or service was provided;

·        The recipient’s address (email/IP, etc.) where applicable

Exemptions from the program

PayPal´s  Seller Protection program does not cover:


·        Claims or Chargebacks for Significantly Not as Described.

·        Items that you deliver in person, including at a point of sale.

·        Digital goods and licences for digital content.

·        Items equivalent to cash (including, without limitation, gift cards or vouchers).

·        Gold Bullion.

·        PayPal Direct Payments (including Virtual Terminal Payments and Website Payments Pro/Plus payments).

·        Mass Payment / Payouts.

·        Counterfeit goods.

·        Items that are not shipped to the recipient address. If you originally ship the item to the recipient address but the item is later redirected to a different address, you will not be eligible for PayPal Seller Protection. We therefore recommend not using a shipping service that is arranged by the buyer, so that you will be able to provide valid proof of shipping and delivery.