Seller Protection now covers digital good sales.

Besides physical goods and intangible services, if you sell digital goods, such as music download, video streaming and more, you’re also covered by PayPal Seller Protection*.

Sign Up Now

*Eligible digital goods sellers are required to enroll and implement any necessary integration.
(852) 3550 8584 or request a call back.

Besides physical goods and intangible services, if you sell digital goods, such as music download, video streaming and more, you’re also covered by PayPal Seller Protection*.

Sign Up Now

*Eligible digital goods sellers are required to enroll and implement any necessary integration.
(852) 3550 8584 or request a call back.

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How does the claim process for Seller Protection work?

1

If a buyer files a Claim, Chargeback or payment reversal for Unauthorised Transaction, we will place a temporary hold on your fund.

2

We will ask the Seller to provide with valid proofs/ information that confirm Seller delivered the service to the buyer and investigate the matter.

3

The Seller will receive the fund once PayPal has ascertained that the transaction is eligible for Seller Protection and proofs are valid.

Seller Protection covers two types of buyer claims

Unauthorised Transactions

Unauthorised Transactions

A payment has been sent from a PayPal account, but the account holder claims that he or she did not authorise the payment.
Item Not Received

Item Not Received

A buyer pays for an item, but claims he or she did not receive it.

Seller Protection qualification

PayPal Seller Protection has no additional cost. It automatically applies to your eligible physical goods and intangible sales. For eligible digital good sales such as music downloads and video streaming, sellers are required to enroll and implement any necessary integration. To help ensure you’re protected:

Physical goods

We recommend using a shipping or courier service that supports online tracking. If a buyer makes a claim for an unauthorised transaction, provide us with a proof of shipment. If a buyer claims that an item was not received, show us the proof of shipment with tracking, or proof of delivery and signature confirmation.

Intangible sales

Simply provide proof that the order was fulfilled (and any other information we request).

What items are not covered?

Most goods and services paid for in a single payment via a PayPal account are eligible for Seller Protection, except for list below:
  • Vehicles, including motorcycles, caravans, aircrafts and boats;
  • Claims or Chargebacks for Significantly Not as Described;
  • Items that you deliver in person, including at a point of sale;
  • Items equivalent to cash (including, without limitation, gift cards or vouchers);
  • PayPal Direct Payments (including Virtual Terminal Payments, Website Payments Pro/ Plus Payments), PayPal Here payments, PayPal carrier billing products, PayPal Mass Payments;
  • Items that are sent after PayPal has advised the Seller not to release the item;
  • Items that are not shipped to the recipient address as stated in the “Transaction Details” page. 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 Proof of Delivery (for tangible items);
  • Donations;
  • Financial products and investments;
  • Gold Bullion.
For full eligibility requirements, see the attached Seller Protection Policy terms.

What specific issue types are eligible?

  • Unauthorised Chargebacks or ACH returns
  • Unauthorised Claims
  • Unauthorised Fraud Reversals and ACH returns
  • Item Not Received Chargebacks

How does the Seller have to respond to the cases?

Seller must submit all proofs or document that he/ she wishes to provide in representing his/ her case in PayPal Resolution Centre. The evidence should be uploaded in “Other Evidence” section.

What kind of proofs can the Seller submit?

Any compelling evidences that the Seller provides which can prove to the buyer and/ or PayPal that an item was delivered, used, provided, or that a service was completed, would qualify as valid proof. For example, for an online ticket purchased, proof that the ticket was sent to the buyer’s email address.

How does the claim process for Seller Protection work?

  1. If a buyer files a Claim, Chargeback or payment reversal for Unauthorised Transaction, we will place a temporary hold on your fund.
  2. We will ask the Seller to provide with valid proofs/information.
  3. The Seller will receive the fund once PayPal has ascertained that the transaction is eligible for Seller Protection and proofs are valid.

See the User Agreement for the full terms

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