sophisticated security for sellers

you're covered

when transactions need only a login and password, you don’t expose bank details or card numbers. it’s an added layer of protection for your financial information.

24/7 monitoring

we monitor transactions 24/7. so rest easy — even when you let your guard down, we won’t.

secure technology

our encryption helps keep your online transactions heavily guarded from start to finish.

merchant fraud prevention

contact us if you or your employees notice anything suspicious so we may help you prevent merchant fraudulent transactions. we'll never ask for sensitive information in an email.

dispute resolution

if there’s a problem with a transaction, we’ll put a hold on the funds until the issue is resolved. we investigate and stay involved every step of the way.

global transactions

buy or sell around the globe. we process and convert 25 currencies from 202 countries to make sending, spending, and selling simple and secure.

“unauthorized transaction”

there’s a transaction, but the accountholder claims that he or she didn’t authorize payment.

“item not received”

a buyer pays for an item, but claims he or she didn’t receive it.

these complaints can affect your merchant paypal balance. but with seller protection, if the transaction meets our requirements, we’ll help keep your balance intact. there’s no charge for this service; we want your transactions to be secure. with seller protection, you can carry on with your business knowing that we have your back.

read seller protection requirements

protected transactions

we cover physical goods that are sold and shipped with proof of delivery from within the united states to buyers around the globe. we also cover intangible items (digital items and services) subject to the intangible goods additional requirements below within the united states to buyers around the globe. to help ensure you’re protected, provide compelling evidence to show the item was delivered or the purchase order was fulfilled.

what are the requirements for seller protection?

basic requirements
  • your permanent address (listed in your paypal account) must be in the united states.
  • the item must be a physical, tangible good that can be shipped, except for items subject to the intangible goods additional requirements below.
  • ship to the address on the transaction details page.
  • if we request documentation or other relevant information, we ask that you respond promptly (typically within ten business days).
the detailed seller protection basic requirements can be found in the seller protection section of our user agreement

additional requirements
for “item not received” cases:
  • the payment must be marked “eligible” or “partially eligible” on the transaction details page.
  • you must provide proof of delivery for the item
for “unauthorized payment” cases:for intangible goods:
  • met integration requirements
  • paid standard transaction fees on the sale.
  • delivered the item and provide proof of shipment or delivery for intangible goods.
  • provide signature confirmation when the full amount of the payment (including shipping and taxes) exceeds the amount listed in the signature confirmation threshold table (based on the currency of the payment).
the detailed seller protection intangible goods additional requirements can be found in the seller protection section of our user agreement

what isn’t covered by seller protection?

most paypal transactions are covered as long as they follow these requirements. however, there are instances where seller protection doesn’t apply:
  • claims, chargebacks, or reversals filed because the item is significantly different from how it was described (e.g. you described an item as “new,” but sent a used one).
  • it involves an item that paypal determines, in its sole discretion, is a counterfeit item.
  • it involves an item that you deliver in person, including in connection with a payment made in your physical store, unless the buyer paid for the transaction in person by using a paypal goods and services qr code.
  • it involves sales that are not processed either through a buyer’s paypal account or a paypal guest checkout transaction.
  • it involves items equivalent to cash including gift cards.
  • it involves a donation.
  • it relates to the purchase of a financial product or investment of any kind.
  • it involves a payment sent using paypal’s friends and family functionality.
  • it involves a payment made using paypal payouts and mass pay.
  • the item is a vehicle, including, but not limited to a motor vehicle, motorcycle, recreational vehicle, aircraft or boat.
  • payments made in respect of gold (whether in physical form or in exchange-traded form).
these eligibility requirements for coverage can also be found in the seller protection section of our user agreement

what is proof of delivery?

for physical goods:
  • date of delivery and ‘delivered’ status
  • an address for the recipient that matches the shipping address on the transaction details page
  • an address for the recipient showing at least the city/state, city/country, or zip/postal code (or international equivalent).
  • signature confirmation when the full amount of the payment (including shipping and taxes) exceeds the amount (based on the currency of the payment) listed in the signature confirmation threshold table signature confirmation is online documentation, viewable at the shipping company’s website, indicating that the item was signed for.

for intangible goods:
for intangible or digital goods, proof of shipment or 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:
  • electronically sent to the recipient, including the recipient’s address (email, ip, etc.), where applicable; or
  • received or accessed by the recipient.

for qr code transactions:
for qr code transactions, you may be required to provide us with alternative evidence of delivery or such additional documentation or information relating to the transaction.

what is proof of shipment?

for physical goods:
  • date of shipment
  • an address for the recipient that matches the shipping address on the transaction details page
  • an address for the recipient showing at least the city/state, city/country, or zip/postal code (or international equivalent).

how do i provide proof of delivery or proof of shipment?

go to the resolutions center, where we’ll provide an estimated timeline and guide you through the process.

what can you do ahead of time to be covered by seller protection?

before you ship your customer’s order, check to see if your transaction is eligible for seller protection.
  • if it's eligible, great. you don’t need to do anything to register beforehand for coverage.
  • the date the item was shipped.
  • the recipient’s address, showing at least the city and state, or city and country, or zip/postal code (or international equivalent). the address information on your shipping receipt must match the address on the transaction details page.
  • if your transaction isn’t eligible or is only partially eligible, please note that you bear responsibility for any problems or losses. so exercise caution, and review your orders carefully for any indication of fraud.

tips for secure sales with paypal

  • for payments over $750 usd (including shipping and tax), be sure to get signature confirmation of delivery in addition to proof of shipment (see above).
  • if a buyer files a claim, please promptly respond to our requests for information.
  • ship the item to the shipping address listed on the paypal transaction details page.

what can seller protection do for you if a customer files a claim?

first, log in to your account to see if the transaction was eligible or partially eligible. even if we can’t cover you for the transaction, responding in the resolutions center makes it easier for us to help you through the claim.

take charge at checkout.

sign up for free

sign up:
support: www.paypal.com/help