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Buyer Protection

With Paypal, you're protected from checkout to delivery. Your financial info is never given away to us. And if something goes wrong with your order, your transaction will be fully reimbursed.

You do not need to have a Paypal account to make an order

How am I protected if I have a problem with a purchase?

PayPal Buyer Protection is available for purchases

  • For eligible items, protection is available for both items not received (INR) and significantly not as described (SNAD)

If the problem you're trying to resolve involves a transaction that you did not authorize, please report the unauthorized transaction through the PayPal Security Center at https://www.paypal.com/security.

What are the eligibility requirements for PayPal Buyer Protection?

You must meet all of these requirements:

  • Use PayPal to purchase an eligible item
  • Pay for the full amount of the item with one payment. Items purchased with multiple payments – like a deposit followed by a final payment – are not eligible
  • Open a dispute within 45 days of the date you sent the payment – then follow the online dispute resolution process described below under Dispute Resolution
  • Keep your PayPal account in good standing

In addition, for items purchased off eBay, you must meet all of these requirements:

Send the payment to the seller through:

  • The Send Money tab on the PayPal website by clicking the Purchase tab and selecting Goods
  • The seller's PayPal checkout flow

The item you purchase must be a physical, tangible good that can be shipped

How do I know if I'm purchasing an eligible Item? 

Items are eligible unless they are excluded below:

  • Real estate, motor vehicles, capital equipment, travel tickets, and events tickets
  • Intangible items
  • Services
  • Items purchased using PayPal Payments Pro or Virtual Terminal
  • You may not file a dispute for a Personal Payment

How much coverage do I get with PayPal Buyer Protection?

Items purchased off eBay:

If PayPal finds in your favor on your claim, PayPal will reimburse you for the full purchase price of the item and original shipping costs – with no cap on coverage

Dispute Resolution

If you are unable to resolve the problem directly with the seller, go to the Resolution Center and follow this process:

  • Open a Dispute

    Open a Dispute within 45 days of the date you made the payment for the item you would like to dispute.

  • Escalate the Dispute to a Claim

    If you and the seller are unable to come to an agreement, escalate the Dispute to a Claim within 20 days after opening the dispute.

    You must wait at least 7 days from the date of payment to escalate a Dispute for an Item Not Received (INR), unless the Dispute is for $2,500 or more. If you do not escalate the Dispute to a Claim within 20 days, PayPal will close the Dispute.

  • Respond to PayPal's requests for information in a timely manner

    During the Claim process, PayPal may require you to provide documentation to support your position. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies.

  • Comply with PayPal's shipping requests in a timely manner

    For Significantly Not as Described (SNAD) Claims, PayPal may require you to ship the item back to the seller - or to PayPal - or to a third party at your expense, and to provide proof of delivery.

    For transactions that total less than $250, proof of delivery is confirmation that can be viewed online and includes: the delivery address, delivery date, and the URL to the shipping company's web site if you've selected “Other” in the shipping drop down menu. For transactions that total $250 or more, you must get signature confirmation of delivery.

  • How is the Claim resolved?

    Once a dispute has been escalated to a claim, PayPal will make a final decision in favor of the buyer or the seller. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies. PayPal retains full discretion to make a final decision in favor of the buyer or the seller based on any criteria PayPal deems appropriate. In the event that PayPal makes a final decision in favor of the buyer or seller, each party must comply with PayPal's decision. PayPal will generally require the buyer to ship an item that the buyer claims is Significantly Not as Described back to the seller (at the buyer's expense), and PayPal will generally require a seller to accept the item back and refund the buyer the full purchase price plus original shipping costs. In the event a seller loses a claim, the seller will not receive a refund on his or her PayPal or eBay fees associated with the transaction. If you lose a Significantly Not as Described claim because the item you sold is counterfeit, you will be required to provide a full refund to the buyer and you will not receive the item back. (It will be destroyed.)

SNAD Definition

What is Significantly Not as Described (SNAD)?

An item is Significantly Not as Described if it is materially different than what the seller described in the item listing. Here are some examples:

  • You received a completely different item. Example: You purchased a book and received a DVD or an empty box.
  • The condition of the item was misrepresented. Example: The listing said "new" and the item was used.
  • The item was advertised as authentic but is not authentic.
  • The item is missing major parts or features which were not disclosed in the listing.
  • You purchased three items from a seller but only received two.
  • The item was damaged during shipment.

An item is not Significantly Not as Described if it is materially similar to the seller's item listing description. Here are some examples:

  • The defect in the item was correctly described by the seller.
  • The item was properly described but you didn't want it after you received it.
  • The item was properly described but did not meet your expectations.
  • The item has minor scratches and was listed as used condition.

What items are not covered by PayPal's Protection for buyers?

The following items are prohibited under the PayPal Acceptable Use Policy; firearms and firearm parts, illegal and prescription drugs and drug paraphernalia, tobacco, offensive items, child pornography, and any illegal items.

1Relationship between PayPal's protection programs and Chargebacks

Credit card chargeback rights, if they apply, are broader than PayPal's protection programs. Chargeback rights may be filed more than 45 days after the payment, may cover unsatisfactory items even if they do not qualify as SNAD, and may cover intangible items.

You may pursue a Dispute/Claim with PayPal, or you may contact your credit card company and pursue your chargeback rights. You may not pursue both at the same time or seek a double recovery. If you have an open Dispute or Claim with PayPal, and also file a chargeback with your credit card company, PayPal will close your Dispute or Claim, and you will have to rely solely on your chargeback rights.

If PayPal does not make a final decision on your Claim until after your credit card issuer's deadline for filing a chargeback, and because of our delay you recover less than the full amount you would have been entitled to recover from the credit card issuer, we will reimburse you for the remainder of your loss (minus any amount you have already recovered from the seller).

Before contacting your card issuer or filing a Dispute with PayPal, you should contact the seller to resolve your issue in accordance with the seller's return policy as stated on their auction or website.

No Double Recovery. You may not file a dispute/claim or receive a recovery for a purchase under PayPal's protection for buyers if you have already received a recovery for that purchase directly from eBay or the seller.