We're changing the game.
Protecting sellers like no other.

Our Seller Protection covers you in the unlikely event you receive an unauthorized payment or if a buyer claims the item didn't arrive. We protect you for the full amount of eligible transactions - at no extra cost.

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What Seller Protection covers.

Seller Protection covers tangible items that are sold and shipped (eligibility criteria apply). To ensure that you're protected, ship to the address that the buyer specifies during checkout. Make PayPal your preferred method of accepting payments and let your customers know you accept PayPal to benefit from Seller Protection.


Minimize fraud.

Engaging in ecommerce or accepting cards online should not mean you lose out to fraudsters who seek to abuse the card payment system. If you receive an unauthorized payment or a buyer claims they never received their item, we will cover you for the full amount of the payment on eligible transactions.

Ship it right.

Every claim is your time and money lost. All you need is to follow the postage requirements (with evidence that the item was shipped to the buyer's address listed on the Transaction Details page). We recommend you use a reputable shipping service that supports proof of shipment or proof of delivery with signature.

Improve your bottom line.

Take advantage of Seller Protection now. Fraudulent transactions and merchandise non-receipt claims can lead to lost revenue and lead to extra processing time and costs, narrowing your profit margins. Enjoy peace of mind knowing your transactions are covered.

Frequently Asked Questions

  • What is Seller Protection?

    Seller Protection protects our Sellers against costs incurred from different forms of reversals:  Under Seller Protection, PayPal covers Sellers for Claims, Chargebacks and Reversals for Unauthorized Transactions and Items Not Received (INR). We will pay you the full amount of the eligible payment and waive the Chargeback fee if applicable.


    This is available for eligible payments via eBay and outside of eBay from PayPal Account holding buyers in any country.

  • Are there any fees for Seller Protection?
    Seller Protection is free. No additional costs are involved.
  • How does Seller Protection work?

    If a buyer files a Claim, Chargeback or Reversal, PayPal will place a temporary hold on the funds in your Account to cover the full amount of the Claim, Chargeback or Reversal and notify you of it.  You should log into your PayPal Account and submit the appropriate documents via the PayPal Resolution Centre:

    • For an Unauthorized Transaction, Proof of Shipment (POS) is required.
    • For Item Not Received (INR) where the transaction value is less than US$250, POS is required. For Item Not Received where the transaction value is equal to or greater than US$250, Proof of Delivery with Signature Confirmation (POD) is required.

    PayPal will review and determine whether the transaction meets the eligibility requirements for Seller Protection. If it does, PayPal will lift the temporary hold on the funds and restore the funds to your Account. Otherwise, the funds will be returned to the buyer’s Account and a Chargeback fee may apply, if applicable.

  • What are the eligibility requirements for APAC Seller Protection?

    Seller Protection is protection we provide to Sellers from Claims, Chargebacks or Reversals that are based on Unauthorized Transaction; or Item Not Received (INR).
    To be eligible for Seller Protection, Sellers must meet the following requirements:

    1. Seller eligibility: Seller must have a PayPal Account in one of the APAC countries covered under Seller Protection.
    2. Transaction eligibility:
      1. The item purchased must be a physical, tangible good (except for motor vehicles);
      2. You must receive payment via PayPal from a buyer’s PayPal Account e.g. Express Checkout (EC), Website Payment Services (WPS) and Invoicing
      3. You must accept a single payment from one PayPal Account for the purchase (partial payment and/or payment in installments are excluded);
      4. You post the item to the shipping address on the “Transaction Details” page. If the item is delivered in person or picked up in person or if you post the item to a different address (for example, if the buyer asks that you send to another address on the basis that it is a “work address” or a “gift address”), then you will not be eligible for Seller Protection;
      5. The transaction must be marked by PayPal as eligible or partially eligible for Seller Protection on your Account “Transaction Details” page.  If it is marked eligible, protection for both Unauthorized Transaction and Item Not Received will apply.  If it is marked partially eligible, protection for only Item Not Received will apply;
      6. You must respond to PayPal’s requests for documentation or other information that is reasonably required by PayPal to investigate in a timely manner;
      7. Your eligibility is not otherwise suspended. 
    3. Postage requirements;
    4. Not otherwise suspended.

    Refer to User Agreement for full terms.

  • How can I check if my transaction is eligible?
    Currently, merchants can log into their PayPal Account and check the “Transaction Details” page to identify if a transaction is eligible for Seller Protection.  However, you also need to maintain your Seller eligibility, including following the postage requirements to be covered for Seller Protection.
  • What are some examples of items or transactions not eligible for Seller Protection?
    • Claims or Chargebacks for Significantly Not as Described
    • Items that you deliver in person, including at a point of sale
    • Intangible items, including Digital Goods, travel tickets, gift vouchers and services
    • PayPal Direct Payments (including Virtual Terminal Payments, Website Payments Pro/Plus payments), PayPal Here payments, PayPal carrier billing products and PayPal Email 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 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 Shipment (POS) and Proof of Delivery with Signature Confirmation (POD).
  • What is Proof of Shipment?

    Proof of Shipment (POS) is an online or physical documentation from a shipping company which should have the following information:

    1. Status of “shipped” (or equivalent) and the date of postage
    2. The recipient’s name and  address must match those shown on the “Transaction Details” page
    3. The sender’s name and address must match the Seller’s name and address
    4. Online tracking information showing status of shipment.
  • What is Proof of Delivery?

    Proof of Delivery with Signature Confirmation (POD)is an online or physical documentation from a shipping company that includes (or where the shipping company warrants that they have obtained) the following information:

    1. A status of “delivered” (or equivalent) and the date of delivery
    2. The recipient’s name and address must match those shown on the “Transaction Details” page
    3. Online documentation that can be viewed at the shipping company’s website and indicates that the item was signed for on delivery

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