What is PayPal Buyer Protection and how am I covered?
PayPal offers Buyer Protection and will reimburse buyers who meet our eligibility requirements and (1) didn’t receive the item from their seller or (2) the item received is significantly different from how the seller described it.
Keep in mind, PayPal Buyer Protection doesn’t cover all transaction problems and has some specific eligibility requirements. To qualify, buyers must meet the requirements detailed in the Buyer Protection section of the User Agreement. Please review it carefully.
Here is a general summary of those requirements:
- Pay for the item from your PayPal account.
- Let the seller know there is a problem with the transaction by opening a dispute in the Resolution Centre within the timeframe noted in the transaction details. Then, escalate the dispute to a claim within 20 days of the date you opened the dispute.
- Keep your PayPal account in good standing. Some identifying factors of an account in good standing include:
- Not having an account balance below zero
- Maintaining up to date funding sources
- Maintaining low Chargeback and buyer complaint rates if you are a Merchant
- The item purchased must be for a tangible, physical good. All transactions made on or after July 1, 2015 for intangible merchandise, virtual items, digital goods and content, and services will be eligible for expanded PayPal Buyer Protection.
- Here are some examples of items that are not eligible:
- Real estate, including residential property.
- Vehicles, including motor vehicles, motorcycles, caravans, aircraft and boats.
- Custom-made items.
- Travel tickets, including airline flight tickets.
- Items prohibited by the PayPal Acceptable Use Policy .
Note: Some purchases such as vehicles in the Motors category, industrial machinery used in manufacturing and Real Estate aren't eligible for PayPal Buyer Protection.
If your transaction qualifies for PayPal Buyer Protection you are covered for the full purchase price plus the original shipping charges. However, you may be required to return the item to the seller in which case you will be responsible for the cost of return shipping.
You can report your problem in the PayPal Resolution Centre or the eBay Resolution Centre. Either way, you’ll receive the same coverage. To find out how to report a problem on eBay, go to eBay and click Resolution Centre at the bottom of any page.
To see a full list of eligibility requirements and exclusions, please review our User Agreement. You can find the User Agreement by clicking Legal at the bottom of any PayPal page.
How do I open a dispute with a seller when a purchase goes wrong?
You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
- You don’t receive the item
- You receive an item but it’s significantly different than the description on eBay or on the seller’s website
By opening a dispute, you can communicate directly with your seller to work out a problem transaction.
If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute to a claim. We'll review the claim and decide on reimbursement.
To open a dispute:
- Go to Resolution Centre.
- Click Report a problem.
- Select the button beside the transaction you want to dispute, then click Continue.
- Select ‘Item dispute’, click Continue and follow the on-screen instructions.
- Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
- Where an item has not been received, please ensure you have given the seller enough time before opening a dispute.
In Case you have paid by CARD then please contact us at firstname.lastname@example.org and we will deal with you request in less than 24hrs.
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We will try our best to change your unhappy experience into a satisfactory one.