Seller Protection for Merchants.
We know selling online securely is a challenge for merchants. Our Seller Protection will protect your eligible online sales, minimize claims and chargebacks and help prevent merchant fraud. Go ahead, set up shop. We've got your back.Set up PayPal merchant account
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 more than 200 markets to make sending, spending, and selling simple and secure.
Seller Protection
We understand how important security and peace of mind are in online business, so we created a Seller Protection program to help guard you from losing money to claims and chargebacks. Seller Protection covers two particular types of buyer complaints:
“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 through PayPal's Purchase Protection program that they 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 additional charge for this service; we want your transactions to be protected. With Seller Protection, you can carry on with your business knowing that we have your back.
Read seller protection requirementsProtected 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?
- 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).
- You must provide proof of delivery for the item
- The payment must be marked “eligible” on the Transaction Details page.
- You must provide Proof of Delivery or Proof of Shipment as described in User Agreement.
- 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).
What isn’t covered by Seller Protection?
- 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).
- Item Not Received claims filed by your buyer directly with their card issuer
- 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).
What is Proof of Delivery?
- 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?
- 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?
- 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.