Please note, these FAQs are for guidance only. We encourage you to click here to read PayPal's Buyer Protection Policy in full.
General
Buyers
Sellers
General
What is PayPal Buyer Protection?
PayPal Buyer Protection is designed to increase buyer confidence on eBay. When PayPal is used to pay for a qualified listing on eBay.co.uk, PayPal Buyer Protection will provide up to £250 of coverage for the buyer, at no additional cost. PayPal Buyer Protection covers non-delivery of tangible items and tangible items that are received significantly not as described.
What is 'significantly not as described'?
An item is 'significantly not as described' if the seller clearly misrepresented the details of the item in a way that affects its value or usability. Please note that this does not include situations where you are just disappointed with the item and/or it did not meet your expectations. There has to be a misdescription. If the buyer and seller cannot resolve the issue on their own, PayPal will ultimately determine whether the item is 'significantly not as described' at its sole discretion. See more information about significantly not as described.
Who determines the item to be significantly not as described?
In the event that a buyer claims an item to be significantly not as described, PayPal strongly encourages the seller and buyer to resolve the dispute themselves. In the event that they cannot resolve the dispute, PayPal will take responsibility for deciding the outcome of the claim. PayPal has developed a process by which both seller and buyer are asked for their input and the item and the listing are reviewed. PayPal will use all reasonable efforts to ensure the outcome is fair to both buyer and seller. However, PayPal's decision is binding.
Does PayPal Buyer Protection cover all eBay.co.uk categories?
No. Motor vehicles (cars, boats, planes) are not covered, although eBay Motors parts and accessories are.
How do I know if a listing qualifies for PayPal Buyer Protection?
eBay buyers can look for the PayPal Buyer Protection logo in the Seller Information box on an eBay View Item page to see if an item is covered. Please note that all requirements must be met by both the buyer and the seller for PayPal Buyer Protection to apply.
Is there a limit to the number of PayPal Buyer Protection claims that can be paid to the buyer?
Buyers are limited to receiving no more than two PayPal Buyer Protection claim payouts per calendar year. After a buyer reaches the two award limit, he or she may file additional claims under PayPal's standard Buyer Complaint Process. Recovery of funds, however, will not be guaranteed under the Buyer Complaint Process and 'significantly not as described' items will not be covered.
If a buyer reaches the two award limit while another PayPal Buyer Protection claim remains pending, that claim will automatically revert to coverage under the standard Buyer Complaint Process.
Buyers
How does PayPal Buyer Protection benefit buyers?
PayPal Buyer Protection helps buyers buy with confidence on eBay. When buyers use PayPal to pay for a qualified listing on eBay.co.uk, PayPal Buyer Protection provides up to £250 of coverage at no additional cost. (Subject to conditions.)
When should I take advantage of PayPal Buyer Protection?
You should take advantage of PayPal Buyer Protection in the event that after contacting the seller you have still not received the item within a reasonable timeframe. Before filing a claim, please allow the seller a few days to send the item in the post. You'll want to allow extra time for international shipping as customs processing may delay delivery.
If you receive an item that is significantly different to how it is described in the seller's listing, we encourage you to contact your seller directly before filing a claim; most issues can be resolved through direct communication. If you and the seller cannot resolve the dispute, you should file a claim through PayPal Buyer Protection.
Do I have to file a PayPal Buyer Protection claim within a certain time period?
Yes. Buyers have up to 30 calendar days from the PayPal payment date to file a PayPal Buyer Protection claim. Any claims filed after the 30-day period will be recorded but not processed.
If a claim is resolved in my favour, do I have to pay for return postage?
Yes. If PayPal found the claim in favour of the buyer, the seller can request the merchandise be returned at the expense of the buyer.
Sellers
How does PayPal Buyer Protection benefit sellers?
PayPal Buyer Protection attracts new buyers to eBay who are able to buy more confidently. Most buyers have a successful customer experience on eBay. But new buyers don't know that. PayPal Buyer Protection reward sellers with strong reputations by providing new and existing buyers with another reason to buy from PayPal Buyer Protection-eligible sellers. Sellers are encouraged to take advantage of this programme as we believe it drives more buyers to their listings.
How can I offer PayPal Buyer Protection to my buyers?
When you meet the following eligibility requirements at the time of listing, you automatically qualify to offer PayPal Buyer Protection. Sellers qualify for PayPal Buyer Protection by:
- Having a UK, US or Canadian Verified PayPal Premier or Business account
- Having at least 98% positive feedback on eBay
- Having an eBay feedback score of 50 or more
- Selecting PayPal as a payment option - PayPal Buyer Protection only covers items paid for with PayPal
- Having a PayPal Account in good standing
- Listing items on www.ebay.co.uk, www.ebay.com or www.ebay.ca
- Additionally, the seller must select PayPal as a payment method during the eBay listing process and the buyer must meet all requirements for PayPal Buyer Protection to apply
If you qualify for PayPal Buyer Protection, the coverage icon will automatically display on your eligible listings at the time of listing. There is no need to "turn on" coverage.
How will I know if a claim is filed against me?
PayPal will notify you by email. Also, if a buyer has filed a claim for one of your items, it will be displayed in your PayPal account overview. The claim will likely be for an item that the buyer said s/he never received or for an item that the buyer claims to be significantly not as described in the listing. Sellers with accurate item descriptions and who use delivery confirmation are not likely to see a claim.
If a buyer files a claim against me, what do I do?
If a buyer files a claim against you, PayPal encourages you to contact the buyer to resolve the dispute. In the event that buyer and seller cannot resolve the issue, PayPal will step in and take responsibility in deciding the outcome of the claim. The seller and the buyer will be expected to respond to PayPal enquires in a timely manner in order to resolve the dispute.
Can a seller opt out of PayPal Buyer Protection?
Yes. In the event that you are not satisfied with the programme, you may opt out by contacting PayPal Customer Service about your PayPal Buyer Protection eligibility. To do this, call 08707 307 191.
If a buyer files a claim, do sellers have the money automatically taken out of their account?
No. Funds associated with that transaction will be put into pending status. At this time, sellers are encouraged to first try to resolve the dispute with the buyer through tools like Partial Refund. In the event that buyer and seller cannot resolve the issue, a PayPal specialist will be assigned to investigate the claim.
What happens when a buyer files a claim against a seller?
While a claim is filed, the seller will be notified by email that a determined amount of money in his or her PayPal balance will be put on hold until the claim has been settled.
In the event that a PayPal Buyer Protection claim is decided in the buyer's favour, the seller will be responsible for reimbursing PayPal for the amount refunded to the buyer.
If a claim is filed against a seller, PayPal recommends keeping sufficient funds to cover the refund of the payment in the seller's PayPal balance to avoid having his or her balance become negative.
Do I need to comply with Seller Protection to qualify for PayPal Buyer Protection?
No, but sellers are strongly encouraged to follow the safe trading practices associated with the PayPal Seller Protection Policy.
If the buyer claims the item was not delivered and the seller is able to provide reasonable proof of postage that can be tracked online - as is required to be eligible for PayPal Seller Protection - the seller will not be held liable.
What happens if a non-UK buyer files a claim? Do I need tracking or delivery confirmation?
Though we understand that delivery confirmation is not always available for goods sent globally, valid tracking information is always helpful in determining the legitimacy of a buyer's claim. For your protection, we strongly recommend you provide tracking or delivery confirmation.
If I lose a claim, can I get my merchandise back?
Yes. In the event of a buyer claim that an item was 'significantly not as described' and upon reviewing the claim, PayPal found the claim in favour of the buyer, the seller can request the merchandise be returned at the expense of the buyer.
Can I offer a partial refund to a buyer?
Yes, but only after a buyer files a claim that is processed through PayPal Buyer Protection. If a buyer files a claim covered by PayPal Buyer Protection, you can offer a partial refund to try to close the claim by following the instructions below. Note that the buyer does not have to accept this offer. If the buyer does not accept your partial refund offer, the claim will continue to be investigated until a resolution is determined.
- Go to the Service Centre
- Select the transaction in question
- Click on the resolve button in the Action column
- Enter partial refund amount on Partial Refund page
- Click 'Process Refund"
More information about significantly not as described (SNAD) items:
For reference, here are some examples of what may constitute SNAD versus not SNAD:
SNAD:
The item is a completely different item to that which was presented by the seller in the listing.
- An audio book instead of a printed book
- A desktop computer instead of a laptop
- A picture of an item instead of the actual item
- An empty box, i.e. the packaging is delivered without the actual item
- The condition of the item is significantly different from the way it was described.
- Clearly used multiple times versus 'almost new' or 'still in box'
- Obviously repackaged versus 'mint'
- The item is unusable and was not disclosed as such (NOTE: this applies to the item in its received state, no matter what the condition when it was sent in the post.)
- Missing major parts or components
- Will not function or turn on
- Spoiled or past a relevant date
- The item is not authentic and was not disclosed as such.
- A fake or knock-off item that was advertised as authentic
- A completely different or inferior brand of a similar product
- The item is missing a major portion or quantity.
- Ordered 4 dozen golf balls but only received 1 dozen or 4 golf balls
- Item is missing a primary component - e.g. blender missing a top or coffee maker missing the bottom plate
NOT SNAD:
The item fits into one of the SNAD categories but was reasonably and prominently described in the listing as such.
- "Item is being sold 'as is'"
- "Item may not work properly"
- "Item is missing some parts"
- "See picture for scratches or damages"
- The item is not wanted by the buyer after s/he sees it in person but was properly described in the listing.
- The description could have been reasonably misinterpreted by the buyer or the seller
- Item a different colour - e.g. it is aquamarine (according to buyer) but was advertised as teal
- Item has minor scratches but was listed as 'in used condition'
Please note that these are representative examples. There may be times when the characteristics of the item or the situation do not render the items SNAD.
PayPal encourages all buyers and sellers to communicate with each other before and after the transaction to prevent these issues from occurring. For items that do not qualify as SNAD, we still encourage the buyer and seller to find an equitable solution.
PayPal will reserve the right to make a decision on significantly not as described goods if the buyer and seller cannot agree.
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