PayPal Seller Protection

If your customers use PayPal as a payment method, then you might be eligible for PayPal Seller Protection. If your customers place their order using PayPal wallet with Shopify Payments in France, or PayPal Wallet with Shopify Payments in the United States, then you might be eligible for PayPal Seller Protection.

Seller Protection protects you from chargebacks, reversals, and claims for the full amount on eligible payments due to an unauthorized transaction, or an item not received. Orders purchased through PayPal will have one of following Seller Protection ratings:

• Eligible: the order is protected by PayPal's Seller Protection for unauthorized payments and items not received.
• Ineligible: the order isn't protected by Seller Protection.

Note

PayPal Seller Protection isn't managed by Shopify. If you're having issues with a PayPal transaction, then you should contact PayPal. Shopify can't manage or access your PayPal account.

Eligibility criteria

To be eligible for Seller Protection you need to meet the requirements for the respective eligibility category.

If you edit an order after it's been deemed Eligible for PayPal Seller Protection, then the order is evaluated again. In some cases, the changes that you make can cause an order's eligibility rating to change.

Unauthorized transaction category

• The item must be a physical good that can be shipped, or a virtual good that meets intangible goods additional requirements.
• The item must be shipped to the same address that's listed on the transaction and order pages under Shipping address.
• You must respond to Paypal's request for documentation or other information promptly.
• The payment must be rated as Eligible on the transaction page for chargebacks.
• You must provide proof of delivery.

Item not received category

• The item must be a physical good that can be shipped, or a virtual good that meets intangible goods additional requirements.
• The item must be shipped to the same address that's listed on the transaction and order pages under Shipping address.
• You must respond to Paypal's request for documentation or other information promptly.
• The payment must be rated as Eligible on the transaction page for chargebacks.
• You must provide proof of delivery. Signature confirmation is required for orders of $750 USD or more.

Note

PayPal recommends shipping an item within seven days of payment receipt. If the payment is for a pre-ordered item, then you need to ship within the time frame that you specified in the item listing.

Items not covered by PayPal Seller Protection

To learn which items and transactions aren't covered, refer to PayPal's list of items and transactions that aren't covered by Seller Protection.

Caution

If you're having issues with a PayPal transaction, then you can contact PayPal. Shopify can't manage or access your PayPal account. Make sure to review PayPal's location-specific User Agreement before you contact PayPal. If the order was placed using PayPal Wallet on Shopify Payments in France, or PayPal Wallet for Shopify Payments in the United States, then you can contact Shopify Support.