Join Christopher Matthew Spencer for an in-depth discussion in this video Understanding buyer and seller protection, part of PayPal Essential Training.
- Disputes arise for a variety of reasons. The product never arrived, which is by far the easiest one to dispute if tracking is not present. An error, such as an overpayment or duplicate payments. Dissatisfaction with the product, in other words, it wasn't as described. It arrived broken. The customer forgot what they ordered or kept poor records and rather than conducting a purchase review, simply disputed the payment. Fraud due to an account takeover or identity theft.
Or the customer claims they returned it and didn't receive their money back. PayPal offers good measures of protection for both buyers and sellers. PayPal purchase protection for buyers covers online purchases of tangible goods, no matter where you bought them. Here are some of the key points. Disputes must be opened within 180 days, the account must be in good standing and the claim must be for something protected. If the item never arrives, you have a simple case. The seller can't provide proof of delivery and you'll get your money back.
If the seller has tracking and can demonstrate that it was delivered to the address indicated on the PayPal payment, the dispute will be closed in their favor. You can and should review the help pages to see what's not covered by purchase protection. Let's discuss how sellers are protected. Here are some of the key points of PayPal seller protection. You're covered if you ship only to the address on the transaction details page, and in order to be protected, you'll need to sell a physical item that can be shipped, and digital goods or services are not covered.
If a dispute arises, you must cooperate by providing any reasonable documentation requested by the PayPal staff within 10 business days. And your PayPal registered address must be in the United States. Depending upon the type of claim being made, there are some additional requirements. If the customer claims the product didn't arrive, then the payment must be marked as eligible or partially eligible on the transaction details page, and you have to provide proof of delivery. For unauthorized payment claims, the transaction details page must indicate that the transaction is eligible, and you must provide proof of delivery.
Proof of delivery needs to include the status of delivered, the date the product was delivered and the recipient's address, showing at least the city and state or city and county or postal code, and this must match the address information on the transaction details page. For any payment of $750 or more, a signature is required to defend against charge-backs. Here are some exceptions. You're not covered when a customer claims that the merchandise wasn't as described, but you will get that merchandise back.
Local pickups are not covered. Instances where you received multiple payments for the item, such as a down payment and the balance paid at a later time, are not covered. And claims filed through eBay accounts are not covered. You're also not covered for prohibited or illegal items. Other transaction types may not be covered, also. If you're on either end of a PayPal transaction dispute, it's good to reach out to the other person immediately. If that doesn't work, you can always reach out to PayPal support for assistance.
The course then covers making payments, sending invoices, setting up payment buttons, running reports, and refunding payments with PayPal. It also shows how to use the PayPal Mobile app as well as the PayPal Here credit card reader for face-to-face purchases and as a point-of-sale system for retailers. Lastly, Christopher Matthew explores PayPal shipping as well as tips for avoiding transaction disputes and accepting donations for nonprofits.
- Setting up an account
- Understanding PayPal protection for buyers and sellers
- Sending money
- Sending payments
- Requesting money
- Connecting PayPal to ecommerce sites
- Searching transactions
- Adding and withdrawing funds
- Using PayPal Mobile
- Using PayPal Here's point-of-sale solution with a card reader
- Shipping packages through the post office and UPS with PayPal
- Avoiding transaction disputes