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 he or she didn’t receive it.
What are the requirements for Seller Protection?
- The item must be a physical, tangible good that can be shipped.
- Item are sent to the address on the Transaction Details page.
- You ship items on time and according to your item description.
- You must provide proof of delivery of the goods in the form of a shipping tracking code.
- If we request documentation or other relevant information, we ask that you respond promptly (typically within three business days).
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).
- Illegal or counterfeit items.
- It involves an item that you deliver in person, including in connection with a payment made in your physical store.
- 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.
- The item is a vehicle, including, but not limited to a motor vehicle, motorcycle, recreational vehicle, aircraft or boat.
- Purchases made in respect of gold (whether in physical form or in exchange-traded form).