PayPal Updates - Part 2 - Buyer Protection

balthus

O.G.
Mar 4, 2007
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Details below or go to PP site:

13.1 How am I protected if I have a problem with a purchase?


  • PayPal Buyer Protection (for eligible items purchased on eBay)
  • PayPal Buyer Complaint Policy (for all other items purchased on or off eBay)
13.2 What types of problems are covered?


  • Item Not Received (INR)
  • Significantly Not as Described (SNAD) (see definition below)
If your problem is a transaction that you did not authorize, please report the unauthorized transaction through the PayPal Security Center at https://www.paypal.com/security.

13.3 PayPal Buyer Protection

  1. What are the eligibility requirements for PayPal Buyer Protection?
    • Use PayPal to purchase an eligible item on eBay.
    • Pay for the full amount of the item with one payment. Items purchased with multiple payments – like a deposit followed by a final payment – are not eligible.
    • Send the payment to the seller through:
      • The eBay "Pay Now" button or the eBay invoice, or
      • The "Send Money" tab on your PayPal account overview page by selecting "Pay for eBay Items" and entering your eBay User ID and the eBay item number.
    • Open a Dispute within 45 days of the date you sent the payment – then follow the online dispute resolution process described below under Dispute Resolution.
    • Keep your PayPal account in good standing.
  2. How do I know if I’m purchasing an eligible item on eBay?
    Look for the buyer protection message in the eBay listing in the right hand column under the "Buy Safely" banner. If you see this message, and you meet the eligibility requirements, then your purchase is covered by PayPal Buyer Protection. You can also view this message after you complete your purchase by logging in to your eBay account, going to "my eBay" and looking at the listing. If the listing does not include the buyer protection message, then it is not eligible for PayPal Buyer Protection.



  1. How much coverage do I get with PayPal Buyer Protection?
    If you see the eBay.com buyer protection message "Pay with PayPal and you’re covered", and if PayPal finds in your favor on your Claim, PayPal will reimburse you for the full purchase price of the item and original shipping costs – with no cap on coverage. If the buyer protection message includes a cap on coverage (such as the message on eBay.ca above), and if PayPal finds in your favor, then PayPal will reimburse you for the full purchase price of the item and original shipping costs, up to the coverage cap specified in the buyer protection message. The amount of coverage varies based on the eBay website where the purchase is made.
    PayPal will not reimburse you for the return shipping costs that you incur to return a Significantly Not as Described item to the seller or other party PayPal specifies. If the seller presents evidence that they delivered the goods to your address, PayPal may find in favor of the seller even if you did not receive the goods.
13.4 Dispute Resolution
If you are unable to resolve the problem directly with the seller, go to the Resolution Center and follow this process:
Open a Dispute within 45 days of the date you made the payment for the item you would like to dispute.
Escalate the Dispute to a Claim.
If you and the seller are unable to come to an agreement, escalate the Dispute to a Claim within 20 days after opening the dispute.
You must wait at least 7 days from the date of payment to escalate a Dispute for an Item Not Received (INR), unless the Dispute is for $2,500 or more. If you do not escalate the Dispute to a Claim within 20 days, PayPal will close the Dispute.
Respond to PayPal’s requests for information in a timely manner.
During the Claim process, PayPal may require you to provide documentation to support your position. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies.
Comply with PayPal’s shipping requests in a timely manner.
For Significantly Not as Described (SNAD) Claims, PayPal may require you to ship the item back to the seller - or to PayPal - or to a third party at your expense, and to provide proof of delivery.
For transactions that total less than $250, proof of delivery is confirmation that can be viewed online and includes: the delivery address, delivery date, and the URL to the shipping company’s web site if you’ve selected “Other” in the shipping drop down menu. For transactions that total $250 or more, you must get signature confirmation of delivery.
How is the Claim resolved?
Once a Dispute has been escalated to a Claim, PayPal will make a final decision in favor of the buyer or the seller. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies. PayPal retains full discretion to make a final decision in favor of the buyer or the seller based on any criteria PayPal deems appropriate. In the event that PayPal makes a final decision in favor of the buyer or seller, each party must comply with PayPal’s decision. PayPal may require the buyer to ship an item that the buyer claims is Significantly Not as Described back to the seller (at the buyer’s expense), and PayPal may require a seller to accept the item back and refund the buyer the full purchase price plus original shipping costs. In the event a seller loses a Claim, the seller will not receive a refund on his or her PayPal or eBay fees associated with the transaction.
13.5 PayPal Buyer Complaint Policy

  1. It is PayPal’s process to help you resolve a problem with a seller through the PayPal Resolution Center for purchases that are not eligible for PayPal Buyer Protection.
    The PayPal Buyer Complaint Policy is similar to PayPal Buyer Protection in that it enables buyers to file Disputes for Items Not Received (INR), or for items that are Significantly Not as Described (SNAD). However, recovery of any amounts is not guaranteed and is limited to the amounts that PayPal can recover from the seller’s Account, even if PayPal makes a final decision in your favor.
  2. You must file a Dispute in the PayPal Resolution Center within 45 days of the date you sent the payment. Once you have done so, you should attempt to resolve the Dispute directly with the seller.
  3. You may escalate the Dispute to a Claim within 20 days of the date you filed the Dispute. PayPal will make a final decision for some - but not all - Claims.
    PayPal will generally make a final decision for an Item Not Received (INR) Claim, but will not make a final decision for a Significantly Not as Described (SNAD) Claim, or Claims involving the following purchases: intangible items, licenses, airline flight tickets, services, vehicles, live auctions, real estate, classified ads on eBay, or other items as determined by PayPal (collectively “Ineligible Items”). This means that unless the seller voluntarily refunds your money, you will not recover any amounts for a SNAD Claim or a Claim for an Ineligible Item filed under the Buyer Complaint Policy.
  4. What if PayPal makes a final decision in my favor? If PayPal makes a final decision in your favor, we will collect any available funds in the seller’s PayPal balance at that time. However, recovery is not guaranteed and is limited only to the amounts that PayPal can recover from the seller’s Account. Any amounts collected from the seller will be placed in your Account.
13.6 SNAD Definition
An item is Significantly Not as Described if it is materially different than what the seller described in the item listing. Here are some examples:

  • You received a completely different item. Example: You purchased a book and received a DVD or an empty box.
  • The condition of the item was misrepresented. Example: The listing said "new" and the item was used.
  • The item was advertised as authentic but is not authentic.
  • The item is missing major parts or features which were not disclosed in the listing.
  • You purchased three items from a seller but only received two.
An item is not Significantly Not as Described if it is materially similar to the seller’s item listing description. Here are some examples:

  • The defect in the item was correctly described by the seller.
  • The item was properly described but you didn't want it after you received it.
  • The item was properly described but did not meet your expectations.
  • The item has minor scratches and was listed as used condition.
 
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