PayPal Buyer Protection
Frequently Asked Questions
General
Buyers
Sellers
General
- What is PayPal Buyer Protection?
PayPal Buyer Protection is designed to increase buyer confidence on
PLT. When PayPal is used to pay for a qualified listing on PLT,
PayPal Buyer Protection provides up to $500 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.
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- What does PayPal Buyer Protection
cover?
PayPal Buyer Protection covers non-delivery of items and items that
are delivered significantly not as described.
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- 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 cases where you are disappointed
with the item and or it did not meet your expectations. 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 discretion. See more information about significantly
not as described.
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- 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.
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- Will PayPal Buyer Protection cover
all PLT categories?
No. PLT Motors parts and accessories will be covered, however, motor
vehicles (cars, boats, planes), Live Auctions and the Mature Audiences
category will not be covered. Sellers cannot indicate PayPal as a
payment method during the Live Auctions or the Mature Audiences category
listing process and therefore those listings will not be eligible.
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- How do I know if a listing qualifies
for PayPal Buyer Protection?
PLT buyers can look for the PayPal Protection logo in the Seller
Information box on an PLT View Item page to see if an item is covered.
Note that all requirements must be met by both the buyer and the seller
for PayPal Buyer Protection to apply.
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- Is there a limit to the number of
PayPal Buyer Protection claims that can be paid to the buyer?
There is a one claim per PayPal payment limit and a limit of two PayPal
Buyer Protection claim refunds per calendar year (January 1st -December
31st).
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Buyers
- How does PayPal Buyer Protection
benefit buyers?
PayPal Buyer Protection helps buyers buy with confidence on PLT.
When buyers use PayPal to pay for a qualified listing on PLT, PayPal
Buyer Protection provides up to $500 of coverage at no additional
cost.
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- 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 ship. 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 than described
in the seller's listing, we encourage you to contact your seller directly
before filing a claim as 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.
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- 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.
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- If a claim is resolved in my favor,
do I have to pay for return shipping?
Yes. If PayPal found the claim in favor of the buyer, the seller can
request the merchandise be returned at the expense of the buyer.
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Sellers
- How does PayPal Buyer Protection
benefit sellers?
PayPal Buyer Protection will attract new buyers to the PLT Marketplace
who will be able to buy more confidently. Most buyers never have problems
with the items they purchase on PLT. But new buyers don't know that.
PayPal Buyer Protection will reward sellers with strong reputations
by providing new and existing buyers another reason to buy from PayPal
Buyer Protection-eligible sellers. Sellers are encouraged to take
advantage of this program as we believe it will drive more buyers
to their listings.
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- 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 U.S. or Canadian Verified
PayPal Premier or Business account
- Having at least 98% positive feedback
on PLT
- Having an PLT 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.prelovedtoys.com
Additionally, the seller must select PayPal
as a payment method during the PLT 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.
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- How will I know if a claim is filed
against me?
PayPal will notify you by email and from your account overview if
a buyer has filed a claim for one of your items. The claim will likely
be for an item that the buyer said 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.
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- 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 inquires in a timely manner in order
to resolve the dispute.
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- Can a seller opt-out of PayPal Buyer
Protection?
Yes. PayPal Buyer Protection will attract new buyers who will be able
to buy more confidently. Additionally, PayPal Buyer Protection will
reward sellers with strong reputations by providing buyers another
reason to buy from PayPal Buyer Protection-eligible sellers. Sellers
are encouraged to take advantage of this program as we believe it
will benefit them. In the event that you are not satisfied with the
program, you may opt-out by contacting PayPal customer support about
your PayPal Buyer Protection eligibility. To do this, log in to your
PayPal account and click on the Help link in the upper right-hand
corner of the page. Go to the "Contact Us" link, and then choose "Help
By Phone" link.
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- 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.
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- If a seller qualifies for seller
protection and the buyer qualifies for buyer protection--and there
is a claim and a disagreement--what happens?
PayPal always encourages the buyer and seller to try to reach agreement
without PayPal involvement. In the event the buyer and seller cannot
agree, PayPal will take responsibility in deciding the outcome of
the claim.
If the buyer claims the item was not delivered and the seller is able
to provide reasonable proof of shipment that can be tracked online
- as is required to be eligible for seller protection -- the seller
will not be held liable.
If the buyer claims that the item is "significantly not as described",
PayPal will evaluate the item and the listing to determine whether
this is the case. PayPal has highly trained Specialists who use all
reasonable efforts to ensure the outcome is fair to both buyer and
seller. If the claim is found in favor of the buyer, the seller will
be held liable for the item.
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- Do I need to comply with Seller Protection
to qualify for PayPal Buyer Protection?
No, however sellers are strongly encouraged to follow the safe trading
practices associated with the Seller Protection Policy.
If the buyer claims the item was not delivered and the seller is able
to provide reasonable proof of shipment that can be tracked online
- as is required to be eligible for seller protection, the seller
will not be held liable.
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- What happens if a non-U.S. buyer
files a claim? Do I need tracking or delivery confirmation?
Though we understand that delivery confirmation is not always available
for shipments sent globally, valid tracking information is always
helpful in determining the legitimacy of a buyer claim. For your protection,
we strongly recommend you provide tracking or delivery confirmation.
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- 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 favor of the buyer, the seller can request the merchandise be returned
at the expense of the buyer.
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- 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 Center
- 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"
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- More information about significantly
not as described (SNAD) items:
For reference, here are some examples of what may constitute SNAD
vs. not SNAD:
SNAD:
- The item is a completely different item
than 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.
- The condition of the item is significantly
different.
- Clearly used multiple times vs.
'almost new' or 'still in box'
- Obviously repackaged vs. '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 shipped.)
- 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 color - e.g. it
is aqua-marine (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 if the buyer and seller cannot agree.
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