About PayPal Purchase Protection
If you run into trouble with a transaction on eBay, it's usually best to try contacting and communicating directly with your seller before you do anything else. When you use PayPal to pay for items you buy, you can also turn to the PayPal Purchase Protection program and PayPal Resolution Centre for help.
PayPal Purchase Protection
If you don't receive your item, or the item is significantly different from its description in the seller's listing, PayPal Purchase Protection covers eligible transactions for up to the full purchase price plus original shipping charges. (Some purchases aren’t eligible for this program, including vehicles in the Motors category, capital equipment in the Business & Industrial category, and Real Estate.)
An item is covered by PayPal Purchase Protection if:
You purchase the item on eBay.
You use PayPal to pay for the item.
You correspond with the seller using the email address associated with the seller’s listing (make sure by using the Pay Now button when the eBay listing ends).
The seller's listing is for a physical item – services and intangible items aren't covered.
You file only one claim per PayPal payment.
You open the case no later than 45 calendar days from the date of your PayPal payment and – if you need to – escalate it to a claim no more than 20 calendar days after you open your case.
PayPal Resolution Centre
If you paid for your item with PayPal but didn't receive your item – or if the item is significantly different from its description in the seller's listing – you can open a case in the PayPal Resolution Centre. This is the first step in filing a claim for coverage under PayPal's Purchase Protection program.
Timing is important:
You can open a case in the PayPal Resolution Center up to 45 calendar days after your PayPal payment.
The seller has 7 days to respond. If the seller doesn't respond, on the 8th day (but no later than 20 calendar days after you open a case) you can escalate your case to a claim.
To open a PayPal claim
Select the PayPal transaction ID of the eBay item you want to report.
Select the nature of the problem with the item.
Wait for the seller’s response. The seller can reply to you, send a full or partial refund, or send the issue to PayPal for further research. You'll receive an email when the seller does any of these things.
If the seller doesn’t respond within 7 days or you’re unable to reach an agreement with the seller, you can escalate your case into a claim. Be sure you do this no later than 20 calendar days after you opened your case. (After 20 days, the claim will close automatically and you won’t be eligible for buyer protection.)
If PayPal finds in your favour, you may be reimbursed for your claim. If you receive a refund, it will be credited to your PayPal account. Either way, PayPal will notify you of your claim’s outcome.
For more about opening cases and filing claims on PayPal, see PayPal resolution process.
Tracking a case
You can track an open case in PayPal's Resolution Center.
You can also access an open case from your listing in the "Won" view in My eBay or the eBay Resolution Center. You'll be able to see the status of your case and whether there’s action you need to take.
To get even more detail, click the “View claim” link and you’ll be redirected to PayPal’s Resolution Center.
Quick answers about PayPal Purchase Protection
How much coverage do I have?
If you don’t get what you paid for, you get your money back. Eligible transactions are automatically covered for up to the full purchase price and original shipping charges. See eligibility.
Does PayPal Purchase Protection cost anything?
No, PayPal Purchase Protection is absolutely free.
How do I request a refund?
Start by talking to your seller. If the seller doesn’t respond, you can open a case in the PayPal Resolution Centre. If you and the seller are still unable to resolve things, you can escalate the case into a claim. PayPal will notify you of the outcome of the claim. If you are granted a refund, it will be credited to your PayPal account.
do I have to open a case?
You need to open a case within 45 calendar days of your PayPal payment. If you and the seller can’t resolve the case on your own, you have 20 calendar days from the time you open your case to escalate the case into a claim.
Who should I contact if I have questions?
Contact PayPal Customer Support – they’ll be glad to help
The fine print
Eligibility for purchase protection services is also determined by the eBay country site on which you purchased your item. You can review how your purchase is protected on the item page.