PayPal Buyer Protection Policy and Buyer Complaint Policy
IMPORTANT: This Policy applies to all payments effected using PayPal on or after 12.01am Australian Eastern Standard Time (AEST) on
17 June 2008. For PayPal payments made prior to 12.01am AEST on 17 June 2008, the Policy attached as “Exhibit A” shall apply.
-
General.
PayPal has two programs to assist buyers:
-
the PayPal Buyer Complaint Policy - under which buyers may be able to recover their payments from sellers; and
-
this PayPal Buyer Protection Policy – under which buyers may have funds recovered from a seller or may, at PayPal's sole and absolute discretion, receive a payment from PayPal.
A summary of both policies is set out below. The terms and conditions and eligibility requirements for this Buyer Protection Policy are set out at paragraph 4 below. To consider the terms and conditions and eligibility requirements for the Buyer Complaint Policy you should refer to www.paypal.com/au.
PayPal may at its discretion terminate, modify, suspend or replace either or both of the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy whether in whole or in part at any time without prior notice.
-
Which policy applies to me?
PayPal Buyer Protection Policy This policy applies to eligible transactions on www.ebay.com.au.
PayPal Buyer Protection Policy is our policy to help buyers to recover payments made in respect of eligible items purchased from the Australian eBay website (located at www.ebay.com.au) when: (a) goods are purchased but not received by the buyer (also known as “item not received”), or (b) goods are delivered but are "significantly not as described" in the eBay listing.
If your purchase meets the requirements for the PayPal Buyer Protection Policy (set out in paragraph 4 below), PayPal may try to recover your payment from the seller, ie to attempt to reverse the PayPal transaction.
IMPORTANT: If you are eligible under PayPal's Buyer Protection Policy, and you claim that the item purchased is "significantly not as described" or you did not receive the item PayPal may attempt to recover your payment from the seller, but recovery of your payment, whether in whole or in part, is not guaranteed.
However, where PayPal is unable to recover the whole or any part of your payment from the seller for a claim, PayPal may at its absolute and sole discretion, decide to make an ex gratia payment, not exceeding the financial limits set out in paragraph 3 below.
In order to be considered for such a discretionary payment under the PayPal Buyer Protection Policy, your purchase must have all of the characteristics set out in paragraph 4 below and you must comply with all of the buyer responsibilities in paragraph 6 below.
IMPORTANT: Payment by PayPal under PayPal’s Buyer Protection Policy is at PayPal's absolute and sole discretion. You have no automatic entitlement to receive any payments. PayPal's Buyer Protection Policy does not indemnify you for the loss which you, as a buyer, may incur and it is not a contract of insurance.
Certain eBay websites other than www.ebay.com.au, may also offer their own version of PayPal Buyer Protection, you may wish to refer to those eBay sites for more information.
-
This policy applies to purchases that are made on non-eBay websites, or eBay websites that do not offer policies similar to this PayPal Buyer Protection Policy. This policy only applies to claims of “item not received”.
Please refer to the full terms and conditions of the PayPal Buyer Complaint Policy available at www.paypal.com/au.
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Amounts that you may receive under PayPal’s Buyer Protection Policy.
IMPORTANT:
For purchases made on www.ebay.com.au there is a maximum discretionary payment amount of
$20,000.00 AUD.
PayPal is not obliged to pay any amount at all, or if it does decide to make a payment, to pay the maximum amount set out – you may, at PayPal's discretion, receive a payment which is less than the maximum of
$20,000.00 AUD, but PayPal will not pay more than the maximum discretionary amount.
-
Eligibility Requirements.
In order for you to be considered for eligibility for the PayPal Buyer Protection Policy, all of the following requirements must be met:
-
Purchase an eligible item.
Your purchase must be for a tangible, physical good that can be shipped or delivered.
However, the PayPal Buyer Protection Policy does
not
apply to the following items in the following circumstances:
-
all cars, including vehicles which are covered by eBay’s "Vehicle Purchase Protection", available on www.ebay.com.au,
-
intangibles (for example digitally delivered goods), although we may cover intangibles which have been transferred to a physical media (such as paper or CD-ROM), for example: electronic tickets that have been physically printed and shipped,
-
services,
-
licences and other access to digital content,
-
airline flight tickets,
-
real estate,
-
businesses for sale,
-
items prohibited in the "PayPal Acceptable Use Policy" or prohibited by eBay's "Prohibited and Restricted Items and Services" policy (which will prevail in the event of any inconsistency with this policy).
In addition to any other requirements, your purchase must also meet the following criteria:
-
Purchase from www.ebay.com.au
This PayPal Buyer Protection Policy only applies to eligible purchases made on www.ebay.com.au. If at the time of purchase the eligible item listing did not have a notation on it stating that it may be eligible for PayPal Buyer Protection you will not be entitled to be considered under this policy.
-
PayPal Account in Good Standing.
You must have a PayPal account that PayPal considers is in “good standing”.
-
Payment Requirements.
You must use PayPal as your payment method when you make the payment. You must send a single payment for the full price of the item to the PayPal account specified by the seller in the listing. For PayPal Buyer Protection Policy eligibility you must either use the "Pay Now" button on eBay to send the payment, or associate the payment with the eBay listing by entering the eBay item number into the PayPal payment instructions.
However, if you send the payment to a different PayPal account or use a payment method other than PayPal, even at the seller's request, the transaction will not be eligible under the PayPal Buyer Protection Policy.
-
File a Dispute/Escalate to a Claim.
In order to be considered for the PayPal Buyer Protection Policy, you must first file a dispute online in the PayPal Online Dispute Resolution Centre and attempt to resolve the dispute with the seller. The dispute must be filed within
45 calendar days
of the date that you made the payment to the seller.
In the event that the dispute remains unresolved then you must escalate the dispute to a claim under the Buyer Protection Policy within
20 calendar days
of the date you filed the dispute.
-
Disputes and Claims under Buyer Protection Policy
-
Reasons to File a Dispute.
There are 2 reasons to file a dispute with PayPal, being either:
-
The item was not received.
Buyers should wait a reasonable amount of time - at least seven (7) days - to receive the item, before filing a dispute for “item not received”; or
-
The item received is 'significantly not as described' in the eBay item listing.
An item is 'significantly not as described' if, in PayPal's opinion, the seller misrepresented (including by omission of information or by giving incorrect information) 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 merely disappointed with the item or where the item did not meet your expectations. Reasons that an item may be considered 'significantly not as described' include for example, but are not limited to, the following:
-
The item is a completely different item to that which was presented by the seller in the listing, e.g. 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; or an empty box;
-
The condition of the item is significantly different. For example, if the item has clearly been used multiple times rather than 'almost new' or 'still in box' or is obviously repackaged rather than 'mint';
-
The item is unusable and was not disclosed as such. For example, if there are missing major parts or components, will not function or turn on, or spoiled or past a relevant date. (NOTE: this applies to the item in its received state, no matter what the condition when it was sent);
-
The item is not authentic and was not disclosed as such. For example, if a fake or pirated item that was advertised as authentic or a completely different or inferior brand of a similar product; or
-
The item is missing a major portion or quantity. For example, if the buyer ordered 4 dozen golf balls but only received 1 dozen or 4 golf balls or the item is missing a primary component, like a blender missing a top or coffee maker missing the bottom plate.
An item is
not
considered to be 'significantly not as described' if, for example:
-
The item fits into one of the 'significantly not as described' categories but was reasonably and prominently described in the listing as such. For example, if the listing states one of the following: "Item is being sold as is," "Item may not work properly," "Item is missing some parts," or "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. For example, if the item is a different colour than advertised (e.g. the item is aqua-marine but was advertised as teal);
-
The item did not meet your expectations; or
-
Item has minor scratches but was listed as 'in used condition'.
Please note that these are representative examples and are for illustrative purposes only. They are not exhaustive.
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 'significantly not as described', we encourage the buyer and seller to find an equitable solution. PayPal reserves the right to make a decision on 'significantly not as described' if the buyer and seller cannot agree and will exercise its sole discretion, reasonably, when determining a claim of 'significantly not as described'.
-
Dispute and Claim Process.
Once you file a dispute as a buyer, PayPal will notify the seller of the dispute, and while the dispute is open, you and the seller are able to access the details of the dispute via the Dispute Resolution Centre and post messages to each other in connection with the dispute. Any messages you post are viewable by PayPal and the other party to the dispute. If you escalate the dispute to a claim under the Buyer Protection Policy, PayPal may review and use the content of all posted messages to evaluate your claim. You may not post any message that is offensive, discourteous, false, misleading, profane, abusive, threatening, otherwise inappropriate or is contrary to any of our applicable policies.
-
Buyer Responsibilities.
You must respond to any PayPal enquiries regarding your claim for a discretionary payment under the Buyer Protection Policy within the time specified by PayPal. If you fail to respond to PayPal's request for more information then PayPal will not continue to process your claim or otherwise assist you in relation to your complaint and the claim will be closed and may not be reopened.
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If you file a claim in relation to a 'significantly not as described' item, we may require you to ship the item at your expense to the seller, to PayPal, or to a third party designated by PayPal. In addition, we may require you, at your expense, to obtain documentation from a qualified third party to substantiate your claim, or to verify that you have destroyed the item if we request you to do so. In some instances, we may require you to supply a copy of a police report substantiating your claim.
-
If we ask you to ship or return the item, you will be required to show “proof of shipment”.
Buyers in Australia may show proof of shipment by providing PayPal with any of the acceptable standards for proof of shipment, as set out in PayPal’s Proof of Shipment requirements, available in PayPal’s Security Centre, at www.paypal.com/au.
Buyers in the United States and Canada must use an online-trackable shipping method and will be asked to provide the tracking number to PayPal. For such transactions of
$250.00 USD
or more (or equivalent in the transaction currency), you will be required to provide an online proof-of-receipt in the form of a signature from the recipient.
Buyers outside of the United States, Canada, and Australia are required to use an online-trackable shipping method if one is available.
-
If you are required to send the item to PayPal, you agree to transfer the ownership of the item to PayPal and if requested, provide all reasonable assistance in ensuring that the transfer of ownership takes place.
-
If you and the seller agree to a refund amount that is less than the amount of the original transaction, and the seller provides you the refund, PayPal will consider your dispute/claim to be successfully resolved.
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Limitations.
-
One Claim Per PayPal Payment.
You may only make one claim under the PayPal Buyer Protection policy per PayPal payment. For multiple www.eBay.com.au items paid for under one PayPal payment you will be able to address all of your PayPal Buyer Protection related issues in a single claim.
-
Correctly Identify Your Claim Type.
If your purchase meets the eligibility requirements for the PayPal Buyer Protection Policy set out in this policy, you may file a claim for either: (a) item not received, or (b) item significantly not as described. You are generally not permitted to file a claim for "item not received" and then change it to "item significantly not as described" (or vice versa) even if circumstances change. A claim under the PayPal Buyer Protection Policy may not be edited or changed after it has been filed unless PayPal exercises its discretion to allow you to change your initial claim.
-
Credit Card and Chargeback rights.
Where you used a credit card or debit card to fund a PayPal purchase, your card issuer may also offer a policy or program under which you may be able to recover your payment. You can choose to file a dispute through our Online Dispute Resolution Centre and escalate the dispute into a claim under the Buyer Protection Policy or you can choose to exercise your chargeback rights directly with your credit or debit card company. However, you cannot pursue both at the same time or seek a double recovery. If you initiate a dispute through the PayPal Online Dispute Resolution Centre and you then also file a chargeback directly with your credit card company/card issuer, PayPal will cancel your dispute or claim, and you will have to rely solely on any chargeback rights you may have. If you receive payments from both PayPal and a card issuer, PayPal reserves the right to recover any payment it has made under this policy.
-
Availability of the Buyer Protection Policy.
PayPal reserves the right to change or discontinue the PayPal Buyer Protection Policy in its sole discretion at any time and without notice.
PayPal Buyer Complaint Policy
This Policy applies to all payments effected using PayPal on or after 12.01am Australian Eastern Standard Time (AEST) on
17 June 2008. For PayPal payments made prior to 12.01am AEST on
17 June 2008, the Policy attached as “Exhibit A” shall apply.
-
General.
PayPal has two programs to assist buyers:
-
the PayPal Buyer Complaint Policy - under which buyers may be able to recover their payments from sellers; and
-
this PayPal Buyer Protection Policy – under which buyers may have funds recovered from a seller or may, at PayPal's sole and absolute discretion, receive a payment from PayPal.
A summary of both policies is set out below. The terms and conditions and eligibility requirements for this Buyer Protection Policy are set out at paragraph 4 below. To consider the terms and conditions and eligibility requirements for the Buyer Complaint Policy you should refer to www.paypal.com/au.
PayPal may at its discretion terminate, modify, suspend or replace either or both of the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy whether in whole or in part at any time without prior notice.
-
Which policy applies to me?
-
PayPal Buyer Protection Policy: This policy applies to eligible transactions on www.ebay.com.au.
PayPal Buyer Protection Policy is our policy to help buyers to recover payments made in respect of eligible items purchased from the Australian eBay website (located at www.ebay.com.au) when: (a) goods are purchased but not received by the buyer (also known as “item not received”), or (b) goods are delivered but are "significantly not as described" in the eBay listing.
Please refer to the full terms and conditions of the PayPal Buyer Protection Policy on the PayPal website.
-
PayPal Buyer Complaint Policy:
This policy applies to purchases that are made on non-eBay websites, or eBay websites that do not offer policies similar to this PayPal Buyer Protection Policy. This policy only applies to claims of “item not received”.
In order to be considered for the PayPal Buyer Complaint Policy, your purchase must have all of the characteristics set out in paragraph 3 below, and you must comply with all of the buyer responsibilities in paragraph 5 below.
IMPORTANT: If you are eligible under PayPal's Buyer Complaint Policy, PayPal may try to recover your payment from the seller, but recovery of your payment whether in whole or in part is not guaranteed. Your potential recovery is limited only to the amounts that PayPal is able to recover from the seller.
-
Eligibility Requirements.
In order for you to be considered for eligibility for the PayPal Buyer Complaint Policy, all of the following requirements must be met:
-
Purchase an eligible item.
Your purchase must be for a tangible, physical good that can be shipped or delivered.
However, this PayPal Buyer Complaint Policy does
not
apply to the following items in the following circumstances:
-
all vehicles,
-
intangibles,
-
services,
-
licences and other access to digital content,
-
airline flight tickets,
-
real estate,
-
businesses for sale,
-
items prohibited in the "PayPal Acceptable Use Policy" or prohibited by eBay's "Prohibited and Restricted Items and Services" or similar eBay policy (which will prevail in the event of any inconsistency with this policy).
In addition to any other requirements, your purchase must also meet the following criteria:
-
PayPal Account in Good Standing.
You must have a PayPal account that PayPal considers is in “good standing”.
-
Payment Requirements on Non-eBay Websites.
You must use PayPal as your payment method when you make the payment, however payments via PayPal’s “Send Money” functionality are not eligible for protection under this Buyer Complaint Policy. You must send a single payment for the full price of the item to the PayPal account specified by the website on which you purchased the item.
-
Payment Requirements on eBay websites (that do not provide PayPal Buyer Protection).
You must use PayPal as your payment method when you make the payment. You must send a single payment for the full price of the item to the PayPal account specified by the seller at the time they listed the item. For PayPal Buyer Complaint Policy eligibility you must either use the "Pay Now" button to send the payment, or associate the payment with the eBay listing by entering the eBay item number into the PayPal payment instructions.
However, if you send the payment to a different PayPal account or use a payment method other than PayPal, even at the seller's request, the transaction will not be eligible under the PayPal Buyer Complaint Policy.
-
File a Dispute/Escalate to a Claim.
In order to be considered for the PayPal Buyer Complaint Policy, you must first file a dispute online in the PayPal Resolution Centre and attempt to resolve the dispute with the seller. The dispute must be filed within
45 calendar days
of the date that you made the payment to the seller.
In the event that the dispute remains unresolved then you must escalate the dispute to a claim under the Buyer Complaint Policy within
20 calendar days
of the date you filed the dispute.
-
Disputes and Claims under Buyer Complaint Policy
-
Reasons to File a Dispute.
You may file a dispute with PayPal where the seller did not deliver the promised goods. Buyers should wait a reasonable amount of time - at least seven (7) days - to receive the item, before filing a dispute for “item not received”. PayPal encourages all buyers and sellers to communicate with each other before and after the transaction to prevent these issues from occurring.
-
Dispute and Claim Process.
Once you file a dispute as a buyer, PayPal will notify the seller of the dispute, and while the dispute is open, you and the seller are able to access the details of the dispute via the resolution centre and post messages to each other in connection with the dispute. Any messages you post are viewable by PayPal and the other party to the dispute. If you escalate the dispute to a claim under the Buyer Complaint Policy, PayPal may review and use the content of all posted messages to evaluate your claim. You may not post any message that is offensive, discourteous, false, misleading, profane, abusive, threatening, otherwise inappropriate or is contrary to any of our applicable policies.
-
Buyer Responsibilities.
You must respond to any PayPal enquiries regarding your claim under the Buyer Compliant Policy within the time specified by PayPal. If you fail to respond to PayPal's request for more information then PayPal will not continue to process your claim or otherwise assist you in relation to your complaint and the claim will be closed and may not be reopened.
-
Limitations.
-
One Claim Per PayPal Payment.
You may only make one claim under the PayPal Buyer Complaint Policy per PayPal payment. If you purchase multiple items with a single payment, you must include all of your concerns in a single claim under the PayPal Buyer Complaint Policy.
-
Correctly Identify Your Claim Type.
If your purchase meets the eligibility requirements for the PayPal Buyer Complaint Policy set out in this policy, you may file a claim.
A claim under the PayPal Buyer Complaint Policy may generally not be edited or changed after it has been filed unless PayPal exercises its discretion to allow you to change your initial claim.
-
eBay purchase protection program claims.
Some eBay websites may offer eBay purchase protection programs or similar benefits. You may not file a claim with both PayPal and eBay for the same transaction. If you receive a discretionary payment from PayPal under the PayPal Buyer Complaint Policy then you will not be entitled to file a claim with eBay. If you receive a discretionary payment from eBay under an applicable eBay purchase protection program then you will not be entitled to file or proceed with a claim with PayPal. If you receive payments from both eBay and PayPal then PayPal reserves the right to recover any payment it has made.
-
Credit Card and Chargeback rights.
Where you used a credit card or debit card to fund a PayPal purchase, your card issuer may also offer a program under which you may be able to recover your payment. You can choose to file a dispute through our Online Dispute Resolution Centre and escalate the dispute into a claim under the Buyer Complaint Policy or you can choose to exercise your chargeback rights directly with your credit or debit card company. However, you cannot pursue both at the same time or seek a double recovery. If you initiate a dispute through the PayPal Online Dispute Resolution Centre and you then also file a chargeback directly with your credit card company/card issuer, PayPal will cancel your dispute or claim, and you will have to rely solely on any chargeback rights which you may have. If you receive payments from both PayPal and a card issuer, PayPal reserves the right to recover any payment it has made under this policy.
-
Availability of the Buyer Complaint Policy.
PayPal reserves the right to change or discontinue the PayPal Buyer Complaint Policy in its sole discretion at any time and without notice.
This Policy applies to all payments effected using PayPal prior to 12.01am AEST on
17 June 2008.
PayPal Buyer Protection Policy and Buyer Complaint Policy
|
This Policy was last modified on 12 March 2008. This Policy is effective for all purchases made on or after 7 June 2007.
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General. PayPal has two programs to assist buyers and sellers in resolving disputes.
- PayPal Buyer Complaint Policy.
- PayPal Buyer Protection Policy.
-
PayPal Buyer Complaint Policy. PayPal Buyer Complaint Policy is our program to assist buyers in recovering payments made to non-eBay sellers when goods are purchased but not delivered to the buyer (item not received). In order to qualify under the PayPal Buyer Complaint Policy, your purchase must meet all of the eligibility requirements below, and you must comply with all of the buyer responsibilities below.
If you are eligible under this policy, PayPal will make its best efforts to recover your payment from the seller, but recovery of your payment is not guaranteed. Your recovery is limited only to the amounts that PayPal is able to recover from the seller.
-
PayPal Buyer Protection Policy. PayPal Buyer Protection Policy is our program to reimburse buyers for payments made to sellers on an eligible eBay website when: (a) goods are purchased but not delivered to the buyer (item not received), or (b) goods are delivered but are "significantly not-as-described" in the listing. If you are eligible under the PayPal Buyer Protection Policy, PayPal will first try to recover your payment from the seller. If PayPal is unable to recover your payment from the seller, PayPal will pay you the maximum amount of coverage for which your transaction qualifies. In order to qualify under the PayPal Buyer Protection Policy, your purchase must meet all of the eligibility requirements below, and you must comply with all of the buyer responsibilities below.
-
Amount of Coverage - PayPal Buyer Protection Policy. If the item you purchases is eligible under the PayPal Buyer Protection Policy, the amount of coverage that PayPal will provide to you depends on two factors: (a) whether your purchase is eligible for Top Tier or Basic Tier coverage, and (b) from which eBay website that you made the purchase.
-
Protection Levels. PayPal Buyer Protection Policy provides two levels of protection: “Top Tier” and a “Basic Tier”.
-
Top Tier: The item you purchased is eligible for Top Tier protection if:
- The seller's eBay feedback rating is 50 or above, and at least 98% positive.
- The item listed on an eBay website had a notation next to it stating that it may be eligible to receive the applicable amount for Top Tier protection as listed below.
- The seller has a Verified Premier or Verified Business Account in good standing,
- the listing was on an eligible eBay website, and
- The seller is a PayPal User from one of the following countries:
| - Argentina |
- Italy |
| - Austria |
- Jamaica |
| - Australia |
- Japan |
| - Belgium |
- Korea |
| - Brazil |
- Mexico |
| - Canada |
- Netherlands |
| - Chile |
- New Zealand |
| - China |
- Norway |
| - Czech Republic |
- Poland |
| - Denmark |
- Portugal |
| - Ecuador |
- Singapore |
| - Finland |
- Sweden |
| - France |
- Spain |
| - Germany |
- Switzerland |
| - Greece |
- Taiwan |
| - Hong Kong |
- Thailand |
| - Hungary |
- United Kingdom |
| - India |
- United States |
| - Ireland |
- Uruguay |
-
Basic Tier: If your item qualifies under the PayPal Buyer Protection Policy, but does not qualify for Top Tier protection, you will receive Basic Tier protection.
-
Eligible eBay Website. This chart shows the maximum amount of protection that you will receive based on the website from which you made your purchase.
|
Country
|
Eligible eBay Website
|
Basic Tier
|
Top Tier
|
Australia
|
www.eBay.com.au
|
$400.00 AUD
|
$3,000.00 AUD
|
Austria
|
www.eBay.at
|
€1,000.00 EUR
|
Not Applicable
|
Belgium
|
www.eBay.be or www.befr.ebay.be
|
€200.00 EUR
|
€1,000.00 EUR
|
Canada
|
www.eBay.ca or www.cafr.ebay.ca
|
$315.00 CAD
|
$2,000.00 CAD
|
France
|
www.eBay.fr
|
€200.00 EUR
|
€1,000.00 EUR
|
Germany
|
www.eBay.de
|
€1,000.00 EUR
|
Not applicable
|
Ireland
|
www.eBay.ie
|
€200.00 EUR
|
€1,000.00 EUR
|
Italy
|
www.eBay.it
|
€200.00 EUR
|
€1,000.00 EUR
|
Netherlands
|
www.eBay.nl
|
€200.00 EUR
|
€1,000.00 EUR
|
Spain
|
www.eBay.es
|
€200.00 EUR
|
€1,000.00 EUR
|
Switzerland
|
www.ebay.ch
|
1,500.00 CHF
|
Not applicable
|
The United Kingdom
|
www.ebay.co.uk
|
£150.00 GBP
|
£500.00 GBP
|
The United States
|
www.ebay.com
|
$200.00 USD
|
$2,000.00 USD
|
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Eligibility Requirements. In order for your transaction to be eligible under the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy, all of the following requirements must be met:
-
Purchase a Qualifying Item. Your purchase must be for a tangible, physical good that can be shipped. The following items are not eligible under either the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy: intangibles, services, licences and other access to digital content, live auctions, vehicles, airline flight tickets, and items prohibited in the PayPal Acceptable Use Policy.
-
Purchase from an Eligible eBay Website. The PayPal Buyer Protection Policy is only available for purchases made on the eligible eBay websites listed above. The decision whether to offer coverage under the PayPal Buyer Protection Policy on a given listing is at PayPal's sole discretion. If coverage under the PayPal Buyer Protection Policy is not offered at the time the seller posts the listing, the decision cannot be appealed. (This requirement does not apply to the PayPal Buyer Complaint Policy.)
-
PayPal Account You must have a PayPal account that is in good standing.
-
Payment Requirements. You must use PayPal as your funding source when you make the payment. You must send a single payment for the full price of the item to the PayPal account specified by the seller in the listing. For PayPal Buyer Protection coverage you must either use the "Pay Now" button to send the payment, or associate the payment with the eBay listing by entering the number into the PayPal payment instructions. If you send the payment to a different PayPal account or use a payment method other than PayPal, even at the seller's request, the transaction will not be covered by the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy.
-
File a Dispute/Escalate to a Claim. In order to qualify under the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy, you must first file a dispute online in the PayPal Resolution Centre and attempt to resolve the dispute with the seller. The dispute must be filed within 45 calendar days of the date that you made the payment to the seller. In addition, you must escalate the dispute to a claim within 20 calendar days of the date you filed the dispute. Once you escalate the dispute into a claim, PayPal will evaluate your claim to see if you are eligible under either the PayPal Buyer Complaint Policy, or the PayPal Buyer Protection Policy. (Registered buyers in Germany are not required to file a dispute prior to filing a claim. Instead, such buyers may go directly to the claim phase, but must file a claim within 45 calendar days of the date of the payment in order to qualify for the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy.)
-
Disputes / Claims.
-
Reasons to File a Dispute.
-
The seller did not deliver the promised goods. Buyers should wait a reasonable amount of time - at least a week - to receive the item, before filing a dispute for item not received.
-
The item delivered by the seller is 'significantly not-as-described' in the item listing. 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 merely disappointed with the item or where the item did not meet your expectations. Reasons that an item may be considered 'significantly not-as-described' include, but are not limited to, the following:
- ) The item is a completely different item to that which was presented by the seller in the listing, e.g. 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; or an empty box;
- ) The condition of the item is significantly different. For example, if the item has clearly been used multiple times rather than 'almost new' or 'still in box' or is obviously repackaged rather than 'mint';
- ) The item is unusable and was not disclosed as such. For example, if there are missing major parts or components, will not function or turn on, or spoiled or past a relevant date. (NOTE: this applies to the item in its received state, no matter what the condition when it was sent.);
- ) The item is not authentic and was not disclosed as such. For example, if a fake or pirated item that was advertised as authentic or a completely different or inferior brand of a similar product; or
- ) The item is missing a major portion or quantity. For example, if the buyer ordered 4 dozen golf balls but only received 1 dozen or 4 golf balls or the item is missing a primary component, like a blender missing a top or coffee maker missing the bottom plate.
An item is not considered 'significantly not-as-described' if:
- ) The item fits into one of the 'significantly not-as-described' categories but was reasonably and prominently described in the listing as such. For example, if the listing states one of the following: "Item is being sold as is," "Item may not work properly," "Item is missing some parts," or "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. For example, if the item is a different colour than advertised (e.g. the item is aqua-marine but was advertised as teal);
- ) The item did not meet your expectations; or
- ) Item has minor scratches but was listed as 'in used condition'.
Please note that these are representative examples. 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 'significantly not-as-described', we encourage the buyer and seller to find an equitable solution. PayPal reserves the right to make a decision on 'significantly not-as-described' if the buyer and seller cannot agree. Once PayPal has made a decision on a 'significantly not-as-described' item, for the purposes of the PayPal Buyer Protection Policy that decision is final and cannot be appealed.
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Dispute and Claim Process. Once you file a dispute as a buyer, PayPal will notify the seller of the dispute, and while the dispute is open, you and the seller are able to access the details of the dispute via the resolution centre and post messages to each other in connection with the dispute. Any messages you post are viewable by PayPal and the other party to the dispute. If you escalate the dispute to a claim, PayPal may review and use the content of all posted messages to evaluate your claim. You may not post any message that is offensive, discourteous, false, misleading, profane, abusive, threatening or otherwise inappropriate.
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Buyer Responsibilities.
- You must respond to any PayPal inquiries regarding the claim within the time specified. If you fail to respond to PayPal's request for more information, your claim will be cancelled and you will not receive a refund.
- If you file a claim for a 'significantly not-as-described' item, we may require you to ship the item at your expense to the seller, to PayPal, or to a third party designated by PayPal. In addition, we may require you to obtain documentation from a qualified third party to substantiate your claim, or to verify that you have destroyed the item if we request you to do so. In some instances, we may require you to supply a copy of a police report substantiating your claim.
- If we ask you to ship the item, you will be required to show proof of shipment.
- Buyers in Australia may show proof of shipment by providing PayPal with any of the following:
- ) A faxed copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or
- ) A shipping code that PayPal can use online to view the shipping status and the buyer's delivery address. You can get this from TNT, DHL, FedEx, and other carriers, or
- ) A receipt issued by the carrier that is signed by the recipient acknowledging delivery.
- Buyers in the United States and Canada must use an online-trackable shipping method and will be asked to provide the tracking number to PayPal. For transactions of $250.00 USD or more (or equivalent in the transaction currency), you will be required to provide an online proof-of-receipt in the form of a signature from the recipient.
- Buyers outside of the United States, Canada, and Australia are required to use an online-trackable shipping method if one is available.
- If you are required to send the item to PayPal, you agree to transfer the ownership of the item to PayPal and if requested, provide all reasonable assistance in ensuring that the transfer of ownership takes place.
- If you and the seller agree to a refund amount that is less than the amount of the original transaction, and the seller provides you the refund, PayPal will consider your claim/dispute to be successfully resolved.
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Seller Resposibilities.
- You must respond to any PayPal enquiries regarding a claim filed against you within the time specified. If you fail to respond to PayPal's request for more information, you forfeit your right to appeal and the refund will be paid to the buyer from your PayPal account.
- If a buyer initiates a dispute for an amount greater than $100.00 USD (or the equivalent in the transaction currency), PayPal will place the disputed amount (to the extent it remains in the seller's account) on hold until the dispute/claim is resolved.
- If PayPal decides a claim for "significantly not as described" in favour of the buyer, you may appeal PayPal's decision only if the item was returned to you from the buyer in a condition other than its condition when you shipped it to the buyer (more than the normal wear from posting).
- If the buyer claims that the item was not received, you will be asked to provide proof of shipment. If we ask you to ship the item, you will be required to show proof of shipment. You may show proof of shipment by providing PayPal with any of the following:
- ) A faxed copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or
- ) A shipping code that PayPal can use online to view the shipping status and the buyer's delivery address. You can get this from TNT, DHL, FedEx, and other carriers, or
- ) A receipt issued by the carrier that is signed by the recipient acknowledging delivery.
- In the event that a PayPal Buyer Complaint Policy claim is decided in the buyer's favour, you are responsible for reimbursing the buyer for the amount of the payment. In addition, if a PayPal Buyer Protection Policy claim is decided in the buyer's favour, you are responsible for reimbursing PayPal for the amount refunded to the buyer. This could mean that your PayPal account balance may reflect an amount owing to PayPal, and your account access may be limited. In the event that a claim is filed against you, we recommend keeping sufficient funds in your PayPal account to cover the refund of the payment and avoid your balance becoming negative.
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Limitations.
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One Reimbursement Per Listing. You may only receive one PayPal Buyer Protection Policy reimbursement per eBay listing. For multiple-listings under one PayPal payment, each qualified listing is eligible for up to the maximum amount of coverage.
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One Claim Per Payment. If you claim qualifies for the PayPal Buyer Protection Policy, you may file a claim for either: (a) item not received, or (2) item significantly not as described. You are not permitted to file a claim for "item not received" and then change it to "item not described" (or vice versa) even if circumstances change. In addition, if you purchase multiple items with a single payment, you must include all of your concerns in a single claim. A PayPal Buyer Protection Policy claim may not be edited or changed after it has been filed.
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Single PayPal or eBay Claim. You may not file a claim with both PayPal and eBay for the same transaction. If your PayPal Buyer Protection claim is paid, any eBay claim will be refused. If your PayPal claim is refused, your eBay claim will also be refused.
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Decisions are final. Once PayPal has decided a claim, it cannot be reopened.
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Availability. PayPal reserves the right to change or discontinue the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy in its sole discretion at any time and without notice. All payments made under these Policies will be made a PayPal's sole discretion. Pending claims at the time of any such discontinuance will continue to be processed until a final decision is reached.
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eBay Standard Purchase Protection Program.If you make a purchase from one of the eBay websites listed below, you may be eligible for the eBay Standard Purchase Protection Program ("eBay SPPP") instead of the PayPal Buyer Protection Policy. The eligibility requirements for eBay SPPP are the same eligibility requirements for PayPal Buyer Complaint Policy as listed above. eBay Standard Purchase Protection Program is our program to reimburse buyers for losses up to the applicable coverage amount minus the processing cost for purchases made on the eBay SPPP websites. The final price of the item purchased must be over the applicable processing cost. Multiple listings cannot be combined into one claim to become eligible, even if purchased from the same seller. Buyers may submit up to three eBay Standard Purchase Protection Program claims per six-month period.
| Country |
eBay SPPP Website |
Coverage Amount |
Processing Cost |
| Hong Kong |
www.ebay.com.hk |
$1,500.00 HKD |
$200.00 HKD |
| New Zealand |
www.ebay.com/nz/ |
$300.00 NZD |
$40.00 NZD |
| Poland |
www.ebay.pl |
650.00 PLN |
80.00 PLN |
| Singapore |
www.ebay.com.sg |
$320.00 SGD |
$40.00 SGD |
| Sweden |
www.eBay.se |
1,600.00 SEK |
200.00 SEK |
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Relationship between PayPal Buyer Complaint Policy, PayPal Buyer Protection Policy and your Credit Card Chargeback Rights.The following information relates to reimbursement for losses from purchases where you used a credit card to fund a PayPal purchase:
- Credit card chargeback rights, if they apply, are broader than the PayPal Buyer Complaint Policy and the PayPal Buyer Protection Policy. Chargeback rights are not limited to $2,000 per transaction, can be filed more than 45 days after the payment, and may cover unsatisfactory items even if they are not Significantly Not as Described.
- You can choose to file a dispute through our Online Dispute Resolution Centre and escalate the dispute into a claim or you can choose to exercise your chargeback rights. However, you cannot pursue both at the same time or seek a double recovery. If you initiate a dispute through the Online Dispute Resolution Centre and you then, while the dispute or claim is pending, file a chargeback, PayPal will cancel your dispute or claim, and you will have to rely solely on your chargeback rights.
- If you close your dispute or it is otherwise closed, or if you cancel a claim or it is denied or results in no refund, you may still be able to pursue your chargeback rights.
- If you timely file a dispute and then escalate it to a claim, and we do not complete processing of that claim until after your credit card issuer's imposed deadline for filing a chargeback or after your bank's deadline for filing a dispute, and you recover less than the full amount you would have been entitled to recover from the credit card issuer or the bank, we will reimburse you for the remainder of your loss (minus any amount you have already recovered from the seller or PayPal. PayPal reserves the right to contest chargebacks, in accordance with the rules of the applicable card issuer or card association.
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