PayPal Purchase Protection

When you pay for an eligible item from your PayPal account and you don't receive your order, or it shows up significantly different than described, you may be eligible for a refund under PayPal’s Purchase Protection program.

PayPal’s Purchase Protection program may apply when you encounter these specific problems with a transaction:

You didn’t receive your item from a seller (referred to as an “Item Not Received” claim), or

You received an item, but the item isn’t what you ordered (referred to as a “Significantly Not as Described” claim).

If you believe that a transaction made through your PayPal account was not authorized by you, this type of claim is different from the Purchase Protection program, and you should contact PayPal customer service immediately.

Learn more about Purchase Protection program requirements.

Eligible items include physical items like clothing, household electronics and housewares as well as certain intangible items like event tickets and hotel reservations. Terms and limitations apply. Check eligibility.

• If you didn’t receive your item from a seller (referred to as an “Item Not Received” claim), a dispute must be opened within 180 days of the date you sent the payment to the seller.
• If you received an item, but the item isn’t what you ordered (referred to as a “Significantly Not as Described” claim), a dispute must be opened within 180 days of the date you sent the payment to the seller.

If you’re unable to resolve a transaction related issue directly with a seller, you must follow our online dispute resolution process through the Resolution Center to pursue a claim under our Purchase Protection program.