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PayPal's Purchase Protection Program
PayPal's Purchase Protection Program
Last updated on January 26, 2026
When you buy something from a seller who accepts PayPal, you may be eligible for a refund under PayPal’s Purchase Protection program, which terms and conditions are set forth herein and form part of the user agreement. When applicable, PayPal’s Purchase Protection program may result in coverage for the full purchase price of the item plus the original shipping costs you paid, if any. PayPal determines, in its sole discretion, whether your claim is eligible for the Purchase Protection program based on the eligibility requirements, any information or documentation provided during the resolution process, or any other information PayPal deems relevant and appropriate under the circumstances. PayPal’s original determination is considered final, but you may be able to file an appeal of the decision with PayPal if you have new or compelling information not available at the time of the original determination or you believe there was an error in the decision-making process.
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal’s Purchase Protection program does not entitle you to coverage for the return shipping costs that you may incur.
PayPal’s Purchase Protection program may apply when you encounter these specific problems with a transaction:
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You didn’t receive your item from a seller (referred to as an “Item Not Received” claim), or
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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 is described below under Liability for Unauthorized Transactions and Other Errors.
QR Code and In-Person Transactions
If you buy something online using a digital QR code, or in person by scanning a PayPal goods and services QR code, your transaction may be eligible for PayPal’s Purchase Protection program.
However, PayPal’s Purchase Protection program does not apply to payments made in person using PayPal World via QR code.
For non-QR code payments, your purchase is not eligible for Item Not Received claims if you use PayPal or PayPal World to pay in person, or if you order online, but collect the item in person, or arrange for it to be collected on your behalf. Your purchase may be eligible for protection if the item you pick up is Significantly Not as Described.
Item Not Received Claims
In addition to the exclusions on Item Not Received claims, you will not qualify for a refund under PayPal’s Purchase Protection program for an Item Not Received Claim if the seller has provided proof of shipment or delivery.
Significantly Not as Described Claims
An item may be considered Significantly Not as Described if:
- The item is materially different from the seller’s description of it.
- You received a completely different item.
- The condition of the item was misrepresented. For example, the item was described as “new” but the item was used.
- The item was advertised as authentic but is not authentic (i.e. counterfeit).
- The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
- You purchased a certain number of items but didn’t receive them all.