"Unauthorized Transaction"

There’s a transaction, but the accountholder claims that he or she didn’t authorize payment.

"Item Not Received"

A buyer pays for an item, but claims he or she didn’t receive it.

Protected transactions

We cover physical goods (not digital items or services) that are sold and shipped with proof of delivery from within the United States to buyers around the globe. To help ensure you’re protected, ship within 7 days to the address indicated in the transaction details, and provide an accurate delivery estimate. Be upfront about all the details of the item – specifically defects, use, and abnormalities.

What are the requirements for Seller Protection?

Initial Requirements

• Ship to the address on the Transaction Details page. If the item was sold through your site, make sure you’re shipping the item to a confirmed address.
• The item sold must be a physical, tangible item that can be shipped. This means intangible items such as digital goods and services aren’t covered.
• If we request documentation or other relevant information, we ask that you respond promptly (typically within ten business days).
• Your permanent address (listed in your pallapay account) must be in the United States.

Additional Requirements

For “Item Not Received” cases:

• The payment must be marked “eligible” or “partially eligible” on the Transaction Details page.
• You must provide online tracking to be eligible for protection.

For “Unauthorized Payment” cases:

• The payment must be marked “eligible” on the Transaction Details page.
• You must provide Proof of Delivery or Proof of Shipment as described below.

What isn’t covered by Seller Protection?

Most pallapay transactions are covered as long as they follow these requirements. However, there are instances where Seller Protection doesn’t apply:

• Claims, chargebacks, or reversals filed because the item is significantly different from how it was described (e.g. you described an item as “new,” but sent a used one).
• Intangible purchases like services, digital goods, etc.
• Items picked up locally or in person.
• Transactions made through pallapay Direct, Virtual Terminal, pallapay Business, or pallapay Here.
• Instances where you receive multiple payments for an item.
• Claims filed directly through an eBay account.
• Prohibited items such as drug paraphernalia, ammunition/firearms, or counterfeit goods.
• First Class Mail International, since the receipt only shows the address the order was delivered to – not the customer's address.

These eligibility requirements for coverage can also be found in the Seller Protection section of our User Agreement.

What is Proof of Delivery?

Proof of Delivery is online documentation from a shipping company that includes all of the following:

• The item’s status as delivered.
• The date the item was delivered.
• The recipient's address, showing at least the city and state, or city and country, or zip/postal code (or international equivalent). The address information on your shipping receipt must match the address on the Transaction Details page.
• Signature Confirmation, if the full amount of the payment (including shipping and taxes) is $750 USD or more. This is documentation that can be viewed at the shipping company’s website and indicates that the item was signed for on delivery.

What is Proof of Shipment?

Proof of Shipment is online or physical documentation from a shipping company that includes all of the following:

• The shipping company.
• The date the item was shipped.
• The recipient’s address, showing at least the city and state, or city and country, or zip/postal code (or international equivalent). The address information on your shipping receipt must match the address on the Transaction Details page.

What can you do ahead of time to be covered by Seller Protection?

Before you ship your customer’s order, check to see if your transaction is eligible for Seller Protection.

• If it's eligible, great. You don’t need to do anything to register beforehand for coverage.
• The date the item was shipped.
• The recipient’s address, showing at least the city and state, or city and country, or zip/postal code (or international equivalent). The address information on your shipping receipt must match the address on the Transaction Details page.
• If your transaction isn’t eligible or is only partially eligible, please note that you bear responsibility for any problems or losses. So exercise caution, and review your orders carefully for any indication of fraud.

Tips for secure sales with pallapay

• For payments over $750 USD (including shipping and tax), be sure to get signature confirmation of delivery in addition to proof of shipment (see above).
• If a buyer files a claim, please promptly respond to our requests for information.
• Ship the item to the shipping address listed on the pallapay Transaction Details page.

What can Seller Protection do for you if a customer files a claim?

First, log in to your account to see if the transaction was eligible or partially eligible. Even if we can’t cover you for the transaction, responding in the Resolutions Center makes it easier for us to help you through the claim.