![]() Make sure to familiarize yourself with PayPal's location-specific User Agreement before contacting them. Shopify is unable to manage or access your PayPal account. If you're having issues with a PayPal transaction, then you should contact PayPal. If you're outside the United States, then check your locations's PayPal User Agreement for a list of items that aren't covered by Seller Protection. PayPal provides a detailed list of items and transactions that aren't covered by Seller Protection for the United States. Items not covered by PayPal Seller Protection You must provide proof of shipment or delivery for the item.The payment must be rated as Eligible on the transaction page.Additional requirements for unauthorized transactions If the payment is for a preordered item, then you need to ship within the timeframe that you specified in the item listing. PayPal recommends shipping the item within 7 days of payment receipt. The payment must be rated as Eligible or Partially eligible on the transaction page for chargebacks.Additional requirements for item not received Check your location's PayPal User Agreement for eligibility criteria outside the United States. These criteria are specific to the United States. Your store must be based in the United States.You must respond to Paypal's request for documentation or other information promptly.Choose the payment you want to report and click Continue. ![]() To report unauthorized activity on the web: Go to the Resolution Center. You have 180 days to report an unauthorized transaction. The item must be shipped to the same address that appears on the transaction and order pages under Shipping address. If you notice a payment that you didn't authorize, let us know right away through our Resolution Center.The item must be a physical good that can be shipped. Click on your profile icon on the top-left corner of the screen, and choose Help > Resolution Center > Report a problem.In some cases, the changes that you make can cause an order's rating to change to Partially eligible. If you edit an order after it's been deemed Eligible for PayPal Seller Protection, then the order is evaluated again. To be eligible for Seller Protection you need to meet all the basic requirements, and also the additional requirements for items not received and unauthorized transactions.
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