rétrofacturation PayPal : conditions générales, frais et protection des vendeurs

A PayPal chargeback is a card-issuer dispute over a payment processed through PayPal. PayPal helps the seller respond through its case workflow, while the card issuer decides the chargeback.

Keep three questions separate: where the complaint was filed, what evidence answers it, and whether Seller Protection applies. A protection exclusion does not automatically mean you cannot challenge a cardholder’s claim.

Identify the Complaint Before Responding

For platform disputes and claims, use the PayPal disputes guide. Chargebacks are initiated outside PayPal, but they do not bypass the merchant’s PayPal response process. PayPal’s chargeback help page explains how to select a case and respond in the Resolution Center.

Check Seller Protection for the Specific Transaction

The U.S. Seller Protection terms distinguish unauthorized transactions from item-not-received claims and set transaction, fulfillment, and response requirements. The U.S. program excludes item-not-received claims filed directly with a card issuer. That exclusion is different from saying all PayPal nonreceipt claims are excluded or that delivery evidence cannot support a chargeback response.

Review the transaction’s eligibility indication, the claim type, and the terms for your account’s country. Digital goods and services have their own proof requirements. A familiar buyer or a completed payment status is not a substitute for checking eligibility.

• Save the case ID, transaction ID, amount, currency, and displayed response deadline.
• Check the transaction’s protection status and any additional evidence request.
• Preserve the order address and fulfillment records as they existed at purchase.
• Document whether the case outcome and any protection coverage produce separate balance entries.

Submit Proof That Answers the Buyer’s Claim

For an item-not-received chargeback, connect tracking to the purchased item and destination. Explain split shipments or a revised delivery agreement. A delivery scan is relevant, but it does not answer every possible delivery complaint.

For an item-not-as-described chargeback, show the original description, the alleged discrepancy, and what you offered to resolve it. For unauthorized transactions, assemble relevant authorization and customer records instead of treating fulfillment as proof of consent.

If you already refunded the payment, include the refund reference and amount. Keep the response factual and use a consistent evidence structure with case-specific exhibits. Avoid labeling the buyer dishonest when the records only show an unresolved disagreement.

Reconcile Fees Without Assuming a Universal Price

PayPal’s chargeback help page explains that fees depend on the currency received and that qualifying Seller Protection can cover the chargeback amount and waive the chargeback fee. Check your local agreement and the actual case entries before treating a fee as unavoidable or refundable.

Record the initial hold or debit, any refund, chargeback fee, released funds, and protection credit separately. Use the distinction between chargebacks and refunds to prevent a second reimbursement after a case has already reversed the payment. If the customer says they withdrew the case, continue following its instructions until its status changes.

Make the Next Case Easier to Resolve

You can complement PayPal’s workflow with automated chargeback recovery to connect available evidence and manage responses through supported integrations.

Foire aux questions

Does PayPal decide a card chargeback?

The card issuer decides a PayPal card chargeback. PayPal provides the seller’s case workflow and can forward relevant transaction evidence.

Does PayPal Seller Protection cover every chargeback?

PayPal Seller Protection does not cover every chargeback. Eligibility depends on the transaction, claim type, account country, and applicable requirements. U.S. terms exclude item-not-received claims filed directly with a card issuer.

Can I challenge a PayPal chargeback without Seller Protection?

A PayPal chargeback may still be challengeable when Seller Protection does not apply. Check the case options and submit relevant evidence by the displayed deadline. Protection coverage and the issuer’s decision are separate questions.