PaisaPay Seller Protection Program aims to address the grievances of sellers arising due to refund given to a buyer through Refund Claim System subject to conditions mentioned in this program.

In such cases the seller can seek protection by emailing clear copy of the Delivery Proof to PaisaPayProtection@eBay.com as provided below within 14 days of the refund claim closure in favour of the buyer.

Requirements on Delivery Proof

• The Delivery Proof should be in the form of:

  • Proof of Dispatch in case the shipment is trackable online on the website of the shipping company or

  • Signed Proof of Delivery in case the shipment is not trackable online

• The Proof of Delivery should mention the buyer’s full address.

• In case of Delivery Proof submitted in form of signed Proof of Delivery, it should mention recipient name and phone number

• The Proof of Dispatch or the Proof of Delivery provided for this purpose should have the same Airway Bill number as mentioned in the “Shipment Details” in PaisaPay Facility.

• In case of Transaction Price of an item exceeding Rs. 5,000, the shipment must be trackable online.

• Seller should mention the PaisaPay ID on the Delivery Proof while emailing to PaisaPay Facility.

This redressal facility does not cover (please note that these are only illustrative examples and not an exhaustive list of instances. eBay International AG has the full right and discretion to decline any redressal request):

• Refund claims that are initiated automatically by the PaisaPay Facility due to non-entry of shipping details by Seller in PaisaPay Facility within prescribed timelines.

• Transactions involving intangible goods or Delivery by non physical delivery modes (e.g. digital delivery like delivery by email, electronic transfer, SMS, voice mode, etc)

• Transactions where the Delivery was made by hand or through a non-courier / postage method.

• Items damaged or lost in shipping

• Cases where the courier company returns the packet to the Seller due to non-delivery for reasons like buyer non available, wrong delivery address and buyer’s refusal to accept the packet, etc.

Obligations on part of the seller:

• The seller should have delivered the item exactly as specified in the concerned listing on www.ebay.in with the shipping timelines given by PaisaPay Facility to the buyer’s shipping address provided in the order.

• The seller should have contacted eBay Customer Support within the time allowed to revert on such refund claims (5 days from date of such claim being raised)

• Seller should have correct contact details on www.ebay.in to enable eBay to contact the Seller if needed.

Maximum limit on number of claims

• A seller can seek redressal for up to a maximum of two claims per calendar month.

Seller specific conditions

• Current open eBay Disputes at the time of filing for redressal should be less than 5.

• Buyer initiated refund claims should be less than 5 in last two calendar months.

• No active restriction on the eBay or PaisaPay account due to policy violation at the time of filing for redressal.

• No money should be overdue to eBay International AG in the form of charges at the time of filing for redressal.

• During processing a redressal, eBay International AG may require the seller to complete additional verification in form of KYC if not completed already. In such cases the seller must complete KYC with seven days of it being required by eBay International AG failing which the redressal request shall be rejected.

Item specific conditions

• The item should be legal and in accordance with eBay's Listing Policies, User Agreement, PaisaPay Seller Terms and Conditions, and PaisaPay Rules and Policies .

• The listing for which protection under this Program is needed should not discourage use of PaisaPay in any manner.

Additional instances (only illustrative examples) where the redressal may not be processed:

• In case the Seller does not meet any of the conditions mentioned in this Program.

• If the seller has not completely fulfilled the obligation(s) as required in the order placed by the buyer.

• In case the seller misrepresented or provided false shipment proof. In such cases the seller may be excluded from this Program permanently in addition to other consequences that may be attracted under eBay User Agreement, PaisaPay Seller Terms and Conditions, PaisaPay User Agreement, applicable laws etc.

• In case the buyer shipped the items back to the seller.

Once the claim is received within the 14 days period, eBay International AG would make a decision based on the evidence on record. eBay International AG’s decision in such case will be final.

eBay International AG, at its sole and absolute discretion is currently providing PaisaPay Seller Protection Program and reserves the right to discontinue or modify this Program anytime at its sole and absolute discretion without assigning any reason and without any prior communication. Therefore, it is recommended that you visit, read and understand this Program on each occasion before sending your redressal requests.

Redressal under PaisaPay Seller Protection Program is not a right of Seller but a discretionary benefit granted by eBay International AG. Seller shall not have any claim or cause against eBay International AG or its service providers for anything contained or carried out under this PaisaPay Seller Protection Program. eBay International AG completely disclaims any and all warranties either express or implied or direct or indirect or by course of conduct in relation to or in connection with this PaisaPay Seller Protection Program. eBay International AG’s liability to Seller for any reason or cause under this or arising out of PaisaPay  Seller Protection Program is NIL / ZERO.

Non Waiver:
No actions or decisions by eBay International AG under this Program shall waive any rights or claims of eBay International AG or its service provider against the Seller.