Seller Protection

With key points, we provide you with vendor protection to ensure that your business continues and your rights are protected.
Buyer Protection Seller Protection Acceptable Use Policy User Agreement Privacy AML
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).
  • You must maintain records of your business transactions if we asked you to prove the completion of the deal.
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's not covered by Seller Protection?
Most Paysilk 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 Paysilk Direct, Virtual Terminal, Paysilk Business, or Paysilk Here.
  • Instances where you receive multiple payments for an item.
  • 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.
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.