Safer Payment details

More Comprehensive Seller Protection Now Available for Hong Kong Sellers!

New Resolution Process

Protection 1: Payment Review for All Transactions

Protection 2: Expanded Seller Protection for Transaction Disputes

What Sellers Should Do

Shipment Tracking Information

Payment Holds for eBay Items

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Protection 1: Payment Review for All Transactions

PayPal will review all the payments made by eBay buyers. Sellers will receive safety alerts on the "Transaction Details" page or via emails within minutes. The alerts tell sellers whether the payment is secure and whether they should deliver the items.

If the payment is considered safe, PayPal will:

Tell sellers that they can ship the item to the buyer.

Remind sellers to ship to a confirmed buyer address, use a shipping service with signature confirmation, save item tracking information and proof of delivery.

Show whether the transaction is eligible for the Seller Protection programme.

If the payment is considered insecure, PayPal will:

Ask sellers not to ship the item until the whole payment review process is completed.

Further review the payment within 24 hours.

Contact sellers as soon as a decision is reached and suggest sellers what they should do next.

If sellers ship the item before PayPal decides that the payment is secure, the transaction will not be eligible for Seller Protection.

When the payment review is completed, PayPal will give sellers the following alerts:

For safe payment: sellers can ship the item

For fraud or unauthorised payment: sellers should not ship the items to avoid unnecessary loss.

Protection 2: Expanded Seller Protection for Transaction Disputes

In case of claims, chargebacks or reversals for eligible transactions*:

PayPal will place a temporary hold on the funds in the seller's account.

The frozen funds will be shown as “Processing” in the seller’s PayPal account.

If the transaction meets the criteria of Seller Protection, PayPal will release the hold and restore your access to the funds,or

PayPal will remove the funds from your account and return the payment to the buyer.

*Eligible Transactions:

Unauthorised payments

To be eligible for protection against claims, chargebacks, and reversals for unauthorised payments, be sure to follow all the terms and conditions, including:

The transaction must be marked as eligible for Seller Protection on the “Transaction Details” page.

The item must be a physical, tangible good that can be shipped.

Ship the item to the shipping address on the “Transaction Details” page.

Provide proof of shipment.

Respond to PayPal’s requests for documentation and other information in a timely manner.

Items not received

To be eligible for protection against chargebacks and claims for items not received, be sure to follow all the terms, including:

The transaction must be marked as eligible or partially eligible for Seller Protection on the "Transaction Details" page.

The item must be a physical, tangible good that can be shipped.

Ship the item to the shipping address on the “Transaction Details” page.

Provide proof of delivery that is viewable online.

Provide a signature confirmation that is viewable online if payment is $250 USD or more.

Ship within 7 days of payment, or within the date specified in your listing or website for pre-ordered and made-to-order goods.

Respond to PayPal’s requests for documentation and other information in a timely manner.

What Sellers Should Do

In the event of claims, chargebacks, or reversals by buyers for “Unauthorised payments” or “Items not received”:

1. Log in to your PayPal account. Then go to ‘Resolution Centre’ page and click ‘Resolve Claim Now’.

2. Choose a tracking method that you can provide.

3. Fill in tracking number and other information.

4. Upload or fax proof of shipment.

Shipment Tracking Information for Hong Kong Sellers:

Here are some examples of Proof of Shipment and Proof of Delivery. Proof of Delivery, showing you the documentation that you may need to provide in the event a chargeback, reversal, or claim arises.

Proof of Shipment (POS):

Information required for authorized payments/chargebacks:

You’ll need to provide documentation via fax, upload or entered (if online tracking number) in the resolution center that shows:

Status as shipped or delivered, or shows a postmark

Date of shipment

Recipient’s address, showing at least city, zip code, state, or country (or equivalent)

Note : PayPal's ability to successfully resolve claims and chargebacks relies on the information you provide. Providing all the useful information you can, may increase your chances of successfully recovering the funds, especially for the buyer’s shipping address.

Examples of POS:

HongKong Post services that provide POS: ü Registered Airmail offline or online
ü Registered Bulk Posting for Airmail
ü EMS/Speedpost
ü Parcel Post
ü Regular Airmail

Other carriers that provide POS: any shipping company that provides door-to-door service, including DHL, Federal Express, UPS, TnT

Note: Other forms of Proof of Shipment from the HongKong Post or another credible shipping services will be accepted if they meet the criteria above.

Sample for acceptable faxed or uploaded POS for HonKong Post Registered Airmail

Recipient’s address, showing at least city, zip code, state, or country (or equivalent)

HongKong Post postmark with date sent

Tracking number (optional)

Sample of acceptable online POS for HonKong Post Registered Airmail

Enter tracking number obtained from the HongKong Post website, e.g RA193075032HK

To view online tracking (showing status shipped) with the HongKong Post, go to https://www.hongkongpost.com/speedpost/eng/track/outward.htm

Sample of acceptable faxed or uploaded POS for HonKong Post Bulk Posting for Registered Airmail

Recipient’s address, showing at least city, zip code, state, or country (or equivalent)

HongKong Post postmark with date sent

Tracking number (optional)

Sample for faxed or uploaded POS for HonKong Post EMS/Speedpost

Recipient’s address, showing at least city, zip code, state, or country (or equivalent)

HongKong Post postmark with date sent

Tracking number (optional)

Where can I get a POS:

Offline: When you post your item, you will receive a receipt or ‘certificate of posting’ from the shipping service. Please keep this receipt and make sure that it has a postmark with the date of shipment and destination.

Online: If you ship your item with tracking such as registered mail or EMS/Speedpost with the HongKong Post, or Fedex, UPS, TnT etc., you can obtain your proof of shipment online at the carrier’s website.

For example, if you ship with the HongKong Post registered airmail online Proof of Shipment can be obtained by entering the tracking number on the HongKong Post website at: https://app3.hongkongpost.com/CGI/mt/enquiry.jsp

Where do I submit my POS: 　

Login to the resolution center and follow the instructions. Proof of Shipment can be faxed, uploaded, or entered (if online tracking number). If you choose to fax us, please be sure to include the fax coversheet. (If you are unable to login and obtain a fax cover sheet in the Resolution Center, please fax your proof of delivery information, with your case ID, to 3550-8597)

Proof of Delivery (POD):

Information required for items not received claims

You’ll need to provide online documentation that shows:

Status as delivered

Date of delivery

Recipient’s address, or showing at least city, state, zip code, or country (or equivalent)

Proof of recipient’s signature, for items valued at HK$2,000 or more

Note: PayPal's ability to successfully resolve claims and chargebacks relies on the information you provide. Providing all the useful information you can, may increase your chances of successfully recovering the funds, especially for the buyer’s shipping address.

Examples of Online POD:

HongKong Post services that provide POS:
ü Registered Airmail
ü EMS/Speedpost
ü Parcel Post – very limited online tracking capabilities

Other carriers that provide POS: any shipping company that provides door-to-vdoor service, including DHL, Federal Express, UPS, TnT

Note: The HongKong Post has the ability to connect to the mail tracking website for PODs for certain countries and shipping services. For destinations or shipping services not on the list, tracking information is only available up to departure from Hong Kong. To determine if the country and shipping service that you are shipping to has online POD capabilities with the HongKong Post, please click here.

Sample of acceptable online POD

Online POD from destination country website

This is adequate proof of delivery:

Has recipient’s city, state and zip code

Postmark or official acceptance or delivery confirmation

Delivery date

Signature reciept if value is more than HK$2,000 (Not shown here.)

Where can I get a POD: 　

HongKong Post: For Registered Airmail or EMS/Speedpost, you can obtain an online POD by entering the tracking number of your shipment directly on the website of the country of destination. Click here for more details. Or, you can also go to the HongKong Post website and choose your destination country from their list of available countries. It will connect you directly to the destination country’s website.

Other carriers: Enter the tracking number directly on the carrier’s website. For example, for Fedex go to: https://www.fedex.com/Tracking?cntry_code=hk

Where do I submit my POD:

Login to the resolution center and follow the instructions. Proof of Delivery can be uploaded or entered (your online tracking number). (If you are unable to login and obtain a fax cover sheet in the Resolution Center, please fax your proof of delivery information, with your case ID, to 3550-8597)

Payment Holds for eBay Items

eBay and PayPal are working together to improve the buyer experience and to make the eBay marketplace even safer. We may hold some payments to make sure transactions are completed smoothly.

What is a payment hold for an eBay item?

It’s when PayPal temporarily holds a payment you receive for an item you sold on eBay. The amounts held will appear as Pending in your PayPal account until we release the funds. You still have access to all other funds in your PayPal account.

When will PayPal release the payment hold for an eBay item?

Your funds will be released after 21 days. We may release funds earlier when one of the following occurs:

The buyer leaves you positive feedback on eBay

3 days pass after we confirm the item was delivered

If you receive a dispute, claim, chargeback, or reversal on the transaction subject to the eBay item hold, we may hold the payment until the problem is resolved, even if the claim, chargeback, or reversal occurs after the hold is released.

Why would PayPal hold one of my payments?

To increase marketplace safety, we may hold payments that seem risky. Here are some common reasons for holding payments:

You have been an eBay member for less than 6 months, and you sell an item for more than $100, or

You have an eBay feedback score of less than 100, and you sell an item for more than $100, or

You have a buyer dissatisfaction percentage of 5% or greater than 5%, or

You have an average Detailed Seller Rating (DSR) of less than 4.5, or

You have received fewer than 20 Detailed Seller Ratings in the last 12 months, or

You are listing your item in a high-risk category such as gift certificates, video games, cell phones, computers or consumer electronics.

PayPal doesn’t hold payments for eBay items if you meet the following:

You have been an eBay member for 6-months or more, and

Your total Feedback score is 100 or greater, and

Your buyer dissatisfaction percentage is less than 5%
Or

Your average DSR is 4.5 or greater and

Your have received 20 or more DSRs in the last 12-months

How can I avoid receiving an eBay item hold?

Here are some things you can do:

Improve your DSR feedback rating

Follow the PayPal best practices to reduce buyer disputes, claims and chargebacks

Resolve all disputes, claims, and chargebacks quickly

I’m a new seller. Will payments I receive be held?

If you are a seller with an eBay feedback score lower than 100, but you have a record of good performance, you’ll receive payments instantly in most cases.