If you sold an item and can't see the payment in your PayPal account, this could be due to a few reasons:
- The payment is sitting uncleared in your PayPal account. This normally happens when your PayPal account needs verification, and means you need to provide PayPal with more account details, specifically your banking account.
- The payment hasn't cleared yet. This happens when the buyer pays via credit card, which PayPal treats as an 'eCheque'. eCheques usually take longer to clear than direct PayPal payments, so please allow 7-10 business days for this to clear. If you're not sure what method your buyer checked out with, feel free to send them a friendly message and ask.
You can find out more about eCheques here
- The user has intentionally cancelled the payment through their PayPal account after completing the transaction on MOM. If this is the case, our Community Support team is here to help: firstname.lastname@example.org.
Please note: shipping your item(s) before the funds have cleared will void your Seller Protection, so always wait until the funds have cleared in your account before sending off your item.
You can find out how to receive your payments instantly here
I shipped the item, but the buyer says they haven't received it
Sometimes an item you’ve posted takes a little longer than expected to be delivered, or - ouch - gets lost in the post.
If you’ve kept a valid proof of shipping, just send this to the buyer to reassure them the item will be with them soon. If the item doesn’t show up, contact your shipping service provider to report the issue. They will help you locate the item and potentially offer you a refund if it really did get lost or damaged.
If you have sold your item through our in-app payment method - both you and the buyer are covered by our Protection programmes. If the buyer decides to open a dispute, you can fight it by providing a valid proof of shipping and delivery. Then PayPal will help you mediate the dispute.
If you haven’t kept a valid proof of shipping it might be difficult to prove that you have successfully shipped the item.
The buyer says the item I sent is not as described
Describe your item as accurately as possible. This will increase your chances of selling it, but also might avoid any potential disputes.
If a buyer receives an item that does not correspond to the description they might decide to open a dispute against you. The best way to deal with such complaints is always to contact the buyer first and try to understand what happened. If it was a genuine mistake at your end, you can offer a refund or perhaps a replacement.
If you really cannot find an agreement and the buyer decides to carry on with the dispute, then you will be required to provide proof that the item was correctly described in order to fight it. Make sure you keep proof of the original listing (a screenshot will do) and all the pictures you have of that item before selling it.