PayPal offers purchase protection for buyers, which can cover event tickets bought through PayPal in certain situations. However, there are some limitations and requirements that buyers need to be aware of when purchasing tickets through PayPal.
What is PayPal Purchase Protection?
PayPal Purchase Protection is a program that provides coverage for buyers who purchase items through PayPal and do not receive them or receive an item that is significantly not as described. This includes things like the item arriving broken, damaged, or counterfeit.
Purchase Protection can provide reimbursement for the full purchase price of the item plus any original shipping costs. There is no fee for buyers to enroll in PayPal’s Purchase Protection program.
Requirements for Purchase Protection
In order for a purchase to be eligible for PayPal Purchase Protection, the following requirements must be met:
- The purchase must be fully paid for through PayPal.
- The transaction must be marked as “eligible” or “partially eligible” for Purchase Protection on the transaction details page.
- A claim must be filed within 180 days of the payment.
- The item must be tangible and shippable.
Virtual items like event tickets are not normally tangible, so additional requirements apply (more details below).
Does Purchase Protection Cover Event Tickets?
PayPal does extend Purchase Protection coverage to intangible items like event tickets, however there are caveats. Protection only applies when:
- The tickets are purchased from an eligible seller – either a merchant with an established reputation for selling tickets or avenue/platform specifically designed for ticket sales like StubHub.
- The transaction includes a delivery guarantee – this means the seller guarantees the tickets will be delivered by the event date and offers reimbursement if not.
These requirements exist because with virtual items like tickets, PayPal cannot verify if the item was truly “not received” like they can with physical items that have shipping confirmation. Requiring a delivery guarantee places responsibility on the seller to prove the tickets were (or were not) delivered properly.
Ineligible Ticket Purchases
PayPal Purchase Protection does NOT cover ticket purchases:
- From individual sellers, classified/listing sites, resale sites, or social media platforms where seller reputation is unknown.
- That do not include a seller delivery guarantee.
- Where the tickets were received but there is an issue with the event itself – such as a cancellation, postponed date, changed venue, etc.
For these types of transactions, buyers generally assume the risk that the tickets may not be as described or that delivery issues could occur.
The Claims Process for Event Tickets
If a buyer runs into an issue where eligible tickets were not received or did not match the listing description, here is how to file a PayPal Purchase Protection claim:
- Contact the seller first – communicate the issue and give the seller adequate time (typically 7 days) to resolve it.
- If the issue cannot be mutually resolved with the seller, escalate to PayPal within 20 days of contacting the seller.
- Select “Problem with purchase” under the Resolution Center and choose “I didn’t receive the item” or “The item I received was not as described”.
- Provide relevant details – explain how the listing description differed from what was received.
- Upload supporting documentation – screenshots or other proof of the listing descriptions, delivery terms, communications with seller, etc.
- PayPal will review the claim and make a final determination. This can take up to 30 days.
- If approved, PayPal will reimburse the full purchase amount plus original shipping.
Claim Denials
Some common reasons why PayPal may deny a ticket claim:
- The tickets were received/accessed by the buyer.
- The delivery guarantee period has not expired yet.
- The tickets were purchased from an ineligible seller or website.
- There is insufficient evidence the item was not as described.
- The event date has passed.
For any denied claims, the buyer is responsible for covering the cost of the tickets if they cannot get reimbursement from the seller directly.
Best Practices When Buying Event Tickets with PayPal
To have the best chance of your ticket purchase being covered, buyers should remember to:
- Purchase from reputable, established sellers and platforms.
- Only buy from sellers that offer delivery guarantee for virtual tickets.
- Save copies of the ticket listing/description and any delivery terms.
- Use PayPal’s Resolution Center quickly if any issues come up.
- Avoid individual sellers on sites like Craigslist.
It also helps to use a credit card through PayPal if possible, as credit card companies like Visa and Mastercard often have their own protection policies that may provide a backup option if a PayPal claim is denied.
Coverage Examples for Event Tickets
Here are some examples of situations where a ticket purchase through PayPal would or would not be covered:
Scenario | Coverage Status |
---|---|
Steve buys 2 tickets to a concert through StubHub. The seller has a high rating and guarantees delivery by email up to 3 days before the event. Steve pays with PayPal. The day before the concert, he still has not received the ticket delivery email from StubHub. | Covered – Steve purchased from a reputable ticket platform that provided a delivery guarantee. He files a claim showing he did not receive the tickets in time. |
Emma buys a ticket to a football game from a seller on Craigslist who claims the ticket is in Section B. When Emma goes to the game, she realizes the ticket is actually for Section F. | Not Covered – The ticket was purchased from an individual seller on Craigslist instead of a reputable platform. Emma received the ticket but it was not as described. |
Liam purchases tickets to a music festival through a well-known online ticket broker. The tickets arrive in time, but when Liam goes to the event he is denied entry at the gate because the tickets were already scanned. | Not Covered – Liam received the tickets as described. The issue was fraudulent tickets, which is not covered under Purchase Protection policies. |
When to File Ticket Claims
For tickets purchased with a delivery guarantee, buyers should file a claim if:
- The delivery guarantee deadline has passed and tickets have still not been received.
- The tickets arrived but clearly do not match the listing description or are fraudulent.
Claims should NOT be filed if:
- The tickets were successfully received and accessed.
- There is an event date, time, or venue change – this is an event issue rather than a delivery issue.
- The buyer made a mistake and is just unhappy with the ticket selection or location – this is buyer’s remorse rather than an inaccurate listing.
Getting Reimbursement for Eligible Claims
If PayPal approves a ticket claim, the original payment amount and any shipping fees will typically be reimbursed within 10-14 days. The refund method will be:
- PayPal Balance – If the tickets were purchased using PayPal balance or a linked bank account, refunds go back to the PayPal balance.
- Original Payment Method – If a credit card was used through PayPal, the refund will go back to that same credit card.
Buyers should ensure PayPal has the correct account details to process the reimbursement. If the original payment method is unavailable for any reason, reimbursement will go to PayPal balance instead.
Recouping the Cost of Tickets
When filing a claim, the buyer is signing over their rights to the tickets to PayPal. This allows PayPal to try recovering the cost from the seller as part of the resolution process.
If the seller is unresponsive or refuses to compensate PayPal for the claim, they may take collections actions against the seller, place a hold on the seller’s PayPal account, or report issues to credit bureaus.
Alternatives to PayPal Purchase Protection
In some cases, buyers may need to look beyond PayPal Purchase Protection for help with ticket issues. Some options include:
Card Company Protections
Using a credit card through PayPal adds another layer of protection. For example:
- Visa – Visa offers zero liability protection against unauthorized or fraudulent charges.
- Mastercard – Mastercard has similar zero liability protections and a refund guarantee if merchants do not provide services.
- American Express – American Express offers purchase protection and refunds if eligible items are not received or as described.
Ticket Insurance
Some ticket sellers and brokers offer optional ticket insurance plans that provide replacement tickets or refunds in certain situations like cancellations. These polices can provide broader coverage, but come at an added cost.
Legal Action
For high cost or high profile events, legal action may be an option if other avenues fail. However, this can be expensive with no guarantee of recovering funds.
Key Takeaways
Here are some key points to remember about PayPal Purchase Protection and event tickets:
- Tickets can be covered but have more requirements than physical items.
- Tickets must be purchased from reputable sellers/platforms with a delivery guarantee.
- Protection does not apply if tickets are received but there are event issues.
- Save documentation showing ticket details and delivery terms.
- File claims promptly if tickets are not received or as described.
- Credit card protections may offer backup coverage if PayPal denies.
PayPal can provide helpful protection for ticket buyers, but there are limitations. Following best practices for purchases and acting quickly if issues arise can help maximize the chance of reimbursement if problems occur.
Conclusion
PayPal’s Purchase Protection program can provide coverage for event tickets in certain situations. However, buyers need to purchase from reputable sellers that offer delivery guarantees for tickets. Protection only applies if the tickets are not received by the delivery deadline or are received but fraudulent/inaccurate in some way. If those conditions are met, buyers can file a claim for reimbursement of their purchase amount. To have the best chance of a successful claim, buyers should maintain documentation, communicate with sellers first, and escalate to PayPal quickly if needed. While helpful, PayPal’s protection has limits, so buyers may also need to consider credit card protections or other options if issues arise with ticket purchases.