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Internet Security Threat Report 2014

PayPal is to remove internal comments regarding its protection for sellers that it accidentally published on its website.

Under a section outlining the protection Paypal provides sellers, the online payment outfit wrote:

"PayPal protects sellers in ways that many other financial institutions don't. For instance, card issuers often charge for their fraud prevention tools, but at PayPal you'll find the same tools for free. Not only that, but unlike many of our competitors, PayPal's fraud experts work behind the scenes, monitoring activity and possible fraud indicators to help ensure an extremely safe network."

So far, so good.

It went on: "Should any suspicious activity occur, PayPal will either alert you either by email or by a representative calling you. But PayPal doesn't stop there. We offer you [excellent] [too strong I think given the limited ability to comply with SPP] chargeback protection, too. Card issuers frequently put buyers' needs before merchants' needs. That means chargeback disputes are often an uphill battle for sellers. PayPal is equally concerned about both its buyers and sellers. That's why, should a buyer file a dispute, we will act as a mediator between both parties often resolving the situation before a chargeback is filed. If mediation fails and the buyer files a chargeback, PayPal will use evidence provided by the seller to investigate wrongful chargebacks. In these ways, PayPal offers a uniquely comprehensive level of protection for sellers. [Did we want to also mention SPP?]

Asked to comment on why the use of "excellent" was "too strong I think given the limited ability to comply with SPP" (Seller Protection Policy) a spokesman for PayPal said: "The notes on the site were internal comments and are being removed. The use of the word excellent will remain."

In a statement the company added: "We stand by the use of the word 'excellent' to describe our protection programmes for sellers. The note on the site was simply an internal question raised by a member of our team.

In order to qualify for Seller Protection Policy, which offers £3,250 coverage in the event of a chargeback, sellers must comply with our terms and conditions, which are actually very straightforward."

"We do not feel that PayPal users' ability to comply with the terms and conditions are at all limited." ®

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