We offer Purchase Protection to give people more confidence in buying products on your Page shop. If a buyer has an issue with their purchase, they'll contact you to resolve it. If you and the buyer can't reach a resolution on certain products, we'll help resolve the issue with our Purchase Protection Policy.

This article contains information on how to check if and when Purchase Protection applies to your shop.

How to check if Purchase Protection applies to your shop

Your shop isn't required to have Purchase Protection if your customers can buy your products on your website, but not directly on Facebook.

It's likely that Purchase Protection is required for your shop if your customers can buy your products directly on Facebook or if you created your shop after 16 May 2018.

To check if your shop is required to have Purchase Protection:

1. Go to your Shop management tab on a computer.
2. Go to your Shop settings.
3. In the Business info section, you'll see whether your shop is required to have Purchase Protection for eligible products.

If your shop is required to have Purchase Protection, you'll see the Covered by Purchase Protection label on items that are covered by our Purchase Protection Policy. This label will appear on the item price of the listing or on the Order details page for that purchase.

When Purchase Protection applies

Purchase Protection applies in the following situations:

• The buyer doesn't receive the product.
• The payment was unauthorised.
• You aren't following your stated Return Policy.
• The product was significantly different than described. For example, the item

  • was damaged before or during shipping.
  • is missing major parts that were not mentioned in the product listing.
  • was described as "new" but is used.
  • is a different version or edition than the product listing (for example, a buyer ordered a blue shirt but received a red shirt).
  • is completely different from what was ordered.

When Purchase Protection doesn't apply

Purchase Protection doesn't apply to the following products:

• Any products or services that are prohibited by Facebook's Commerce Policies
• Items with a purchase price over USD 2,000, including sales tax and/or shipping charges
• Vehicles
• Property
• Financial products or investments
• Precious metals and gemstones
• Custom or made-to-order items
• Industrial machinery
• Perishable items

Purchase Protection also doesn't apply in the following situations:

• Buyer's remorse
• The items are shipped using an intermediary or freight forwarding service
• The items are delivered in person
• The buyer's bank has already refunded or charged back the order
• The item is damaged after it's already been delivered

Learn more

• Still need help? Contact us for support.
• Learn when you'll get paid for products that you sold through your Facebook shop.

* Nguồn: Facebook