My buyer was frozen for filing chargebacks/unauthorized purchases, what do I do now?

If you have yet to ship the item, please do not ship it. You should refund the buyer by clicking on the PayPal transaction and then the “Refund” prompt. After this is complete, please follow the fee refund request prompt on the original listing page in order to process the fee refund. We cannot complete the fee refund until the refund to the buyer is marked as “Completed”, which may take a day or two.

If the item has already shipped, please try to contact your postal service to have the parcel rerouted back to you. If you’re unable to reroute it and a PayPal case is opened, please be sure to provide PayPal with all relevant information, including the listing link and tracking information, to let them know that it was legitimate purchase. Provide them as much information as possible, then let us know how it goes. In the meantime, we'll review the user’s account and take any necessary action to protect our community safe from this fraudulent activity.

If you lose the PayPal claim despite providing sufficient evidence, please email us at help@grailed.com with PayPal's case resolution, a link to the listing, and tracking information so we can further review.

Please note if your account is suspended, you are ineligible for protection.