How does Purchase Protection work on Facebook?
Many purchases made with checkout on Facebook are covered by our Purchase Protection Policies. Purchases made through third-party sites, local pickups, Messenger transactions, or through other messaging services don't qualify for Purchase Protection.
Purchase Protection is free, and automatically covers eligible orders. Purchase Protection means that you can request a refund if:
- You didn't receive your order.
- The product arrived damaged or different than described on the listing (example: the condition isn't accurate).
- The seller didn't follow their stated refund policy.
- The purchase was unauthorized.
- The seller has been removed from Facebook.
In reviewing your claim, Facebook may review order details, including tracking information and listing description, messages sent between you and the seller, and supporting documents.
Goodwill refunds are at Facebook's discretion. If Facebook approves your Purchase Protection claim, you'll get a refund for the full purchase price of the product and any shipping costs. You can see full policy details in the Purchase Protection Policy.
How do I file a Purchase Protection claim?
How do refunds work with Purchase Protection?
Which transactions and types of items are covered by Purchase Protection?
Why does Purchase Protection only cover purchases made with checkout?
What policies apply to sellers who offer shipping and checkout on Facebook?
Note: The information above summarizes parts of the Purchase Protection Policies for convenience, and isn't intended to change the Purchase Protection Policies.