Protection Program
Exclusions and Limits
Where protection stops
The short version
The Protection Program is a contractual marketplace program with limits. It is not a promise that every user, item, shipment, or transaction is legitimate, and it does not cover every conceivable loss.
Program limits vary by
- Transaction value and category
- Account age, verification level, and buyer or seller history
- Authentication status and fulfillment method
- Shipping-protection level and territory
- Risk score, item type, and declared or proven value
Different things, kept separate
- Maximum contractual protection
- Carrier liability and carrier declared value
- Third-party shipping-insurance limits
- Authentication-provider responsibility
- Payment-network dispute rights
- Consumer rights required by law
Always excluded from protection
- Transactions, payments, or deliberate conversations moved off
- Unsupported shipping or pickup arrangements
- Claims filed after the deadline without an approved exception
- Failure to cooperate with a claim review
- Prohibited or unlawful conduct
- Indirect, sentimental, speculative, or opportunity losses unless expressly covered
One recovery per loss
We prevent the same loss being recovered twice across the buyer, the seller, the carrier, the insurer, and the platform. If you have a claim in progress elsewhere for the same loss, tell us when you file.
Not insurance
The Protection Program is a contractual marketplace program. It is not an insurance policy and is not marketed as one. Where an insurance product is offered, it is issued or administered through an appropriately licensed partner and its own policy terms control.
This page is a plain-language summary. The complete published Protection Program terms control, and nothing here is insurance, legal, or tax advice.