Disputes and Chargebacks The following table describes the PayPal Express Checkout services related to disputes and chargebacks. Table 12 Services for Disputes and Chargebacks Service Description Chargeback dispute rights If your customers choose a credit card as the funding source for the PayPal Express Checkout payment, they have the normal chargeback dispute rights. If your customers dispute a charge, PayPal Express Checkout performs the initial chargeback processing and contacts you for documentation. Buyer complaint process PayPal Express Checkout offers a Buyer Complaint Process that is applicable to all purchases regardless of the funding source. When a customer files a complaint, PayPal investigates and contacts you for documentation. See http://www.paypal.com/cgi-bin/webscr?cmd=p/gen/buyer-complaint-outside. Seller Protection Policy CyberSource supports the following Seller Protection Policy levels: ■ Eligible: you are protected for unauthorized payments and items not received. ■ Partially eligible: you are protected for items not received. ■ Ineligible: you are not protected. PayPal offers additional features that are not currently supported by CyberSource. See https://www.paypal.com/cgi-bin/webscr?cmd=xpt/cps/securitycenter/sell/SellerPPOverview-outside.