Instagram Purchase Protection Policy

Purchase Protection Policies

I. Overview

Understanding our policies

Our Purchase Protection Policies are here to provide you with peace of mind whenever you make a purchase through onsite checkout on Facebook or Instagram. We want you to have a great experience every time, but if you have an issue with your purchase, our Policies are in place to help make things right.

To qualify for Purchase Protection:

  • Make sure that your purchase is eligible as a Protected Purchase as defined in this policy.
  • Use onsite checkout on Facebook or Instagram to complete your payment for the purchase. Purchases made through third-party sites, local pickups, Messenger transactions, or through other messaging services do not qualify. Learn which products have onsite checkout on Facebook and Instagram.
  • Contact the merchant first to let them know there's a problem with the purchase. For eligible purchases, if you can't resolve the issue directly with the merchant, you may submit a claim through Facebook or Instagram.
  • We will review your claim to determine whether it qualifies for Purchase Protection, and issue a refund for the full purchase price of the item and shipping costs if your claim is approved. Decisions are made in our sole discretion.

II. Protected Purchases

When are purchases protected?

Many purchases that you make using onsite checkout on Facebook or Instagram are covered by our Purchase Protection policies. Your purchases are protected in the following situations:
  • Item not received
  • Item damaged or significantly different than described. For example:
  • Item was damaged during shipping
  • Item is missing major parts, and this wasn't disclosed
  • Item was described as “new,” but the item received is used
  • Item is a different version or edition than what was displayed for the purchase
  • Item is completely different from what was ordered
  • Merchant not following their stated refund policy
  • Unauthorized purchases

When purchases aren't protected

The following items and situations are not covered by our Purchase Protection Policies:
  1. Any products or services that are prohibited by our Commerce Policies
  2. Vehicles
  3. Real estate
  4. Financial products or investments
  5. Precious metals and gemstones
  6. Equity or debt in a business
  7. Custom or made-to-order items
  8. Services
  9. Donations
  10. Industrial machinery
  11. Perishable items
  12. Buyer's remorse
  13. Items shipped using an intermediary or freight forwarding service
  14. Items where the exchange of the purchased item happens in-person
  15. Orders that have already been refunded or charged back by the buyer's bank
  16. Damage that occurs to items after they are delivered
  17. Items with a purchase price over $2,000

III. Disputes and Refunds

Reaching Out To The Merchant

You should first contact the merchant to resolve your issue with a purchase. The merchant has 2 business days to respond to you and attempt to resolve your issue.

Filing a Claim with Facebook or Instagram

If a merchant has not responded or resolved your issue after 2 business days, you can submit a claim for our review on the 3rd business day. If your issue remains open after 7 days and you have not submitted a claim to us,a claim for your purchase issue will be automatically generated for our review.
When you file a claim, answer the questions presented, and include details regarding your issue within the form. We'll review your claim, including any messages that you and the merchant sent to each other along with supporting documentation from the buyer and the merchant. We'll typically respond within 48 hours.
Learn how to contact the merchant for help or submit a claim to Facebook or Instagram.

Refunds & Returns

If you are requesting a refund, remember to contact the merchant within the return period specified in the product listing and follow the merchant's instructions for returning the delivered item.
If the merchant is unresponsive or is not following their stated return policy, you may still be required to provide a valid tracking number of the returned item or other proof of return to us in order to receive a Purchase Protection refund.


You can file a claim for the full price of an item with a purchase price up to $2,000 including tax and shipping. You have a lifetime coverage limit of $10,000.
You must file a claim within 45 days from the date of delivery of your purchased product, or within 60 days for unauthorized claims. If you never received your item, you must wait 2 days after the last date of estimated delivery before filing a claim.
When reporting unauthorized purchases, you should notify us immediately so that we can try to protect you from financial loss. You must submit a claim within 60 days after the charge.
You must be in compliance with our terms and policies, including the Community Payments Terms, to be eligible for Purchase Protection.

Resolving and Closing Cases

If we approve a buyer's claim, the buyer is refunded for the full purchase price of the item and shipping costs. Decisions on claims are made in our sole discretion.

Denied Claims

Reasons your claim could be denied under this policy include:
  • The item received was the same as described by the merchant in your purchase
  • The claim was filed due to buyer's remorse
  • The item was received and the merchant verified the delivery of the product
  • You disputed the transaction with the bank that issued your credit or debit card
  • You didn't submit sufficient evidence requested by Facebook to support your claim

Policy Abuse

If you file fraudulent claims for purchases made on Facebook or Instagram, we may disable your ability to make payments or take additional action on your account.