Since most payments for physical orders are processed by PayPal, any merch sales made from your Bandcamp page are covered under their Buyer Protection policy. Fans have the ability to dispute any purchases they don't receive within 180 days of purchase directly via PayPal. Once a dispute or claim has been filed against an order, it will not be possible to issue a refund through Bandcamp. Any disputes opened against payments that went directly to you will appear in your PayPal account's Resolution Center. In the event of a dispute, you'll need to provide valid proof of shipment for that order within a few days, or PayPal may refund the order in full.
Valid proof of shipment can be in the form of:
- a photo of the processed package showing the buyer’s address and courier’s stamp (recommended)
- a tracking number
- a photo or screenshot of a detailed receipt from the courier
- all of the above
We'll handle any claims on your behalf for transactions that were first processed through Bandcamp. Any proof you send us for those orders will get passed to PayPal, but ultimately it's up to them to review the case and issue a refund if there isn't sufficient proof that the order has been fulfilled.