Topic: eBay Workshop: Improved Seller Protection for US PayPal Sellers, Coming in September 2008
Host: PayPal and eBay Staff Date: Thursday 07/17 Time: 1:00 p.m. to 2:00 p.m. Pacific Time Location: Workshop Board
Description: Recently at eBay Live! in Chicago eBay announced that PayPal will be improving seller protection for all US PayPal sellers. Join the Seller Protection team at PayPal to learn about the upcoming improvements, find answers to your questions, and learn how you can utilize the protection to expand your business globally.
As of September 30, 2008, all US PayPal sellers will receive improved seller protection previously available only to PowerSellers. The protection will be available to sellers at no additional cost. Sellers will be eligible for protection for claims, chargebacks and reversals for unauthorized payments and merchandise not received with the following improvements:
* No coverage limit
* No cap on items sold or dollar amount
* You will no longer need to ship to confirmed address to be covered for unauthorized payments for your items sold on eBay, allowing you can ship to buyers’ gift and work addresses
* Protection covers shipments to any of the 190 countries in which PayPal is accepted, so you can ship to buyers wherever they are.
Enrollment is not necessary. All US PayPal account holders will automatically be eligible for the protection. Ship within 7 days after receiving payment. For pre-ordered or made-to-order goods, ship according to the timelines guaranteed by you on your listing or website. For items sold on eBay Ship to the address on the PayPal transaction and retain shipping documentation. In an issue arises we’ll ask for the documentation. For items sold on your website or a non-eBay website To be eligible for coverage, they buyer must be in the United States, United Kingdom, or Canada and their shipping address must be confirmed. However, most transactions with unconfirmed addresses do not result in issues, so we recommend you decide your course of action based on your business and your risk tolerance level.
You will be able to check if your payment is eligible for seller protection on the Transaction Details page.
Items picked up locally or delivered in person Digital goods, services, or intangible goods Payments made using Virtual Terminal or Direct Payment Claims and chargebacks where the buyer says the merchandise is significantly not as described Reversals and chargebacks for unauthorized payments for items not sold on eBay and where the buyer’s address is unconfirmed
For those who are new to this area, here are some definitions.
What is an unauthorized payment?
When someone makes a payment from a credit card, bank account, or PayPal account without the account holder's actual authority, the payment is most likely considered an unauthorized payment. Under expanded seller protection, sellers who meet the eligibility guidelines are protected if the payment was unauthorized.
What is merchandise not received?
When a buyer pays for an item but claims not to have received it, it is considered a claim for merchandise not received, or item not received. Under expanded seller protection, sellers who meet the eligibility guidelines are protected if buyers claim they didn’t receive the item.
What is a confirmed address?
It means that the buyer’s credit card billing and shipping addresses are the same, or that PayPal has examined the buyer’s PayPal account history and confirmed the address.
We confirm addresses to help:
Guard against stolen credit cards Prevent identity theft Decrease chances of receiving a fraud-related chargeback
With improved seller protection, sellers with a US PayPal account no longer need to ship to confirmed addresses to be protected against claims, chargebacks, and reversals for unauthorized payments for items sold on eBay.
A chargeback is when a buyer challenges a payment with their credit card company, claiming they either didn’t authorize the payment, they never received the goods, or they received the goods but they weren’t to the buyer’s satisfaction. The credit card companies created chargebacks so buyers would feel safe purchasing goods. As payments on PayPal can be made with credit cards, PayPal makes sure to notify sellers when they have received a chargeback and may provide protection against the chargeback or help the seller dispute that chargeback with the credit card company. The credit card companies assess a fee on all chargebacks. If you are eligible for protection against chargebacks, PayPal will also cover your chargeback fee.
Many sellers have asked us about what types of shipping methods they need to use to be eligible for protection. The answer is that it depends on the type of issue.
If you receive an unauthorized payment for an item sold on eBay, we’ll ask for proof of shipment. If the buyer files a non-receipt claim or chargeback, then we’ll ask for proof of delivery in the form of online tracking that shows the item was delivered and for transactions over $250, we’ll ask for signature proof of receipt.
Proof of shipment is documentation or online verification from a shipping company that shows the shipping date, the address to which the package was sent, and official acceptance from the shipping company (for example, a postmark). It differs from proof of delivery because it doesn’t have to show that the package was actually delivered, just that it was shipped. The proof of shipment doesn’t need to show the full street address since some shipping companies don’t include this information. The city/state or zip code (or equivalent) is normally acceptable.
Proof of delivery shows the item was delivered to the recipient and should be in the form of an online tracking number that shows the address to which the package was shipped, the date the package was delivered, and a status of delivered. For transactions worth $250 USD or more, a signature confirmation of receipt is also required. The proof of delivery doesn’t need to show the full street address since some shipping companies don’t include this information. The city/state or zip code (or equivalent) are normally acceptable.
You may use any legitimate shipping company as long as they provide the necessary pieces of information as described above.
What shipping services do you recommend?
For sellers shipping from the United States, we recommend you use trackable methods of shipping such as UPS, FedEx, or DHL. If you’re shipping with the US Postal Service, we recommend you use:
o Domestic under $250: Delivery Confirmation o Domestic over $250: Signature Confirmation o International under $250: Priority Mail with the customs form (USPS says they’re able to display delivery confirmation for many countries, but not all) o International over $250: Express Mail
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