Topic: eBay Workshop: Improved Seller Protection for US PayPal Sellers, Coming in September 2008
Host: PayPal and eBay Staff Date: Monday 08/11 Time: 11:00 a.m. to 12:00 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.
Starting in late October, 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.
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:
* Domestic under $250: Delivery Confirmation
* Domestic over $250: Signature Confirmation
* International under $250: Priority Mail with the customs form (USPS says they’re able to display delivery confirmation for many countries, but not all)
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Hi Deirdre! So if a customer would like an item shipped to another address other than their PayPal confirmed, we will be covered as long as we have the delivery confirmation? Thank you!
Regarding question 13, as long as you ship the item to the buyer's shipping address appearing on the PayPal transaction, you will be protected. The buyer's shipping address does not have to be Confirmed.
Hello, if a customer contacts us directly to change their address and it no longer matches the PayPal transaction, we will not be covered, is that correct?
That's right, if the buyer contacts you outside of the PayPal transaction to change the shipping address, you would no longer be protected if you ship to that new address. You must ship to the address on the PayPal transaction to be protected.
Are you saying sellers are protected from unconfirmed addresses as long as the seller has a Paypal account or only if the buyer used Paypal to pay for an item? In other words, if an unconfirmed address is used with an e-payment or money order payment, is a seller protected?
recently my dsr went down in the shipping and handling section. I can't imagine why because we always try to charge only actual shipping and ship quickly. Will we sellers ever be able to see who left the low dsr?
Is it true that PayPal will reimburse a buyer for an item bought on eBay if the buyer has confirmation of a returned package delivery to the seller even if the buyer returns something other than what the buyer sent (similar item, rocks, etc.)?
Sellers can only receive the protection if the buyer uses PayPal to pay for the item. If the buyer uses another type of payment, such as a money order, a check, or an electronic payment system other than PayPal, PayPal will not protect the seller.
Hi Clint, you said Regarding question 13, as long as you ship the item to the buyer's shipping address appearing on the PayPal transaction, you will be protected. The buyer's shipping address does not have to be Confirmed
but that is not what naidinel was asking -- although I think you answered it anyway. But Naidinel's question about delivery confirmation -- is that a *required* need with accepting an "unconfirmed" address, as you say above?
implog: it's probably true because they will take funds from your account when someone says they haven't received the item, even though you may have shipped it promptly. They don't ask first, they just take the funds.
Detailed seller ratings were designed to be anonymous so buyers would be forthright with their feedback. So you won't be able to see the ratings from buyers, but you can view their comments in the seller portal.
ok Seller protection... Why wasn't I covered on this one? A buyer purchased a vintage fan from me. It was shipped UPS fully insured. The item arrived broken to the buyer. We apologized and requested that the buyer keep the packaging and we would contact UPS for a claim. The buyer instead repackaged the item in a new box and sent it back with another carrier to the wrong address! The buyer initialed a chargeback with his credit card 3 months later. And PayPal refused to help me with the chargeback saying the fan was returned. After investigation the fan was located at the wrong address, but being the buyer failed to ship it back with the same carrier OR even failed to ship it back using the same packaging I could not file an insurance claim on the broken item! Where was my PayPal protection then? And what are you doing to ensure it does not happen again? PayPal did nothing to aid me in this chargeback.
being anonymous is supposed to make them forthright? That makes no sense to me because they are not accountable. Seems to me that would make them less forthright. Im confused...
I think sellers should also be aware that buyers have up to 180 days to initiate a chargeback! Imagine 6 month to initiate a chargeback. I as I am sure many sellers would like to have more protections against these chargebacks
Regarding post 25, if a buyer files an issue due to "unauthorized payment," PayPal will require the seller to provide proof of shipment to be protected.
If a buyer files an issue due to "merchandise not received," PayPal will require the seller to provide proof of delivery (including signature confirmation for payments of $250 USD or more) to be protected.
ebayharrigan@paypal.com posted definitions for unauthorized payment, merchandise not received, proof of shipment, and proof of delivery earlier in the thread.
Implog, it's definitely possible -- just like buyers can get not as described items (e.g. similar but less valuable items, rocks, etc.) from sellers, sellers can get not as described items from buyers.
All our research indicates that the actual occurance of this is low, but I've spoken to many sellers who are quite anxious about it. If it happens to you, just file an appeal, and PayPal will look into the case and may reimburse you for the difference, or take action against the buyer.
Seller anxiety on this issue was my #1 takeaway from eBay Live, and the good news is that we've got plans in place to make seller appeals more robust and to crack down even harder on buyer fraud. Stay tuned for more news on this later in the year.
I think this issue is more about providing a safe environment for buyers to leave honest feedback. In the past when feedback was multi-directional, some sellers would respond to buyers' negative feedback with negative feedback. Many buyers left eBay for that reason. By providing more detailed ratings on feedback and making them anonymous, buyers have a safer environment for providing feedback.
Hyper -- the new DSR condone's utter misconception and buyer's ability to make ridiculous assumptions and make Seller responsible for shipping carriers, IMHO
esellit: I think before a chargeback is allowed, there should be some communication with the seller and an opportunity be given to the seller to refute the claim if it is false. Doesn't seem fair to take the money then put all the burden of proof on the seller.
Stonehengecrystals: It sure seems unfair that they can do whatever they want in the dark with no accoutability. But then we have been screaming about this "no negative feedback for buyers" thing for a while now. It just makes no sense.
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