Host: eBay Staff Date: Thursday 08/14 Time: 2:00 p.m. to 3:00 p.m. Pacific Time Location: Workshop Board
Description: eBay has been hard at work making changes to help ensure buyers enjoy shopping on eBay and can buy with confidence. Join this workshop and learn about our expanded Buyer Protection Program announced at eBay Live! These program changes will be launched in September and provide our buyers with 100% protection for the purchase price and original shipping costs for all purchases paid with PayPal on eBay. This coverage will also no longer have a coverage limit.
This expanded PayPal Buyer Protection is designed to help you if you encounter a transaction problem involving an eBay transaction in regard to an item not received, or an item received that was significantly not as described. If the claim is decided in your favor, PayPal will ensure that you receive a full refund.
* Use PayPal to purchase an eligible item on eBay.
* Pay for the full amount of the item with one payment. Items purchased on a payment plan, or with multiple payments – like a deposit followed by a final payment – are not eligible.
* Send the payment to the seller by: -- Using the “Pay Now” button on eBay or in the seller’s invoice, or -- Logging in to your PayPal account, select “Send Money”, and when prompted to include what the payment is for, click “eBay Item” and enter your eBay User ID and the eBay item number.
* Open a Dispute within 45 days of the date you sent the payment – then follow the online dispute resolution process described below under Dispute Resolution.
How do I know if I’m purchasing an eligible item on eBay?
Look for the buyer protection message in the right hand column under the “Buying Safely” section of the listing. If you see this message, then your item is eligible for PayPal Buyer Protection. You can view this message in the listing after you complete your purchase by logging in to your eBay account, going to “my eBay”, then “won”, and then by clicking on the listing.
Open a Dispute - Open a Dispute within 45 days of the date you made the payment for the item you would like to dispute. To do so, sign in to your PayPal account, go to the Resolution Center, click on “Dispute a transaction” and follow the directions.
Escalate the Dispute to a Claim - If you and the seller are unable to come to an agreement, escalate the Dispute to a Claim within 20 days after opening the dispute. You must wait at least 7 days from the date of payment to escalate a Dispute for an item not received, unless the Dispute is for $2,500 or more. If you do not escalate the Dispute to a Claim within 20 days, PayPal will close the Dispute.
Respond to PayPal’s requests for information in a timely manner. Once a Dispute has been escalated to a Claim, PayPal will investigate and make a final decision in favor of the buyer or the seller.
Starting in September eBay will “anonymize” all email addresses sent through the Member-to-Member communication system including Ask Seller a Question and Reply to Question. This industry-standard best practice helps protect member privacy and helps prevent fraud.
We have already begun a gradual roll-out of a redesigned item page with 200% bigger pictures, , a countdown timer in the last 24 hours and relevant cross-merchandise from other sellers. We will also display critical seller information right upfront!
We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic.
Added note: If you click on the "Watch this discussion" link, you will receive an email each time someone posts to the workshop.
Stop Watching: If at any time you no longer want to receive updates on a thread you are watching, just click on the link titled "Stop Watching Thread" found in the specific thread being watched. Also you can remove any watched thread by clicking on the "Watched Discussions" link located in the log in bar and deleting the watched thread.
If you're new to the discussion boards, please be sure to check out the board tutorial:
But what gets me is that shipping is now refundable. This is a certain loss for everyone? I mean if eBay is going to refund shipping costs to buyers is eBay also going to refund shipping costs to the seller as well?
Don't get me wrong I believe in buyer protection.. There unfortunately are a lot of shady sellers on eBay. But what is being proposed here ties the hands of the good and reputable sellers who do nothing wrong
Take for instance a negative I recently received on another one of our selling accounts. a buyer bid & won the item, then returned it for a refund. The buyer wanted full shipping refunded plus return shipping, and there was nothing wrong in the listing. I later found out that the buyer purchased identical items from another seller a couple of days later for a lesser amount. I can only assume that is why he returned his purchase. So in this instance eBay would refund him 100% with shipping.. Why? We did not do anything wrong, our listing was 100% accurate, the buyer just found a better deal with someone else days later.
We refund 100% of the purchase price.. The wining bid. If there was a listing discrepancy we would refund the full amount plus all shipping costs. Including return shipping. But again if we do not list it wrong then we will only refund the purchase price.
No problem.. Just VERY concerned about this new policy. I have been selling on eBay for many years and I have been scammed or attempted to be scammed by numerous buyers.
Regarding post 10, unfortunately there are buyers who will take advantage of the system.
PayPal provides an appeals process through which you can provide additional information and ask customer service to reconsider the outcome of a case.
We also monitor for patterns of abusive buyer behavior. It's unusual for a buyer to file a claim, much less multiple ones, so if we see a buyer doing this repeatedly, we will take action to prevent it from happening again.
That is certainly a relief to know.. I suppose my major concern is that disputes will be handled in a automated fashion and not by proof. I can certainly understand the volume of disputes you must deal with on a daily basis. But if we as the seller can disprove a buyers claim for a return I would hope this would be reviewed. Especially with the powersellers.
If a buyer wins a claim, they will receive their money back for both the item and the original shipping costs. This is not a change in policy; it remains the same with our expanded Buyer Protection program.
That is when the purchase is challenged with PayPal. With PayPal I am able to submit proof and such. But if this will be handled by eBay. No offense. But eBay's Customer Service Team has proven itself to follow an automated response to issues and claims from sellers. At least this has been my experience.
Regarding posts 11 and 22, we allow buyers to file claims up to 45 days after payment because we found that timeline to be critical in protecting good buyers against abusive sellers.
Unfortunately, this does mean abusive buyers can take advantage of the same timeline against good sellers, but the approaches I mentioned in post 19 limit how often that can happen and give good sellers recourse.
Regrettably, I see I am the only seller who has decided to join this workshop this evening/afternoon. As such my concerns are not going to be taken into account. So I will make it simple. I will abide by the new policy. I as a seller after all have no choice in the matter. But I can promise you, that once my concerns come back to cost me at no fault of my own. I will stop selling on eBay permanently.
I again can understand and appreciate what eBay is attempting to do with these recent changes. eBay unfortunately has become a place of Buyer Beware. But these new policies as strict as they are, are making eBay a place of Seller Beware. Which is regrettable. Even when I created my new seller accounts. Out of all of the new emails I received from eBay. Not one was aimed at teaching buyers how to bid safely. Not one email about how to check out a buyers reputation. I have over 300 consigned sellers with our service and 80-85% of them have told me horror stories about shopping and selling on eBay. With a few minutes of my time I taught them how to buy safely on eBay. Why instead of all these new policies doesnt anyone come up with a simple way to educate buyers.
The expanded Protections for both buyers and sellers is meant to make eBay a safer marketplace for everyone. We do have requirements for both buyers and sellers that are meant to help prevent abuse and support fairness.
OK please tell me how eBay would handle this type of situation. I list an sell a set of power tools. They are not in the best of condition, they are well used, but they all function as they should. I list the item as such, I even offer 20 photos of the items.
The Item sells for lets say $49.99 and $20.00 shipping. Heavy tools, etc.
The buyer gets them and decides to use them to I dunno mix cement, or maybe they drop them from a roof. or abuse them in some way which will involve the tool to break.
Despite our listing policy. This item is sold AS IS, In Working Condition.
The buyer returns the item and files a complaint with eBay saying that the tools did not work.
Now me as the seller, I can prove the item worked as it was listed, and I can further submit proof the items was not returned in the same condition it was sent.
So where was my support fairness when I shipped out a dish set last x-mas, the buyer refused insurance, and the post office ran over the box with a truck. (You could see the tire marks on the box.) The buyer was given a full refund and I was left with a box of broken dishes. The only response I received from support was that I should force insurance on fragile items. It did not matter the buyer refused insurance. Now I ask you how is that fair? Especially now. If I force insurance what do I have to look forward to? a decreased DSR rating because I am protecting myself.
Regarding post 32, if PayPal initially found in favor of the buyer, you would be able to appeal our decision and submit evidence of the tools being damaged by the buyer.
We would reevaluate the case and, if we agreed that the buyer was at fault, we would flag them as an abusive buyer and prevent them from taking further advantage of the claim process.
Thank you for your participation in today's workshop. Your concerns will be routed to the appropriate personnel within eBay. We appreciate your time and feedback!
Thanks for participating in today's workshop. This concludes the "Improved Buyer Protection " workshop. Be sure to check the Workshop Calendar for upcoming workshops.
Subscribe to this topic via RSS Learn more about RSS
Information Central
Welcome to The Workshop Board!
This board is home to eBay Workshops hosted by the eBay Certified Provider Team. Visit the eBay Workshop Calendar for the list of current workshops and topics.
eBay Certified Providers have the tools, services, expertise and experience needed to help develop and grow your eBay business.
eBay Certified Providers are 3rd party companies with extensive expertise on the topic of their workshop. They are independent companies qualified by eBay to have demonstrated experience and expertise in growing eBay seller businesses.
New to eBay? Visit eBay Learning Essentials and learn how to get started on eBay from creating an account to listing your first item.
Already selling on eBay? Take your business on eBay to the next level with eBay Growth Strategies.
Workshops
Learn more about RSS
Must use Buy It Now and PayPal.
)
)
)
