Host: eBay and PayPal staff Date: Thursday 05/15 Time: 1:00 p.m. to 2:00 p.m. Pacific time Location:Workshop Board
Description: Join eBay and PayPal staffers to learn more about the goals of safer payments and eBay item holds. Learn how to avoid having your funds held and what to do if your funds are held to release them as quickly as possible. We will also answer your questions about how holds work, what happens to your funds while they are being held, interest payments, shipping confirmation, communication and dispute resolution.
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:
The Rewards & Standards FAQ page states that some sellers will be required to offer a safer payment option, either PayPal or a merchant credit card.
1) What is the definition of a merchant credit card account?
2) If a payment service allows the buyer to send a credit card funded payment without requiring the buyer to register with the service, does that payment service qualify as a merchant credit card account?
3) Are merchant credit card sellers ever required to provide eBay with information to prove that they have a merchant account?
I'd like to know if I am at risk for the 21-day hold since I have less than 100 feedbacks, and I have less than 10 DSRs. I've had this eBay ID since 2003, but I just haven't had that many transactions with it so far.
Hi everyone, I'm John McDonald with the US Trust and Safety team. As Jim Ambach, VP of Seller Experience, outlined in his announcement in January, we're making some changes that are intended to make the buying experience on eBay better and safer. As part of this initiative, expanded safer payment requirements are scheduled to go into effect on March 17. Since January 2007, all new sellers have been required to offer PayPal or a merchant credit card as a payment option to their buyers. On March 17, this policy will be expanded to sellers or items when they meet one or more of the following conditions: • the seller has higher than 5% buyer dissatisfaction rates • the seller has less than 100 feedback • the items are listed in categories with higher rates of buyer complaints, including: Gift Certificates, Video Games, Cell Phones, Computers and Consumer Electronics. In addition, for a small number of transactions that have a higher risk of buyer dissatisfaction, we may delay the release of funds paid through PayPal. This hold will be placed on only a small percentage of transactions for up to 21 days. Then the funds will be released if there is no dispute. The funds may be released earlier if the buyer leaves positive feedback, or if PayPal can confirm delivery of the item. Sellers enrolled in the PayPal Money Market Fund will earn interest on any pending funds in their PayPal accounts. Your payments will not be held if you meet the following requirements: • You have been an eBay member for 6 months or more, and • Your total Feedback score is 100 or greater, and • Your buyer dissatisfaction percentage is less than 5%. Or • Your average DSR is 4.5 or greater and • Your have received 20 or more DSRs in the last 12 months. I know that there have been questions among our Community about payment holds. Monroe Labouisse, my colleague at PayPal, explains holds in further detail on his post to the PayPal blog – I definitely encourage you to read it. For more information about safer payment requirements in general, see the safer payments section of our FAQ. Sincerely, John McDonald eBay Trust & Safety
Over on the Paypal board it was discussed that when funds are held, the shipping amount/funds are held too.
Amanda said that they were considering the release of the shipping amount of the payment.
Will the shipping funds be released before the 21 days so a seller with many outstanding (on hold) transactions won't be so financially strapped ?? ----------
1. How will "safer payments" affect sellers? When will changes take effect? eBay and PayPal are working together to make buying safer on eBay. Giving buyers safer payment options on eBay will help increase buyer satisfaction and improve the marketplace overall. That's why we're making the two following changes to the Accepted Payments Policy beginning March 2008.
2. What are the payment policy changes? Which sellers do they affect? eBay will require some sellers to offer a safer payment option, either PayPal or a merchant credit card. These payment options offer additional protections to buyers. Sellers will be required to offer safer payment if they meet any of these conditions: have more than 5% dissatisfied buyers in the last 30 days have a feedback score of less than 100 are listing items in the following higher risk categories (and sub categories): gift certificates, video games, cell phones, computers and consumer electronics
If you are required to offer a safer payment option, you might also be subject to holds on payment. PayPal may hold payments for the sale of an eBay item until the earliest of the following occurs: the buyer leaves positive feedback, 3 days after confirmed item delivery* 21 days without a dispute, claim, chargeback, or reversal filed on that transaction
*PayPal can confirm delivery. PayPal will confirm delivery if you use USPS, UPS, or FedEx to ship the item and (i) use PayPal shipping labels, or (ii) upload tracking information to PayPal via the transaction details page. This applies to US domestic transactions only. eBay Motors vehicle categories (Cars & Trucks, Motorcycles, Powersports, Boats, and Other Vehicles categories and subcategories) will not be included in these payment policy changes.
3. How are dissatisfied buyers measured? At eBay we consider a buyer dissatisfied if any of these occurs: The buyer leaves a seller a Detailed Seller Rating (DSR) of 1 or 2 on any of the attributes The buyer files a dispute, claim, or chargeback related to "Item Not Received" (INR) or "Significantly Not as Described" (SNAD) Buyer leaves negative or neutral feedback
4. How will I know if my percentage of dissatisfied buyers is greater than 5%? Sellers restricted based on their percentage of dissatisfied buyers will be notified. Also, a Seller Dashboard will be launched in May to provide all sellers with detailed information about their performance.
5. If I sell in both higher risk and non-higher risk categories, will I be required to offer a safer payment option in all my listings? Not necessarily. Higher risk categories are: gift certificates, video games, cell phones, computers and consumer electronics. You'll be required to offer a safer payment option for higher risk categories. You will also be required to offer a safer payment option in other categories if you have more than 5% dissatisfied buyers in the last 30 days and/or a feedback score under 100.
6. If I don't sell in higher risk categories will eBay require me to offer a safer payment option? eBay is not requiring sellers in non-higher risk categories to offer PayPal or a merchant credit card. However, you will be required to offer safer payment options if you have more than 5% dissatisfied buyers in the last 30 days and/or a feedback score under 100. We will also continue to require new sellers who registered after January 17, 2007 to offer PayPal or a merchant credit card.
7. If I have to offer a safer payment option, do I have to offer PayPal? No. If you are required to offer a safer payment option you may offer either PayPal or a merchant credit card as a payment method for your eBay listings.
8. What is the benefit to sellers of offering PayPal? eBay sellers listing with PayPal have an Unpaid Item rate less than half of sellers who don't. It's free for buyers and seller fees are low. With PayPal, your customers can shop and pay quickly using their credit cards, bank accounts, and PayPal balance. Once they register with PayPal, they can speed through checkout without stopping to enter their card number or address.
PayPal has advanced anti-fraud technology, which literally gets smarter with every transaction that goes through our system and is often able to stop fraudulent transactions before they ever reach our customers.
PayPal offers the Seller Protection Policy which covers most sellers in the US, UK and CA for up to $5,000.00 USD on any eligible transaction.
9. How do I create a PayPal account? Go to PayPal.com and select the "Sign Up" link.
10. Do I have to relist items in my Store that are Good Till Cancelled? Items that are listed in your Store prior to February 26th will remain as is. However, if you fall under the new payment restrictions for safer payments, you must offer either PayPal or credit card as an accepted form of payment when you re-list the item.
Occasional holds on payment 11. Which sellers will have their payments held? In a small percentage of cases where it has been determined the risk of dissatisfied buyers is higher, PayPal may delay release of the payment funds to the seller until the buyer has left a positive feedback or 21 days have passed without a dispute, claim, chargeback or reversal filed on that transaction. To determine if a transaction may have a higher risk of dissatisfied buyers, eBay reports to PayPal a number of factors, including but not limited to:
Seller's % Positive Feedback in the last 30 days Seller's Detailed Seller Ratings in the last 30 days Final price for the item Shipping & handling fee Seller's tenure as an eBay member Seller's total number of Feedback
12. How will I know that my payment is being held Payments that are held will be shown as "pending" in your PayPal balance. PayPal will send an email notifying you when the hold is released. PayPal Money Market Fund customers will continue to receive dividends on amounts that are being held in your account.
13. When will PayPal release the eBay item hold? PayPal will release the hold when the earliest of the following occurs: the buyer leaves positive feedback, 3 days after confirmed item delivery* or 21 days without a dispute, claim, chargeback, or reversal filed on that transaction. PayPal can confirm delivery. PayPal will confirm delivery if you use USPS, UPS, or FedEx to ship the item and (i) use PayPal shipping labels, or (ii) upload tracking information to PayPal via the transaction details page. This applies to US domestic transactions only.
14. What can I do to avoid having eBay item holds? Your payments WILL BE NOT HELD if you meet all the following requirements: eBay Tenure: Greater than 6-months Total Feedback score: More than 100 Dissatisfied Buyers %: Less than 5% Or if you meet all the following requirements:
Detailed Seller Rating: Greater than 4.5 Total Detailed Seller Ratings Received: More than 20 in the last 12-months
15. How can I minimize the chances of having my payments held? Improve your DSR feedback ratings, and Implement best practices to reduce buyer disputes, claims and chargebacks. If they do occur, resolve them quickly and to your buyer's satisfaction.
16. Why is the payment being held for up to 21 days? eBay and PayPal are working together to help increase buyer satisfaction which, in turn, can mean more sales for you. We have found that after 21 days the chance of a buyer dispute or claim significantly decreases.
17. Will my payments be held if I have excellent buyer satisfaction, but sell in risky categories? If you sell in the categories of gift certificates, video games, cell phones, computers or consumer electronics, your listings for those items must offer either PayPal or merchant credit card as an accepted form of payment. However, your payments WILL BE NOT HELD if you meet all the following measures: eBay Tenure: Greater than 6-months Total Feedback score: More than 100 Dissatisfied Buyers %: Less than 5% Detailed Seller Rating: Greater than 4.5 Total Detailed Seller Ratings Received: More than 20 in the last 12-months
18. What should I do if a payment is subject to an eBay item hold? PayPal will release the hold when the earliest of the following occurs: the buyer leaves positive feedback 3 days after confirmed item delivery* 21 days without a dispute, claim, chargeback or reversal filed on that transaction. Once the buyer has paid for the item, ship it. Funds are released as soon as a buyer leaves positive feedback. The faster you get their purchase to the buyer, the faster they can leave you feedback.
*Funds are also released within 3 days of confirmed item delivery. PayPal can confirm delivery. PayPal will confirm delivery if you use USPS, UPS, or FedEx to ship the item and (i) use PayPal shipping labels, or (ii) upload tracking information to PayPal via the transaction details page. This applies to US domestic transactions only. So fast shipping helps you here too.
19. How will cross border items be impacted? The changes to the Accepted Payments policy for safer payments and occasional holds on payment apply to both domestic and cross border transactions.
20. What if I sell on other eBay sites (internationally)? eBay sites outside of the US may have a similar program with their own polices which you must follow. Please check individual country web sites for that country
Is there anything in place for Sellers to protect themselves from Buyers who will take advantage of these new rules with threats of negative feedback,low scores and other scams in order to keep an item and get their money back too?
If I start selling under a new ID (one with 12 feedback now since I've used it as a buyer) will my items be subject to a 21 day hold?
That ID is linked to the same PP account I use for this and one other ID.
It does have the name of the product I want to sell in the ID so I thought it would be better to split things out.
They are low $ items (under $10). I have thousands of paypal transactions under that account but the ID I want to use has no DSRs and only the 12 feedback.
Hi, I'm a buyer who uses paypal for the majority of my purchases. If my paypal payment is put on hold to my seller, do I as the buyer get notified that my payment is on hold?
Being a new seller you are at risk of holds until you have a proven track record on the site. You will no longer be at risk of holds once you have: eBay Tenure: Greater than 6-months Total Feedback score: More than 100 Dissatisfied Buyers %: Less than 5%
Holds can also be avoided once you get more than 20 DSR from the past 12 months with an average score of greater than 4.5.
First, thank you for the workshop although I am disappointed that it was told to the members that there would be one in February then there was none and after repeatedly asking there was no answer as to why there was no workshop until now. I just needed to get that out - vent.
I would like to know since eBay is going to be making sellers in high risk categories accept PayPal or have a MA and Feedback/DSR's are going to play such an important role in holds (and search placement as well) if eBay/PayPal is going to be removing feedback and DSR's for Bank Reversals AND Unauthorized payments made through PayPal.
This is Hagar from eBay Marketing. The policy changes involving both Feedback and holds both include efforts to prevent Buyers from feedback extortion. Let me know if this answers your question.
Hi, I'm Monroe Labouisse, and I manage PayPal's business on eBay in North America. I'll try to answer your questions (posts 4, 7 and 11) about shipping.
First, while we have heard the request to make shipping cost available out of the holds, this is not yet available. We think this is an excellent suggestion and are looking at a way to make those funds available only for shipping. The trick is to make the funds available only for shipping and this requires new product functionality.
The current holds functionality does require that sellers pay for shipping out of other funds, i.e. funds other than those being held. Given that we are only going to hold on a small percentage of transactions, we do not expect that this will be a significant disruption to seller cash flows. What I can tell you is that once funds are held, they are good funds and so as a seller, you just need to provide the buyer a positive experience and use tracking with delivery confirmation in order to get paid back for the shipping.
Finally, you can upload trackign to eBay and PayPal even if you don't use our label solution. I'll provide you more detail in just a minute.
Buyer dissatisfaction considers a number of factors including negative and neutral feedback, Item Not Received (INR) complaints, Item "Significantly Not As Described" (SNAD) claims, and Detailed Seller Ratings (DSRs) of 1 or 2. The buyer dissatisfaction rate is calculated over a rolling 30 days.
The Rewards & Standards FAQ page states that some sellers will be required to offer a safer payment option, either PayPal or a merchant credit card.
1) What is the definition of a merchant credit card account?
2) If a payment service allows the buyer to send a credit card funded payment without requiring the buyer to register with the service, does that payment service qualify as a merchant credit card account?
3) Are merchant credit card sellers ever required to provide eBay with information to prove that they have a merchant account? - sandypurins
1) Some sellers use other means to process credit card payments such as having a machine/terminal that accepts credit card numbers.
Thanks for your question. Your new account will be subject to the holds. However, once delivery is confirmed buy the buyer or positive feedback is left the funds will be released to you.
If a seller and buyer enter into a Dispute Resolution process and that is about a UPI issue, if the dispute process finds in favor of the Seller, then any negative or neutral feedback and DSRs based on that transaction would be removed in that instance. thanks, Hagar
What I can tell you is that once funds are held, they are good funds and so as a seller, you just need to provide the buyer a positive experience and use tracking with delivery confirmation in order to get paid back for the shipping.
That really should be added to the FAQ page and the user agreement. ----------
I sold an item to an international buyer and when I check on paypal I can only see the transaction where I sent a money request for the amount. I received an email from paypal saying that as soon as I enter the shipment tracking information they will release the funds. When I contact paypal they say thay have no knowledge of this transaction and the transaction id i was emailed is not valid, yet the woman also told me she was not sure as there were new security policies being inacted, Any suggestions on this, If I ship it and don't get paid, I am screwed right?
But not outside the UPI window like most Bank Reversals and Unauthorized Use claims are, that is my concern, after the 45 days the seller is toast and there is no way to report it to eBay for feedback removal. That is what is needed, a way outside the 45 day window. When Bank Reversals happen they happen in chains to many many sellers going back months, sometimes a year to all the buyers sellers.
1. Individual tracking numbers can be uploaded on My eBay, in Selling Manager and Selling Manager Pro, or from the Transaction Details page on PayPal
2. Sellers can also bulk upload tracking on eBay using file exchange, though this is not an easy solution yet. For more information, see http://pages.ebay.com/File_Exchange/
3. eBay has also enabled its API to receive tracking numbers from third-party solutions providers, so if you are using a third-party solution, ask them if they enable this yet
The sellers that have holds, please send them an information email right as the hold happens that outlines Seller Protection so they know to get DC, SC and Proof of Shipping (if they are in ESPP) and Proof of Delivery, not all sellers know about SPP especially the new ones with under 100 FB. If a seller is in trouble from feedback/DSR's they might benefit from some SPP education and showing them about PayPal Shipping.
But make sure you note that you can't get Proof of Shipping with PayPal Shipping. I found that out.
So if I'm not utilizing a paid subscription such as Selling Manager or Selling Manager Pro, and I'm not up to the task of File Exchange, am I out of luck? Is there no line of direct communication in general seller support or PayPal support where I can provide this tracking information?
This does sound like an unusual situation, and I'm not sure you should ship. I'd like to get more information from you. Would you please email me to provide more information? Include your PayPal account email address
If your in ESPP you can't use PayPal Shipping for Proof of Shipment for protection against Unauthorized Use claims.
If the post office scans the DC as Accepted it has the sellers city, state zip online not the buyers so you can't use it. I went round and round with PayPal CS about it, I had to go to the PO and get retail DC and have the stub filled out with the buyers address and round stamped by them for Proof of Shipment in case the buyer filed on me. You can't get Proof of Shipment and Proof of Delivery with PayPal Shipping or PayPal MultiOrder Shipping.
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.
Previous
)
)
)
)
)
