EBAY - Change to resolutions?

Banned 4 replies
Found 28th Apr 2009
taken from - pages.ebay.co.uk/sel…tml

see next post


Original Poster Banned

We are introducing a new, more efficient dispute resolution process for when buyers claim an item was not received or the item they received was significantly different than described in the listing. The goals of the new process are to keep buyers on eBay by giving them a more familiar eCommerce resolution experience, and to reduce the time buyers and sellers spend resolving issues.
Direct communication between buyers and sellers will continue to be strongly encouraged. With the new process, buyers and sellers will also have an option to call eBay. We’ll be taking a more active role, and [SIZE=4]in certain cases when we determine the seller was not at fault we may refund the buyer at our own expense. [/SIZE]
Beginning in the second quarter of 2009, we will start directing eBay buyers to resolve disputes on eBay instead of on PayPal. Once this transition is complete, the new on-eBay resolution process, backed by eBay customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with eBay sellers. Sellers will still need to continue to monitor the PayPal resolution centre as well as incoming communication from eBay.
Later this year, when we provide more details on the new process, we’ll also announce improvements to the process for resolving seller claims of unpaid items--improvements designed to help you sell more efficiently and profitably on eBay.


What is the new eBay Resolution process?
We are introducing a new dispute resolution process for when buyers claim their item was not received or the item they received was not as described in the listing. This new, on-eBay resolution process is intended to accomplish several objectives:
[*]Help buyers and sellers resolve disputes in fewer steps, and provide buyers with a more familiar eCommerce resolution experience
[*]Enable eBay to step into disputed transactions. As today, in cases where the seller is found at fault, the buyer will be refunded by the seller. However in certain cases eBay will refund the buyer and not find the seller at fault
[*]Retain substantially the same definitions and policies that PayPal uses to resolve item not received and item significantly not as described disputes[/LIST]Currently, buyers with an issue contact the seller and, if there is no resolution, start the dispute process online via PayPal’s resolution centre. With the new system, when a buyer begins the dispute process and indicates they did not receive their item or the item received was different than described, they may be given the option to contact eBay.
The new eBay system will be launched gradually over the next several months. We expect to launch item not received resolution first, and will gradually launch item significantly not as described resolution second. We anticipate that the transition will be complete before the Christmas selling season.
Once complete, the new on-eBay resolution process, backed by eBay customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with eBay sellers.
How does this new process benefit sellers?
The new system is designed to have fewer communication steps between buyer and seller, and require a shorter time to dispute resolution. We will also better monitor and prevent buyer fraud or abuse.
Will all buyers be given the option to contact eBay for dispute resolution?
Eventually, yes. However, we will introduce the new process slowly over the next few months so we can work closely with buyers and sellers to ensure it’s working for everyone. We expect to offer the new process to all buyers and sellers by the 2009 Christmas selling season.
How does this new eBay Resolution process work?
If a buyer has been unsuccessful in working directly with a seller, the buyer can contact eBay. An experienced Customer Support representative reviews the case, examining transaction details such as item description, buyer and seller track record, seller location, payment, and postage & packaging details. If the buyer’s claim warrants further investigation, eBay will contact the seller.
The seller will have a certain number of business days to do one or more of the following:
[*]In cases where the buyer claims the item was not received, provide proof of delivery (using the same methods required by PayPal currently)
[*]In cases where the buyer claims the item was not as described, provide proof that it was (using the same methods required by PayPal currently)
[*]Or, resend or replace the item, or refund the buyer[/LIST]If the time elapses without a response or a refund to the buyer, eBay will generally refund the cost of the item and postage to the buyer and, when appropriate, seek to recover transaction funds from the seller as currently happens through the existing PayPal process.
For transactions resulting in a buyer refund, sellers can go to the mutual transaction withdrawal option of the Unpaid Item process to request a refund of their Final Value Fee, the same way the current process works. However, we expect to revise the fee-refund process later in 2009, so that in certain instances sellers will get a refund of their selling fees automatically
We understand that there will be times where both buyer and seller may be right. In those cases eBay may absorb the cost to reimburse the buyer without any impact on the seller.
Will there be a change to the eBay User Agreement for eBay to seek to recover transaction funds from the seller?
We are investigating the options to make this as smooth a transition as possible, and will give sellers a lot of notice if changes to the eBay User Agreement are needed.
Are buyers required to contact the seller before opening a dispute with eBay?

In most instances, buyers will be strongly encouraged to contact the seller first, but it will not be required. In some cases, eBay will contact the seller directly.
When can buyers contact eBay about a transaction?
eBay Customer Support will be available for buyers at any time to answer transaction questions. In many cases, this will save time for sellers, because our Customer Support agents can answer basic questions that otherwise would have gone to the seller.
eBay will not contact the seller unless the buyer has received the item and believes it’s not as described, or the buyer hasn’t received the item after a reasonable amount of time. In cases where postage time is clearly disclosed in the listing, eBay will encourage the buyer to contact the seller first and not seek resolution until a reasonable period of time after the specified delivery date.
Is there a time limit for a buyer to place a claim?

Generally, buyers will have 45 days from payment to file a claim—the same as with the current PayPal dispute resolution system. Exceptions may be made based on factors such as buyer and seller track record, listing information, item location, and postage method
If a buyer doesn’t want a refund, just a replacement, how is that handled?

eBay would encourage the buyer to contact the seller to request a replacement. If the buyer is unable to resolve the issue, they will be encouraged to contact eBay again. They will have 45 days from payment to file a claim.
What if the buyer never paid for the item? Can they still call eBay with a dispute?
Buyers are welcome to contact eBay for any reason. However, eBay will not permit claims when the buyer has not paid the seller.
Would eBay ever settle a case with a buyer without first contacting the seller?
eBay may decide to refund the buyer before contacting the seller, but in all cases the seller will have a certain number of business days to respond to a claim. If a seller successfully settles the claim and the buyer had already been refunded, the buyer will be asked to return the refund.
What documentation will eBay accept from sellers when buyers claim their item was not received?
For item not received, as with PayPal’s current process, proof of delivery is acceptable documentation for items under £150. For full conditions, ]see PayPal’s Seller Protection terms and conditions.
The protection requirements against chargeback claims do not change. ]See PayPal’s requirements for chargeback claims.

Original Poster Banned

What if the item is still in transit when the buyer contacts us?
If the item is still in transit, eBay will consider the delivery estimate in the listing. If the item has tracking which indicates that it should arrive within the delivery estimate plus a reasonable amount of additional time, the buyer will be told to wait
What if the item is stuck in customs because the buyer won’t pay the import fees?
Cross-border trade disputes will be evaluated on a case by case basis using all of the available transaction information. We will not accept disputes filed by cross-border buyers where the sole complaint is high customs duties. Cross-border sellers can also facilitate reviews of their cases by specifying in their item description that cross-border buyers are responsible for any customs, duties, etc. imposed by the buyer’s home country.
Will buyer claims that the item they received was significantly not as described also be handled under the new system?
eBay will start the new process for item not received claims first, followed by claims that items received were significantly not as described. We expect to have claims of both types handled by the new process before the 2009 Christmas season.
If the buyer claims the item they received was not as described, but the item is clearly described correctly in the listing, is the seller protected against the claim?
We expect that the new eBay resolution process will manage item significantly not as described disputes in substantially the same way as they are handled under the current PayPal process.
Examples of situations where PayPal considers items significantly not as described and the seller is held accountable:
[*]Buyer received a completely different item. Example: Purchased a book and received a DVD or an empty box.
[*]The condition of the item was misrepresented. Example: The listing said "new" and the item was used.
[*]The item was advertised as authentic but is not authentic.
[*]The item is missing major parts or features which were not disclosed in the listing.
[*]Three items were purchased from a seller but only two were received.[/LIST]Examples of situations where items are NOT considered “significantly not as described” and the seller is not held accountable:
[*]The defect in the item was correctly described by the seller.
[*]The item was properly described but the buyer didn't want it after they received it.
[*]The item was properly described but did not meet buyers’ expectations.
[*]The item has minor scratches and was listed as used condition.[/LIST]What happens if eBay determines the buyer’s claim is warranted? Will eBay make sure the item is returned to the seller before a refund is given? Who pays for return postage?
We expect that we will follow PayPal’s current practices. eBay may require buyers to return items to sellers, with the buyer paying return postage expenses.
Will a seller’s excellent buyer satisfaction rating be taken into account during this process?
Yes. In addition to transaction and listing details, we will also consider whether the claim is an isolated complaint for an otherwise high-performing seller.
What happens if a seller successfully appeals a dispute?
If a seller’s appeal is successful, the case will be closed. In some cases, eBay may still refund the buyer at eBay’s own expense.
Will the buyer be able to leave negative feedback on a transaction if a seller successfully appeals a dispute?
There is no link between eBay’s resolution process and the feedback system. As is the case today, buyers will be free to leave feedback regardless of dispute resolution outcomes and all the current reasons for ]feedback removal will still apply.
How will this new process affect my feedback and Detailed Seller Ratings (DSRs)?
The Feedback system, including Detailed Seller Ratings, will not change as a result of this process. In testing this new process, we have seen no material difference in feedback or DSR scores.
If a seller successfully appeals a dispute will Buyer Satisfaction Ratings be affected?
When eBay decides a seller is not at fault for a dispute, the seller’s Buyer Satisfaction Rating will not be impacted. However, buyers will be free to leave feedback regardless of dispute resolution outcomes.
How does eBay determine if a seller is at fault and what are the consequences?
We expect to evaluate whether sellers are at fault using the following criteria.
[*]For item not received claims: A buyer claims they did not receive the item, and the seller does not provide delivery confirmation. This is similar to how PayPal reviews claims currently.
[*]For item significantly not as described claims: We expect to follow current PayPal practice in evaluating these claims. More details on how PayPal manages claims are available in the protection for buyers and protection for sellers sections of the ]PayPal User Agreement.
[*]We will publish full details of eBay’s evaluation criteria later this year, as the system goes live.[/LIST]Consequences from eBay to sellers may include:
[*]Request from eBay to refund the buyer.
[*]If the seller does not refund the buyer or successfully appeal, recovery of transaction funds.
[*]Negative or neutral feedback at the buyer’s discretion.[/LIST]Sellers with repeated claims relative to total sales may be at risk of violating eBay’s Seller Performance policy. Consequences of violating this policy include:
[*]Reduced or eliminated PowerSeller fee discounts
[*]Loss of PowerSeller status
[*]Decreased visibility in search results
[*]Requirements regarding payment options and potential holds on payments made through PayPal
[*]Account suspension[/LIST]What should sellers do to make this new process run smoothly?
Follow these best practices:
[*]Choose a postage service with delivery confirmation.[/LIST][LIST]
[*]Write detailed listing descriptions with accurate item condition such as used, new, or refurbished. Clearly describe any flaws.
[*]Include multiple pictures of an item in your listings, especially if there are flaws.[/LIST]Can sellers contact buyers after the buyer has received a refund to learn more about what happened and how they can improve?
Sellers are allowed to contact buyers to learn and provide good customer service. Additionally, sellers should monitor their feedback, Detailed Seller Ratings, and standing through the Seller Dashboard.
Please note that buyer harassment by sellers will not be tolerated and eBay takes harassment reports seriously.
What is eBay doing to protect sellers from buyer abuse?
eBay has an extensive risk management infrastructure and removes fraudulent buyers from the site. We also monitor for abuse of return policies—for example, too many claims in a period of time. Buyers with more than normal, minimal return rates would be prevented from using the system. One advantage of having eBay closely engaged in the resolution process is that we can monitor buyer return activity more closely and step in quickly to prevent abuse.
What can sellers do to protect themselves from buyer abuse?
Sellers should report buyers who are abusive, either by contacting eBay Customer Support or by following eBay’s process for ]reporting inappropriate behavior.
What are eBay’s plans for improving the unpaid item dispute process?
We are planning two significant changes to the unpaid item dispute process. First, for PayPal only items, eBay will be able to auto-file and auto-credit sellers. Second, for Fixed Price items, we will begin removing negative and neutral feedback ratings left after a seller files an unpaid item dispute. We expect to launch both these changes in 2009.

Original Poster Banned

err....when the hell was this announced?

Oh no they didn't :w00t:
Post a comment
    Top Discussions
    1. Netflix Family - Anyone got any places going?23
    2. Mobile phone advice11
    3. dakine backpacks22
    4. Home CCTV system advice.33

    See more discussions