A payment dispute occurs when a buyer initiates a chargeback for a purchase transaction with their credit card issuer or payment service provider. For more information, see how to handle payment disputes as a managed payments seller.
This policy outlines our expectations for buyer behaviour. When buyers don't meet these standards, sellers can report abusive behaviour - opens in new window or tab. Engaging in activity as described in this policy may result in a range of actions, including the loss of eBay Money Back Guarantee coverage, issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, and account suspension.
When we review a report of a member violating our policies, we look at the circumstances, including the members' history. We make decisions based on the evidence in the individual situation, as well as by evaluating patterns of behaviour that create a negative value in the marketplace. If we aren't sure about something, we may not take any action. Also, because we respect our members' privacy , we can't discuss the results of any investigations.
Buyers must pay for the items they win or buy on eBay within 4 calendar days of committing to buy. A seller can cancel your order if you do not pay within 4 calendar days of winning an auction or buying using Buy It Now. Buyers who have excessive unpaid items or cancelled orders may have limits imposed on their account, or lose their buying privileges.
We want to make sure eBay is a safe place to sell. In order to make eBay a safe place to sell, we hold our buyers to certain standards. When buyers do not follow these standards we take action on our buyers and we protect our sellers.
Skip to main content. Enter the key words you want to ask for help. A dialogue will open as you type your search terms. Here are links to the two threads on the eBay boards about returns where sellers get into the nitty-gritty of what they have experienced:. Do not sell expensive items on ebay Free returns does not help. Login is required to post comments. To sign in to leave a comment, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page.
The following answer is from a FAQ on the eBay help page about seller protections: "You can ask eBay to step in and help if you feel the buyer has misrepresented the reason for the return. Sellers who fall below eBay's minimum performance standards face a number of possible consequences: - eBay may limit their selling activity; - eBay may penalize them in search; - and eBay may charge them higher final value fees.
Here are links to the two threads on the eBay boards about returns where sellers get into the nitty-gritty of what they have experienced: Altered Items No Longer Will Be Covered By Ebay Do not sell expensive items on ebay Free returns does not help. Tweet Share. Comments 29 Leave Comment Permalink. Sun Oct 6 I had to deal with the credit card company over an Ebay seller who didn't even get the package to the post office.
As always, eBay has designed seller protections and claim they have your back Of course they have your back - that's how they know where to stick the knife in. I never, ever, ever ask eBay to step in to any dispute. If I can't resolve the issue with the buyer myself, I just eat it, write it off and move on.
Fortunately it is a rare occurrence for me. Most buyers are honest. Others aren't very bright and I get them cornered in their lie, they give up. Only once have I mentioned contacting law enforcement. Never heard from him again. The ''review'' of the dispute by eBay typically takes about 30 seconds and all too often results in favor of the buyer. I don't need that kind of help. Mon Oct 7 One of the Mods actually made this idiotic statement.
That would be one heck of a mile commute. This is the new October 1 seller protections? And as usual, no announcement. Great new seller communication! This is the same ebay that so many here posted their suggestions when what's-his-name the revolving door Walmart executive said NOW he is listening. Will eBay stick Managed Payment sellers for credit card chargebacks if tracking shows that the item was delivered? This is nothing new.
Even when in 2 cases the buyer admitted they lied in ebay messages I still lost. I no longer send disputes that way I call only. Customer Service is much better than in the past. Rather than asking eBay to step in and help automatic loss for defective and not as described claims , pick up the phone and ask for their 'advice' on what to do.
If you have a good case they will likely tell you to accept the return if not done automatically and then appeal with a phone call. Make sure they document what was decided on for the appeal if they tell you you will win. This past week, a customer ordered an item and after I shipped, they ordered the same item again.
I sent both separately, thus two tracking numbers. Customer received both and may have opened one but then contacted eBay saying it did not match the description or pictures. Several days later, eBay reverses my payment saying they received confirmation of delivery of the items back to me.
The eBay case did not show any tracking numbers. I went to the post office and the customer has written "refused" on one package and put it back in the mail. Thus, they only returned one item, not both. I contacted eBay and expected a fight. The rep reviewed the complaint and my listing and then ran the tracking numbers my numbers from the original shipment.
As I had explained, one tracked to the customer and then back to me the refused package but the other only tracked to the buyer. The rep was extremely professional and said that eBay closed the case incorrectly. They refunded both my payments and removed the defects from my account. They agreed that my description was clear, the custom made false claim and they never used the return postage eBay provided them and only one package tracked back to me.
I also have one of the two items sold. I was impressed with how the rep handled that case and how quickly they resolved the situation. Time will tell if the buyer can still claim for a refund. I asked the eBay rep if the buyer will be able to do anything to take the money back and was told they could not. I won't count the money yet. I wonder what will happen if the customer uses one of the eBay labels to return the other item. If my dispute resolution holds, I will say that eBay has turned in a new direction and I am optimistic of the future.
ZZ Appeal what exactly? You took the return, so you have the item. Are you thinking Ebay might give you the money back that you gave the buyer AND you have the item in which you can resell? That means that when you approve the return and let the process happen, you don't have anything to appeal.
This return system that Ebay labeled Simplified Returns last fall is beyond a hot mess. It is incredibly unfair to sellers, beyond what the system even was before this change and it was bad then. I could probably write a book about how unfair and increasingly damaging this policy is on sellers.
And yes the reports are correct, Ebay is ignoring published policies on Return Requests that involve the condition of the item, altered items, and a few other policies. A seller can not win if they try to fight these no matter how much proof there is. Not even if the buyer specifically admits to some of this. Ebay will claim it isn't clear and rule for the buyer.
Which certainly is better than a full refund, which is what will happen if you leave it up to Ebay. Bird Mad I can't tell you how lucky you were to get someone that actually worked for you. It isn't normal. The refusal package is what likely really help to. The protections on an INR are the best that Ebay has to offer.
They really are pretty good. So that was the key thing that helped you.
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