w~~_7.JPG "pjcdn2005"){kind=avatar}
@pjcdn2005 wrote:
A comment and a question.
Unless the seller contests a nad claim, it's my understanding that ebay will not investigate the claim. Perhaps you are keeping track of how many nad claims a buyer makes but if I happen to be the first or second seller that they've made a claim with and they go on to make another dozen claims...I would already be out the money or the item so those safeguarding methods only work with a 'serial' abuser and even then, I'm not sure that they always work.
But because our non resolved claim limit is so low, many sellers are going to hesitate to challenge the claim in case they lose even if they are convinced that they are in the right. The low limit seems to be ebay's way of stopping seller's from fighting claims.
According to our data, buyers who act maliciously and do such things as complaining that an item is not as described when it is, in fact, as described, don't do so just once. They usually show the same malice in pretty much everything they do and don't stay on eBay very long. so, even if our detection methods rely on repeat offenses, they do work and that has been proven time and again.
Also keep in mind that sellers usually have a fair warning on their Seller Dashboard if there are issues that threaten to push them below the acceptable performance standard. Fighting undue reports of transaction issues is very important if we're going to both be able to protect good sellers and punish buyers who abuse the system.
@pjcdn2005 wrote:
The question - Once a seller goes over the .3% of non resolved claims are they automatically a below average seller (or worse) or is there a minimum number allowed? For example, if a seller has 200 sales/year, (200 sales x .3% = .6) are they allowed to lose just 1 non resolved claim before there are sanctions or is there a minimum of 2? If there is a minimum, do the sanctions start once they reach that number or not until they go over the minimum?
As far as I know, there is a minimum of claims a seller can hit if their sales level is too low for the percentage to make sense. Can't remember what that minimum is off the top of my head, but your Seller Dashboard has that info I think. As far as sanctions go, there are some more serious cases where they may be immediate but for the most part they are applied at the next evaluation, at the 20th of each month.
@pjcdn2005 wrote:
Thank you for answering the question about international claims.
I don't understand though why duty/tax is brought into the equation at all since as discussed previously, the buyer can claim back the duty/tax from their own government. A seller should not be charged duty/tax on a return since the item originated in that country.
I didn't mean to say that the seller would be charged duty or tax for a return shipment, but since a return shipment may incur such charges, it needs to not be ignored and be part of our policy somehow. Hope this makes my last post more clear 🙂
@gctks wrote:
Can you provide more information on how we can prevent item not as described claims or at least tell us the historic percentage of these claims that are adjudicated in either the seller`s or buyer`s favor? We cannot gauge the risk(s) we are running, specifically due to Item Not As Described claims without this information.
The best way to prevent claims of items not as described is to accurately describe your items 🙂 Sorry for stating the obvious but this is really all there is. If you do that, you don't need to be worried that buyers falsely claiming they receive items not as described from you will put you out of business.
Lastly, and as I repeatedly stated to you in emails and on here, the data you are requesting around historical claims data is not publicly available and we will not share it.
@pierrelebel wrote:
"The best way to explain this is to use today's example. You're a Canadian seller listing on eBay.ca, but your buyer made his purchase on eBay.com. This means that if there are any issues with the item or transaction, the buyer is protected under the eBay Money Back Guarantee as it is currently in place on the US site, with all the rules implicated in that program."
OK let's go with your example.
A Canadian buyer purchase an item on eBay.com (as many Canadians do) from a Canadian seller listing in US$
The item is not as described
eBay.com rules apply.
The item was sent by mail with the seller using postage stamps, not PayPal.
eBay orders the seller to refund return postage to buyer.
How exactly would that work? Can a seller refund more than the original amount of the transaction through PayPal? and how much postage and what specific CP service would the seller have to pay ?
Hi Pierre, good to see you 🙂
When eBay forces a return and puts a seller on the hook for the return shipping cost, we either ask the seller to arrange this with the buyer, or we provide a return label to the buyer and charge that label back to the seller. If the seller and buyer arrange the return between themselves, how the shipping is purchased or how money for shipping is provided is up to them.
When it comes to what specific CP service to use, that is part of what details are still being ironed out.
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