eBay

tyler@ebay · ‎02-26-2020

Seller protections, clarifications to requests and cases are all discussed here. Use this thread to discuss or leave questions and I’ll work on getting them addressed.

Tyler,

pjcdn2005 · ‎02-26-2020

I see some positive changes but the one thing that does concern me is the statement

"In addition, if proof of shipment is not provided within 3 business days after an “Item not received” case is opened, we may decide the case in the buyer’s favour without requiring the buyer to contact eBay."

There are times when a buyer opens an item not received case just to let you know that they haven't received the item yet but they are willing to wait a while longer. This is especially true for international sales. Is there some criteria as to when ebay will automatically refund the buyer after 3 business days for non tracked items or will that be standard?

Also, this could cause a problem with Canadian buyers when the listing is on .com. Although the generic standard or economy shipping we use when listing on .com gives an eta for most countries, there is no eta for Canadian buyers. That means that a buyer making an purchase from a Canadian seller who listed on .com can open a claim within 7 days. When I ship from Alberta to Ontario with expedited parcel, the eta is at minimum 6 business days. Non tracked mail often takes longer than 7 days unless the buyer is in a close by province.

srinivasavenkates_0 · ‎02-26-2020

@pjcdn2005 wrote:

I see some positive changes but the one thing that does concern me is the statement

"In addition, if proof of shipment is not provided within 3 business days after an “Item not received” case is opened, we may decide the case in the buyer’s favour without requiring the buyer to contact eBay."

There are times when a buyer opens an item not received case just to let you know that they haven't received the item yet but they are willing to wait a while longer. This is especially true for international sales. Is there some criteria as to when ebay will automatically refund the buyer after 3 business days for non tracked items or will that be standard?

Also, this could cause a problem with Canadian buyers when the listing is on .com. Although the generic standard or economy shipping we use when listing on .com gives an eta for most countries, there is no eta for Canadian buyers. That means that a buyer making an purchase from a Canadian seller who listed on .com can open a claim within 7 days. When I ship from Alberta to Ontario with expedited parcel, the eta is at minimum 6 business days. Non tracked mail often takes longer than 7 days unless the buyer is in a close by province.

Thanks for your comment. As long you can upload tracking that gives us at least one scan on eBay (this acts as proof that you shipped the item) within 3 business days of buyer filing an "Item not received" request, we will not step in and close the claim in favor of the buyer. Instead we will wait and only step in if the buyer asks us to step in and decide the case at the end of the 3 business days (which is what happens today). This will hold true when you list on the .com site as well. However the problem with using non-tracked mail is we will have no visibility into status of shipments when buyer files an "Item not received" request and we will have to decide the case in the buyer's favor. For this reason, we have recommended a list of integrated carriers (both for US and CA sites) that have robust integration with eBay and hence can provide us with scans.

pjcdn2005 · ‎02-26-2020

Are you saying that in ALL cases, if a buyer opens an inr and there is no tracking, ebay will automatically refund after 3 days?

srinivasavenkates_0 · ‎02-26-2020

@pjcdn2005 wrote:

Are you saying that in ALL cases, if a buyer opens an inr and there is no tracking, ebay will automatically refund after 3 days?

Yes this would be applicable to all cases except when selling large and bulky items where you will not be required to use an integrated carrier when you set the delivery option as Freight.

lotzofuniquegoodies · ‎02-26-2020

@srinivasavenkates_0

This does not address the issue of being forced to use expensive tracked service for a return of a low value item that was shipped originally with untracked, low cost shipping. Seems like cruel and unusual punishment on the backs of sellers.

-Lotz

mrdutch1001 · ‎02-26-2020

although I can still count on one hand the number of return requests in my many years of selling on eBay, I am no longer listing any items on eBay for which I can not accept a loss should a return request happen and does not go well.

Getting very close to being done as a seller on eBay.

femmefan1946 · ‎02-26-2020

I agree.

Returns are rare for most sellers, and I believe if a seller is getting a lot of refund requests/demands/disputes she should be looking at her business practices as well as her customer demographics, but this three day window is problematic.

And while I presume this is three BUSINESS days, what happens when Canadian holidays do not coincide with American ones? (St Jean Baptiste? Victoria Day? Boxing Day? Thanksgiving?)