posted on November 17, 2004 08:27:05 PM new
***Coming in January: Item Not Received Process***
Date: 11/17/04 Time: 03:02:14 PM PST
In January 2005, eBay will be launching a new method to help buyers and sellers communicate and resolve disputes when a buyer experiences a problem. The new Item Not Received process will introduce a set of product and policy enhancements that take the mystery out of what to do when the buyer has not received an item or has received an item that is significantly different from what was described in the listing.
Why the Item Not Received Process is Important:
Today, when there is a problem with a transaction, it can often be unclear to both buyers and sellers what steps they can take to reach a successful resolution. This can lead to added frustration and a negative member experience for both transaction partners. The new Item Not Received process will help both buyers and sellers understand what actions to take in the unlikely event that a transaction problem occurs.
Benefits of the new Item Not Received process include:
* Enhanced Buyer-Seller Communication System -- Buyers will be able to initiate a dialogue with sellers from within My eBay. This system is designed to facilitate positive outcomes. At each stage of the process, eBay will provide guidance to both the buyer and the seller, through educational tips and next steps that may help them resolve the problem.
* Consolidated Dispute Console in My eBay -- Buyers and sellers will be able to track and respond to any Item Not Received or Unpaid Item dispute from one location in My eBay.
* Improved Member Education -- New buyers are often unfamiliar with what to expect on eBay. The new process will emphasize education for new buyers at each stage of the process. It will also require that buyers wait at least seven days to initiate a dispute. This will give the buyer time to learn about standard delivery times and other processes related to purchasing items on eBay. In addition, both buyers and sellers will receive resolution tips to improve chances for resolution.
* Shorter Waiting Period -- Buyers who are unable to resolve a dispute with the seller will not have to wait as long to file a claim through the eBay Standard Purchase Protection Program. A buyer will be able to close the dispute and file a claim 17 days after the listing ends on eBay. (Currently, there is a 30-day waiting period).
* Better Integration with PayPal -- Buyers who pay with PayPal will be brought directly to PayPal to initiate a claim. PayPal will determine if the claim is eligible for coverage and will pay the claim directly based on criteria for PayPal Buyer Protection or the eBay Standard Purchase Protection Program.
For more information, please read our Item Not Received Frequently Asked Questions and take the educational tour.
As we draw closer to launch, please look for more updates and informative workshops. We welcome your input on the new Item Not Received Process, and we encourage you to email [email protected] with your comments.
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"Life's journey is not to arrive at the grave safely in a well preserved body, but rather to skid in sideways, totally worn out, shouting "...holy sh@#...what a ride!"
posted on November 17, 2004 09:03:13 PM new
This part is my favorite...
"A buyer will be able to close the dispute and file a claim 17 days after the listing ends on eBay. (Currently, there is a 30-day waiting period)."
Of course it doesn't say 17 days after payment is received by the seller.
At least once a day I am answering an email question from a buyer who's wondering where their package is when they paid for parcel post. In more then one place I tell them parcel post is going to take 3 weeks from Alaska. I almost always get a reply back saying "oh, I forgot it was coming from Alaska"
So now...Auction closes buyer pays for auctin via check...that I receive 10 days after the auction closes...they pay for parcel post...Well it's just a nightmare waiting to happen. I may have to go back to priority mail only.
[ edited by ewora on Nov 17, 2004 09:03 PM ]
posted on November 17, 2004 09:17:08 PM new
It sounds like ebay is trying to force everyone to use their pretty USPS Priority Mail boxes to ship everything! Oh Joy! At least they are going to wait until after the Holiday season to implement this latest hatred against the evil sellers.
We love you to Meg!
Kevin
posted on November 18, 2004 03:48:37 AM new
17 days? Are they nuts? The holidays are coming up and the mail slows down significantly during that time. Fortunately, almost everything I sell goes Priority Mail for this very reason. Even then, it's no guarantee. Recently a Priority Mail package took almost a week. How is this helping the seller? Refresh my memory, who's paying the fees to eBay?
Cheryl
Girls say "Yes" to boys who say "No". Say "No" to war. - from a 1960's antiwar poster
posted on November 18, 2004 05:05:18 AM new
twelve
You are right. I am going to have to modify things before the end of the year. No more personal checks. No electronic check pays though PayPal. Int'l through Bidpay only (I know, I should already be doing that). Priority Mail only (this will cost a lot of money for my Int'l bidders). Payment within 2 days for Int'l and 5 days and not 10 for domestic. This will probably kill off my loyal buyers. I will also be re-opening my web site. I don't feel as though I have a choice.
I'm already changing my About Me page to reflect the changes and will have to change my template as well. I will have to look at each customer as a potential crook now.
Cheryl
Girls say "Yes" to boys who say "No". Say "No" to war. - from a 1960's antiwar poster
posted on November 18, 2004 05:26:13 AM new
Whoever thought of this "policy" needs their "Meds" changed NOW!! As the announcement reads now there is a very serious part left out, as someone else pointed outf course it doesn't say 17 days after payment is received by the seller. Instead it reads:"It will also require that buyers wait at least seven days to initiate a dispute" But it does not specify that it must FIRST be paid for. One h&** of a loop hole left for buyers and scammers. We all know that it has become common for buyers to attempt to set their own terms of sale after the auction to complete.
Case in point: I had an auction end on Oct 31. In my terms I state that payment must be RECEIVED 7 days after end of auction. Buyer emails immediately after end of auction stating they will be paying via paypal on NOV 12. (do the math and think of the new proposed system) I did email back and gently remind them that the terms that they bid on was payment in 7 days. Of course they stated Nov 12 is when they will be paying!! Checked their feedback, 200+ , item sold @$85.00 so I do wait and they did pay the evening of Friday Nov 12 (followed by 4 emails when are you leaving me my pos. feedback)LOL I shipped it on Monday Nov 15. Under this new plan, this person could file on Nov 17 that they have not received the item...............ebay just can not be this stupid. They can see that it wasn't paid until Nov 12, and of course I'm sure I the seller would have to jump through hoops to prove that it was shipped, whereas all the buyer had to do was fire off an email to ebay, duh your policy says 17 days and I have not received it yet.
Had a slick one 2 days ago: I filed NPB, and had no communication from winner. Half hour later I receive notice from paypal for payment, great. Half hour after that I receive email from ebay: Please respond to NPB process, I go in and look, buyer had received NPB email, paid, then responded to ebay " don't know what sellers problem is as I have paid for this through paypal and have not received it yet." Sweet, thank you ebay for allowing the buyer to twist it around.
To protect the seller, all I can think of is to start checking off the box for immediate payment is required. But in doing that most buyers will stay away from those auctions as, lets face it, the buyers want to be in control of the transaction, not the seller.
They need to fine tune this new year nightmare.
posted on November 18, 2004 05:29:02 AM new
Look around eBay, there are many sellers who already have a TOS that only takes paypal... and who owns paypal?
I think this is a way to force the quick sale and also have sellers list more...
Paypal will become evem more of a cash cow, but the buyer will "feel" safer with the protection plan...
AIN'T LIFE GRAND...
Bigotry and prejudice -- these are assertions, not arguments. This is name-calling, not case-building.
posted on November 18, 2004 05:50:40 AM new
Hmmmmmmmm from my Monday auctions I still have 5 that have made no communication or payment. I invoiced them all Monday night.
I guess under this new policy, the buyers may think that it is already the new year and are waiting their 7 days ("It will also require that buyers wait at least seven days to initiate a dispute" to file. While at the same time I the seller will be waiting my required 7 days to also file. LOL
Welcome to the nightmare, to protect those innocent buyers.
posted on November 18, 2004 02:10:55 PM new
I think Ebay should just butt out of our business! They are trying to insinuate itself into every teeny aspect of a transaction. 17 days???!!! The Post Office won't even LOOK at a claim until it's been 30 days. This is just amazing! So what is Ebay going to do??? MAKE me give a buyer his money back? I don't THINK so! IF a package is lost for thirty days, I file a claim with USPS. With UPS, I can track a package. I DON'T file a claim with Ebay. I am so glad I very seldom use Paypal...and then only cash payments. This new time saving plan will only bring on problems...Grrrrr! BUTT OUT, EBAY!!!
posted on November 18, 2004 03:01:12 PM new
If you are thinking about having your merchandise drop shipped...maybe you better think again. If you are a powerseller and make a habit of selling stuff you don't have sitting on your self you could be screwed. I send most of my stuff Media Mail and really don't see a problem. Sometimes Christmas can really be a problem for Media Mail though.
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Two men sit behind bars,one sees mud the other sees stars.
posted on November 18, 2004 03:05:59 PM new
I guess I am not as worried about this as many of you are. There will always be scammers, they don't need ebay's help to find a way to scam you. To remove the problem of the 17 day timeframe, set up your process so that you file NPB on day 10. Then, on day 17, if payment is not received, you can get your fees back. 10 days is long enough for most cases, except international sales. Even if they file and you have shipped, just show your eDC - I've had to do that, and I've never had a chargeback on something I show has been shipped and delivered.
Paypal only gives you 30 days to file a dispute. I've been strung along in the past by a seller and did not file a dispute. I eventually got my money back my making his life miserable threatening to report him to every possible agency for fraud. Now, when I pay and I don't have my item in 21 days, I file a dispute with paypal (I will only buy something on ebay these days where I can pay with paypal) - I don't really see a difference here, and in reality what good is filing on ebay for a buyer? It is only paypal that is the issue, seems like ebay is just streamlining the procedure so that it can be done on ebay instead of paypal. They've already moved to people paying for paypal on ebay anyway...The sky isn't really falling folks...
posted on November 18, 2004 04:12:07 PM new
I am sure that no one is going to want to hear this but one step towards eliminating future headaches with this new change is STOP ACCEPTING PAYPAL. Since ebay bought out Paypal it is not seller friendly. Now with this newest change it is going to get worse for sellers who still accept paypal. It is going to be a TOTALLY NIGHTMARE and just in time for the holidays.
f course it doesn't say 17 days after payment is received by the seller. Instead it reads:"It will also require that buyers wait at least seven days to initiate a dispute" But it does not specify that it must FIRST be paid for. One h&** of a loop hole left for buyers and scammers. We all know that it has become common for buyers to attempt to set their own terms of sale after the auction to complete.
to file. While at the same time I the seller will be waiting my required 7 days to also file. LOL