Although measurement of eBay and PayPal buyer protection cases has been delayed until October 20th, they have now been added to the Seller Dashboard instead of just appearing as a pop-up. (Although I’m still seeing the pop-up screen as well).
Cases that will count against sellers are item not received or significantly not as described (opened cases) and cases that were not resolved by the seller, and either eBay or PayPal have issued a refund under the buyer protection policy (unresolved cases).
What won’t be counted are cases opened to return an item or to cancel a transaction. In addition eBay say that they won’t count cases where the buyer abused or misused the eBay or PayPal buyer protection process.
What still infuriates me is the order of options in the drop down a buyer sees in My eBay. This still has “Resolve a problem” as the third option (which pretty much ensures any opened cases will count against the seller), whilst “Return this item is 9th, right down at the bottom of the list of 12 options.
Seeing as cases where a buyer merely wishing to return an item aren’t counted against the seller (and seeing as the Distance Selling Regulation proscribe no fault returns as mandatory) why isn’t this option right at the top of the list? Offering the option to resolve a problem can lead to buyers claiming items are “Not as described” instead of simply requesting a return.
eBay still need to make the process of selling, buying, customer service and returns as simple and straight forward as it is buying from big retailers such as Next and Littlewoods. Whilst responsible sellers do their best to fulfil their responsibilities simply moving the “Return this item” link towards the top of the list and above “Resolve a problem” would go a long way in avoiding unnecessary opened buyer protection cases.
13 Responses
if a buyer clicks on resolve a problem just to return an item , it shouldn’t fit any of the criteria eBay are quoting though will it, unless the seller doesn’t sort it out pdq?
Hopefully they have a net in place for these errors.. (though on past successes with nets, I ain’t holding my breath..) I guess we will have to wait and see..
eBay is not good at assuming any kind of innocence before proven guilty, is it 🙁
The trouble is though Lynne “though will it, unless the seller doesn’t sort it out pdq” isn’t quite true.
The truth is that if the buyer opens a case claiming say “Significantly not as described” when what they really want is just to return it, then it already counts against the seller as an “opened case” regardless of how amicably it’s resolved.
That holds true even if it’s say a sizing issue and the buyer returns the item, buys a replacement and goes away ecstatically happy. The seller is still dinged on their dashboard and too many means they’ll lose TRS or even be below standard and demoted in search 🙁
but as soon as these become closed cases that are resolved in the seller’s favour, these then are not counted.
Confused…
We are showing 2, allowed a maximum of 3 😀
I had a look at one of the cases, eBay seem to be implying we are some kind of crooked operation.
A bath got damaged in transit the buyer opened a case. Can only assume it was because it was the w’end.
The buyer wanted:
The buyer prefers a replacement item if one is available.
Your message to the buyer:
“Buyer has returned the item, we are sending a replacement.”
Buyer’s note:
“Received replacement bath and very happy with it. Thanks”
So in eBay’s eyes we tried to shaft that buyer? am I missing something?
I bet each not received or significantly not as described will count as double like the DSRs
Whirly, can you see if there is anyway to appeal that?
I’ll ask my AM and let you know the response.
I have had similar problems to that of Whirly. 2 disputes opened because the item arrived damaged. In both cases the buyer had marked the items as significantly not as described. In one case I had already contacted the buyer and had sent the replacement. eBay need to educate buyers about what they are doing when opening a dispute. All in all another case of eBay’s usual doctrine Buyer Good Seller Bad.
To be honest I got so few cases opened compared to 1* DSRs I can’t see this ever been a problem to me.
Although I can see eBay pushing buyers into opening a case rather than contacting the seller in the future.
@whirly
As a buyer, one of the main things I look for in a seller is how they respond in problem situations. I used to love the negative feedback some sellers gave, since this was the first sign of an issue with the SELLER (NOT the buyers) when negs were left by a seller to multiple buyers. Sadly, this beacon has been removed, protecting sellers from themselves. Pity.
But, if I see a seller respond professionally and courteously to a problem or a ratbag buyer, it gives me MUCH MORE confidence in dealing with them than a string of positives.
In their (lack of) wisdom, eBay are making it harder for buyers like me to work through the chaff and are penalising sellers that I might actually prefer to use. I much prefer to allow sellers to be unfettered, so I can exercise my own assessment and accept the responsibility of caveat emptor.