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.