eBay have today announced an improved process for submitting information when challenging a payment dispute.
A payment dispute is when a buyer requests reimbursement for the amount paid for an eBay transaction directly from their payment institution (e.g., bank, credit card company, PayPal etc.). eBay say that after listening to your feedback, they have made some updates to help resolve these scenarios.
- Sellers now have the ability to add details by providing up to 1000 characters of text to explain their reasoning for challenging a payment dispute.
- Sellers can now upload up to 5 separate files of information such as tracking details, postage labels, messages, and photos. Previously, only a single file could be uploaded, which meant that multiple files had to be combined into one.
eBay will share the information you provide with the buyer’s payment institution so that they can challenge the payment dispute. The information you submit may also improve your chances of qualifying for seller protections.
Providing additional evidence may help demonstrate that the buyer isn’t entitled to reimbursement for the dispute, but remember that you only have 5 calendar days to respond to a payment dispute so it’s important to act quickly.
eBay may still respond to a payment dispute on your behalf with the internal information they have related to the transaction, but obviously it’s your money that’s being disputed so it makes sense to give as much information to back up your case as possible. Additional supporting documentation or text may help the buyer’s payment institution make a decision on the payment dispute, so consider the nature of the dispute and, as examples, add product images if the buyer claims the product is damaged, or despatch and tracking information if they claim they never received the item.