Hi yankeydoodal,

We are only counting cases for eBay and PayPal buyer protection opened by your buyers. An unpaid item case opened by yourself is not counted as a measure of seller performance.

Thanks,

Mikka

If a seller responds to eBay immediately upon receiving a notice of an open case, and tells eBay that no communication has been received by the seller, will eBay consider asking the seller for proof of communication, in much the same way that eBay asks a seller for proof of tracking?

Wouldn't a reasonable solution be for eBay to REQUIRE the buyer to communicate through eBay My Messages, so that eBay can verify the communication really took place?

Larry

Wouldn't a reasonable solution be for eBay to REQUIRE the buyer to communicate...

Uncle Griff has made it painfully clear that eBay will never require a buyer to do ANYTHING.

This new rule about opened cases is ridiculous!!!! I am a top rated seller that prides herself on top notch service. The rule is crazy because it assumes the buyers contact the seller and try to resolve before filing the case. This is seldom the case in my experience. I have had a handful of cases filed in Paypal without notice to me often by international buyers. They do not speak english well and just file a "not received" dispute when they don't receive it right away. This is just another disincentive for good sellers and really sad I might add.

So, to make sure I'm understanding this properly, the following real-world example will count against me, as far as eBay is concerned?

European buyer files a PayPal dispute without EVER contacting me, and immediately escalates it to a claim, because they have not received their merchandise within 6 calendar days from the day they paid.

Given the time it takes parcels to travel OVERSEAS and go through CUSTOMS, how in blazes is any of this my fault?

How can eBay rightfully and realistically claim, that I should be PUNISHED for this?

Furthermore, since eBay will now penalize buyers for initiated claims, not just claims that were found against the seller, eBay truly does believe that all sellers are not just "guilty until proven innocent", but rather "guilty EVEN IF proven innocent"!

eBay: On a mission to drive everyone out of business.

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"Here at eBay, we're not happy unless you're not happy!"

Gah, can't add to my prior post:

I hope eBay realizes that this new policy is a MAJOR disincentive to do international business. A good 35% of my business is international, but if this policy comes to fruition I may just decide to limit my sales to U.S. only.

As a previous poster mentioned, the vast majority of situations where a PayPal claim is initiated without any communication first, is due to language barrier problems.

Up until now it has only been a minor inconvenience, and part of doing business internationally, but now that it can singlehandedly take away Top-Seller status and fee discounts, it is going to put a damper on the notion of selling internationally for many sellers.

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"Here at eBay, we're not happy unless you're not happy!"

Won't this change when eBay makes all e-mail anonymous?

Did you read the FAQ? Only cases from U.S. buyers count.

This is absolutely untrue. But even if it were, it is so BIASED as to be beyond discussion. You make sellers VERIFY that items were delivered, SPECIFICALLY to the recipient, beyond a shadow of a doubt. If sellers cannot, the buyer automatically wins. NOTHING short of a delivery confirmation number is acceptable. A statement from the buyer that an item was delivered is unacceptable. A delivery confirmation number which shows the item is out there, but not yet delivered is even unacceptable. You require proof of DELIVERY, not of shipment. You should, to be fair, make buyers PROVE beyond a shadow of a doubt that they contacted the seller and waited a reasonable amount of time (72 hours to account for long weekends) for a response, or the SELLER automatically wins.

Now, why I say the above is untrue, AND how to solve the contact issue all in one fell swoop. eBay has its own messaging system that, when a buyer/seller asks them to look, any eBay representative can see. The solution is simple. REQUIRE buyers to use the eBay messaging system for resolution. Instead of "urging them to contact the seller," LINK to the send message to seller page.

It is NOT that hard, the code is a simple variable string, and it would probably take your programmers all of 10 minutes to write.

If you want sellers to BELIEVE you are neutral, do the simple steps that PROVE it once in a while.

You promised us checks and balances would be coming our way LAST YEAR when you made eBay an unbalanced market favoring sellers, yet you CONTINUE to stack the decl in favor of dishonest buyers when it would take lass than a day, programming time included, to make this new change truly balanced.

~~~Perspective. Use it or lose it.

Yeah, BUMP, because I have seen dozens of pink responses on items that were posted AFTER this, and I believe that many valid concerns and comments in this thread are going unanswered.

Of course, most of those responses were "canned." Guess its easier to respond with a dozen canned replies than with one original one.

~~~Perspective. Use it or lose it.

CROSSPOSTING THE ACCIDENTAL ANSWER TO MY SUGGESTION, because it is relevant to this thread:

schhabria@ebay.com wrote:
Hi Sherlock,
If a shipping insurance claim must be filed, then it is the seller’s responsibility to have the item picked up at the buyer’s address by the shipping service or make other arrangements with the buyer. Once this is done, the seller should refund the buyer and work with the shipping insurance carrier to recover their funds. Throughout this process, the seller should be sure to communicate via eBay’s My Messages platform to ensure there is a record of the communication.

If the buyer is not willing to cooperate with an insurance claim please make sure to document this in the resolution center before the claim is reviewed by eBay for a decision.
Thanks!


So you are here ADMITTING that eBay can confirm a buyer and seller are communicating via the message system?

You have just CLOSED the claim for buyer complaints. You have just PROVEN that eBay DOES have a way to track communications from a buyer, and whether they have bothered. You have just EXPOSED that eBay can indeed FORCE buyers to prove that they have communicated with the seller BEFORE filing a claim.

And you have stated that it can be done in the EXACT way I suggested!

Thank you SO much! I am saving this entire thread, as well as the one in which I suggested this.

~~~Perspective. Use it or lose it.