pepa-roni,

Re: #34, you have a good point about communication with buyers before a dispute starts. Part of the reason we created the dispute resolution system online was to capture those comments and take them into account in investigating a claim.

If the communication takes place outside of our system, then we will review it if you send it to us, and when you send it to us you should include the full headers of the email - that helps us verify the email came from the buyer. However, because all of that information, and a message from a buyer, can be faked (by just having a seller paste a forged email into their message, for example), it's not considered as strong a piece of evidence in our investigation. Nonetheless, we take many factors into consideration in our investigation, including the history of dispute filings by a buyer - if there's a pattern of abuse, we absolutely consider it - and if there's a clear enough pattern of abuse, we may even restrict the buyer's PayPal account.

Hope that helps answer your question.

Monroe

Why is there no process for a seller who accepts a return or is forced to accept a return via PayPal when the buyer sends back an item either not in the condition sent, or another substituted item altoether?

It seems as soon as d/c shows delivered, the buyer is refunded. It matters not to PayPal "what" was delivered back to the seller.

Pepa-Roni,

"My second question is the cc chargebacks. When the filed by the buyer circumventing the paypal system all together. This is happening more and more. I have even seen this type of behavior encouraged on the disscusion buying boards.

Does this mean the seller gets to respond directly to the cc company in question...No. Paypal is still the one to do this. I think this unfair. A link should be provided to the seller to the cc card company, so he/she can understand the policies, and handle the claim effectively."


Buyers who pay with credit cards through PayPal always have the option of disputing the charge with their credit card rather than directly with the seller or via the PayPal Buyer Complaint Process. This is what we call a chargeback.

When a chargeback is filed, PayPal immediately notifies the seller and provides some details such as the root cause of the buyer's dispute (non-receipt, issue with the merchandise, etc.)

Each credit card company (Visa, Amex, Discover, etc.) has its own process for dealing with the chargebacks, complete with different timelines and requirements for responding. PayPal actually takes on all of this work for the seller. As the seller, you don't need to worry about the timelines or the different processes. All you need to do is provide any information that could be useful in fighting the chargeback such as shipping information, seller's return policy, etc. We'll take this information and, with the expertise of our chargeback team, build as solid a dispute case as we can.

We've heard requests from sellers to see the actual documentation from the buyer about the chargeback - I agree that this could be useful. It's something that we're definitely considering.

Thanks for your comments,
Sarah

Everybody,

I need to step away for a little while. Will check back later.

Cheers,
Monroe

As I viewed the original post, this workshop is about Buyer Protection. I do realize this is geared towards Paypal, etc., but how can we use Paypal for an auction if there is no protection up front, on the auction from the very beginning? Quoted from the OP:"confidence and trust that buyers have in transacting on eBay fuels the whole marketplace." There is currently NO way to have confidence and trust on Ebay with the SMI. On topic or not, you Ebay employees NEED to address this very crucial subject.

_________________________

There will be an answer, Let It Be.

Ok wanna talk Paypal? Wanna talk buyer protection? Why does Paypal accept USPS delivery confirmation as proof of delivery to the buyers confirmed address when delivery confirmation provides only a date, time and proof of delivery to a zipcode? There are 5000 addresses in my zipcode... How can a one in five thousand chance be considered as online trackable proof of delivery to the address on the transaction page? Or would you prefer to answer my other question? Cletus...

HI,
Thank you all for coming and for posting your questions. Your comments and suggestions are valuable to us.
We do hope that you found the information about the recent changes to the Buyer Protection Programs helpful. I am aware that there are many aspects and layers (on top of the Protection Programs) to ‘Buyer Protection’ and we are putting a lot of effort into many initiatives to improve even more the confidence and trust that buyers have when transacting on eBay.
Hope to see you here in the future.
Shop safely,
Nadav