I get at least 2 payments disputes a month - 99% of the time for "buyer didn't recognize/authorize the transaction" on an item that's already been delivered with valid tracking. Usually I get a 'Respond Now' email from eBay, where I have to challenge/accept the dispute, then confirm the tracking number. After that, I wait 4-8 weeks for the outcome, which is usually eBay refunding the buyer and telling me I'm covered by seller protection.
Today I get this dispute notice (more of an FYI really), but there’s no “response” required at all and it tells me right away that I’m covered.
When I click on "See more details", it just displays the dispute, order number, buyer ID, etc.
I don’t know if it’s something about this particular transaction that possibly triggered this type of notification, or if it’s a promising advancement in how eBay handles payment disputes. Has anyone else received a notice like this one?
@valueaddedresource wrote:
velvet@ebay wrote:
@popblox wrote:
I get at least 2 payments disputes a month - 99% of the time for "buyer didn't recognize/authorize the transaction" on an item that's already been delivered with valid tracking. Usually I get a 'Respond Now' email from eBay, where I have to challenge/accept the dispute, then confirm the tracking number. After that, I wait 4-8 weeks for the outcome, which is usually eBay refunding the buyer and telling me I'm covered by seller protection.
Today I get this dispute notice (more of an FYI really), but there’s no “response” required at all and it tells me right away that I’m covered.
When I click on "See more details", it just displays the dispute, order number, buyer ID, etc.
I don’t know if it’s something about this particular transaction that possibly triggered this type of notification, or if it’s a promising advancement in how eBay handles payment disputes. Has anyone else received a notice like this one?
Hi @popblox! I reached out to get more info about what you encountered and they provided me with the following info to share:
We've been providing automated seller protections since last year and it's not limited to a certain group of sellers. When a seller receives automatic payment dispute protections they will not be able to issue a refund or accept/challenge the dispute but they will be able to see the dispute in Request and disputes in the Order tab in Seller Hub. When a transaction is equal to or less than $2.50 eBay will auto protect the seller and will not recoup the transaction amount and will credit the dispute fee.
eBay will review a dispute to determine if it qualifies for seller protections at three different points during the dispute life cycle:
- Dispute open date
- eBay will review the dispute when it is opened to determine if it is eligible for seller protections
- If the dispute is eligible for seller protections, a hold will not be placed and the dispute fee will not be charged
- If the dispute is not eligible for seller protections, we will move to the next step in the review process
- After the seller review window expires (5 calendar days)
- eBay will review the dispute after the seller review window closes if we could not determine seller protection eligibility at the time of dispute open
- If the dispute is eligible for seller protections, the hold will be released and the dispute fee will not be charged
- If the seller does not respond to the dispute within the required timeframe, the dispute will remain open for the full 5 calendar days and we will move to the next step in the review process
- Dispute closure OR EDD + 3 (whichever occurs last)
- eBay will review the dispute when the final decision is received from the payment institution, or after EDD + 3
- If the final decision is received prior to EDD + 3, the dispute will remain open until EDD + 3 has passed
- This is to allow time for the item to show delivered within the scheduled time frame
- If the dispute is eligible for seller protections, the hold will be released and the dispute fee will not be charged
Note: eBay will still review a dispute for seller protections eligibility regardless of the final decision from the payment institution.
velvet@ebay just want to say thank you for following up on this and giving us such a detailed response!
If you could get that info added to the payment dispute seller protections help page, that would be great too.
https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293
I'm glad this was helpful @valueaddedresource! I've passed on the request to have more detail provided in the help page.
@dhbookds wrote:
@valueaddedresource @popblox velvet@ebay
I'm dumb..........I don't see (understand) the processes...........which I ASSUME as stated are only for chargebacks(?)
WHAT is reviewed..........in each step, the seller protections will be reviewed???? Holds will not be placed (#1), but will be released (#2 $ 3)?
What is seller review for? to fight a NAD/NR charge back?
Do the 1,2,3 refer to different types of charge backs? Unauthorized,not recognized, Not received, Not as described?
Sorry, just a jumble of words that I can't apply to specific instances.......
Hi @dhbookds - This is regarding payment disputes, not the eBay Money Back Guarantee. The 1., 2. , 3. are the different stages the dispute is reviewed to see if it qualifies for automatic seller protections. I was not provided specific examples of what instances prompt the seller protections to kick in aside from what I noted regarding transactions that are equal to or less than $2.50.
@popblox wrote:
@dhbookds wrote:
@valueaddedresource @popblox velvet@ebay
I'm dumb..........I don't see (understand) the processes...........which I ASSUME as stated are only for chargebacks(?)
Yes, chargeback: when a buyer contacts their payment provider (credit/debit card/PayPal) to send a demand to a retailer (eBay) requesting they make good a loss on a (allegedly) fraudulent or disputed transaction.
When eBay presents a chargeback to a seller, it is officially referred to as a payment dispute.
@dhbookds wrote:
WHAT is reviewed..........in each step, the seller protections will be reviewed????
My assumption is that eBay has an algorithm will analyze (review) a seller account and make determinations based on various qualifying/disqualifying factors. I also assume this process is similar to how eBay sets new seller limits, or whether or not funds are "held" for returns, etc. I don't think the exact details on how they set these mitigating factors have been released (or ever will be).
@dhbookds wrote:
Do the 1,2,3 refer to different types of charge backs? Unauthorized,not recognized, Not received, Not as described?
To the best of my knowledge, there are 3 types of payment disputes: unauthorized/unrecognized, INR, & INAD/SNAD. The 1, 2, 3 steps outlined by velvet refer to when eBay reviews a PD to determine its eligibility for seller protection. Here's a hypothetical:
*Buyer makes purchase on 2/1, EDD is 2/10
*Item ships on 2/4
*Buyer files PD for reason "item for received" on 2/5 while item is in transit
Review 1 conducted on PD open date:
eBay reviews PD on 2/5: seller is not eligible for seller protection (item is NOT delivered)
Review 2 conducted 5 calendar days after PD opened:
eBay reviews PD on 2/11: seller is not eligible for seller protection (item delayed in transit, NOT delivered)
Review 3 conducted 3 days after EDD (Estimated Delivery Date):
eBay reviews PD on 2/14: seller is eligible for seller protection (item was delivered on 2/13)
This is the way I understood it, correct me if I'm wrong velvet@ebay.
Hey @popblox! You're hypothetical makes sense to me but to be clear, I don't have specifics as to what qualifies or not for those automated protections to trigger.
