1st Managed Payments Customer Charge Back Received

[reed-sales]

I just received this email from eBay:

"We need you to respond to this dispute
Dispute ID: ********** 
Hi Mike,
********** has filed a payment dispute outside of eBay about an order that was placed on Aug 12, 2020. This means the buyer has disputed a charge directly with their payment provider. They are requesting $19.95 back, and the reason for this dispute is that the buyer did not recognize the transaction.

Please respond to this dispute by Oct 03, 2020. "

My choices are to provide a tracking number or to refund the buyer.

I went to add the tracking number, but it was on the page when I got there.

I clicked dispute and received a message that my funds would be held from payout until the case was resolved.

Paypay would have released my funds instantly, as they have done in the past with their program, 'money now' (or something like that, can't remember what they call it.)

I sure hope eBay gives me my $20 back before christmas!

[pburn]

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@reed-sales wrote:

I sure hope eBay gives me my $20 back before christmas!

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Please be sure to come back and post two things:

1. the date the case is resolved; and,
2. the date eBay gives you your money back.

[ittybitnot]

I sure hope eBay gives me my $20 back before christmas!

Be sure to let us know. 

[mtgraves7984]

I'm hearing too many CC chargeback complaints and I think it's due to the scarce information listed on the transaction. I wish eBay would make it easier for good customers to pay for what they bought last month. Ya know?

[pburn]

Just to clarify (because this addled brain had to stop a minute to parse it out), you mean the "scarce information" that appears on the buyer's PayPal transaction or credit/debit card statement? 

[ma-647837]

Hi brian_burke@ebay, we have an increasing number of chargebacks in Managed Payments because buyers cannot recognize the payment.

For example, at PayPal

- eBay is shown as the seller

- No listing Title, nor Item Number -- nothing to identify the purchase

- There is an "Order Number" which cannot be searched (nor would anyone want to)

In comparison, a payment on Etsy (also managed payments) at PayPal

- shows the actual seller name/store, with 1. phone, 2. email, and 3. URL

- shows the Title, Item Number, and even the Quantity

- shows the correct Category, as well

Both eBay and Etsy (and others) leverage PayPal as a payments processor, but Etsy seems to have come out ahead in the UX. Hoping this is something you can work on to be worked on?

[vintagecraze50]

One of the number 1 reasons for chargebacks is the unrecognizable transaction.

[mtgraves7984]

@pburn 

If I'm not mistaken (I stay pretty 'addled', too), it's the way the transaction appears to the client on his/her CC statement. It simply lists 'eBay transaction' with a reference number that means nothing to the buyer... no reference to the seller's ID, etc. I thought that's why eBay is handling this type of claim for us.

We (as sellers) can match the transaction number to our  sale... but the clients are going straight to the CC if they've forgotten about the purchase they made. They don't think to do the homework... dig it?

Disclaimer: It has been forever since I bought anything here with a CC, so I can't pull up anything to check my theory. My last debit card purchase (7/30) shows the seller's ID and a transaction number, both on my PayPal statement and my bank statement. I think it's only with CCs.

[pburn]

That's what I thought you meant.

I'm too lazy to go look at my statement(s), but, for me as a buyer, it would be more obvious if the entry said "eBay" that if it said "mtgraves," or any variation of your "real" name--Michael Theresa Graves or Malvern Tomlingson Graves or whatever. I'd have to give that one some real thought, where, if it said eBay/mtgraves, or somehow identified both eBay and the seller, I'd know right away. I do think there are limits for the number of characters in that field.

[mtgraves7984]

Exactly. And @ma-647837 had a primo example up before I could wade through my thoughts. Scary...

[pburn]

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@ma-647837 wrote:

. . . we have an increasing number of chargebacks in Managed Payments because buyers cannot recognize the payment.

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I don't know where you got those screenshots, but they sure don't look like the ones I see in my PayPal account activity. What are you looking at? Are you looking at your sold transaction activity? Or a business account of some kind?

I have a PayPal Personal account--not a Premier account and not a Business account. I would imagine most run-of-the-mill, everyday buyers on eBay have the same type of account I have.

• I can see that the transaction took place on eBay.
• I can see the seller's member id. I can see the seller's store name.
• I can see the seller's real name.
• I can see exactly what I purchased and when and for how much.

There's absolutely no confusion that the activity took place on eBay or from which seller I made the purchase. I don't know what more information could be included for the buyer to identify the transaction in PayPal.

[lacemaker3]

@pburn; that transaction you showed was processed by PayPal, not by Managed Payments. If the seller's User ID and the item # and title are shown, then it was not an MP sale.

This is what an MP transaction looks like, in PayPal. There is no seller ID, no title, no item number. The only way to figure out what it is, is by cross-referencing the date and amount to your purchase history. I think it could be very confusing if you paid more than one seller at once.

[pburn]

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@mtgraves7984 wrote:

Exactly. And @ma-647837 had a primo example up before I could wade through my thoughts. Scary...

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Well, I disagree with his/her screenshots. I don't know what s/he's looking at, but it sure doesn't look like the transaction activity PayPal provides for my account . . .

I snapped a couple of entries for other eBay purchases from my credit and debit cards:

Credit card entry (although I imagine the statements from every card issuer look different):

CREDIT CARD ENTRY (my PayPal funding source) clearly shows the seller id ("LAUxxxxxx" and "EBAY." The amount is on there, too, but I didn't include it in the snippet.

DEBIT CARD (bank statement). First entry is PayPal seller; second entry is MP seller:

I've not noticed any particular changes in my credit card or debit card entries. Both have always been a bit vague, but identifiable.

[pburn]

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@lacemaker3 wrote:

@pburn; that transaction you showed was processed by PayPal, not by Managed Payments. 

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I can't identify the seller for obvious reasons, but here are the payment methods shown on his/her listings. It's clear s/he's in Managed Payments.

[thebrand_869]

Guys,

What do you think about this manage payment?🤷‍♂️