Seller Protection and unauthorized payment/chargeback under Paypal versus Managed Payment

[4t2t]

For +12 years using Paypal as a payment processor, we, as an electronics merchant on eBay, were covered under Paypal's Seller Protection  Policy in EVERY SINGLE INSTANCE of unauthorized payment/chargeback- until now.  Average price of our item is +$800. You confirm the tracking information under Paypal's system and you are instantly protected and refunded.  It's part of the service we paid Paypal 2.9% for and they deliver EVERY TIME ALL THE TIME.  There's no condescending emails saying buyer's "financial institution has decided to side with buyer" and eBay will deduct your funds to refund the buyer plus $20.  You have to call up Managed Payment to appeal the decision, a seller protection benefit that belong to you the seller.  Now that sellers are forced over to Managed Payment and this fees go to eBay/Ayden,  I can not say that they're delivering same service based on my first experience.  We received our first unauthorized payment/chargeback case under eBay's Managed Payment last December, and, as of today, we've still not received reimbursement for $998 that was already refunded to buyer who claimed they did not "recognize the transaction".  I've spoken to eBay's Managed Payment twice and they said case is "being appealed" and  I'm covered under eBay's seller protection and I should hear back within 24 hours. Still haven't heard anything.  Item was shipped, tracked, and delivered to buyer's eBay shipping address (item ID  303780022119 , Order # 22-06119-33005).  Should I give Managed Payment more time on this?  Unauthorized payment/chargeback was opened on Dec. 12, buyer was refunded Dec 24.  Or my business is looking at the disappearing or inferior version of seller protection policy under eBay/Ayden without the option of returning to Paypal's superior service?  

[mtgraves7984]

From what I understand, uploading your 'delivered' tracking should satisfy eBay. I had no idea it took this long.

Sorry this happened and sad to hear it. Hang in there.

[onlinecentral]

Did you meet all of the required criteria?

https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes-managed-payments-seller?id=...

If the transaction is eligible for protection, we’ll cover the amount of the dispute, and waive the fee in the following situations:
When a buyer reports that they don’t recognize the transaction:
You provided tracking information including the following:
A delivery status of “delivered”
Date of delivery
Shipping address matching the address on the order
Signature confirmation if the item costs $750 or more
The payment dispute could take up to 90 days to be resolved, depending on the payment method or card provider.

[ronsam-197]

PayPal only required proof of shipment to the address as provided. Why does ebay MP insist on tracking showing proof of delivery to address given?

[therogue-trader]

". Why does ebay MP insist on tracking showing proof of delivery to address given?"

Well if the item was never received then the money should be refunded...

[4t2t]

Yes, the transaction met all criteria for seller/chargeback protection, and THREE  different Managed Payment reps I had spoken with agreed and "filed" an appeal.  Proof of shipment and delivery was uploaded right away. It's been over three weeks since eBay ruled in buyer's favor and I haven't heard anything.  I'm going to give it some more time.  The only other option is moving even more listing off eBay.  We used to pay monthly eBay fees of 3500-4000/month for years.  Now, it's only a fraction of that and nobody cares.  With PayPal,  it was a straightforward process that was 100% trusted. Upload tracking timely, and you are protected in a timely and professional manner. There's no phone calls, appealing an arbitrary ruling, and wasting  everybody's time.  Three reps filed 2-3 different appeals on same issue. 

[4t2t · Accepted solution]

Matter was finally resolved earlier today.  The unauthorized chargeback filed by buyer was covered by eBay seller protection policy two weeks after filing appeal by phone, or about one month after initially "losing" case.  Process is not automatic like Paypal's system of confirming tracking but does work as long as the seller makes sure to file appeal by phone and follows up. 

[texasgoldreserve]

  We just got transferred to managed payments .YES be careful scammers are out in hoards and BEWARE . Paypal was a blessing , when an "UNAUTHORIZED TRANSACTION " was open with buyer financial institution  no matter the amount since we sell gold , we reached out by phone to paypal and they INSTANTLY  gave us money if they see we followed guidelines and item was delivered . Again paypal gave us the funds ......After spending over 30 minutes with Ebay managed payment expert SADLY  SAID that they HOLD the funds until matter is resolved no matter how long ??? to boot if your item arrived later then 3 Business days then the Ebay estimated time , you are disqualified from the SELLER PROTECTION coverage  ????      Please can someone advise us what is experience you had with SELLER PROTECTION  " unauthorized  transaction " dispute and how lond it took to get your money.....after 18 YEARS this might be our reason to get out......:)

[texasgoldreserve]

  We just got transferred to managed payments .YES be careful scammers are out in hoards and BEWARE . Paypal was a blessing , when an "UNAUTHORIZED TRANSACTION " was open with buyer financial institution  no matter the amount since we sell gold , we reached out by phone to paypal and they INSTANTLY  gave us money if they see we followed guidelines and item was delivered . Again paypal gave us the funds ......After spending over 30 minutes with Ebay managed payment expert SADLY  SAID that they HOLD the funds until matter is resolved no matter how long ??? to boot if your item arrived later then 3 Business days then the Ebay estimated time , you are disqualified from the SELLER PROTECTION coverage  ????      Please can someone advise us what is experience you had with SELLER PROTECTION  " unauthorized  transaction " dispute and how lond it took to get your money.....after 18 YEARS this might be our reason to get out......:)

[bettyboopbeauty]

I typed a long reply about my experience with MP and it got erased with error message!

[bettyboopbeauty]

chargeback after not returning item *not as described* Ebay sided with credit card company!

[treemall]

As a 16 years seller, I was robbed on Jun 22, 2021 on eBay by a buyer, who ordered my $422 brand new Ferragamo shoes, and after one month, he claimed the shoes are counterfeit ones, cancelled credit card payment and returned me a pair of dirty used shoes. eBay took my $422 away plus $20 penalty.  I have no where to complain. This is a highway robbery.

It is not like before that Paypal does have protection for seller for such a scam. But, eBay can to nothing to help. I lost a lot.

[touchstone82]

Hi!

Im in a similar situation right now a buyer filed a chargeback and won for $1000. I sent the "Delivered with signature" proof to the CC institution and still sided with The buyer!  Ebay also restricted my account. I've already talked to a few agents all of them told me im not eligible for Seller protection policy?! How the heck not.

[downunder-61]

Another zombie thread.........

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.