mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Join the Community team here at 1 PM PT on June 26 for our Weekly Chat with eBay Staff. No set topic for the week, so feel free to share any general buying and selling questions you have.
The chat will be open for questions from 1-2 pm PT, at which point we'll close it down for additional questions and continue to work on responding to any remaining queries.
If you are new to the chat, welcome! Simply reply to this post with your question after 1 pm and we'll be happy to look into it 
@dasarock wrote:
RE MANAGED PAYMENTS AND DISPUTES:
could we get additional information on the below questions for clarification?
"Upon the conclusion of a Dispute investigation and/or re-presentment that results in you being found responsible for the chargeback or other disputed amounts, we charge a $20 payments dispute fee"
could we get a definitive definition of all cases re what ebay and managed payments considers a dispute? (current managed payment policy just states "dispute")also a list of all situations that are involved with "or other disputed amounts..." re managed payments $20 fee application? (are shipping and handling the only items?)
in addition, what procedures, policies and documentation sellers will need to adhere to and present to managed payments in order to be found "not at fault/not penalized" in these cases?
what are the policies, precedures and steps that managed payments will take to "clear" these "disputes" on seller's behalf before charging this fee?
I find very little in written documentation of any of this. the policy as written is very ambiguous.
... from reading the policy as written it is hard to determine if it is after 'any' payment is refunded; only if the seller contests it etc.; or if it is strictly for credit card charge backs. if a return is started in ebay and the seller calls c/s regarding the return being erroneous does this count as 'contesting it'? even if the seller agreed with c/s appeals to let the return/refund proceed and initiated/approved a refund after the call?
Basically, is Managed Payments going to do all it can to prove False Claims and have the seller's back before defaulting to charging the $20 fee? or is this just a money maker?
it would put many sellers at ease re this item if they will try to clear it first with clear policy and guidance to the sellers...
Hi @dasarock, that's a great question! However, detailed questions regarding managed payments are outside of the Community teams scope. If you have been invited to join, or if you are already in managed payments, you will need to call in and speak with a payments expert. That team will be happy to answer questions you may have. Thanks!
@wondercity3 wrote:
business performance- daily/ weekly/monthly total Sales include taxes which is collected by ebay ,this make the total sales, and % generated incorrectly.it will be nice if they don't include the taxes in the total, so we now how we are doing.another thing, we need the shipping total back in the orders main view page
Hi @wondercity3 - great suggestion! You're right, the downloadable report does give you purchase price, seller/eBay collected taxes, shipping, and totals, but no subtotal less taxes. I can't make promises, but I'm happy to suggest it as a future enhancement!
I've looked into this one and the Seller Hub team has confirmed that shipping total was removed as a column. There are not currently plans to add it back. You can get those details within the individual sales or order record. Thanks!
@mam98031 wrote:
brian@ebay wrote:
@stuff4divas wrote:
Hello.
Can it be explained how Cassini search engine works?
Lots of complaints as to which search words to put into the search box. Irrelevant listings show up.
Also that multitudes of Chinese listings pop up even after being filtered out.
And why do some of our eBay listing show up on Google search?
Hi @stuff4divas, while we cannot go into specific detail about search since our algorithm is proprietary, we do have some information here that may be helpful.
Google will display items from across the internet if the listing meets their search criteria. Google ultimately determines what they show in their search engine.
I get an error when trying to display the link you provided.
Thanks @stuff4divas & @mam98031! It should be working now.
@mam98031 wrote:
A little clarification please.
In the Spring Seller Update we had a new Seller Protection policy announced. It stated:
New abusive buyer protections and reporting feature update
We're implementing stronger measures against buyers who don't follow eBay's abusive buyer policy. We're introducing new measures to proactively find abusive buyers, prevent them from filing return requests, and in some cases suspend them. When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.
We've also made it easier for you to report buyers who violate eBay policies. Now when you report a buyer, you can more clearly describe what the buyer is doing to help us investigate potential policy violations and take actions to protect you.
On the surface this sounds terrific. Having the vehicle to report a buyer for what we perceive as an abusive use of the return process is fantastic. That with the ability that if Ebay finds that the buyer has been abusive in the use of the policy the seller can get their ding in the Service Metrics and any related FB removed. Sounds great.
But it appears in application it isn’t quite that way. From what I’m gathering, it really isn’t on a case by case basis. A seller reporting a buyer may have that single transaction deemed by Ebay as abusive, but the Service Metric ding and FB [if any] won’t be removed unless Ebay deems the buyer as abusive. The two NOT being the same thing.
For Ebay to determine that the buyer is abusive, it takes a few [unknown quantity, which is understandable] reports founded to be true before Ebay takes this action. So a seller in a bad situation is going to have to wait and hope other sellers report the buyer for similar issues in the hopes of getting the ding removed from the Service Metrics and any FB to be removed.
This process could take months. In the meantime the seller’s stats could be in trouble. This could be the ONE SNAD that puts them over the edge for the Service Metrics penalty. To later have it removed when enough evidence by multiple sellers is submitted to Ebay for you to rule the buyer as abusive. Then the ding is removed from the seller, but only AFTER the seller has been in the penalty box for a given period of time and paid the additional fees and reduced visibility of their listings.
I do understand that Ebay should never deem any member, buyer or seller as abusive due to one member’s report. I get that and firmly agree with that. But if a seller actually has any new protection under this new rule, it is escaping me at this moment. Please advise.
https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html
Hi @mam98031 - your interpretation of the policies are correct as I understand them. I'm currently working with @coffeebean832 on a similar issue and trying to get additional information. Until such time as I hear differently, that's my understanding.
@mendelsons wrote:
Tyler
Was hoping to get an update on the problems I've been communicating with the community team for some time now on the shipping options being hidden in the mobile app and the shipping discount problems on the checkout page. Any updates on either one of these ?
Thanks,
Rick CarpenterMENDELSONS
Hi @mendelsons - we've passed your feedback on to the shipping team but have yet to hear back on it. Thanks!
brian@ebay wrote:
@mam98031 wrote:
brian@ebay wrote:
@stuff4divas wrote:
Hello.
Can it be explained how Cassini search engine works?
Lots of complaints as to which search words to put into the search box. Irrelevant listings show up.
Also that multitudes of Chinese listings pop up even after being filtered out.
And why do some of our eBay listing show up on Google search?
Hi @stuff4divas, while we cannot go into specific detail about search since our algorithm is proprietary, we do have some information here that may be helpful.
Google will display items from across the internet if the listing meets their search criteria. Google ultimately determines what they show in their search engine.
I get an error when trying to display the link you provided.
Thanks @stuff4divas & @mam98031! It should be working now.
For me, I still get this.
