mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have.
The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.
To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.
Missed the chat? Send your questions to the podcast by calling 888-723-4630 or email us at podcast@ebay.com and maybe your questions will make it on the air! Or listen to past episodes while you wait for next Wednesday!
@donsdetour wrote:
There are reports of USPS not taking Manged payment, payments: as proof of what was payed for an item:
What can be done about such:
Note: this is not the proof of value that also may be asked for, but what was paid for the item.
Hi @donsdetour - this is something we're aware of and the payments team is working to enhance this going forward to meet USPS' criteria for claims. I don't have an estimated time of release on that, but I do know it's on their radar. Thanks!
@mam98031 wrote:
brian@ebay wrote:
@jonathankirkland wrote:
With most sellers now being moved to Managed Payments from Paypal, 'chargebacks' appear to be at an all time high, and the problem is becoming more and more prevalent on a daily basis.
Why does ebay, Adyen or whomever else is responsible not support sellers by giving them a chance to present their case to the processors that are initiating the chargebacks on behalf of their customers? It seems ebay/Adyen are complicit in giving any/every payment processor carte blanche to chargeback and the seller has absolutely no recourse.
Ebay really needs to be better about supporting sellers with chargebacks. What do you intend to do about this serious, growing problem?
@jonathankirkland Sellers do have the option of challenging a payment dispute and providing evidence or additional information. eBay will use the information / evidence to advocate on the sellers behalf with the financial institution. You'll find more information here.
Unless that is a recent change, it is inaccurate for MP. I've hand chargebacks. The ONLY think I could enter was the tracking number. There was no comment field. Now if this has changed, that would be GREAT news.
Keep in mind that a Chargeback is not the same as a claim filed in Ebay.
@mam98031 if the chargeback is for an Item Not Received claim then the seller will only be able to provide a tracking number. With Not As Described chargebacks sellers can upload an attachment to provide information regarding the case.
@a_c_green wrote:
@mam98031 wrote:
brian@ebay wrote:@jonathankirkland Sellers do have the option of challenging a payment dispute and providing evidence or additional information. eBay will use the information / evidence to advocate on the sellers behalf with the financial institution. You'll find more information here.
Unless that is a recent change, it is inaccurate for MP. I've hand chargebacks. The ONLY think I could enter was the tracking number. There was no comment field. Now if this has changed, that would be GREAT news.
Keep in mind that a Chargeback is not the same as a claim filed in Ebay.
A close reading of the link that brian@ebay provided suggests that a lot of eBay's response is derived from the tracking number when it's provided, and whether the tracking shows a Delivered status to the City and ZIP of the address received with the payment. There are also some mentions of "Detailed photographs of the item from the listing," which eBay can obtain themselves without the seller's need to provide those, and also "Relevant correspondence between you and the buyer," which, again, eBay can obtain themselves since they have access to all the data from the sale.
What seems to be missing there is any reference to letting the seller provide his own written defense to the dispute. It's true that the raw details of the transaction can be provided, but without the seller getting a chance to provide his own written response, a lot of the context can be lost.
When a buyer opens a claim in Ebay, we can enter typed information and pictures if needed and so can the buyer.
When a Chargeback is filed [buyer files a claim with their Credit card] those options do NOT exist. The ONLY think you can enter is a tracking number. Depending on the reason for the chargeback that frequently is NOT enough info for Ebay and/or the CCC to have to accurately resolve the Chargeback.
ALL MP needs to do is allow for comments from the Seller to be entered into the Chargeback record that is reviewed by a REAL person and the info shared with the CCC. Sellers are LOSING Chargeback claims and getting charged a $20 fee because of it and this is completely unjust and unfair in many cases. But due to a lack of information by Ebay and therefore the CCC, no one knows the details except the seller which in MP they WON'T allow us to share during the Chargeback process.
This is financially harmful to sellers of all sizes.
@coffeebean832 wrote:
@mam98031 wrote:
But I most certainly have raised concerns over the lack of being able to state our position on a chargeback as the form we fill out in MP for this is inadequate at best. It ONLY allows you to enter a tracking number.It depends on the type of chargeback filed- the reason selected by the buyer. Some types of chargebacks will only allow a tracking number upload. Other types of chargebacks allow you to upload one document to support your case- I have always recommended creating a patchworked jpg so you can get all the info into the one singular document allowed. The chargeback system is very lacking and protections are so minimal- practically non-existent.
The simple fact is that in the MP system, sellers are NOT ALLOWED to enter any description of what transpired on the transaction or ask for Ebay to review emails between the buyer and seller for direct evidence that is applicable to the Chargeback.
INR whether filed through Ebay or the Buyer going to their CCC is relatively easy to win as long as the tracking shows delivered. So simply entering the the tracking number in on a Chargeback that is for the reason of non delivery is FINE. But this isn't what was being talked about.
What type of cases in MP allow for the upload of documents or a typed comment?
In PayPal you can, in MP none that I've had have allowed it. So what types have allowed it for you?
@ittybitnot wrote:The ONLY think I could enter was the tracking number. There was no comment field.
The "Payment Disputes" (aka chargebacks) that allow only a tracking number are for INR or Doesn't Recognize the charge (or once in a while Unauthorized Transaction (which is apparently different from the Doesn't Recognize charge, and not to be confused with the old PayPal Unauthorized use).. .
SNAD disputes are one of the the ones that allow only one photo in a sellers defense, with no comment field. Previously, one could "stitch" together photos and text for that ONE picture opportunity, but recently that has changed so that a seller must choose a photo from their listing instead. There is no seller input on these, and if the buyer has bypassed the eBay dispute system there is no place to even suggest "return for refund". No explaination is allowed. You either refund and let the buyer keep the product or take your chances with your one photo. Yes, it is indeed not adequate at all.
IN MP??
Dang I've really missed something here. And for some reason Chargebacks I've had in MP do not allow for additional info beyond the tracking number.
