Seller Protection? How can I file a claim?

[weloveaz2]

I sold an Apple Watch via Buy it Now. Shipped after it was paid and used eBay shipping. Right after it shipped, Buyer filed a do not recognize transaction with their CC company. I provided tracking # showing that the watch was delivered to the correct address. CC company sided with buyer and eBay is charging me back. Seller Protection says they cover Sellers in this type of situation! To add insult to injury, eBay charges a dispute fee in addition to taking back my money?! What can I do? I’ve been selling with eBay for over 20 years with a 100% rating. This is ridiculous.

[vintagecraze50]

Yeah, I would certainly remember a purchase like that.

[stainlessenginecovers]

If the delivery tracking shows it was delivered to the zip code that the credit card is issued, there may be some protection.

But for those buyers that have zip code 12345 on their credit card but have it shipped to 90000, then the CC company wins the chargeback. 

Also note that Ebay is not charging anyone $20; this is what the CC companies charge for a successful chargeback. 

[vintagecraze50]

If the card is stolen, MP/ADYEN can get off their butts and do some research and find out if the item was delivered to another address other that the account holder.

[katzrul15]

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@jonathankirkland wrote:

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@ittybitnot wrote:

 I mean how many people are going to buy an Apple Watch and a bunch of other expensive....

@jonathankirkland 

What I suspect is this:   

It is only my opinion, but I am thinking that many of these new cases showing up where seller protection is inexplicitly denied may be instances where purchases are made via stolen payment credentials.  The usual name in the industry for the chargeback would be "Unauthorized Charge" where the cardholder indeed did not participate in the transaction at all, and the product was sent to an address unrelated to the card holder.  

So far, I have only seen two actual "Unauthorized Charge" situations mentioned here, and sellers lost both cases, even though in compliance with the requirements for "doesn't recognize the charge". Note there is NO MENTION whatsoever of any seller protection offered for Unauthorized Charge specifically, nor any seller protection requirements.  

It is conceivable, that a card holder would NOT recognize a charge they never made and filed under that reason instead.    I would think that eBay is running into an increasing "problem" (having to pay out)  for fraud, so thus the new trend in sellers losing "doesn't recognize the charge" Payment Disputes where they used to be the easiest for the seller to remedy by compliance  with the seller protection requirements. 

I really don't know how long "it is the credit card and nothing we can do" mantra is going to hold up for denial of "does not recognize the charge" reversals where protection requirements are met.  eBay will be ahead of the game if only SOME of the victims give up and go away.  Those that control the money though are in charge of the outcome. 

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Sure in cases of stolen credit cards then obviously that makes sense.

But I thought and I guess wrongly that you as a seller would be PROTECTED in such cases since how the heck are you possibly able to verify if a credit card is stolen or not, no possible way to know that.

This problem is not going away, it's only going to get worse and worse until Ebay/Adyen come up with some type of solution or better protection.

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Exactly.  As a Seller, you expect protection in either scenario.  If you ship to the address given and e-Bay green lights the order to ship - not backing your Seller is infuriating.  (You know why I personally feel this way).

It adds up FAST.  And making this a Seller pocket-book funded problem, not an E-Bay pocketbook issue is totally unacceptable.

E-Bay needs to man-up in these scenarios.

[stuff4divas]

I would contact eBay via social media with a private message:

https://Facebook.com/ebay

AND-OR

https://Twitter.com/askebay

Ebay customer service is superior on those sites.

[ittybitnot]

If the card is stolen, MP/ADYEN can get off their butts and do some research and find out if the item was delivered to another address other that the account holder.

@vintagecraze50 

It is NOT supposed to matter for the purposes of eBay sales/seller protection.  The point is that sellers who comply with the seller protection requirements should not be losing their money and the additional (salt in the wound) $20 fee when they shipped to the address provided with their payment as required. 

[donsdetour]

This whole mess is a problem that is costing seller money when eBay says they should be covered.

Ebay is facilitating this stuff.

You should be covered if they are using a stolen card (ebay eats it acording to being covered for the seller) you should be covered if they claim its an unauthorized charge, ebay should be eating it).

And so on.

This is to the point ebay liability may be very very high up the chart of management. Only management could issue order that such rules be ignored.

Hmm
 also file reports with law enforcement for fraud and theft on this and get a copy of the report.

Sooner or later such reports keep piling up until law enforcement, or judicial; will push back on ebay to do more about this garbage.

[bargr6493]

yes. i thing so.

[ittybitnot]

But I thought and I guess wrongly that you as a seller would be PROTECTED in such cases ...

@jonathankirkland 

I don't think you guessed or thought wrongly at all.  So far they have NOT changed the protections to include a "unless we don't feel like it" or "unless the credit card company does not rule in favor of the merchant" clause. 

When a buyer reports that they don't recognize the transaction

• You provided proof of delivery that included all of the following:
• Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
• A delivery status of "delivered"
• Date of delivery
• Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent)
• Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Sell...

(Note the OP did not need signature confirmation for this sale) 

[detroittech313]

I now have multiple problems with this.

Ebay customer service reps are simply a waste of time to speak with.

They claim that they can't tell you if you are protected by "Seller Protection" until you lose the case with the credit card company.

That is absolutely incorrect.

You are protected by Ebay seller protection WHEN you have followed Ebay's policy and requirements for doing so.  It is between Ebay & the seller, NOT the credit card company.

[greatstuff80]

Yes, it can work ( not always) and it will take hours and hours and dozens of calls. Sellers should not have to go through that, waste their time and be treated like this. 

[donsdetour]

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@ittybitnot wrote:

But I thought and I guess wrongly that you as a seller would be PROTECTED in such cases ...

@jonathankirkland 

I don't think you guessed or thought wrongly at all.  So far they have NOT changed the protections to include a "unless we don't feel like it" or "unless the credit card company does not rule in favor of the merchant" clause. 

When a buyer reports that they don't recognize the transaction

• You provided proof of delivery that included all of the following:
• Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
• A delivery status of "delivered"
• Date of delivery
• Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent)
• Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Sell...

(Note the OP did not need signature confirmation for this sale) 

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Now that you have shown this there are also things not covered:

Yet here is policy:

When a buyer reports that they don't recognize the transaction

You provided proof of delivery that included all of the following:
Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
A delivery status of "delivered"
Date of delivery
Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent)
Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;
For an In-store pickup item, you validated the identity of the person picking up the item, and provided proof of pickup while contesting the payment dispute, which includes all of the following:
Date of pickup
Store of delivery, matching the shipping address on the order
Order ID, item number, item title, and price paid
The customer's signature on the pickup form or on a copy of the eBay order details. Or;
For items delivered via local pickup, evidence that the buyer has received the item may include:
You used the eBay app to scan the buyer's QR code or manually enter the buyer's 6-digit pickup code at the time of collection
A copy of the eBay order details, signed by the buyer at the time of collection

Also this to counter act all of it;

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

Not veyr well done fer sure...

[katzrul15]

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@donsdetour wrote:

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@ittybitnot wrote:

But I thought and I guess wrongly that you as a seller would be PROTECTED in such cases ...

@jonathankirkland 

I don't think you guessed or thought wrongly at all.  So far they have NOT changed the protections to include a "unless we don't feel like it" or "unless the credit card company does not rule in favor of the merchant" clause. 

When a buyer reports that they don't recognize the transaction

• You provided proof of delivery that included all of the following:
• Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
• A delivery status of "delivered"
• Date of delivery
• Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent)
• Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Sell...

(Note the OP did not need signature confirmation for this sale) 

---

Now that you have shown this there are also things not covered:

Yet here is policy:

When a buyer reports that they don't recognize the transaction

You provided proof of delivery that included all of the following:
Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
A delivery status of "delivered"
Date of delivery
Recipient's address, matching the address on the order (including the city, county, zip code or international equivalent)
Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;
For an In-store pickup item, you validated the identity of the person picking up the item, and provided proof of pickup while contesting the payment dispute, which includes all of the following:
Date of pickup
Store of delivery, matching the shipping address on the order
Order ID, item number, item title, and price paid
The customer's signature on the pickup form or on a copy of the eBay order details. Or;
For items delivered via local pickup, evidence that the buyer has received the item may include:
You used the eBay app to scan the buyer's QR code or manually enter the buyer's 6-digit pickup code at the time of collection
A copy of the eBay order details, signed by the buyer at the time of collection

Also this to counter act all of it;

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

Not veyr well done fer sure...

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Yep.  Understatement for certain.

[ittybitnot]

You are protected by Ebay seller protection WHEN you have followed Ebay's policy and requirements for doing so.

@detroittech313 

You would be correct, but for some reason that is not how it is working out.  What the policy states and what is actually happening (more frequently of late) seems to be at odds.  

It is no surprise to most responders here the inadequacy of the bottom tier customer service to actually solve any problems such as this.  They can sympathize, placate, and give incorrect advice, but usually can do nothing to give your money back regardless of what the policy says.  "It is the credit card company and nothing we can do" is likely the most used part of their allowed script.  

[detroittech313]

No help from the Facebook page either:

Here is the response I get from an Ebay Facebook rep to a specific problem I've had with the seller protection on managed payments:

"Our social media teammates can help with most situations. However, the Managed Payments teammates are the only ones who are able to take any action with payment disputes." ~Mel