Hey everyone, we received some information that we think would be valuable to you regarding how to handle disputes and especially chargebacks.
To help improve the chances of winning an Item not as described dispute, we recommend that you challenge the dispute and provide documentation based on the following suggestions:
- Provide proof showing the item matches the listing description.
You can strengthen your response by also providing:
- Proof showing the item’s condition before shipping. Proof showing an attempt to resolve the buyer’s issues with the item
- More information on how to respond to an item not as described (SNAD) disputes can be found on our help page, Handling payment disputes (https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=1&query=Ha...) .
When challenging a payment dispute, it is required from sellers to provide a return address so that we can work with the buyer’s payment institution to see if the buyer can return the item. The return of the item is not guaranteed as the decision ultimately lies on the payment institution.
If you believe you do not have sufficient evidence to challenge the payment dispute, you can accept the dispute and still provide a return address and eBay will share the address with the payment institution. In some cases, the buyer’s payment institution may demand the buyer to return the item failing which they can rule in your favor.
While the final decision is outside eBay’s control, if you believe that the buyer has acted in bad faith, please report the buyer using the Report a buyer link (https://spd.ebay.com/RBASellerHub). This will allow eBay to investigate the buyer and protect our sellers when applicable.
To help prevent item not as described payment disputes, you should:
- Create detailed, accurate listings
- Include multiple, high-quality photos of your items
- Be responsive to buyers who contact you through eBay Messages and work to resolve any issues within eBay
- Keep any messages and supporting documentation through eBay tools and upload the same as evidence while you challenge the dispute
Kyle,
