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@mr_lincoln wrote:
Good afternoon eBay Support Team!
Subject: My first Payment Dispute from a Buyer in Managed Payments
Chronology - Comments - Questions
1. Buyer purchases item on November 4 ... total purchase about $ 40, I leave FB for Buyer while label is printing
2. Item delivered Nov 6
3. Dec 13 eBay messages me about a Payment Dispute, message states the charge is not recognized by the Buyer
4. Dec 13 I send Buyer a message acknowledging their dispute, include screen shots of Delivery confirmation AND the Order details. I upload tracking to the eBay claim BUT that is all they ask for.
5. Dec 14 Buyer leaves Positive Feedback for me on the transaction, they are very happy
6. I message Buyer asking if they have or will contact their credit card company to cancel the payment dispute
7. Buyer has NOT messaged me through the entire process ... they may not know how, not sure.
That brings us to the present here on Dec 15, late in the day. Comments - questions:
A. Why is there no access to the Dispute details for Sellers via Seller Hub or some other eBay-Adyen portal? There should be to allow Sellers to review status, add pertinent info (like messages from Buyer, report Feedback was left, etc.)
B. In a case where a Buyer leaves Positive Feedback, wouldn't that allow eBay-Adyen to WIN the dispute
C. Does eBay review any messages between Trading Partners on a Payment dispute to share with Adyen?
D. How long does it take for a typical Payment Dispute to be resolved?
E. In the event a Buyer wins a dispute, what funding source does eBay use to charge the Seller? Available funds if they are sufficient to cover the cost? Seller's back up payment method?
F. In my situation, in the unlikely event eBay-Adyen loses the Payment Dispute how do I appeal that and provide the PROOF the Buyer made the purchase and was ultimately pleased with it?
It would be beneficial if eBay would provide an accurate explanation of how eBay-Adyen really helps protect Sellers in the event of a Payment dispute.
Regards,
Mr. L
Hi @mr_lincoln -
A. Why is there no access to the Dispute details for Sellers via Seller Hub or some other eBay-Adyen portal? There should be to allow Sellers to review status, add pertinent info (like messages from Buyer, report Feedback was left, etc.) I'm a little confused by this one, because there is: https://www.ebay.com/sh/resolutions. It will show any open requests and disputes.
B. In a case where a Buyer leaves Positive Feedback, wouldn't that allow eBay-Adyen to WIN the dispute? Not necessarily, as a payment dispute is initiated and decided by the funding source a buyer uses. It's definitely evidence that you could include in your rebuttal, but it is not something that's an ironclad reason for winning.
C. Does eBay review any messages between Trading Partners on a Payment dispute to share with Adyen? eBay messages can be used as evidence in a rebuttal, but they are not always accepted as evidence by the financial institution making the decision.
D. How long does it take for a typical Payment Dispute to be resolved? Depending on the payment institution, it can take up to 90 days.
E. In the event a Buyer wins a dispute, what funding source does eBay use to charge the Seller? Available funds if they are sufficient to cover the cost? Seller's back up payment method? We would typically use your Available and Processing and/or On hold funds first, charging any excess amount to your payout bank or automatic payment method.
F. In my situation, in the unlikely event eBay-Adyen loses the Payment Dispute how do I appeal that and provide the PROOF the Buyer made the purchase and was ultimately pleased with it? Hoping that you don't have to worry about this, but you have 30 calendar days from the date the dispute outcome was received to appeal it with us. The best way to do that would be to contact CS via callback, or doing it from the portal I linked in A.
Thanks!
@thebargainhunter420 wrote:
Hi!
Last year, when my wife’s eBay account was transitioned into Managed Payments, she noticed that she could not set up her business (through the MP system) as a single-member LLC (treated as a disregarded entity for federal tax purposes) and use her SSN as her TIN. We sent several messages to the Managed Payments team about this issue (at that time) and had several phone conversations as well. We were assured that things would be resolved and were under the impression that they were.
Recently, she received notification within eBay that her TIN/name combination didn’t match the IRS records and requested she electronically submit a signed W-9 which she did that same day. Hopefully, by sending in the W-9, your system will be set up to transmit her information to the IRS, per the W-9…. However, several days have passed now and the taxpayer settings within eBay do not match the info she sent on the W-9 form yet…
We called eBay shortly thereafter submitting the W-9 and were informed by the representative that It appears that this issue resulted from the eBay Managed Payments system not allowing a SSN to be used with a single-member LLC. He indicated that a ticket was created to have the IT team fix the issue and they would get back to us.
I have three questions….
1). When will we know that eBay has confirmed the updated TIN information with the IRS? How will eBay notify us of this? Will our taxpayer settings in eBay match the W-9 info we sent?
2). Will eBay be sending corrected 2020 1099-K’s to the IRS for these small number of sellers?
3) Will eBay communicate to the IRS that this error on the 2020 1099-K was on eBay’s end and not on her end? (We have records of our correspondence with eBay from last year where she told the Managed Payments team that her single member LLC was a disregarded entity for federal tax purposes, that she did not have an EIN, and that she properly uses her SSN)
I am concerned that IRS might think she did something improper (I believe there is a potential $50 penalty for providing incorrect information) or that they now think she earned twice the income that she did in 2020 on eBay MP if two 1099-K’s with identical amounts end up being sent.
Please help!
Hi @thebargainhunter420! This isn't something we have additional information to provide publicly. I will need to point you back to the Payments team to get answers to your questions. I will pass your feedback on as to having more information made publicly available though, as to how this all works.
Thanks for joining this week's chat. It's closed from further replies, but we will keep working through to ensure that questions receive a reply.
Thanks!
@sweetlittlepiggy wrote:
Copy and paste..
Why was PR buyer able to select FedEx Home Delivery when FedEx considers it as an international ship-to address?
PR buyer should have not been able to proceed with the purchase as I did not list USPS on the courier services nor FedEx/UPS International services.
eBay should have not allowed the sale given that FedEx Home/Ground is for US Domestic address; PR is an international destination for FedEx.
Hi @sweetlittlepiggy - without being able to review the transaction itself I can only speak in generalities - but usually we'd want to make sure your shipping preferences are set to block buyers in locations to which you do not ship, as well as making certain that a specific courier service was selected instead of a generic one.
If you contact CS and provide them additional detail like the item number they can review the situation and file a ticket with the tech team to review if it appears that there is a technical issue.
@thebargainhunter420 wrote:
I have another question…. If you start a 1 day auction and after 20+ hours, it still does not show up in search results, is there a number to call to get it listed in search results? It can be a little nerve racking to start an auction without a reserve that cannot be found by buyers…
Hello again @thebargainhunter420! There's not a way to escalate something like that. It can take up to 24-hours for a listing to index so that is a risk you're taking by running a one-day auction.
As a side note for longer listing timeframes: if a listing is taking more than 24-hours to appear in the search, then that's something Customer Support can escalate.
