eBay take buyer complaints process away from PayPal

The new eBay Resolution Process is rolling out this week. Sellers will start to see any buyer claims for items not received or significantly not as described in the eBay Resolution Center, rather than on PayPal.

The biggest change isn’t simply which site the resolution process runs on, it’s that eBay acknowledge that there may be times where both the buyer and the seller are right. In those cases, eBay may absorb the cost to reimburse the buyer without any impact on the seller.

You’ll still need to monitor PayPal resolutions – buyers can still opt to use it if they prefer. Also claims for unauthorised payments will be handled by PayPal Resolutions and if the transaction is with an overseas buyer that’s also likely to be with PayPal until the new eBay resolutions is rolled out world wide.

3 Responses on "eBay take buyer complaints process away from PayPal"

1. 1
   ebuyerfb says:

   November 11, 2009 at 9:06 pm

   I’m shocked. Most of this seems very reasonable.

   However I’m a little concerned regarding their FVFs. They say click here to get a FVF refund like it is plea bargain.

   So if I shipped something without tracking do I click “refund now” or do I click “shipped without tracking”? I know they will find against me and take my FVF if I tell the truth about the tracking so might as well refund now? But if that’s the case why let the seller respond that way at all?

   And what if the item was shipped a few days ago and I have tracking that shows it hasn’t yet arrived? Do I give the tracking number and risk my FVFs if it doesn’t arrive or do I refund immediately and at least get those back?
2. 2
   Emily says:

   November 11, 2009 at 11:04 pm

   I had one of these last week. The buyer claimed they had not received their item and complained to ebay.
   The buyer had not contacted me at all – but they had left personalised positive feedback 8 days after the purchase.

   eBay found in the buyers favour – but DID NOT take the money from me. Instead they refunded the buyer!!! I almost feel off my chair when I saw the email from ebay expalining they would not take any money from me as they felt there was nothing I could have done .
3. 3
   Jamie says:

   November 12, 2009 at 9:28 am

   I recently bought something on eBay and it was not as described and the guy had really overcharged me for P+P. He wasn’t answering his emails so for the first time I had to start a dispute. I used this new process and once I had completed the form I was told that an eBay customer service rep would contact me within 3 working days. 8 days later (today) I get a generic email telling me to contact the seller to see if the matter can be resolved!! They obviously haven’t read the form I filled out and if I was just a buyer on eBay I would certainly think about using other websites for my purchases.