Card Buyers and Sellers: NEW EBAY "Purchase Protection" Policy
storm888
Posts: 11,701 ✭✭✭
OHMY.............
//////////
eBay Purchase Protection Policy
We're committed to making sure you can purchase items on eBay with confidence, knowing we're here to help if you have problems. eBay Purchase Protection helps you if an item doesn't arrive, or doesn't match what was described in the listing.
We encourage buyers and sellers to work together first to resolve a problem. If that doesn't work, you can contact customer support. We'll help by getting the parties in contact with each other, and in some cases, issue a refund or a coupon redeemable on eBay.
The eBay resolution system, backed by customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with sellers.
Specific eBay Purchase Protection program conditions, exclusions, and coverage limitations.
This eBay Purchase Protection policy is incorporated by reference into the eBay User Agreement. This policy was last updated June 8, 2009. Generally, all purchases by eligible buyers that meet the conditions and do not fall within an exclusion or coverage limitation are covered by eBay Purchase Protection.
Conditions
You have 45 days from the time of payment to initiate a claim under eBay Purchase Protection. Your purchase must meet these conditions:
You are an eligible buyer (see coverage limitations below).
You paid with an eBay-approved payment method (see the Accepted Payments Policy).
The item you purchased is not excluded from the program (see exclusions below).
You paid for the item in full with one payment. Items purchased with multiple payments - such as a deposit followed by a final payment - aren't eligible.
You sent payment to the seller using the "Pay Now" button-including situations when your transaction was completed through a third party checkout-or through an eBay invoice.
You have not received the item at least 7 business days after you paid for it or if the seller has estimated a delivery date, at least 3 days after the estimated delivery date. If the seller estimated a delivery date that was less than 7 days from your payment, please contact the seller first and allow 3 business days for a reply.
When your item doesn't match the listing description, please contact the seller first. Allow 3 business days for the seller to reply. If you don't hear from the seller, you can contact us through the eBay Resolution Center.
Exclusions:
eBay Purchase Protection doesn't cover certain types and categories of goods or services, false, abusive or illegitimate claims, or purchases where you have been or may be compensated by another third party. The following purchases are excluded:
Prohibited or restricted items
Any item eligible for protection under eBay's Business Equipment Purchase Protection and eBay's Vehicle Purchase Protection
Items listed or that should be listed (under our listing policy) in these categories are also not covered:
Specialty Services
Real Estate
you purchase item(s) from a seller and are improperly claiming that the seller has not fulfilled the transaction.
you make a claim to receive reimbursement from eBay for an item that you actually received (by claiming you did not receive it) or for an item that does match the item description (by claiming the item did not match the item description).
you paid by credit card and already filed a chargeback.
you paid for an item on eBay using PayPal and already filed a PayPal Buyer Protection claim.
If you have an issue regarding unauthorized transactions with your PayPal account (incorrect purchases or those made without your permission), please visit https://www.paypal.com/security.
Coverage Limitations
All purchases by an eligible buyer that meet the conditions and are not otherwise excluded are covered. Only buyers who have agreed to the eBay.com User Agreement and purchased on eBay.com are eligible under eBay Purchase Protection. A buyer will be ineligible under eBay Purchase Protection if eBay believes in our sole discretion that the buyer is abusing eBay Purchase Protection or a seller, committing fraud, or attempting to unjustly benefit from eBay Purchase Protection. Except for claims that are not covered or fall within an exclusion, we'll always provide advance notice before limiting a buyer's eligibility to eBay Purchase Protection. eBay reserves the right to temporarily, indefinitely or permanently suspend the eBay Purchase Protection program immediately if we suspect abuse, excessive claims, tampering, or interference with the proper working of the program.
--------------------------------------------------------------------------------
Relationship between eBay Purchase Protection, PayPal's Buyer Protection, and Chargebacks
Chargeback rights from most credit card companies are broader than both eBay and PayPal's protection programs. Chargebacks may be filed more than 45 days after the payment, may cover unsatisfactory items even if they don't qualify under eBay's program, and may cover intangible items.
You can go through eBay or PayPal for purchase protection, or you may contact your credit card company to determine your chargeback rights. You must choose only one, and cannot get coverage from more than one. If you have an open claim with eBay and/or file a PayPal dispute or chargeback with your credit card company, eBay may close your claim.
--------------------------------------------------------------------------------
Buyers' Frequently Asked Questions
I didn't receive my item. When should I contact eBay?
Try contacting the seller for package tracking information or a reason why delivery is delayed. If the estimated delivery date has passed and you haven't received a reply from the seller, go to the eBay Resolution Center.
The item I received is either wrong, damaged, or it doesn't match the seller's description. When should I contact eBay?
First contact the seller. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by going to the eBay Resolution Center.
I'm not sure if my item qualifies as wrong, damaged, or "not matching the seller's description."
Some examples of what would be covered:
You received a completely different item. For example, you purchased a book and received a DVD.
The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used.
The item is missing parts or components (e.g., camera kit was supposed to include a tripod, but you didn't receive it.)
Item defective during first use: The first time you tried to use the product, it didn't work (e.g., HDTV did not turn on).
The item is a different version or edition than the item displayed in the listing.
The item was described as authentic but isn't.
The item is missing major parts or features, and this was not disclosed in the listing.
You purchased three items from a seller but only received two.
The item was damaged during shipment.
Some examples of what wouldn't be covered:
The defect in the item was correctly described by the seller.
The item was accurately described but you didn't want it after you received it.
The item was accurately described but didn't meet your expectations.
The item has minor scratches and was listed as used.
How do I contact eBay for support?
If your purchase meets the requirements above, you can contact eBay for support by opening a claim through the eBay Resolution Center. In some cases, eBay may ask you for documents or third-party evaluations to support your claim.
How much of my purchase is covered?
If we agree your purchase is eligible, we'll reimburse you or provide you an eBay coupon, for the full purchase price of the item plus original shipping costs. If you're opening a claim because the item you received does not match the description, you may be asked to pay for return shipping.
What happens after I open a claim?
You'll receive a confirmation email when you open a claim. We may contact you for more information. We may also try to reach the seller to encourage him or her to work directly with you to resolve the problem.
If you didn't receive your item:
If you opened a claim because you didn't receive your item, you should receive a refund, tracking information, or a delivery estimate from your seller within 5 business days. If the seller hasn't responded in 5 business days, eBay may refund you directly or issue you a coupon redeemable on eBay.
If your item didn't match the listing description:
eBay will review all available information about the transaction. You may also be asked to provide receipts, third party evaluations, police reports, or other documents related to the item. (See "I'm not sure if my item qualifies as wrong, damaged, or 'not matching the seller's description'" above.)
eBay usually requires the buyer to return the item to the seller, and for the seller to accept it and refund the buyer. We require you to send the item back in the same packaging you received it in. In most cases, eBay will provide a pre-paid shipping label but we may ask you to pay for return shipping. For transactions valued under $250, we require shipping with proof of delivery. For transactions over $250, we require shipping with signature confirmation of delivery.
What happens if a buyer believes an item is not authentic?
When buyers file a claim alleging that the item is not authentic, we require the buyer to destroy the item. Once a buyer confirms destruction of the item, we will reimburse the buyer or provide an eBay coupon.
How do I cancel an open claim?
To cancel an open item, just reply to the confirmation email you first received stating that you no longer have a problem with your purchase and want to close the claim.
--------------------------------------------------------------------------------
Sellers' Frequently Asked Questions
Will I be charged if eBay closes a claim on my behalf?
If we find you're not at fault you don't have to pay any fees or refund eBay or the buyer anything.
If we find you're at fault, we may seek to recover transaction funds from you, including the original purchase price and any shipping and handling paid by the buyer. We also may not return any fees you paid for the original transaction.
What should I do to make sure my buyers are satisfied?
Write detailed listing descriptions with accurate item condition such as used, new, or refurbished. Clearly describe any flaws.
Include multiple pictures of an item in your listings, especially if there are flaws.
Ship with a carrier that provides shipping and/or delivery confirmation.
Upload item tracking information to My eBay. If you print labels with PayPal or eBay, the tracking information is uploaded automatically.
When an item has shipped, mark it as shipped in My eBay.
Communicate with your buyers - most issues can be resolved this way.
What can I do to make sure this process runs smoothly:
Send the item to the shipping address on the "Order Details" page.
Always ship within 7 days of receiving payment.
If you accept pre-orders or sell made-to-order goods, clearly specify the expected delivery time and be sure to ship within that delivery time.
Reply promptly - within 3 business days - to eBay's requests for documentation and other information including proof of delivery.
What documentation will eBay accept if a buyer says their item wasn't received?
Proof of delivery is acceptable documentation. You'll need online tracking information from a shipping company that:
Shows the status as delivered.
Shows the date of delivery.
Includes the recipient's address, showing at least the city/state or ZIP code (or the equivalent).
For items $250 USD (or local currency equivalent) or more, shows proof of the recipient's signature to confirm delivery.
What happens if eBay determines I'm at fault?
If you're found at fault, here's what can happen:
eBay asks you to refund the amount paid by the buyer.
If you don't refund the buyer or successfully appeal, eBay may recover all funds reimbursed the buyer including the full purchase price and shipping costs.
You may receive negative or neutral feedback from the buyer.
Sellers with a large number of claims relative to their total sales may be at risk of breaking eBay's Seller Performance policy. If you break the policy, you may experience:
Reduced or eliminated PowerSeller fee discounts
Loss of PowerSeller status
Lowered visibility in search results
Requirements about which payment options you can offer
Potential holds on payments made through PayPal
Account suspension
//////////
eBay Purchase Protection Policy
We're committed to making sure you can purchase items on eBay with confidence, knowing we're here to help if you have problems. eBay Purchase Protection helps you if an item doesn't arrive, or doesn't match what was described in the listing.
We encourage buyers and sellers to work together first to resolve a problem. If that doesn't work, you can contact customer support. We'll help by getting the parties in contact with each other, and in some cases, issue a refund or a coupon redeemable on eBay.
The eBay resolution system, backed by customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with sellers.
Specific eBay Purchase Protection program conditions, exclusions, and coverage limitations.
This eBay Purchase Protection policy is incorporated by reference into the eBay User Agreement. This policy was last updated June 8, 2009. Generally, all purchases by eligible buyers that meet the conditions and do not fall within an exclusion or coverage limitation are covered by eBay Purchase Protection.
Conditions
You have 45 days from the time of payment to initiate a claim under eBay Purchase Protection. Your purchase must meet these conditions:
You are an eligible buyer (see coverage limitations below).
You paid with an eBay-approved payment method (see the Accepted Payments Policy).
The item you purchased is not excluded from the program (see exclusions below).
You paid for the item in full with one payment. Items purchased with multiple payments - such as a deposit followed by a final payment - aren't eligible.
You sent payment to the seller using the "Pay Now" button-including situations when your transaction was completed through a third party checkout-or through an eBay invoice.
You have not received the item at least 7 business days after you paid for it or if the seller has estimated a delivery date, at least 3 days after the estimated delivery date. If the seller estimated a delivery date that was less than 7 days from your payment, please contact the seller first and allow 3 business days for a reply.
When your item doesn't match the listing description, please contact the seller first. Allow 3 business days for the seller to reply. If you don't hear from the seller, you can contact us through the eBay Resolution Center.
Exclusions:
eBay Purchase Protection doesn't cover certain types and categories of goods or services, false, abusive or illegitimate claims, or purchases where you have been or may be compensated by another third party. The following purchases are excluded:
Prohibited or restricted items
Any item eligible for protection under eBay's Business Equipment Purchase Protection and eBay's Vehicle Purchase Protection
Items listed or that should be listed (under our listing policy) in these categories are also not covered:
Specialty Services
Real Estate
you purchase item(s) from a seller and are improperly claiming that the seller has not fulfilled the transaction.
you make a claim to receive reimbursement from eBay for an item that you actually received (by claiming you did not receive it) or for an item that does match the item description (by claiming the item did not match the item description).
you paid by credit card and already filed a chargeback.
you paid for an item on eBay using PayPal and already filed a PayPal Buyer Protection claim.
If you have an issue regarding unauthorized transactions with your PayPal account (incorrect purchases or those made without your permission), please visit https://www.paypal.com/security.
Coverage Limitations
All purchases by an eligible buyer that meet the conditions and are not otherwise excluded are covered. Only buyers who have agreed to the eBay.com User Agreement and purchased on eBay.com are eligible under eBay Purchase Protection. A buyer will be ineligible under eBay Purchase Protection if eBay believes in our sole discretion that the buyer is abusing eBay Purchase Protection or a seller, committing fraud, or attempting to unjustly benefit from eBay Purchase Protection. Except for claims that are not covered or fall within an exclusion, we'll always provide advance notice before limiting a buyer's eligibility to eBay Purchase Protection. eBay reserves the right to temporarily, indefinitely or permanently suspend the eBay Purchase Protection program immediately if we suspect abuse, excessive claims, tampering, or interference with the proper working of the program.
--------------------------------------------------------------------------------
Relationship between eBay Purchase Protection, PayPal's Buyer Protection, and Chargebacks
Chargeback rights from most credit card companies are broader than both eBay and PayPal's protection programs. Chargebacks may be filed more than 45 days after the payment, may cover unsatisfactory items even if they don't qualify under eBay's program, and may cover intangible items.
You can go through eBay or PayPal for purchase protection, or you may contact your credit card company to determine your chargeback rights. You must choose only one, and cannot get coverage from more than one. If you have an open claim with eBay and/or file a PayPal dispute or chargeback with your credit card company, eBay may close your claim.
--------------------------------------------------------------------------------
Buyers' Frequently Asked Questions
I didn't receive my item. When should I contact eBay?
Try contacting the seller for package tracking information or a reason why delivery is delayed. If the estimated delivery date has passed and you haven't received a reply from the seller, go to the eBay Resolution Center.
The item I received is either wrong, damaged, or it doesn't match the seller's description. When should I contact eBay?
First contact the seller. The seller may be willing to offer a refund or exchange within 45 days of payment. If you're not able to work things out with the seller, you can reach eBay for support by going to the eBay Resolution Center.
I'm not sure if my item qualifies as wrong, damaged, or "not matching the seller's description."
Some examples of what would be covered:
You received a completely different item. For example, you purchased a book and received a DVD.
The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used.
The item is missing parts or components (e.g., camera kit was supposed to include a tripod, but you didn't receive it.)
Item defective during first use: The first time you tried to use the product, it didn't work (e.g., HDTV did not turn on).
The item is a different version or edition than the item displayed in the listing.
The item was described as authentic but isn't.
The item is missing major parts or features, and this was not disclosed in the listing.
You purchased three items from a seller but only received two.
The item was damaged during shipment.
Some examples of what wouldn't be covered:
The defect in the item was correctly described by the seller.
The item was accurately described but you didn't want it after you received it.
The item was accurately described but didn't meet your expectations.
The item has minor scratches and was listed as used.
How do I contact eBay for support?
If your purchase meets the requirements above, you can contact eBay for support by opening a claim through the eBay Resolution Center. In some cases, eBay may ask you for documents or third-party evaluations to support your claim.
How much of my purchase is covered?
If we agree your purchase is eligible, we'll reimburse you or provide you an eBay coupon, for the full purchase price of the item plus original shipping costs. If you're opening a claim because the item you received does not match the description, you may be asked to pay for return shipping.
What happens after I open a claim?
You'll receive a confirmation email when you open a claim. We may contact you for more information. We may also try to reach the seller to encourage him or her to work directly with you to resolve the problem.
If you didn't receive your item:
If you opened a claim because you didn't receive your item, you should receive a refund, tracking information, or a delivery estimate from your seller within 5 business days. If the seller hasn't responded in 5 business days, eBay may refund you directly or issue you a coupon redeemable on eBay.
If your item didn't match the listing description:
eBay will review all available information about the transaction. You may also be asked to provide receipts, third party evaluations, police reports, or other documents related to the item. (See "I'm not sure if my item qualifies as wrong, damaged, or 'not matching the seller's description'" above.)
eBay usually requires the buyer to return the item to the seller, and for the seller to accept it and refund the buyer. We require you to send the item back in the same packaging you received it in. In most cases, eBay will provide a pre-paid shipping label but we may ask you to pay for return shipping. For transactions valued under $250, we require shipping with proof of delivery. For transactions over $250, we require shipping with signature confirmation of delivery.
What happens if a buyer believes an item is not authentic?
When buyers file a claim alleging that the item is not authentic, we require the buyer to destroy the item. Once a buyer confirms destruction of the item, we will reimburse the buyer or provide an eBay coupon.
How do I cancel an open claim?
To cancel an open item, just reply to the confirmation email you first received stating that you no longer have a problem with your purchase and want to close the claim.
--------------------------------------------------------------------------------
Sellers' Frequently Asked Questions
Will I be charged if eBay closes a claim on my behalf?
If we find you're not at fault you don't have to pay any fees or refund eBay or the buyer anything.
If we find you're at fault, we may seek to recover transaction funds from you, including the original purchase price and any shipping and handling paid by the buyer. We also may not return any fees you paid for the original transaction.
What should I do to make sure my buyers are satisfied?
Write detailed listing descriptions with accurate item condition such as used, new, or refurbished. Clearly describe any flaws.
Include multiple pictures of an item in your listings, especially if there are flaws.
Ship with a carrier that provides shipping and/or delivery confirmation.
Upload item tracking information to My eBay. If you print labels with PayPal or eBay, the tracking information is uploaded automatically.
When an item has shipped, mark it as shipped in My eBay.
Communicate with your buyers - most issues can be resolved this way.
What can I do to make sure this process runs smoothly:
Send the item to the shipping address on the "Order Details" page.
Always ship within 7 days of receiving payment.
If you accept pre-orders or sell made-to-order goods, clearly specify the expected delivery time and be sure to ship within that delivery time.
Reply promptly - within 3 business days - to eBay's requests for documentation and other information including proof of delivery.
What documentation will eBay accept if a buyer says their item wasn't received?
Proof of delivery is acceptable documentation. You'll need online tracking information from a shipping company that:
Shows the status as delivered.
Shows the date of delivery.
Includes the recipient's address, showing at least the city/state or ZIP code (or the equivalent).
For items $250 USD (or local currency equivalent) or more, shows proof of the recipient's signature to confirm delivery.
What happens if eBay determines I'm at fault?
If you're found at fault, here's what can happen:
eBay asks you to refund the amount paid by the buyer.
If you don't refund the buyer or successfully appeal, eBay may recover all funds reimbursed the buyer including the full purchase price and shipping costs.
You may receive negative or neutral feedback from the buyer.
Sellers with a large number of claims relative to their total sales may be at risk of breaking eBay's Seller Performance policy. If you break the policy, you may experience:
Reduced or eliminated PowerSeller fee discounts
Loss of PowerSeller status
Lowered visibility in search results
Requirements about which payment options you can offer
Potential holds on payments made through PayPal
Account suspension
Folks Who Bite Get Bitten. Folks Who Don't Bite Get Eaten.
0
Comments
WTF??
James
James
<< <i>When buyers file a claim alleging that the item is not authentic, we require the buyer to destroy the item. Once a buyer confirms destruction of the item, we will reimburse the buyer or provide an eBay coupon.
WTF?? >>
///////////////////////////////////////////////////////////////
By "destroy," they likely mean send the item to their
partners in crime - a Texas outfit - that "allegedly" resells
fake stuff. PayPal currently uses that method.
BUT, if I want to steal your stuff, all I have to do is tell EBAY
it's fake, send a fake item to their TX partners, OR maybe
just send a picture of the "fake" item being destroyed.
......
The new scheme is chock full of traps for sellers AND buyers.
BUT, it pretty well mirrors the PayPal scheme. Apparently,
PayPal is simply tired of dealing with all of the nonsense
on their own and wants the EBAY creatures to do some
of the work.
/////////////////
This has always been EBAY TOS. Maybe EBAY will understand
it better than PayPal has.
Some examples of what wouldn't be covered (in a SNAD claim):
The defect in the item was correctly described by the seller.
The item was accurately described but you didn't want it after you received it.
The item was accurately described but didn't meet your expectations.
The item has minor scratches and was listed as used.
More and more sellers will start to disappear.
I pay for my eBay items with nothing but Amex (via Paypal). Amex will support me if I file a complaint with them and they will give ME the benefit of the doubt. It will be up to the seller to prove his/her innocence if the item is SNAD, undelivered, etc.
Need I add that I have not had a major problem?
Sellers (sleazy sellers, of course)...and eBay...must hate Amex.
Nick
<< <i>...............
Sellers (sleazy sellers, of course)...and eBay...must hate Amex.
Nick >>
////////////////////////////////////
AMEX has always given me a fair shot, as a seller.
I can say,
"Buyers (sleazy buyers, of course), will hate AMEX if they file a fraudulent claim."
What buyer, who wants a refund, is going to admit, "Yep--got exactly what was described, but you know what, on second thought it doesn't meet my expectations. I really want a GEM MINT Mantle, not this one with the fuzzy corner which was clearly evident in the scan/written description..."
Of course not, they will simply their expectations weren't met because item was not described correctly--refund granted, case closed.