Improvements to our payment dispute process

[community-team@ebay]

Dear Sellers,

This summer, we’re focusing on providing you with tools and features that’ll make selling on eBay easier and more secure.

Improvements to our payment dispute process

We’ve improved the process of submitting information when challenging a payment dispute. A payment dispute is when a buyer requests reimbursement for the amount paid for an eBay transaction directly from their payment institution (e.g., bank, credit card company, PayPal etc.). After listening to your feedback, we’ve made some updates to help resolve these scenarios.

Find out more

Please refer to the link above to view further information on this topic. By doing this, many questions can often be clarified in advance.

We would also like to ask you to stay on the topic with the discussion, as we will remove off-topic contributions—according to our community guidelines.

Kind Regards,

eBay Community Team

[litp*records]

This is really good news.  Chargeback scams have unfortunately been growing in the last year, I have fallen victim to one.  What however this does not address is when the customer tells their bank they "don't recognise the transaction"... assuming buyer was never in contact with you at all (therefore no trail of messages) how would there be a way to prove that the buyer is lying?

[katie@ebay]

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@litp*records wrote:

This is really good news.  Chargeback scams have unfortunately been growing in the last year, I have fallen victim to one.  What however this does not address is when the customer tells their bank they "don't recognise the transaction"... assuming buyer was never in contact with you at all (therefore no trail of messages) how would there be a way to prove that the buyer is lying?

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Hi @litp*records,

In this case here the main thing to do would be to use the new feature to leave information such as tracking numbers, any communication with the buyer and any additional information related to the transaction. eBay will also provide transaction information to the payment provider and will use all information available to assist the case.

Thanks,

Katie 

[valueaddedresource]

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@litp*records wrote:

This is really good news.  Chargeback scams have unfortunately been growing in the last year, I have fallen victim to one.  What however this does not address is when the customer tells their bank they "don't recognise the transaction"... assuming buyer was never in contact with you at all (therefore no trail of messages) how would there be a way to prove that the buyer is lying?

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@litp*records luckily "doesn't recognise transaction" is one of the reasons that eBay will provide seller protection on, if you have tracking that shows the item was delivered.

https://www.ebay.co.uk/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=... 

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:

• Evidence of successful delivery to the address provided by the buyer at checkout, or
• Proof that the buyer collected the item

If eBay determines that the item was successfully delivered or collected:

• We will not seek reimbursement from the seller for the disputed amount, even if the payment institution decides that the buyer is owed a refund; and
• We will waive or refund the seller's dispute fee

Evidence of successful delivery
Tracking information from a shipping carrier that shows all of the following:

• A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
• The date of delivery;
• The recipient's address that matches the one found on the Order details page, including the city/county or postal code (or international equivalent); and
• Proof of signature confirmation uploaded as an image while challenging the payment dispute, for orders with a total cost of £450 or more. Learn more about our signature confirmation requirements