Buyer Protection

[sellingmystuff642]

I'm having my first dispute with a buyer for a long time and the first under Buyer Protection. They claim a DVD I sold is faulty although I tested it before listing and they said they couldn't contact me although I responded to their original message. It's only several quid and no big deal but my understanding is that they'll get their money back and I won't need to refund them and there's no requirement for them to return the item either? They are a new ebayer with no previous feedback so I suspect they are pulling a fast one, so effectively they get the DVD for the cost of buyer protection. Correct?

[ruby*ryan]

It will be under the Money Back Guarantee.

They open a case, you have to provide a returns label, then refund when you get the item back. Or you can refund and tell them to keep/throw the item.

Buyer Protection makes no difference to refunds for not as described.

[barry.110]

I don’t know this for sure but even though eBay are charging the buyers a buyer protection fee I don’t think you can just wash your hands of this. I think the buyer still needs to open a not as described case and you still need to respond to it and either send them a label to return it before you refund or just refund them without them returning it if it not worth the cost of the return label. I think if you do nothing you will still get a black mark against your account and may end up not being able to sell anymore.

[sellingmystuff642]

this was the wording I had in the email from ebay

'The good news is that you’re protected for this dispute under eBay's Seller Protection policy. We'll close this dispute once we receive the dispute outcome from the buyer’s payment institution. You're not required to take any action right now. If the buyer updates the dispute, we will let you know if any further action is required.'

[thetimetower]

One good thing about me charging buyers return postage is a lot of them just end up closing the case. Not trying to be a mean businessman, but half of them want to return things for the most ridiculous reasons. I've had 3 in past 2 weeks who said they want a refund as there's no instructions on how to charge the jump start kits (charging cable is included). If they can't figure that out, I worry about them trying to jump a battery. Had others who just say they found it cheaper. Shipping (which i offer free) is £4-6 so if i allowed them to return it i'd just get absolutely ruined.

[barry.110]

It looks like they have opened a payment dispute with their card provider rather than opening a not as described case through eBay.

[sellingmystuff642]

well as mentioned, it was tested before listing. This is a new buyer with no previous purchases or feedback; everyone has to start somewhere but it seems a bit fishy. They didn't respond to my reply to their message and said they couldn't contact me. Ebay doesn't seem to give the seller the option to respond in the process. It's certainly not a case of washing my hands of it but what is the buyer actually paying the Protection Fee for if the seller has to refund. And it's only £4, it makes no odds to me but seems to open up a can of worms for sellers.

[ruby*ryan]

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@sellingmystuff642 wrote:

this was the wording I had in the email from ebay

'The good news is that you’re protected for this dispute under eBay's Seller Protection policy. We'll close this dispute once we receive the dispute outcome from the buyer’s payment institution. You're not required to take any action right now. If the buyer updates the dispute, we will let you know if any further action is required.'

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So the buyer has opened a dispute with their payment provider.
If it was 'item not received' you should win, if tracking shows it was delivered.

 If it was 'not as described' and you don't win, you will have to pay the refund and any admin charge - I think it's around £14/£16.

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

[barry.110]

I take it these buyers that you are charging return postage are asking for a change of mind return. If they are opening a not as described case you can’t charge them postage, you either provide them a return postage label through the case or refund them without requiring a return if it’s not financially viable.

[ruby*ryan]

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@sellingmystuff642 wrote:

...  what is the buyer actually paying the Protection Fee for if the seller has to refund.

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Buyer Protection Fee does not stop sellers having to refund if an item doesn't arrive or is not as described. 

You would need to prove that it was working when you sent it, if you don't, as I say you will have to refund and pay the admin charge 😞
Did they open an eBay case first of all?

[barry.110]

It definitely seems like they have opened buyer has opened a dispute with their payment provider rather than a not as described case with eBay. It’s only if they open a case through eBay you get a chance to respond to the buyer. I think when the buyer opens a dispute with their payment provider it ends up being an issue between the payment provider and eBay, you only get told the outcome and if you need to refund the buyer.

[sellingmystuff642]

No they sent me a message the other day to which I replied and then said they couldn't contact me. Then I heard nothing else until today when I received the email. I will certainly not be happy if I have to pay a load of exfea charges 😠

[sml192]

An 'Item not as described' payment dispute/chargeback is almost impossible to win.  The dispute is actually against eBay so you can't interact directly with it and the final  decision is made by the buyer's card issuer not eBay.   You are only protected by eBay if a case for the same reason has already been decided in your favour under eBay's Money Back Guarantee.

You do have the opportunity to challenge it but for £4 it really isn't worth it as you would end up having to pay the associated dispute fee aswell as refunding if unsuccessful.  If you agree to the refund then eBay won't pass the dispute fee on to you.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799

[ruby*ryan]

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@sml192 wrote:

An 'Item not as described' payment dispute/chargeback is almost impossible to win.  The dispute is actually against eBay so you can't interact directly with it and the final  decision is made by the buyer's card issuer not eBay.   You are only protected by eBay if a case for the same reason has already been decided in your favour under eBay's Money Back Guarantee.

You do have the opportunity to challenge it but for £4 it really isn't worth it as you would end up having to pay the associated dispute fee aswell as refunding if unsuccessful.  If you agree to the refund then eBay won't pass the dispute fee on to you.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799

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Thanks for that - I wasn't aware that you could avoid the dispute fee. Definitely good to know!