eBay to Referee Customer Disputes (rotflmao)

www.internetnews.com/bus-news/article.php/3815391

eBay to Referee Customer Disputes
By Michelle Megna
April 15, 2009

eBay today announced it will take a more active role in resolving transaction disputes between buyers and sellers and start directing buyers to eBay directly, rather than sending complaints to PayPal, the company's online payment unit.

The news comes during a time when eBay is currently shifting its marketplace focus from online auctions to more fixed-price sales, in attempt to keep pace with rival Amazon (NASDAQ: AMZN), and recently opened up a new seller system called Large Merchant Services for high-volume catalog sellers.

Policy changes employed last year prompted unprecedented seller boycotts and mainstream media coverage while industry watchers speculated that a significant amount of sellers would leave eBay (NASDAQ: EBAY) for alternative sites.

Starting in mid-June, the auction giant will "in some cases" issue refunds at its own expense to customers claiming they either didn't receive the item they purchased, or got a different item altogether -- even if the seller wasn't at fault.

However, in what may become yet another battle ground between eBay management and its member e-tailers, the policy also states eBay may reimburse buyers and seek compensation from sellers "when appropriate."

eBay will also be transitioning buyer-seller disputes from PayPal to eBay, which is a radical change in the way the company previously operated. Some sellers travel to the annual eBay Live tradeshow each year just to get answers to questions, as the online marketplace company is notorious for being hard to contact with buyer issues.

"The goals of the new process are to keep buyers on eBay by giving them a more familiar eCommerce resolution experience, and to reduce the time buyers and sellers spend resolving issues," wrote Stephanie Tilenius, senior vice president and general manager of eBay North America, in eBay's spring news announcement today.

"Direct communication between buyers and sellers will continue to be strongly encouraged. With the new process, buyers and sellers will also have an option to call eBay. We'll be taking a more active role, and in certain cases when we determine the seller was not at fault we may refund the buyer at our own expense," she added.

The company also will make its merchant tool "Selling Manager" free for all online vendors, and will move online shipping services from PayPal to eBay to make it faster and easier to pay for shipping and print labels.
The new rules

According to the new dispute policy, "Once complete, the new on-eBay resolution process, backed by eBay customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with eBay sellers."

If a buyer has been unsuccessful in working directly with a seller, the buyer can contact eBay via a toll-free number or via Web-form. Customer Support representatives review the case, examining transaction details such as item description, buyer and seller track record, seller location, payment and shipping details.

If the buyer's claim warrants further investigation, eBay will contact the seller. The new system will be rolled out gradually and be in place for all sellers by the holiday selling season, according to eBay.

eBay grouped the announcements into three categories: Easier, more visual shopping, plus buyer incentives to drive more sales; key information including key information to set buyer expectations and help reduce your costs, which includes things like a "Smart FAQ" to address common buyer concerns; and "other updates to make selling on eBay more efficient," which encompassed the new dispute resolution policy.

Many of the other changes have already been announced, previewed or are expansions of existing features on the site, and sellers will be relieved to see no mentions of fee increases after last year's pricing changes.

Still, a vague part of the new dispute policy is likely to come under attack from sellers. Though eBay said in its statement in cases where "both buyer and seller may be right," it will absorb the cost to reimburse the buyer on behalf of merchant, it also states "If five business days elapse without a response or a refund to the buyer, eBay will refund the cost of the item and shipping to the buyer and, when appropriate, seek to recover transaction funds from the seller."

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We report, you decide.

Category:

Nonprofits & Activism

Tags:

• Ebay
• John
• Donahoe
• boycott
• sellers
• buyers
• feedback
• protest

[nobodysbuying]

Buyers will be SUED for negative feedback, and ebay will give the $3 transaction back to the buyer. Meanwhile the buyer's attorney will need a $5000 retainer, which ebay will gladly front, then sue the seller for the buyers' legal retainer!

Believe it Buyers.. (ebay answers their phones too! - er, ah.. wait, what's ebay's number again??) Buyers are encouraged to learn the native languages of the Phillipines, and India for better communication with ebay customer service representitives ?!

[CameoCollections]

Hell It ha taken me longer to get rid of Ebay than it was my Ex-Husband. Why would anyone want to go through the hell I have been through over the past couple years. Trust? Burn me one shame on you, burn me twice, Shame on Me. Ebay had their chance. They can rot in hell for all I care. Hope Donahoe is in the center of the flame on that one, he deserves nothing less.

[Sfvboy1]

I sold an item on eBay that I had in my car and I put no refound back and the buyer didn't like it so now he wants me pay him back I told him I couldn't and he still was able to open a case saying he what he got wasent what I was selling so now paypal send me a massage saying to pay him back before something bigger happends so now fuck eBay and pay pal

[ozgood1x]

BONANZLE

49,350 at this writing.

Divorce Ebay.

You'll be Very Glad you did :o)

nymartsDOTcom

[CameoCollections]

Yep and in return, ebay probably gets their legal fees at a discount so they have to give those attorneys all the work they can handle to make up for their free legal fees. God only knows, they are going to need every dime they can spare once the class action lawsuits against Ebay are final. Maaahhhhhhh.

[CameoCollections]

You are right Joe. I remember getting a call on July 2, 2008 because it was my birthday. Yeahhoooo! I got to give their customer service rep and run for their money. An hour later the employee only had to agree with me and admitted that she has to hear our complaints all day long, but "Management doesn't listen to us." No wonder they call on off hours so they don't have to hear about what a poorly run company they are.

[GensComancheCloud]

Now we all know exactly how this will go, don't we? You'll probably find out about the buyer dispute in an astronomical monthly invoice from Ebay getting it's "compensation from the seller".

[GensComancheCloud]

I think the best hell for Donahoe would be for him to spend eternity as an Ebay seller under all the changes he implemented. The flames would be the least of his troubles.

[crazeenydriver]

yeah I got this email too. I wonder if they are going to follow this up with a phone call like they usually do? They always call b4 I get to work & leave message, so I never do get to talk to them, and oh man they are so very lucky I am not there then, as I would have alot to say. yup!