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Buyers and Sellers Guide to Successful Dispute Resolutions/Claims
This guide is for everyone that is less knowledgable about the process of resolving disputes and/or claims. As many of us already know, the dispute process can sometimes be a hassle. Buyers need to have a general understanding of the process, and what happens to sellers when ever disputes/claims are filed.
Buyers should always:
When a dispute is filed:
- Confirm the listed handling time of the item. Different sellers have different handling times, some sellers ship the next-day after payment is confirmed, some sellers advertise 2 or 3 days handling time before your package ships.
- Compare shipping services. Confirm what method of shipping your seller is using, and compare with the advertised delivery times of the shipping company. Priority Mail by USPS has a 2-3 delivery time, while other methods have quicker, and some have longer delivery times.
- Make sure your shipping address is CONFIRMED! Many sellers CANT ship to unconfirmed addresses. It's not that they don't want to, but certain policies prevent sellers from doing so as it voids certain protection plans and is generally not a safe thing to do, on the sellers behalf. If your paying with a credit card, make sure your shipping address is the same as your billing address for the credit card. Exactly the same. A discrepency could delay shipment of your item.
- Attempt e-mail contact with the seller. And allow a reasonable amount of time for the seller to respond. You must keep in mind, every seller is different, there may be times where sellers only sign into their account a few times a week. This means that your email might not be answered for a day or two. Be patient and allow the seller to respond. He/she may have many other emails to respond to also. Check the listing for alternate contact addresses and possible business telephone numbers.
- Don't be mean! Always keep in mind, that eBay and PayPal has employed good methods of protection for both sellers and buyers. If a transaction is really going downhill, you are protected.
- "Electronic Shipping Info Received" This status message is widely missunderstood. There are 2 things you should know about this status message from USPS Tracking. First, this message does not necessarily mean that your package has been shipped. It is, however, proof that a shipping label and postage has been purchased. Second, this message does not necessarily mean that your package has NOT been shipped. If a seller uses Carrier Pickup, or purchases and prints postage online, then your package won't be scanned into the USPS system until DELIVERY! A shipment will not have an "Acceptance" scan if the postage is not purchased at the post office. So if you see "Electronic Shipping Info Received", dont get discouraged, the package can very well be with out for delivery!
- Try to be prompt and courteous. Alot of buyers already have doubts and suspicions, from previous bad transactions and all the hype about being ripped off on the internet. A prompt and courteous response to a buyers message is key to building their confidence. And if you gain their confidence, you have more of a chance of gaining a faithful customer. On the other hand, if you delay, or possibly put off answering a question, this raises more suspicion and worry.
- Never ship anything without a Delivery Confirmation/Tracking number! This is essential, if the buyer files a dispute or claim, you will be required to submit the tracking number associated with the buyers shipment.
- Order FREE USPS shipping supplies. Make sure all your items are shipped in professional, approved packaging and properly secured. Make sure the shipping label is completey attached, a package can go through quite a bit and you really dont want that label to fall off, not only will your customer never receive their package, but you never get it back either.
- Keep the label receipt. I scan a copy of all shipping label receipts, which have the tracking number, shipping date, ship-to address and other important information. I save my copies in PDF format, and keep them handy, incase you need to email a copy to the buyer.
- Respond with all required information immediately. Follow up consistently and always keep the buyer informed on what your doing to resolve their issue.
- Inform your buyer that your goal is customer satisfaction. If it is taking longer than expected to get an item to a customer, offer them a partial or full refund on the costs of shipping. It might be a little bit of a loss, but the way I see it, a satisfied customer is worth it, because they might come back again.
What happens during a dispute/claim:
- All funds associated with the transaction is placed on 'hold'. That means it is deducted from the sellers account. This process is FEE based. PayPal will charge a certain percentage of the total amount as a transfer fee.
- In some occassions, PayPal may limit the sellers account. This can have adverse affects on sellers, such as not having the ability to accept payments from buyers, and not even being able to purchase shipping labels to send items using their PayPal account. This can be a hassle for legitimate sellers, as it delays other customers shipments and purchases.
- PayPal requests that you communicate with each other when a dispute is opened, many disputes can be resolved before advancing to the claim status. If you dont want to communicate, you do have the option to raise the status from a dispute to a claim.
- The difference between a dispute and a claim. A dispute allows the buyer and seller to attempt to resolve the issue. When a dispute is escalated to a claim, a Dispute Resolution Agent from PayPal will be reviewing the case, and the Agent will have the final say-so.
- All funds remain on hold until the dispute is either closed by the buyer, or if it is at claim status, then the hold will not be cleared until an Agent makes a decision.
Please try to keep in mind, that if you follow all proceedures, you are protected. If your a seller or a buyer, PayPal and eBay has your back. If your attempting illegitimate business on eBay, you wont last long. Buyers are protected, and if you plan on trying to rip somone off, it will come back to you. If your an illegitimate buyer, and your trying to use the system designed to protect you, to do dirty business, you also, will not last long.
Closing the dispute
Closing the dispute
If the transaction ends up successful, then promptly close the dispute. Remember, claims can put limitations on sellers accounts, which can negatively affect not only that seller, but potential customers purchasing items from that seller.
Escalating the disputeAfter you have exhuasted all previous means of communicating with the seller, and you believe that your still having unresolvable issues with your seller, escalating the dispute to a claim assigns the case to a PayPal agent. The agent will review the case and make a decision either for or against the seller. At this point, communicating with the seller is not necessary, as all correspondences associated with the claim should be sent to PayPal's specified email address. Please be aware that BOTH the seller and the buyer can initiate this process and escalate the dispute to claim. It can be done at any time.
Make sure you are completely satisfied before closing your dispute!
Once you close the dispute, you will not be able to re-open it, so dont close it in anticipation of something the seller is telling you. Wait until you are completely satisfied with the transaction. If there is some issue after you receive your item, and you already closed the dispute, you will not be able to use the dispute resolution process.
Buying and Selling on eBay is safe, no matter what kind of horror stories you've heard before. eBay/PayPal both have good systems in action to protect both parties throughout the entire transaction, and up to 60 days after a transaction is complete. If you are a victim of a scam, eBay and PayPal will take the required action to resolve the issue in a timely manner, considering the amount of people using eBay and PayPal.
Have some confidence in your seller, dont base your judgements on a few negative feedbacks, buyers commonly read a few bad feedbacks, and then automatically assume that their transaction is going to be like one of the bad ones. Dont be so quick to leave negative feedback. Consider the neutral option as long as the transaction was not a complete disaster.
Have some confidence in your seller, dont base your judgements on a few negative feedbacks, buyers commonly read a few bad feedbacks, and then automatically assume that their transaction is going to be like one of the bad ones. Dont be so quick to leave negative feedback. Consider the neutral option as long as the transaction was not a complete disaster.
The purpose of this guide is to familiarize yourself with a few of the ways problems are resolved. A better understanding of the process can make it alot less frustrating. And just as in any normal relationship, communication is the key. Even if there is something going wrong, let them know about it, and let them know what your doing to resolve it. If anything, it will prove your desire to satisfy the customer.
This is not, in any way a detailed guide on policy and proceedure. This is simply a reference and an opinionated explaination on how to best respond to, and resolve disputes/claims. Please use my information only to familiarize yourself with the process, because if you have a basic understanding of it, then you will be able to use it to make eBay an even safer place to shop & sell.
Please vote for this guide if you find it to be informational, and useful in any way. Your helpful vote is greatly appreciated.
James,
ProWeb Computer Services
This is not, in any way a detailed guide on policy and proceedure. This is simply a reference and an opinionated explaination on how to best respond to, and resolve disputes/claims. Please use my information only to familiarize yourself with the process, because if you have a basic understanding of it, then you will be able to use it to make eBay an even safer place to shop & sell.
Please vote for this guide if you find it to be informational, and useful in any way. Your helpful vote is greatly appreciated.
James,
ProWeb Computer Services
Guide created: 06/17/06 (updated 11/15/09)
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