|Thu Nov 12 2009 22:52:28|
eBay's Payment Reminders to Buyers Upsetting Sellers
By: Ina Steiner
Update 11/18/09: eBay UK announced it is stopping the post-transaction emails (Payment Reminder, Order confirmation, and Order Update): "Since launching the new emails we have received feedback from customers that there have been issues with their rollout. As a result, the new emails and the ability to customise and view them through Selling Manager and Selling Manager Pro will be removed.today and the programme will be reviewed." It will be interesting to see whether eBay.com follows.
Sellers are upset about changes eBay has made around emailing buyers on their behalf with payment reminders and automatic UPI claims.
1) eBay is sending automatic payment reminders to buyers if they haven't paid in 48 hours. Sellers may not opt-out of this, even when they've given buyers permission to take their time in paying. Sellers are also upset at the wording of these emails.
2) eBay has been rolling out its new automatic UPI process with the "Unpaid Item Assistant." This is supposedly an opt-in program in which sellers can have eBay automatically file UPIs if buyers have not paid; sellers set the number of days that the claims should be filed.
What is the Unpaid Item Assistant and how does it work?
The Unpaid Item Assistant automates some features of the unpaid item process - making it more efficient for you and reducing the average time to resolve the dispute.
When enabled, the Unpaid Item Assistant will automatically open a case if your buyer doesn't pay after a specified period of time. You can choose to set that time as 4, 8, 16, 24 or 32 days after the listing closes. If four days pass without payment after the case is opened, an unpaid item will be recorded on the buyer's account, the case will be closed and your Final Value Fee will be automatically refunded. At that time, the buyer won't be permitted to leave Feedback for that item.
You can read eBay's full explanation of the changes in its July announcement.
There's a lot of confusion and angst among sellers. Let us know what you're experiencing. Some people do think it's a good thing for eBay to reset buyers expectations about what is a reasonable amount of time to pay their sellers. Here are some discussions around this issue.
eBay Radio thread
eBay Seller Central thread ("Seller being a jerk or Ebay?")