Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon Aug 26 2019 20:58:07

Your Chance to Ask eBay about Seller Protection

By: Ina Steiner

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eBay is devoting Wednesday's chat session to the topic of seller protection. It's a topic near and dear to sellers' hearts, especially in the years since eBay removed the ability for sellers to leave negative or neutral feedback for buyers, leaving them more vulnerable to bad buyers.

eBay has made two announcements about changes to its seller-protection policies this year. 

1) "New measures to protect you from buyers who violate eBay policy" - April 30, 2019

2) eBay "Significantly Strengthens Seller Protections" (for Top Rated Sellers) - July 24, 2019

If you have questions, now is your chance to prepare (note that you can't post your questions on the board until the chat begins).

eBay explained: "The Seller Protection team will be here to answer questions submitted between 1-2 pm PT. During the chat hour, eBay staff will answer your questions in real-time. At 2 pm, the thread will close. We'll work through any unanswered questions after 2 pm."

The weekly chat will take place on Wednesday (August 28) at 1 pm PT on the Community Chat section of the eBay discussion boards.

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Readers Comments

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: pace306 This user has validated their user name.

Tue Aug 27 16:20:52 2019

Is Ina providing an update?

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: unsuckEBAY
Web Site

Tue Aug 27 19:01:59 2019

In another post Ina remarked that, ''it's perplexing to us that eBay is limiting the new protections to Top Rated sellers only.''

Taking a look at these 'new' so-called 'enhanced' seller protections, there is *heavy* overlap with protections already afforded to TRS who list TRP listings with 30-day free returns.

Thus, eBay's actual additional 'enhanced' coverage isn't nearly as significant as the comms and marketing teams would like everyone to believe, as sellers have to be TRS in the first place to fully benefit.

The $6 return label credit is a small incremental benefit, but eBay would often credit than anyways as a ''one time gesture'' if the scammed seller made a big enough stink about it. (conveniently, plenty of eBay's published collateral related to the new seller protections fails to mention the $6 return label limit leaving many to incorrectly infer the entire shipping cost will be credited).

Read the ''new'' seller protections info, then look at last spring's 30-day returns seller protection info and it's essentially the same thing (excepting the $6 label credit).

Point being, there is likely a high overlap between the two groups, thus eBay's not really so much going out of their way to offer something new in terms of seller protections that will benefit most sellers.

$0.02

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: industrystones This user has validated their user name.

Tue Aug 27 19:20:14 2019

So, Let me get this right . . .
EBAY IS ONLY PROVIDING STRENGTHENED PROTECTION FOR TOP RATED SELLERS?
Someone really needs to exploit this to a reputable media source and let THEM ask Ebay what that means. Also, let the shareholders know how "Safe" the public will feel as Ebay sellers with this newfound pronounced wisdom . . .  .

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: Snapped This user has validated their user name.

Tue Aug 27 20:55:33 2019

The more interesting thing in this whole ''discussion'' (over a decade overdue for 'action'), is that what eBay is empty gas boasting isn't protection at all.  It's better termed as (allegedly) improved seller metric 'corrections'.

There is no information (because there is no intention to do it) about PREVENTING the kind of fradulent behavior in the first place, and no clue to be shared about how such a buyer might be held accountable.  Those things are what constitute a protection.  Promsing a second squad car will respond to help sanitize the crime scene AFTER the victim is shot is not 'protection'.  

All eBay is doing is having a 'chat' about how they intend to whitewash the fraudulent behavior they have no interest in or concern for preventing.  The hand-picked staff conducting all this Q&A benevolence will be, as usual, wholly unempowered to actually act ('teams' are standing by!), and to ensure clarity and in-depth understanding, they're going to devote a whole hour(!) to all that.  Once.

One more goodie....You think your invoices are convoluted now?  Wait 'till you try to reconcile any of those half-fast ship cost refund 'credits' - should one ever slip through.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: BobNJ This user has validated their user name.

Wed Aug 28 00:27:56 2019

You don't need seller protections if you're not selling anything. Last items listed had 150 views and not one single bid. Years ago collectors would be fighting for each and every item.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: ox-mix This user has validated their user name.

Wed Aug 28 00:54:30 2019

There is (currently) only ONE seller protection - item not received (INR). That is, provided the item(s) was shipped with tracking, which is pretty much anything shipped in a box, packet, or anything other than a regular envelope. But it's just a matter of time before eBay will still withdraw funds from a sellers account and refund a buyer even when the tracking shows that the item was delivered. Believe me, they will eventually find a way to screw sellers even when tracking shows the buyer doesn't have a legit INR claim.  

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: Marie

Wed Aug 28 01:48:27 2019

@jack

They have already released that information.

https://www.ebay.com/help/policies/selling-policie
s/seller-protection-policy?id=4345

@pace
In
the Spring seller update they did released something about Seller Protections at that time.  However it is really quite worthless.  But the one coming out in October has some promise to it but we will have to see how it is applied.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: Marie

Wed Aug 28 01:56:37 2019

@unsuckebay
What you are referring to are the benefits from having a Free Return policy of 30 days or more.  You don't have to be TRS to offer that return policy.  Any seller can offer it, no matter their size.

While I'm confident you are right that there is some overlap in sellers that are TRS and sellers that offer Free Returns.  I mean it is logical to assume that because to get the TRS discount one of the two requirements is Free Returns.  So it is a safe bet there is an overlap.

But with that said when Ebay changed TRS+ to have the requirement of Free Returns, there was a whole lot of TRS members that choose to LET IT GO.  They gave up the discount because they didn't want to do Free returns.

So there are a whole lot of sellers out there that will welcome these new benefits or at least the should.  

And sticking with that point of view, if those protections are working for those with Free Returns why won't it work for all TRS members.  I've not read anything about complaints from sellers with Free Returns not being able to have their seller protections as described in the policy.  Just something to consider.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: hawk This user has validated their user name.

Wed Aug 28 05:54:34 2019

there's been no protection for sellers for years , and won't be anytime soon , until the corruption is somehow stopped. corporate corruption will not stop. it's too big.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: eastwestphoto This user has validated their user name.

Wed Aug 28 07:46:56 2019

Actually ebay C.S. did help me with a case of a Seller filing a ," Unpaid item case, three weeks after i paid on Paypal credit". Ebay system was AI locked up, but PayPal refunded my money. So I see hope after years of Tears.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: pace306 This user has validated their user name.

Wed Aug 28 09:38:12 2019

Marie :)

There were ZERO specifics released in that announcement.

At some point, somewhere, if eBay "agrees" with something then maybe The Norseman will give someone $6 on something something something.

Since we all know theres ZERO seller protection of any kind (INR with tracking isnt seller protection - its only that they cant call USPS liars (though Amazon does) , so when and under what circumstances are sellers "protected"?

When does the scale tip from bad seller to liar buyer ?

What EXACTLY constitutes SNAD and what kind of NEW proof if any can either the seller OR buyer provide to prove their case ? (beyond just making wild claims)

What NEW protections (over whats aready there/not there) are being offered?

What amount of feedbacks/years as a seller/seller rating constitutes "eBays belief in the seller that they are speaking the truth" is needed? (eBay said that they will be taking a sellers history as part of their new protections)

Will sellers that sell NEW items with makers warranties be treated differently then sellers who buy stuff at flea markets/garage sales?

Can established sellers go through a process that "certifies them/verifies them" that they can bypass the stupid returns flow and solve the problem(s) directly?

Its these types of questions that need answers - the rest is all mumbo jumbo - so like everyone else here - Id like to get some REAL answers from the Norseman.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: Shanna This user has validated their user name.

Wed Aug 28 11:18:52 2019

I agree with Pace, we need some real answers, that I doubt we will ever get, on what truly constitutes a SNAD, and when did it change from Significantly not as descibed, to Simply not as described.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: pace306 This user has validated their user name.

Wed Aug 28 11:47:26 2019

Shanna - the answer to that is simple :)

When the Norseman runs out of beer/rum/vodka over at Walkers West - he fires off a memo the THE KING OF ALL SELLER PROTECTION IN THE UNIVERSE aka king Griff the 1rst - and King Griff calls the minions in the dungeons in the Philippines and tells them to insure that every seller looses every case.

"Just tell them its part of business (taking losses) and to shut up and take one for the team". (If the persist on demanding fair treatment, then just hide their listings for a few days and we will see "who needs whom")".

Transparency and honesty are the enemies of the San Jose Mafia.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: CanBrit

Wed Aug 28 12:54:47 2019

@toolguy

There are only two who ban people and it isn't Lithium employees. Alan and Brian. Period. They run the whole "flaming" show.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: Marie

Wed Aug 28 12:57:06 2019

@pace

Well we differ in observations.  I see details in the PDF release at Ebay Open and Ebay has already updated the Seller Protection policy page.  I see details in both.  Exactly what is it that you are expecting to see?

As UnsuckEbay said, much of the upcoming protections are the same as is currently offered to sellers with Free Returns.  Their protections have already proven to work for those sellers, so why when it is extended to TRS members you suddenly expect them to not work seems odd to me.

I'm confident you know what a SNAD is as does most if not all of the people here.  Some are filed appropriately and some are not.

They are taking the seller history into account, which is something sellers have asked for many times over the past years.  Ebay has decided that means the protections will be offered only to TRS members.  That is their interpretation of what we have asked for.  Not that I agree with that, it is just what they are doing at this time.

Maybe you could go to the Weekly Chat and ask your questions.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: pace306 This user has validated their user name.

Wed Aug 28 13:29:21 2019

The "details" are as clear as a rum & coke

https://www.ebay.com/help/policies/selling-policies/seller
-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=seller%20protection&lucenceai=lucenceai#section1

A
buyer falsely claims an item was not as described

"We will subsidize the return shipping label cost up to $6.00 per return for any false claim filed by a buyer that an item was not as described"

Marie - who determines what a false claim is ????? Who determines what "not as described means going forward" (its eBay and theres no real difference between then and "now")

"For transactions to be eligible you must report the buyer" Reporting buyers and/or fakes on eBay does nothing - its like using "tell us what you think" - useless.

"Credits will be applied where we determine the buyer made a false claim"

Ok and so whats NEW? eBay has always had their thumb on the scale and "DETERMINED" (that the seller was wrong) ... NO CHANGE RECORDED - unless I missed something.

"We will also automatically remove negative and neutral feedback, defects, and open cases in service metrics"

If you were in the right (even under old rules) they already did that. No new changes here either.

An item is returned after it was used or damaged by the buyer

Before you ask us to step in and help, you can deduct up to 50% from the refund to recover the lost value of the item

How MAGNANIMOUS that eBay will allow me to get back %50 of the item ..... is that the NEW part?

THESE things are whats needed:

When does the scale tip from bad seller to liar buyer ?

What EXACTLY constitutes SNAD and what kind of NEW proof if any can either the seller OR buyer provide to prove their case ? (beyond just making wild claims)

What NEW protections (over whats aready there/not there) are being offered?

What amount of feedbacks/years as a seller/seller rating constitutes "eBays belief in the seller that they are speaking the truth" is needed? (eBay said that they will be taking a sellers history as part of their new protections)

Will sellers that sell NEW items with makers warranties be treated differently then sellers who buy stuff at flea markets/garage sales?

Can established sellers go through a process that "certifies them/verifies them" that they can bypass the stupid returns flow and solve the problem(s) directly?

Theres so little thats NEW - that its laughable. Sure Ill go along with "any positive change is a good change"... but its too little too late - the NORSEMAN has already left the barn.

Its not "REAL" so it wont help eBay sellers, their reputation or increase sales - all the things we as sellers REALLY need.

As for eBayClosed .... only drunk San Joseans would think to hold a conference in Vega in the heat of July. Same thinking as the "seller protection improvements" listed here.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: Marie

Wed Aug 28 13:43:40 2019

@pace

I'm not sure I can help you.  I'm not as confused by it as you are.  And anything I'd say probably wouldn't work as an explanation for you.  So I won't even try.  It would only end up being an exercise in frustration for me.

Maybe this can answer some questions for you, or create more.  Look at the recap post for this weekly chat.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff
/Community-Chat-July-31-1-00-pm-PT-General-Topics/m-p/30081822#M20141

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: pace306 This user has validated their user name.

Wed Aug 28 16:54:19 2019

"A seller just needs to report concerns of abusive behavior and the appropriate protections will be applied. We will apply these protections for sellers in good standing who meet the requirements outlined previously when a report is filed. "

Sure, uh huh - question is (as said before) its all on eBay to decide - which isnt really new and based on eBays track record of outright lies and fraud ............

"Offer 30 day or longer returns to be protected from item not as described claims on eligible transactions."

So you have to offer 30 day returns (it doesnt say "free returns" but Im sure thats it ..... (besides the assassination Mrs Lincoln, how was the play?) and on ELIGIBLE transactions, Im SURE as the gin in Walkers West is cut %50 that eBay will "do the right thing".

"Provide ship tracking to avoid item not as described claims. When tracking shows on-time item delivery, you are protected"

Its always been that way - not new.

Of course the best was "Why do sellers have to pay to attend eBay Open?" ... lmao! eBay thinks people are stupid!

If these things satisfy you or anyone else - then fine .... but not me - I wasnt born yesterday.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

This user has validated their user name. by: Marie

Wed Aug 28 19:39:49 2019

@pace
The new Seller Protections do NOT require Free Returns.  So while you may be sure it does, that isn't what the policy says nor is it what they said on the chat.

I'm not sure that "satisfy" is the word I would choose to describe the upcoming change.  We have been asking for more protections for a long time and finally we are getting some.  Are the perfect, absolutely not.  Do they need to be improved upon, I think so.  

Many times you have asked for more Seller Protections just like many of us have.  I'm guessing from your reaction that nothing they could have offered you short of - do as you want and we will protection you - would be enough.

As said earlier in these comments.  The comparison to the current protections offered to those that have Free Returns was a good one.  While these upcoming protections are a bit more than that, it is clear that the seller protections are working and helping sellers with Free Returns.  Why you think that they are suddenly not going to work for the rest of the TRS sellers that get covered in October is a bit odd to say the least.

I don't know about your comment on Ebay Open.  I don't pay attention to the OPen.  I've never been to one and I'm not likely to go to one in the future.  But the handout that they gave out at Ebay open on the upcoming seller protections was a good handout and it made its way to some of the Ebay threads which is where I first found it.

Perminate Link for Your Chance to Ask eBay about Seller Protection   Your Chance to Ask eBay about Seller Protection

by: mjr55 This user has validated their user name.

Wed Aug 28 19:54:27 2019

Very little was revealed today on the chat about exactly how the new protections are going to be applied.

The answers made it sound like if a seller reports a false INAD, it is going to be automatically removed, end of story. I mean, come on.....that sounds way too easy. If that's the case, let's see how long that will last because 1) sellers are going to abuse the hell out of that, or 2) wait and see what consequences they come up with to deal with sellers abusing it.

They either aren't being truthful....or more than likely, the Ebay people answering still don't really know how it's going to work.

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