Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Wed July 24 2019 14:23:51

eBay Launches New Protections for Top Rated Sellers

By: Ina Steiner

Sponsored Link

eBay announced new seller protections on Wednesday. eBay explained in a nutshell:

"For top-rated sellers located in the U.S. and who offer 30-day returns, eBay is introducing two new financial protections. First, eBay will issue a seller invoice credit to cover return label cost if a buyer makes a false "item not as described" claim. 

"Second, eBay will now allow these sellers to issue partial refunds for all items that are returned damaged. These protections will be live in the U.S. on October 1, 2019.

"The Company is also making it easier for all sellers to report buyers who violate eBay policies and has created a simple, clear set of consequences if something does go wrong. These protections are rolling out in the U.S. now."

Pay attention to 2 points in eBay's new Seller Protections

- eBay will credit return labels only up to $6.

- You must be a Top Rated Seller.

What do you have to do to become a Top Rated Seller? eBay explains it on this page:

To become a Top Rated Seller, meet the following guidelines:

- An eBay account that's been active for at least 90 days.

- 100 or more transactions and $1,000 in sales during the last 12 months with US buyers.

- A defect rate less than or equal to 0.5%, with three or fewer defects from unique buyers.

- Cases closed without seller resolution less than or equal to 0.3%, and two or fewer cases.

- A late shipment rate less than or equal to 3%, and five or fewer late shipments.

- Tracking uploaded within your stated handling time, and carrier validation for 95% of transactions to US buyers.

- Once you meet these requirements, we automatically upgrade you to the Top Rated Seller status at your next evaluation.

Assuming that's you, here are the FAQs about the new Seller Protections that roll out in October:

How does eBay protect me as a seller?
We're here for you when things don't go as planned and we will protect you from:

Abusive buying activity:

- A buyer falsely claims an item was not as described or wasn't received

- A buyer returns an item after it was opened, used, damaged or missing parts

- A buyer retracted their bid or didn't pay

- A buyer changed their order, requested a discount or something extra

- A buyer asked to take the sale off eBay

- A buyer sent threatening or abusive messaging

Events outside your control where:

- You receive a late shipment for an item that arrived late, but tracking shows that you shipped it on time 

- You receive a late shipment due to severe weather or a carrier disruption

- The buyer files an item not received claim and tracking shows on-time delivery

What are the new protections for Top Rated Sellers?
Beginning October 1, 2019, we'll be taking your track record into account with new protections for Top Rated Sellers, when a buyer falsely claims an item was not as described or when an item has been returned after it has been used or damaged.

How do I qualify for these new protections?

- Top Rated Sellers who reside in the US are eligible for protections on items that offer 30 day or longer returns and are listed on eBay.com.

- The protections apply whether you ship the item to a buyer in the US or internationally.

I received a false claim - what should I do?

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

- If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a return shipping label subsidy on your invoice. We will also automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

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

I received a return that was used and/or damaged - what should I do?

When you give a refund for an item that has been returned after it has been used or damaged, you can deduct up to 50% from the refund for the lost value of the item. We will take care of any issues with the buyer, including removing any negative and neutral feedback, defects, and open cases in service metrics.

I am not a Top Rated Seller - am I still protected?

- You must be a Top Rated Seller to qualify for these enhanced protections. Visit ebay.com/toprated to learn how to become a Top Rated Seller.

- All sellers are protected from abusive buying activity when they report it to us and we take action on the buyer for violating policy. This includes removing feedback, defects or open claims from service metrics left by the buyer.

- If you are not a Top Rated Seller, you can still qualify for protections on items returned opened, used or damaged when you offer free returns. You can keep up to 50% from the refund to recover the lost value of the item. We will take care of any issues with the buyer, including removing any negative and neutral feedback, defects, and open cases in service metrics.See the full announcement that includes information about new seller tools and eBay's new Managed Delivery fulfillment service here.

You can read the full announcement about eBay seller protection and new tools for sellers in this EcommerceBytes Newsflash article.



Comments (41) | Leave Comment | Permalink

Readers Comments

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: pace306 This user has validated their user name.

Wed Jul 24 15:12:32 2019

"First, eBay will issue a seller invoice credit to cover return label cost if a buyer makes a false "item not as described" claim. "

"Second, eBay will now allow these sellers to issue partial refunds for all items that are returned damaged. "

Unless its the seller making these determinations - they are useless

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: pace306 This user has validated their user name.

Wed Jul 24 15:26:35 2019

Fake News.

Why should it matter what kind of seller you are.


Either eBay believes and trusts their sellers or they dont.

As sellers on eBay we know we DONT trust and Co .. see how it works?

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: RL15 This user has validated their user name.

Wed Jul 24 16:39:16 2019

so, how are the inept csr staff going to se what was shipped and returned?

standard line is we did not see what you shipped or what the buyer returned so, take one for the team.

I see a lot of buyers going to be doing credit card chargebacks. then fleecebay can charge the seller the chargeback fee.

way to go fleecebay, another way to pad the bottom line.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: mjr55 This user has validated their user name.

Wed Jul 24 16:41:04 2019

OK, now maybe we are getting somewhere here.

I like TWO things here.

1-Refund of return shipping if the return is falsely reported as INAD.
2-The BIGGER thing is Ebay saying they will REMOVE open cases from service metrics for false INADs. We have been paying about $1,000 a month in added FVF since they instituted the 4% (now 5%) penalty on being higher than average. Thus, I have given them about $8,000 at this point due to this point.

I would GLADLY offer free returns if I can get the false INAD's descored from service metrics because 90% of them are item as described.

The question remains how easy it will be to actually get these removed once this policy is in place. I am hoping I can just call in (like with feedback or cases) and have it done manually.

Word of advice for all of you. GET PROOF the buyer did not read the listing. Ebay CANNOT act unless you show proof from the buyer that they are at fault/did not read the listing. If a buyer opens a return request and leaves ambiguity whether they read the listing....EMAIL THEM and get them to admit read the listing wrong or get evidence from their reply.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: mjr55 This user has validated their user name.

Wed Jul 24 16:43:43 2019

I do have a clarification question......it says "Provide ship tracking to avoid item not as described claims. When tracking shows on-time item delivery, you are protected."

I guess I am confused here. If tracking shows on-time delivery, why would this protect us or be relevant regarding an INAD claim?

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: pace306 This user has validated their user name.

Wed Jul 24 16:58:02 2019

55 :)

What if you cant get the buyer "to admit" anything???

Of the returns I get - they are %99 false - its buyer remorse thats covered by "it doesnt work right its defective". Yet when it comes back - its perfect (as perfect as it was/is ever going to be) so ..... who gets to be believed if you cant get a buyer to "cooperate".

Yes its great that eBay will "descore" your account if you are found in the right - but being here since 1998, I can tell you that its somewhere between slim & none and slim - just left the building.

Besides - what does 30 days have to do with anything? either eBay "trusts you" or they dont.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: thievesBay This user has validated their user name.

Wed Jul 24 17:40:52 2019

eBay sure keeps banging on this "seller protection" drum aren't they? Odds are nothing will change just like when they proclaimed this the last time. Odds are it will continue to get worse. Everything they do seems like finely orchestrated PROPAGANDA. It keeps coming back to back. Notice all these "great" things eBay are announcing lately? It's all complete garbage. This is eBay continuing to try reeling in more sellers so they can rip them off and use their listings for their own profit. Sales? They could not care less.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: mjr55 This user has validated their user name.

Wed Jul 24 17:48:31 2019

pace....if you can't get them to admit anything, then you are going to be out of luck. I call buyers if I can't get them to reply via email and tell them I've emailed them.

I've also been here that long....we have zero issue getting things removed when we have proof the buyer screwed up (talking about feedback, INR's, etc.).

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

This user has validated their user name. by: toolguy

Wed Jul 24 17:51:50 2019

More GREAT news from eBay!

https://finance.yahoo.com/news/ebay-launch-managed-delive
ry-end-140000173.html

It's
not for me but if you sell new items and have more then a few of them it might be for YOU! (wink wink - lol)

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: Silver Ice King This user has validated their user name.

Wed Jul 24 18:40:51 2019

@Ina,

Not that I believe much of anything that Ebay says, but the opening sentence in this article says TRS Sellers are covered if they offer FREE RETURNS and then further down in the article the wording is changed to TRS Sellers offering 30 day or longer returns.  Can we please get some clarification as to which version of coverage is supposedly being offered?

As i said, I don't really believe a word they say anymore so I dont trust that this is going to be happening, unless Ebay is actually starting to struggle under the loss of sellers due to their new GTC only fixed listings.  Wenig does absolutely nothing for sellers unless he feels he has zero choice in the matter.  Could it be that the Sellers have finally stopped lining Ebays pockets the way he had predicted all year??  Even this protection is not enough to get me back into selling on their site.  I just no longer miss the money nor the headaches of dealing with them.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: quirkyantiques This user has validated their user name.

Wed Jul 24 19:22:49 2019

hahhahahahhaha more smoke and mirrors. "If a buyer files a FALSE IND". Ok so now Ebays going to take the SELLERS word that the buyer is lying? I don't think so-that would be a first. So a seller proves it HOW exactly? And secondly-a $6 credit. Well that's all fine and dandy if you're sending jewelry by first class mail. Minimum small flat rate box Priority mail is more than $6. Enjoy jumping through that "free returns" hoop!

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: ebayout This user has validated their user name.

Wed Jul 24 19:58:33 2019

They should have a banner:
"Our Newest Seller Protection Policy...20 Years in the Making!"

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: mjr55 This user has validated their user name.

Wed Jul 24 20:49:27 2019

@quirky

Again, you need PROOF. You can't have it both ways. Sellers want Ebay to remove stuff based solely on the seller's word......which isn't a rule that anyone anywhere follows.

Get proof. It's called sending a follow-up email.....having the buyer reply, end of story.

As for the $6 credit.....rarely any of our items are over that shipping-wise, so I'll take it. Just because it doesn't work for what you sell doesn't mean it's a bad idea.

This is a lot different than the last couple sellers announcements by Wenig promising seller protection.....because those did NOT actually protect sellers...it was a bunch of general statements about how they are improving their process of removing bad buyers. However, this announcement TELLS YOU that they will remove service metric numbers as well as others.

Now, again, I want to see the process they roll out for this.....but it implies that sellers will be able to get these removed with proof (meaning you will need to talk to someone at Ebay).

Again, I'll pay the $150 free returns will cost me to save the $1,000-$1,200 per month I am paying in penalties (and we have 100% feedback....over 50,000 feedback, TRS status, etc.......so we are hardly bad sellers).

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

This user has validated their user name. by: DZT

Wed Jul 24 23:13:51 2019

I will stick with NO Returns Accepted & fight every return request to the very end.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: pace306 This user has validated their user name.

Wed Jul 24 23:13:59 2019

..... if all this “new” protection is so great, why not offer it TODAY to every seller?

If it’s all so great, why the 30 day returns game ??

If sellers aren’t to be believed “solely on a sellers word”, then what kind of protection is it? Sounds like the mafia to me.

I’ve seen this Sopranos episode, it’s not Satriale's, it’s Walkers West, it’s not Tony it’s Devin and if you don’t kick up to Pauli or Uncle jr then you get wacked. Not by bullets but by negatives.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

This user has validated their user name. by: Map

Wed Jul 24 23:58:48 2019

Do like me and just get a different line of work. So happy to have quit 4.5 years ago. Sounds like selling is much worse now and they have found new lows to steal sellers money.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: gutspiller This user has validated their user name.

Thu Jul 25 14:10:24 2019

Ebay should just show all items 24/7 and stop interfering with every part of your business.

I quite Ebay 5 years ago to focus on my own site. I now do 3X the business I used to do on Ebay on my best days.

If I'd return to Ebay (which will never happen in this lifetime) I'd hardly have any sales. Maybe Ebay is still doing +- fine in the States/UK (although their last numbers weren't great). On the smaller European Ebay sites (where I used to sell) Ebay is dead and burried. Hardly anything sells with in my former category a 0.20% sell through rate.

I'd be amazed if Ebay is still doing 10% of the business they were doing 5 years ago.

From a buyers account with almost 10,000 feedbacks I haven't boughy anything the last year. They no longer wanted me as a seller so I also stopped buying the moment I quit Ebay.

And even if I wanted I could no longer buy what I used to buy. The offer just is no longer on Ebay. A lot of people moved to the many facebook groups and I can't blame them. Now only buy on Ebay if I really can't find it anywhere else.

If I'd treat my customers the way Ebay treats their sellers I'd been ouf of business a couple of years ago.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

This user has validated their user name. by: toolguy

Thu Jul 25 15:33:23 2019

@gutspiller

"And even if I wanted I could no longer buy what I used to buy. The offer just is no longer on Ebay."

So you say you can't find it on eBay! Yet you say 2 sentences later

"Now only buy on Ebay if I really can't find it anywhere else."

So it IS on eBay but you would PREFER to buy it elsewhere. . .

A perfect example of "double talk"

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: maxmad This user has validated their user name.

Thu Jul 25 16:14:06 2019

I don't think the ebay spaghetti will stick to the wall, but I guess they have to try anything to get more sellers to stay, and pay more, for nothing

too little, way too late for ebay, they are becoming more obsolete every day.

Perminate Link for eBay Launches New Protections for Top Rated Sellers   eBay Launches New Protections for Top Rated Sellers

by: mjr55 This user has validated their user name.

Thu Jul 25 18:03:09 2019

Ina, is there an actual Ebay page link to this new policy? I can’t find it. Thanks.

Click to view more comments
1 2 3  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.