As eBay takes over payment processing from PayPal, sellers have many questions. On Wednesday, a seller who is already enrolled in the program expressed concerns about how well eBay would protect sellers from unwarranted chargebacks.
The seller explained that eBay showed the reason for a chargeback he received from one of his buyers as "ambiguous," and he noticed another seller on the managed payments board also reported receiving a chargeback with "ambiguous" as the reason.
The buyer opened the chargeback using "the transaction was ambiguous" reason, according to the seller who wrote, "Buyer never opened a return request. Buyer never contacted me. eBay sent me a message saying eBay would handle it for me."
However, the chargeback was found in buyer's favor. The seller asked why that was the case and wrote, "Buyer kept my merchandise and got their money back. I lost my merchandise plus cost of shipping and shipping materials. Probably a charge back fee will show up on my monthly invoice. I did everything right but still lost."
"Is "the transaction was ambiguous" a new means for buyers to open charge backs with automatic wins," he/she asked the moderators of the recent weekly chat - "What can sellers do to protect themselves from this? And what exactly does ambiguous mean in this context?"
The moderator responded as follows:
"I can't speak to account specific activity, but I know that chargebacks are handled directly between the payment processor and the funding source/financial institution. Ultimately the decision on whether or not the money will be refunded lies with the financial institution.
"I know that we do everything we can to represent the situation accurately with the financial institution, but I can't speak to specifics of what could have happened with this particular situation. I'd recommend contacting our managed payments team directly by phone so they can review it and get you more insight. Thanks!"
Another seller shared their experience with an eBay chargeback through PayPal: "I had a charge back occur in PayPal and they fought for me and we won. I'm not hearing or reading where eBay-Adyen are doing the same thing ... should we be concerned? I think so ..."
Another seller wondered, "Why did this seller lose their product and their money with no protection whatsoever and no say in the matter?"
The moderator pointed to a page on eBay.com
that described detailed information about managed payments disputes including what protections eBay offers.
In a section titled, "Seller protection and dispute fees," eBay reveals the fee it collects from sellers who fight and lose a chargeback dispute: $20.
"If a buyer files a payment dispute, and you're found to be responsible for the disputed amount, you'll be charged a $20 dispute fee by eBay. If you accept the payment dispute, and issue a refund, eBay will waive the dispute fee, and you'll be responsible for the refund amount issued to your buyer. "
We're expecting the number of questions to increase as eBay rolls out more widely. In fact, a reader forwarded
a letter they received from eBay in which it stated, "All eBay sellers will progressively be required to transition to managed payments in the coming months."