What is the new Item Not Received or Significantly Not as Described process and how will it work?
The Item Not Received or Significantly Not as Described process (which will be referred to as the Item Not Received process) will be a new way to help buyers and sellers communicate with each other and resolve disputes when a buyer experiences a problem. This new process is scheduled to launch in early 2005. The Item Not Received process will take the mystery out of what to do when a buyer:
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does not receive an item, or
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receives an item that is significantly different from what was described in the listing.
The Item Not Received process will consist of three stages:
In the first stage, the buyer opens a dispute after not receiving an item or receiving an item that is significantly different from what was described in the listing.
In the second stage, the buyer and seller communicate directly to resolve the problem. Most problems can be resolved through this direct buyer and seller communication.
If the buyer and seller cannot reach agreement or resolve the situation, the buyer can escalate the dispute by filing a claim through the eBay Standard Purchase Protection Program .
How will the new process benefit me?
The process will offer several benefits to you, whether you're the buyer or the seller:
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Enhanced Buyer-Seller Communication -- Buyers will be able to initiate a dialogue with sellers from within My eBay. This system is designed to help both the buyer and the seller achieve a positive outcome. At each stage of the process, eBay will provide guidance to both the buyer and the seller, through educational tips and next steps that may help them resolve the problem.
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Consolidated Dispute Console in My eBay -- Buyers and sellers will be able to track and respond to any Item Not Received or Unpaid Item dispute from one location in My eBay.
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Improved Member Education -- New buyers are often unfamiliar with what to expect on eBay. The new process will emphasize education for new buyers at each stage of the process. It will also require that buyers wait at least ten days to initiate a dispute. This will give the buyer time to learn about standard delivery times and other processes related to purchasing items on eBay. In addition, both buyers and sellers will receive helpful tips to improve chances for resolution.
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Better Integration with PayPal -- The Item Not Received process will make it easier for buyers who paid with PayPal to initiate a claim if they’re unable to resolve the problem with the seller. At this stage, the process will take buyers directly to the PayPal Web site, where they can initiate a claim under
PayPal Buyer Protection . PayPal will determine if the claim is eligible for coverage and will pay the claim directly based on their criteria or the
eBay Standard Purchase Protection Program .
I've always used email in the past when I had a problem. Why do we need the Item Not Received process?
The Item Not Received process will use the Dispute Console in My eBay. It will provide a centralized place for both buyers and sellers to easily track the status of their Item Not Received disputes. The Item Not Received process is designed to facilitate positive outcomes. It will prompt buyers and sellers to engage in fruitful dialogue and will provide helpful tips at each stage of the dispute process.
What is "Significantly Not as Described"?
An item is "significantly not as described" if the item varies greatly from what was described in the item listing. This does not include cases where the buyer is disappointed with the item and/or it did not meet the buyer’s expectations. The condition of the item must affect its value or usability to fall under the "significantly not as described" category. If the buyer and seller cannot resolve the issue on their own, eBay will ultimately determine whether the item is "significantly not as described."
Please note: eBay has had a buyer protection program since 1999, and it has always covered misrepresented or not-as-described items. The Item Not Received process does not make any changes to how eBay judges whether an item is evaluated to be Significantly Not as Described for the eBay Standard Purchase Protection Program.
What is the eBay Standard Purchase Protection Program?
The eBay Standard Purchase Protection Program provides buyers coverage of up to $200.00 (less $25.00 to cover processing costs) in cases of non-shipment or significant misrepresentation. Learn more about eligibility requirements .
What will happen to the Fraud Alert process?
The Fraud Alert process will be replaced by the new Item Not Received process.
Will buyers be able to file an eBay Standard Purchase Protection Program claim without initiating the Item Not Received process?
No. In order to file an eBay Standard Purchase Protection Program claim, a buyer must initiate and complete the Item Not Received process. Our experience has shown that, in most cases, buyers and sellers can resolve transaction problems through direct communication, facilitated by the Item Not Received process. If communication fails, then the buyer may file an eBay Standard Purchase Protection Program claim.
As a seller, how will I know if a dispute is filed against me?
If a dispute has been filed against you, you will receive an email notification from eBay. In addition, an open dispute will be displayed in the Dispute Console when you sign in to My eBay.
What if my buyer doesn't pay until the ninth day? Can they start the Item Not Received process the very next day?
Yes. A buyer may elect to initiate an Item Not Received dispute anytime between 10-60 days after the listing closes. Buyers will be advised that they should take certain steps before initiating the Item Not Received process. For example, buyers will be instructed to: (1) ensure that enough time has elapsed, based on the payment and shipping methods to which both the buyer and the seller have agreed, (2) carefully re-read the terms of the original listing, and (3) contact the seller directly via email or phone with concerns. A buyer starting the process early would receive a message similar to the one shown below:
“The best way to solve transaction problems on eBay is direct and open communication between buyers and sellers. There are some instances, however, where a transaction may actually take longer than usual. If you paid for this item within the past few days using personal check, postal money order, or other slow payment methods, it's possible that seller hasn't had sufficient time to receive and clear payment, pack and ship the item, and address your questions and concerns.”
What happens if I have an international buyer? Can they still file a claim within 30 days?
Yes, an international buyer can file a claim within 30 days. However, the buyer can only file the claim after completing the Item Not Received process. During the process, the buyer will be reminded to give international transactions more time to complete due to shipping and payment considerations. For example, one of the messages a buyer who participated in an international transaction will receive during the dispute process is shown below:
"International bank transfers can take up to 14 days to complete. Shipping can also be a cause of delay, especially in cases of cross border trade. Please make sure to ask the seller for an estimate of the shipping time."
Must use Buy It Now and PayPal.
