eBay Evolves Top Rated Policy, No Longer Allows Withholding Shipping On False Not As Described Claims

Speaking of returns, you should make it effortless for customers to access your policy and actually go through with the process. This can be a sticking point for many businesses because returns are a headache. Be sure to include customer reviews as part of your product descriptions as well – both the good and bad. Address any recurring issues mentioned in reviews by updating product descriptions accordingly. But one of the easiest to prevent is item not as described chargebacks. This dispute often arises when businesses overpromise and under-deliver, leaving customers frustrated and seeking remedies.

We’ll talk more about this in a moment, but this is why you should leverage a chargeback company like Disputifier to handle all disputes on your behalf so you can focus on what matters most. If it makes sense, show the product in use to give customers a clear understanding of how it functions and looks in real-life scenarios. Better yet, invest in video assets that offer a more thorough look at how the product works, its benefits, and any setup or installation processes. The worst thing you can do as a business is overpromise and underdeliver.

Step-by-Step Guide to Handling INAD Cases

These claims are monitored closely by eBay, and if https://aliexpressofficial.com/ not handled carefully, they can lead to defects, impact your seller performance level, and reduce your visibility in search results. EBay sellers are struggling with more undisclosed testing this week as “Sell One Like This” button removed from View Item pages for some users. Needless to say I never had a reply and now you can’t even message buyers. ‘Wrong Item Received’ when they actually mean wrong item ordered is the one that depresses me the most, especially when they go on to explain which item they meant to order in the comment section. You put that in the list and the customer will think, “Oh, the reason doesn’t matter, they’re just after data” which will lead to them just putting whatever reason is easiest to click without even thinking about it.

If you and your buyer decide to go through with the transaction, please keep in mind that your buyer will be able to request a return because the item is not as described in the listing. Both valid and invalid Visa Reason Code 13.3 chargebacks can be frustrating and costly to experience. That’s why every merchant should have a dual-layer chargeback management strategy that encompasses both proactive prevention and responsive representment tactics. You should submit the completed representment package to their acquiring bank, who will forward it to the issuer. Depending on acquirer restrictions, though, this timeframe may be even shorter.

• From there, you can start to assess whether or not there is any validity to the claim.
• For all the details of how eBay Money Back Guarantee works – what’s covered, what’s excluded, and what buyers and sellers need to do – please read our full policy.
• We recommend this as a best practice to ensure a good customer experience.

By following proper listing practices and responding promptly to claims, you’ll handle eBay INAD issues more effectively. Document item conditions thoroughly, take clear photos, and write accurate descriptions to prevent disputes. When problems arise, work with buyers professionally to find solutions.

eBay Faces Tough Seller Questions Over Controversial Promoted Listings Ad Attribution Policy Shift

I can confirm that reporting the buyer is what causes the toggle to appear… I agree with other comments regarding buyers choosing the easy/lazy/least incriminating option. I think the return options are also different depending on whether it’s an FBA or an FBM order. Shouldn’t that be the first option since it’s most often the real reason. If pre-arbitration does not result in a favorable outcome, the case may go to arbitration, where the card network makes a final decision. Be aware of the consequences here, as the card network’s ruling is final and can result in exorbitant fees for the losing party.

Step 3: Investigate the Issue

Provide product specifications (e.g. size, weight, color), and include disclaimers like “refurbished” or “used” for goods that aren’t new. Details on the broader reason code system can be found in the Dispute Management Guidelines for Visa Merchants. Today, though, we wanted to look at one reason code — 13.3 — in particular.

Include close-ups of important features and any variations available. We’ve talked about a lot of different types of chargebacks here at Disputifier, from the compliance chargeback to the chargeback for services not rendered, friendly fraud chargebacks, and more. 4 Improve Product Descriptions & Images – Ensure your listing is accurate and matches customer expectations. 2 Analyze Product Listings – Compare product details with customer complaints to pinpoint discrepancies. So I guess the point of my post is that if you get an unjustified INAD claim from a buyer, please report it.

You’re protected through eBay’s international buyer’s protection when shopping globally. If you use eBay global shipping, you’ll have the same INAD coverage as domestic purchases, giving you full shopping freedom. Once the buyer is satisfied and closes the case without involving eBay, no defect is recorded. Even if a return is initiated, as long as it’s resolved without eBay stepping in and deciding against you, your account stays clean. This article will walk you through a step-by-step method to resolve INAD cases professionally and avoid defects, while also equipping you with preventative strategies to reduce the likelihood of such claims.

Even if it doesnt help you out in that specific case, you may be helping others in the future. I My main concern is that if the item gets lost or damaged in transit, I might be held responsible. In the past similar online stores have always provided a label or the courier to collect again . Inspect orders for completeness and accuracy before shipping to ensure nothing is missing or duplicated.

Document the condition of the goods, and package them well to minimize the risk of damage in transit. Alternatively, you can prove documentation showing that you already remedied the situation to the buyer’s satisfaction (e.g. by providing a refund, new product, or store credit). Take multiple high-quality photos in good lighting from different angles. Make sure your photo quality shows true colors and captures any defects or blemishes. Include close-up shots of important features, tags, and brand markings.

Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund. If the seller hasn’t responded or if the buyer and seller can’t reach a resolution, they can ask us to step in and help. They don’t realise that by selecting “Too Small” they’re placing a defect against the product, they think they’re just selecting the reason that it was too small for them.

There were quite a few undisclosed flaws that could not be seen in the listing photos. The bag is certainly not “Like New” and I wouldn’t have purchased it had I been aware of all of the flaws. The purse was smushed into the dust bag and shipped in a box too small for it. Overall, my experience on Mercari as both a buyer and seller has been positive. In exceptional circumstances, we may provide you more time to respond to a case once it’s been escalated. To resolve a dispute with the other party, you have 20 days to exchange messages using your Resolution Center.

Even if the item was exactly as described, you must allow the buyer to return the item for a refund. Compare the customer’s description of the issue with your product listing, order details, and any communication you’ve had with the customer. If they provide photos of the product they received, look to see where the issue is. Hopefully, our advice on how to protect against chargebacks for item not as described will help you avoid the issue going forward. If you don’t suspect it’s a product design flaw giving you issues, it could be a quality control problem.

There’s a fine line between effectively promoting features and benefits and making unrealistic claims about your product. In some cases, it’s a matter of businesses overpromising and underdelivering, which is the result of shoddy marketing practices. In others, it’s unrealistic customer expectations and no fault of the business – but that doesn’t make it any less of a problem for your company. Now I dont know if Ebay actually bans the buyer, or stops them from opening returns in the future, but I was surprised that Ebay took action after reports were made. I recently purchased a used item online (not from eBay but paid through paypal) which was not as described .

This inspection ensures that the item purchased matches the listing description and verifies the item’s authenticity. EBay may hold the return request open for up to 35 business days after the date the return was accepted. If the seller hasn’t responded or hasn’t issued a refund by the refund deadline, or if the buyer and seller can’t reach a resolution, either party can ask us to step in and help. The latest date for the buyer to report that the item hasn’t arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn’t match the listing. I did not deduct any percent of their item price but I did leave the original shipping option at its’ default setting of ‘off’ (as in, don’t refund it).

I’ve notice that a lot of the time when a customer returns an item they say the item is not as described on website. I’ve often been baffled by this as one of my items in particular receieves lots of possitive reviews that it’s ‘Exactlly as described’. While you never want to lose revenue and the cost of your product/service, sometimes, it makes more sense to refund the customer and move on. After that, be sure to keep customers informed throughout the shipping process with regular updates. Provide tracking information and notify them of any delays or issues. The chargeback process is managed by the issuing bank, which investigates the claim and determines its validity based on evidence provided by both the customer and the merchant.

If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.

EBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. The table below sets out which of these applies when determining the latest date to report an issue or request a return. Returns will be treated as not matching the listing if the buyer selected “Doesn’t fit my vehicle” as the return reason. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. Since you will be refunding without a return, the reason for the return doesn’t matter. If you are not experienced in dealing with returns, then you should learn from this.

While you can’t stop 100% of chargebacks, you can take steps to mitigate them – here’s how. Although it is not recommended, a seller has the option to decline a buyer remorse return request. The Post-Order API provides a programmatic way to submit and handle return requests. This is obviously frustrating as a seller with no returns or buyer pays return shipping on, especially if the claim being made is not true. There isn’t really much we can do about the actual return according to ebay (you have to take it, but you dont have to refund until you receive the item back).