topic Re: managed payments and eBay returns flawed - sellers be warned in Selling

managed payments and eBay returns flawed - sellers be warned

cft207 — Thu, 26 Aug 2021 07:09:47 GMT

Just a heads up for sellers in regard to flaws with eBay current managed payments and returns processing.

First time I have ever experienced this issue after MANY years.

$460 new item sold Sunday 8th August 2021.
Buyer paid same day
Courier despatch con note generated and uploaded to eBay on 8th, with parcel picked up by couriers on 9th.

NSW to NSW delivery , to a more remote coastal area. Sending from lockdown area and to a lockdown area however I note couriers are all still working as usual, with carriers stating covid delays on website, as do Aus. Post.

Buyer opened eBay not received case 21st August.
I left multiple messages with all links to courier tracking number - which showed the progressive scans of item still in transit. According to online tracking the item was never lost or missing.

Item was onboard for delivery 26th August, which is the same day eBay refunded buyer all $460 in total and closed the case !

Speaking with eBay I am told the "system" automatically closed the case, but before that the eBay rep on phone IMMEDIATELY, and without looking , said "PayPal have closed that case in favour of buyer so it is out of our hands"

PayPal had nothing to do with the case as it was all via managed payments. I told them this, they checked and then agreed that was the case.

So then seller/s are off on the time wasting journey of opening appeals, support chats and further phone calls, and then IF successful I'm told a further 48 hours before receiving moneys back....which is right where I am now.

The flawed "system" doesn't seem to verify anything in regard to tracking numbers and/or sellers messages.

Along the way the buyer never replied to approx 5 messages sent.

This NEVER happened when processing via Paypal given they had a more thorough process of confirmation.

eBay wants to manage everything ....labels, payments, refunds etc....BUT THEY CAN'T DO IT PROPERLY.

So, sellers please be diligent, although at this stage I don't know if there's any work around for me.

I am considering if and when moneys sent back to managed payment account it could very well be near 1 month from time I sold the item and sent it, to when the the payment will actually be in my bank account......some "management"

Also a bit rough considering current covid delays that they don't even bother to check their own item sold page tracking numbers before making refunds to like this.

Re: managed payments and eBay returns flawed - sellers be warned

jellybirddesigns — Thu, 26 Aug 2021 10:50:13 GMT

After reading this, something occurred to me - make sure that you haven't been opted in for "Guaranteed Delivery".

When it first came out a while ago, I opted out and everything was fine for ages, but then I recently had a buyer open a case on the day an item was onboard for delivery and I had to wait several days for resolution. I did discover, to my horror, that Ebay had quietly opted me back in to Guaranteed Delivery which had allowed the buyer had opened the case, even though I had sent with tracking and within my handling time!

So, double check that you are opted and out and perhaps extend your handling time by a couple of days.

Re: managed payments and eBay returns flawed - sellers be warned

joz*garage — Thu, 26 Aug 2021 11:31:49 GMT

Where do you opt out of guaranteed delivery? Don't think I spotted that

Re: managed payments and eBay returns flawed - sellers be warned

jellybirddesigns — Thu, 26 Aug 2021 11:51:45 GMT

I think in the settings somewhere. I did it a while ago, so not exactly sure, and Ebay are always moving things around!

Re: managed payments and eBay returns flawed - sellers be warned

jellybirddesigns — Thu, 26 Aug 2021 12:03:08 GMT

I just remembered that I found the setting in my Postage preferences, however it is not there now (for me anyway)

Re: managed payments and eBay returns flawed - sellers be warned

imastawka — Thu, 26 Aug 2021 15:11:37 GMT

Offering eBay Guaranteed Delivery | eBay

Re: managed payments and eBay returns flawed - sellers be warned

cft207 — Thu, 26 Aug 2021 21:35:07 GMT

Thanks.

I hope not as I have never had anything to do with that before.

Already approx 10 mouse clicks in and I can't find where they may have hidden that little gem.
...and that's probably 8 more mouse clicks than what it would take someone monitoring refunds to check tracking numbers.

Re: managed payments and eBay returns flawed - sellers be warned

gutterpunkz05 — Fri, 27 Aug 2021 07:01:54 GMT

The new 3 day automated INR process, is not part of or tied to managed payments, so the result would have been the same if you were still on paypal payments.

It is now an automated system, that after 3 days finds in the buyers favor, unless tracking details have been uploaded AND the shipment shows at least 1 valid tracking event.

Re: managed payments and eBay returns flawed - sellers be warned

cft207 — Fri, 27 Aug 2021 22:01:59 GMT

Hello, thanks for the note.

In my circumstance the correct tracking number was uploaded to ebay day of payment and booking of couriers, even before it was first scanned when picked up, with subsequent scans visible with online tracking throughout journey and delivery. Therefore showing multiple tracking events.

Ironically I see that the very courier firm I sent with has been part of eBays most recent advertising and promotions, with the adverts showing on eBay summary pages at same time I am discussing with them why they don't even check a tracking number before processing a refund.

The INR is related to the new managed payment system as it is that system that transfers, holds or returns the moneys corresponding to the open case. I disagree that similar issues processed the old way with PayPal would be the same as PayPal had more checks and balances allowing for a case to proceed a duration at least long enough to allow delivery.
I am now awaiting return of the payment however managed payments did not stop from withdrawing funds to cover the refund DURING the 48 hours I was told I was having the refunded moneys returned to me.

It is my opinion , and as I see that of others now experiencing similar, that a system that functioned reasonably well for some years has been replaced by one less functional.

If you are indeed defending this new means of processing then please ensure reply or advice is accurate as I did explain tracking number situation in original post, and again, it is in no way the same processing as if done with PayPal prior.

Re: managed payments and eBay returns flawed - sellers be warned

cft207 — Fri, 27 Aug 2021 22:08:46 GMT

This is the information eBay was privy to :

buyer paid 8th August via managed payments ( when issue arose eBay at very first mention tried to wash their hands and say "PayPal processed that so we can't do anything" )

con note generated and uploaded to ebay Sunday 8th August

online tracking :

10 Aug 2021 1:15 pm Your Parcel Has been Picked Up
10 Aug 2021 3:41 pm Your parcel is in transit
18 Aug 2021 12:42 pm Your parcel is in transit
24 Aug 2021 2:59 pm Your parcel has been accepted in sydney Depot
26 Aug 2021 8:21 am Your parcel is on-board for delivery
27 Aug 2021 12:00 am 1 item has been delivered. Note:3589409

Buyer opened INR 21st August , amidst obvious tracking updates.
Buyer receives approximately 5 messages from us explaining courier delays, tracking page links and parcel movement updates.

eBay gave buyer full refund 27th August, same day item delivered.

Re: managed payments and eBay returns flawed - sellers be warned

gutterpunkz05 — Sat, 28 Aug 2021 01:45:27 GMT

Have no idea why your INR was settled in buyers favour. But as stated, it has nothing to do with managed payments.

The INR policy is separate to managed payments and applies to all transactions, even where the seller is not on managed payments.

Just wondering if the buyer actually lodged the INR with paypal, Under managed payments in that scenario ebay would deal with paypal on your behalf, as you are not party to the paypal transaction.

Re: managed payments and eBay returns flawed - sellers be warned

jellybirddesigns — Sat, 28 Aug 2021 04:18:57 GMT

@cft207 - if this doesn't get resolved back in your favour, you can write to the buyer and tell them that now that they have the item, you are requiring that payment be made, failing which you will explore other options, such as small claims court, or debt collection.

Re: managed payments and eBay returns flawed - sellers be warned

snowbunnies2016 — Sat, 28 Aug 2021 14:42:01 GMT

That’s a really good question. As sellers, there is nothing that identifies how a buyer actually paid if you’re with Managed Payments.

Re: managed payments and eBay returns flawed - sellers be warned

snowbunnies2016 — Sat, 28 Aug 2021 14:47:23 GMT

Just came across this which may help if you lodge an appeal. It’s Seller protection regarding delivery delays in NSW and other areas

https://community.ebay.com.au/t5/eBay-Announcements/Updated-Government-restrictions-across-Australia-Latest-seller/ba-p/2424780

Re: managed payments and eBay returns flawed - sellers be warned

voicecoil20 — Mon, 30 Aug 2021 02:02:05 GMT

Thank you.

Re: managed payments and eBay returns flawed - sellers be warned

twyngwyn — Mon, 30 Aug 2021 06:17:51 GMT

I'd be throwing their own policy at them!

Offering eBay Guaranteed Delivery | eBay

(at the top of the page):

To give eBay sellers and carriers more time to safely fulfil and deliver orders, we have temporarily disabled eBay Guaranteed Delivery.

Re: managed payments and eBay returns flawed - sellers be warned

designers*n*more — Mon, 30 Aug 2021 11:44:42 GMT

https://sellercentre.ebay.com.au/seller-protections

contact eBay and tell them you want to appeal this dispute and did EVERYTHING as per their policy for seller protection. Their policy states that you are protected and they will wear the cost of the disputed amount.

* EBay Manages your payments

* Item was sent within your handling time

* Delivery delays were outside of your control

The fact eBay stated PayPal closed the dispute and is out of their hands is total bs. With PayPal disputes there is a 20 day period from when the dispute is raised before any action is taken by PayPal in order to resolve any disputes and as eBay are handling the dispute because of Managed payments it is their problem to fix.

I would use the “Have us call you” option rather than chat (see the link below)

https://sellercentre.ebay.com.au/managed-payments-faqs

Let us know how you go!

Protection for sellers whose payments are managed by eBay

When eBay is managing payments for sellers who have been activated, eBay will provide additional protections in the case of a payment dispute. If there is abusive buying activity present, eBay will protect sellers whose payments are being managed by eBay in the following circumstances:

When a buyer reports that they haven't received their item
When a buyer reports that an item doesn't match the listing description
When a buyer reports that they don't recognise the transaction

If a buyer files a payment dispute and the transaction is eligible for protection, we'll cover the amount of the dispute, and waive the fee.

Re: managed payments and eBay returns flawed - sellers be warned

cft207 — Tue, 31 Aug 2021 21:49:23 GMT

Hello, thanks for the concise information.

I have had the moneys returned to me , but only AFTER multiple chats with support, phone calls and various transfers.

The item sold near same time of other items with similar item values which has made this a real pain to reference given the amounts managed payments drew from the original amount to cover other sales, fees, that they also drew from linked bank account to cover the refund, and then the managed payments to my linked account of similar, but not same, amounts.

Just a complete waste of time, and a deterrent to posting items for sale in fear this could happen again.
Having said that I am now prepared to face very similar issue. On alternate selling account I have a new account hold on near $600 of single payment for item being couriered to remote destination. Hold will be in effect until item delivered. If all the same rules apply then it is very likely I'll be going down the same path given normal delivery time let alone if delays due to current circumstances.

It seems that the most streamlined and efficient process that eBay cares to allocate time to is the initial billing of members.