Is the new "Temporary" Seller protection being applied to item not received cases??

[semi-conductors]

Hi all,

I was very happy to read of the new "Temporary" Seller Protection Policy ebay.com.au announced, that came into effect of 1st October 2020. The full policy is this:

New Tracking Changes Will Come Into Effect Soon

by au_news_team  2 weeks ago - last edited 2 weeks ago

This year, COVID-19 has changed the way both sellers and carriers fulfil and deliver eBay orders, so it’s never been more important to ensure your orders are tracked.

As announced in the recent Spring Seller Update, the below changes will apply from October 1 until at least January 2021. These temporary changes are applicable to all transactions on ebay.com.au: 

• Sellers who use a postage tracked service AND upload valid tracking
  • For items valued up to $15,  we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:
  • Was sent using an eBay-integrated carrier
  • Has at least one valid tracking event (i.e. an acceptance scan) 
  • For items valued over $15, you should still respond to the request and ensure that the tracking number for the order is correct. However, if we're asked to step in and help, we’ll automatically resolve the claim. If we determine the buyer should receive a refund, we'll absorb the cost and you won’t receive a defect, provided that the order:
    • Was sent using an eBay-integrated carrier
    • Has at least one valid tracking event (e.g. an acceptance scan)
    • Was sent within your stated handling time 
• Sellers who use an untracked postage service or do not upload valid tracking 
  • If a buyer opens an ‘Item not received’ request, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.

We’ve also updated our list of eBay-integrated carriers. Hong Kong Post, UBI and La Poste are no longer available for overseas sellers sending items to Australia. USPS is also no longer available for Australian-based sellers sending an item overseas. 

I have had an Item not received case opened on 1st October, for an item of approx AU$43. As the item was posted by Australia Post (an ebay integrated carrier) with tracking, has 2 Australia Post activity events/scans - although not yet delivered (policy says 1 required), and was sent next day after payment  was made (within my stated handling time)  I was confident that for once ebay would actually protect me from this problem with delayed postage that is clearly out of my control.  I waited for this "new policy" to sort out the case (as I would under normal circumstances refund the buyer myself), after a few days I asked the buyer to click on the "Ask ebay to step in"  button, which they did after waiting the 7 days. (I was doing EVERYTHING the new policy asks).

Within minutes ebay resolved the case, refunded the buyer from my paypal, and gave me a defect for an unresolved transaction.

Needless to say I was taken aback,and very annoyed. the next 1 hour and 22minuites were spent on a chat where the customer service person confirmed the new policy was in force, but apart from that they could not help me.....they bounced me from person to person for well over an hour. Eventaully I asked to have contact with a manager or supervisor, which they tried to not do...eventually they said nobody was available, but the supervisor would send me an email within 48 hours....Guess what? No email. (I would really like to complain abouth this service from the chat people, but first thing is first).

I am writing here in the hope others may have had this issue, and can offer some help or advise, or let me know a way to contact ebay Australia to try and sort this out.

Thanks

[semi-conductors]

This year, COVID-19 has changed the way both sellers and carriers fulfil and deliver eBay orders, so it’s never been more important to ensure your orders are tracked.

As announced in the recent Spring Seller Update, the below changes will apply from October 1 until at least January 2021. These temporary changes are applicable to all transactions on ebay.com.au: 

• Sellers who use a postage tracked service AND upload valid tracking
  • For items valued up to $15,  we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:
  • Was sent using an eBay-integrated carrier
  • Has at least one valid tracking event (i.e. an acceptance scan) 
  • For items valued over $15, you should still respond to the request and ensure that the tracking number for the order is correct. However, if we're asked to step in and help, we’ll automatically resolve the claim. If we determine the buyer should receive a refund, we'll absorb the cost and you won’t receive a defect, provided that the order:
    • Was sent using an eBay-integrated carrier
    • Has at least one valid tracking event (e.g. an acceptance scan)
    • Was sent within your stated handling time 
• Sellers who use an untracked postage service or do not upload valid tracking 
  • If a buyer opens an ‘Item not received’ request, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.

We’ve also updated our list of eBay-integrated carriers. Hong Kong Post, UBI and La Poste are no longer available for overseas sellers sending items to Australia. USPS is also no longer available for Australian-based sellers sending an item overseas. 

I have had an Item not received case opened on 1st October, for an item of approx AU$43. As the item was posted by Australia Post (an ebay integrated carrier) with tracking, has 2 Australia Post activity events/scans - although not yet delivered (policy says 1 required), and was sent next day after payment  was made (within my stated handling time)  I was confident that for once ebay would actually protect me from this problem with delayed postage that is clearly out of my control.  I waited for this "new policy" to sort out the case (as I would under normal circumstances refund the buyer myself), after a few days I asked the buyer to click on the "Ask ebay to step in"  button, which they did after waiting the 7 days. (I was doing EVERYTHING the new policy asks).

Within minutes ebay resolved the case, refunded the buyer from my paypal, and gave me a defect for an unresolved transaction.

Needless to say I was taken aback,and very annoyed. the next 1 hour and 22minuites were spent on a chat where the customer service person confirmed the new policy was in force, but apart from that they could not help me.....they bounced me from person to person for well over an hour. Eventaully I asked to have contact with a manager or supervisor, which they tried to not do...eventually they said nobody was available, but the supervisor would send me an email within 48 hours....Guess what? No email. (I would really like to complain abouth this service from the chat people, but first thing is first).

I am writing here in the hope others may have had this issue, and can offer some help or advise, or let me know a way to contact ebay Australia to try and sort this out.

Thanks

[joztamps]

Iy occurs to me that the policy may apply to transactions starting on or after 1st October, not (as yours must have been) to transactions taking place before that date but only resulting in a dispute arising on or after 1st October.

[silver-fox-bullion]

---

@semi-conductors wrote:

Hi all,

I was very happy to read of the new "Temporary" Seller Protection Policy ebay.com.au announced, that came into effect of 1st October 2020. The full policy is this:

New Tracking Changes Will Come Into Effect Soon

by au_news_team  2 weeks ago - last edited 2 weeks ago

This year, COVID-19 has changed the way both sellers and carriers fulfil and deliver eBay orders, so it’s never been more important to ensure your orders are tracked.

As announced in the recent Spring Seller Update, the below changes will apply from October 1 until at least January 2021. These temporary changes are applicable to all transactions on ebay.com.au: 

• Sellers who use a postage tracked service AND upload valid tracking
  • For items valued up to $15,  we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:
  • Was sent using an eBay-integrated carrier
  • Has at least one valid tracking event (i.e. an acceptance scan) 
  • For items valued over $15, you should still respond to the request and ensure that the tracking number for the order is correct. However, if we're asked to step in and help, we’ll automatically resolve the claim. If we determine the buyer should receive a refund, we'll absorb the cost and you won’t receive a defect, provided that the order:
    • Was sent using an eBay-integrated carrier
    • Has at least one valid tracking event (e.g. an acceptance scan)
    • Was sent within your stated handling time 
• Sellers who use an untracked postage service or do not upload valid tracking 
  • If a buyer opens an ‘Item not received’ request, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.

We’ve also updated our list of eBay-integrated carriers. Hong Kong Post, UBI and La Poste are no longer available for overseas sellers sending items to Australia. USPS is also no longer available for Australian-based sellers sending an item overseas. 

I have had an Item not received case opened on 1st October, for an item of approx AU$43. As the item was posted by Australia Post (an ebay integrated carrier) with tracking, has 2 Australia Post activity events/scans - although not yet delivered (policy says 1 required), and was sent next day after payment  was made (within my stated handling time)  I was confident that for once ebay would actually protect me from this problem with delayed postage that is clearly out of my control.  I waited for this "new policy" to sort out the case (as I would under normal circumstances refund the buyer myself), after a few days I asked the buyer to click on the "Ask ebay to step in"  button, which they did after waiting the 7 days. (I was doing EVERYTHING the new policy asks).

Within minutes ebay resolved the case, refunded the buyer from my paypal, and gave me a defect for an unresolved transaction.

Needless to say I was taken aback,and very annoyed. the next 1 hour and 22minuites were spent on a chat where the customer service person confirmed the new policy was in force, but apart from that they could not help me.....they bounced me from person to person for well over an hour. Eventaully I asked to have contact with a manager or supervisor, which they tried to not do...eventually they said nobody was available, but the supervisor would send me an email within 48 hours....Guess what? No email. (I would really like to complain abouth this service from the chat people, but first thing is first).

I am writing here in the hope others may have had this issue, and can offer some help or advise, or let me know a way to contact ebay Australia to try and sort this out.

Thanks

---

IF you get no where with ebay logde a pay pal case.   As you will be covered with them under their seller protection all you have to do it prove the item was sent and they will cover the item refund etc in this case return the funds to you that ebay took....    What ebay are trying to do is match the pay pal cover that there for sellers BUT WATCH this SPACE I reackon it to get a few more to jump to their Managed payments then come JAN that cover is going to be dropped etc.... 

[silver-fox-bullion]

This year, COVID-19 has changed the way both sellers and carriers fulfil and deliver eBay orders, so it’s never been more important to ensure your orders are tracked.

As announced in the recent Spring Seller Update, the below changes will apply from October 1 until at least January 2021. These temporary changes are applicable to all transactions on ebay.com.au: 

• Sellers who use a postage tracked service AND upload valid tracking
  • For items valued up to $15,  we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:
  • Was sent using an eBay-integrated carrier
  • Has at least one valid tracking event (i.e. an acceptance scan) 
  • For items valued over $15, you should still respond to the request and ensure that the tracking number for the order is correct. However, if we're asked to step in and help, we’ll automatically resolve the claim. If we determine the buyer should receive a refund, we'll absorb the cost and you won’t receive a defect, provided that the order:
    • Was sent using an eBay-integrated carrier
    • Has at least one valid tracking event (e.g. an acceptance scan)
    • Was sent within your stated handling time 
• Sellers who use an untracked postage service or do not upload valid tracking 
  • If a buyer opens an ‘Item not received’ request, we will resolve the request and refund them after 3 business days, unless the request is closed. We will do this without requiring the buyer to ask eBay to step in and help.

We’ve also updated our list of eBay-integrated carriers. Hong Kong Post, UBI and La Poste are no longer available for overseas sellers sending items to Australia. USPS is also no longer available for Australian-based sellers sending an item overseas. 

I have had an Item not received case opened on 1st October, for an item of approx AU$43. As the item was posted by Australia Post (an ebay integrated carrier) with tracking, has 2 Australia Post activity events/scans - although not yet delivered (policy says 1 required), and was sent next day after payment  was made (within my stated handling time)  I was confident that for once ebay would actually protect me from this problem with delayed postage that is clearly out of my control.  I waited for this "new policy" to sort out the case (as I would under normal circumstances refund the buyer myself), after a few days I asked the buyer to click on the "Ask ebay to step in"  button, which they did after waiting the 7 days. (I was doing EVERYTHING the new policy asks).

Within minutes ebay resolved the case, refunded the buyer from my paypal, and gave me a defect for an unresolved transaction.

Needless to say I was taken aback,and very annoyed. the next 1 hour and 22minuites were spent on a chat where the customer service person confirmed the new policy was in force, but apart from that they could not help me.....they bounced me from person to person for well over an hour. Eventaully I asked to have contact with a manager or supervisor, which they tried to not do...eventually they said nobody was available, but the supervisor would send me an email within 48 hours....Guess what? No email. (I would really like to complain abouth this service from the chat people, but first thing is first).

I am writing here in the hope others may have had this issue, and can offer some help or advise, or let me know a way to contact ebay Australia to try and sort this out.

Thanks

[semi-conductors]

Thanks for your thoughts on the policy. The policy clearly, and concisely states "the below changes will apply from October 1 until at least January 2021. These temporary changes are applicable to all transactions on ebay.com.au"

It does not say "transactions made after 1st October"

That is why I am trying to get this sorted.

Thanks again, I really appreciate you taking the time to help.

[semi-conductors]

Thanks. I had not considered going to paypal. I want to have the defect removed.....that annoys me more than the refund. It will certainly be a different system once we are moved to managed payments....I do not think anyone is happy with the move.

[yarmak]

Sellers who use a postage tracked service AND upload valid tracking

• For items valued up to $15,  we’ll automatically resolve the request on your behalf and refund the buyer. We’ll absorb the cost of the refund and you won’t receive a defect, provided that the order:

**bleep**

Dave

[yarmak]

I just lost a case and I had a reciept that was trackable

Item is somewhere in limbo land

Dave

[semi-conductors]

I know how you feel Dave. I do not understand what is going on. Why are our cases being excluded from these new protections???

Why can't we get any answers from ebay customer service so we can understand what is going on??

The policy is very specific with it's qualifying criteria......which we are fulfilling in good faith, but getting nothing in return.

[yarmak]

Thankyou Semi

I am upset...not buyers fault...I am still waiting for a response from Australia Post.... and ebay refund...I had tracking...reciept....and bent over backwards to help buyer...no help from ebay....and they refund the buyer.... 

they say:

After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because we determined the original decision was correct.You won't receive a refund for this case.

Dave

[semi-conductors]

Hi Dave,

I completely understand how you feel. I appealed my lost case as well.....it took about 2 mins before they came back with that same message that the original decision was upheld and was correct. - the message also said: "We didn't receive valid proof of delivery from you. Sellers must provide tracking info showing the item was delivered. For items over AU $750.00, shipping with signature confirmation is also required." 

Nobody seems to understand, or care that according to the ebay anouncement the requirement for proof of delivery is not required, if the transaction meets the given criteria....not to mention that according to Australia Post  "Signature on delivery" is suspended due to COVID-19 restrictions.....so how can anyone comply with that requirement at the present time???

After being on a chat to 3 different people in India for well over an hour they simply said "we cant help you with this".....could not explain anything, or provide a reason why the new policy is not being applied to INR cases.....totally hopeless. The said a supervisor would email me back within 48 hours.....but they have not done so. I wish I could attach the transcript of the chat......it makes them look very bad.....but they don't care!!