New Item Not Received Process

wirm

***Coming Soon: New Item Not Received Process***

We are pleased to announce that we will be launching a new Item Not Received process over the next week. This process is a new way for buyers and sellers to communicate with each other and resolve issues when a buyer experiences a problem with an eBay purchase. The process will replace the old Fraud Alert system and will guide buyers on what to do when they do not receive an item, or receive an item that is significantly different from what was described in the listing.

Why the Item Not Received Process is important.

Today, when there is a problem with a transaction, it can often be unclear to both buyers and sellers what steps they can take to reach a successful resolution. This can lead to added frustration and a negative experience for both parties. The new process will help both buyers and sellers understand what actions to take in the unlikely event that a transaction problem occurs.

The new Item Not Received process was announced on eBay.com in December and received some criticism from eBay members. The main concern was that the proposed shorter timeframes for both filing a dispute and filing a Standard Purchase Protection Claim did not provide adequate time for the processing of payment and postage of items, therefore setting unrealistic expectations on sellers. We appreciate the valuable feedback many Community members have given us and as a result we have made important changes to the process including extending the period before a buyer can initiate a dispute and increasing buyer education to avoid the unnecessary initiation of a dispute.

Benefits of the New Item Not Received process include:

Enhanced Buyer-Seller Communication System -- Buyers will be able to initiate a dialogue with sellers from within My eBay. This system is designed to facilitate positive outcomes. 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

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

Improved Member Education -- New buyers are often unfamiliar with what to expect on eBay. The new process will emphasise education for new buyers at every stage of the process. It will also require that buyers wait at least ten days to initiate a dispute. Buyers will be advised to 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 of which both the buyer and 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. In addition, both buyers and sellers will receive resolution tips to improve chances for resolution.

Extended Waiting Period for Buyers -- Buyers will be able to initiate the Item Not Received process 10 days after the listing ends, instead of the 7 days as previously announced. Also, the timeline to file an eBay Standard Purchase Protection Programme claim will not be changed; buyers will be able to file a claim after 30 days have elapsed since the end of the listing, instead of the 17 days as previously announced. Thus, a buyer’s window to initiate the Item Not Received process will be 10-60 days after the listing ends, and their window to escalate to an eBay Standard Purchase Protection Programme claim will be 30-90 days after the listing ends.

Better Integration with PayPal -- Buyers who pay with PayPal will be taken directly to PayPal to initiate a claim. PayPal will determine if the claim is eligible for coverage and will pay the claim directly based on criteria for PayPal Buyer Protection or the eBay Standard Purchase Protection Programme

How do you initiate the Item Not Received process?

Starting next week, buyers will be able to initiate the new Item Not Received process from four different access points:

(1) the Dispute Console in My eBay,
(2) a special link in My eBay (this “Report an Item Not Received” link will appear in the Action column),
(3) the Safety Centre and
(4) eBay’s Help system.

Sellers can respond to Item Not Received disputes via the Dispute Console in My eBay. They will also receive an alert via email letting them know they have a new dispute.

You may preview the “Report an Item Not Received” link in My eBay and the Dispute Console now.

We appreciate the valuable feedback many Community members have given us about the new process. After launching the Item Not Received process next week, we will continue to monitor how well the process is working for both buyers and sellers and make any needed adjustments.

To familiarise yourself with how the process will work, please take our educational tour and read the Frequently Asked Questions.

Regards,
The eBay.co.uk Team

I wonder how this will affect us sellers? More impatient buyers complaining about not receiving goods? ::)

VH

Check out my previous thread on this:

How's that?

wirm

Thanks!

Will you shorten your link as its messing up the page!

twojags_2

I doubt whether eBay's new service will help matters. I am still waiting for goods I bought from USA and paid for on 12 November 2004 for Air shipping. The Seller does not respond to emails and two other disatisfied customers have posted Negative Feedback in the last few weeks. Ebay's guarantees turn out to be worthless as they only apply for 30 days after the transaction. It can take 6 - 8 weeks for goods to arrive from USA by Surface Mail and even Air shipments are taking longer and longer.

Ebay always advise patience and trying to sort matters out with the Seller which is fine but thn you miss their deadline!

Has anyone had more joy with financial reimbursement?