eBay Watch: New Dispute Resolution Explained

This week eBay clarifies its new dispute resolution process and rolls out its Unpaid Item Assistant. Plus, ProStores announces a holiday contest: three eBay sellers will win a $799 JumpStart package.

EBay Details New Dispute Resolution Services

We've known for some time now that eBay has been working to pull dispute resolution services from PayPal to the eBay platform. Earlier this year when eBay opened its doors to new online payment processors, it only made sense to move the dispute resolution off of PayPal to eBay.

Over the next couple of weeks eBay says it plans to start phasing in the new eBay dispute-resolution process. This process is for resolving item-not-received and item-not-as-described claims.

On eBay, buyers can file a report when they have not received an item they purchased or the item did not match the seller's description.  As a seller you can also file through eBay when you have not received a payment or when you need to cancel a transaction.  Under the new system, you can contest buyer claims in the same way that you do using PayPal system; for example you can provide delivery confirmation in the event of an item-not-received claim.

As a part of the change-over, sellers can manage disputes that have been filed through eBay in the Resolution Center (you access this via the Account tab in My eBay).

Now, PayPal still has its own dispute process.  Sellers will see PayPal disputes in the same location in their My eBay, however they will need to use PayPal’s resolution center to manage these disputes — not eBay’s interface.

New Unpaid Item Assistant Automates Filing Against NPBs

In the new process, sellers are going to be able to go through a faster process for claiming against NPBs (non-paying buyer).  EBay is launching a new automated process called Unpaid Item Assistant that will automatically open and close cases for sellers.  When enabled, the Unpaid Item Assistant will open a case if your buyer doesn't pay after a specified period of time — you can choose a timeframe of four, 16, 24 or 32 days after the listing closes.

After a case has been opened for four days without payment, the case will be closed and eBay will refund your Final Value Fee. EBay expects to have this new feature rolled out to all sellers by the start of the holiday selling season. To use the Unpaid Item Assistant, sellers must list with approved safe-payment options in your listings such as PayPal, credit card, Moneybookers, Paymate or ProPay.

EBay has posted an online FAQ that details the new eBay Resolution process.

ProStores Contest: Win a $799 ProStores Package

ProStores has recently launched a new contest, designed to help eBay sellers get their ProStores Web store up and running for the 2009 holiday selling season.

The Jump Start Your ProStores Web Store Contest runs through Nov. 9 at 11:59 PM (PST). To enter, existing ProStores customers or eBay sellers who would like to have a ProStores Web store need to submit a story explaining why you need the most help getting started with a ProStores Web store.

Up to three winners will receive a free ProStores Jump Start Package — a $799 package — which includes a ProStores Web store along with a number of setup and marketing services.

To qualify for an entry, simply visit the ProStores blog and post in the comments section or post to your own blog with a link back to the ProStores contest post. You also must sign up for a ProStores Web store before you can win the contest (don't worry they have free-trial accounts). For further contest details and official rules you can read the ProStores contest blog post.

Also, for more details on how eBay sellers and merchants can use ProStores for their off-eBay Web store needs, watch for our review tomorrow on Ecommerce-Guide.

Vangie Beal is a veteran online seller and frequent contributor to ECommerce-Guide.com. She is also managing editor of Webopedia.com. You can tweet with her online @AuroraGG.

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