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Ellie Mae · Sep 30th, 2009, 06:07 PM

There have been many instances mentioned of buyers filing an EBAY dispute, rather than a PP dispute, even tho they paid w/ PP.
And quite frankly, seeming to have better luck and faster results w/ the EBAY dispute process.
Ebay help states that if payed w/ PP, then buyer should file a PP dispute http://pages.ebay.com/help/buy/item-not-received.html
But that does not seem to be a hard and fast rule, as there have been several instances of buyers who paid w/ PP but filed EBAY dispute.

SO... just attempting to gather some data from those who have filed EBAY disputes.

What I am interested in knowing is....

1. type of item purchased
2. general reason for filing the dispute
3. outcome of the dispute
4. time frame of the dispute from start to finish
5. your thoughts about the dispute process

ALSO..... has anyone filed an ebay dispute but the dispute closed by ebay and told to go file w/ PP? IF SO... What was ebay's reason that you needed to file w/ PP instead?

I understand the rationale that ebay needs it's own resolution center for non-PP transactions. However, Ebay does not seem to be sticking to that "theory", so I'd be interested to hear from anyone who has filed an ebay dispute and is willing to share...

TIA

luvtami · Sep 30th, 2009, 06:12 PM

Ellie Mae, it is my understanding that the latest version of the resolution process works as follows:

ASSUMPTION: This is an eBay item paid via PayPal.

Resolution Process #1 - SNAD
If your item is SNAD (has a hole, wrong color, damaged, whatever), you will be asked to use eBay's Resolution Center in which eBay helps facilitate communication between the buyer and seller. The PayPal interface will direct you to the eBay Resolution Center for SNAD.

The one time I went through this process (eBay Resolution Center for SNAD), the seller granted me the refund willingly (I was sold a fake dress and the seller knew it was a fake). I don't know what happens if the seller doesn't want to grant the refund.

Resolution Process #2 - Not Received
If you don't receive your item whatsoever, then you can use PayPal's Item Not Received process to file your claim.

karmenzsofia · Sep 30th, 2009, 06:22 PM

I think I posted some of this on another thread earlier. I recently talked to someone at fBay about this topic.

The fBay Resolution Process was set up to give buyers who didn't pay with PP a way to dispute transactions. People who pay with PP are supposed to open disputes at PP's Resolution Center, and those who paid with another method are supposed to open a case with fBay. HOWEVER, for now at least fBay is giving ALL buyers the option to open the dispute with either one or the other. It's part of their "improved" customer service.

If you paid with PP, fBay only serves as a mediator between you and PP, that is, fBay does whatever PP tells it to do about your case. So you might as well go to PP directly -- the results should be the same.

For non-PP transactions, my understanding is that fBay is following the same criteria than PP and that, therefore, in most cases when an agreement between buyer and seller can't be reached, they are telling the buyer to return the item for a refund.

Ellie Mae · Sep 30th, 2009, 06:28 PM

Originally Posted by luvtami

Ellie Mae, it is my understanding that the latest version of the resolution process works as follows:

ASSUMPTION: This is an eBay item paid via PayPal.

Resolution Process #1 - SNAD
If your item is SNAD (has a hole, wrong color, damaged, whatever), you will be asked to use eBay's Resolution Center in which eBay helps facilitate communication between the buyer and seller. The PayPal interface will direct you to the eBay Resolution Center for SNAD.

The one time I went through this process (eBay Resolution Center for SNAD), the seller granted me the refund willingly (I was sold a fake dress and the seller knew it was a fake). I don't know what happens if the seller doesn't want to grant the refund.

Resolution Process #2 - Not Received
If you don't receive your item whatsoever, then you can use PayPal's Item Not Received process to file your claim.

Hi LT....your above statement is EXACTLY my point is posting this thread...
Ebay Help states "If you can't work things out directly with the seller, you can open a case at eBay's Resolution Center. If you paid with PayPal, you can open a case at the PayPal Resolution Center.", but many buyers who paid w/ PP have filed w/ EBAY Res Center & not PP. It also says
Under Tell us how you paid for this item, select the payment method you used. If you select PayPal, you'll be redirected to the PayPal Resolution Center. BUT, that has not held true in every instance, either.

And you CAN also file INR w/ EBAY Res Center.

I understand how the EBAY RES PROCESS itself works, I am simply trying to hear some stories and determine which RES CENTER seems the more viable option. The PP RES CENTER is a PITA, and usually a LONG drawn-out process. I have seen several buyers file w/ EBAY Res Center and been told SAME DAY to return the item to the seller. Ya don't get that w/ the PP RES CENTER.

karmenzsofia · Sep 30th, 2009, 06:31 PM

Originally Posted by luvtami

Ellie Mae, it is my understanding that the latest version of the resolution process works as follows:

ASSUMPTION: This is an eBay item paid via PayPal.

Resolution Process #1 - SNAD
If your item is SNAD (has a hole, wrong color, damaged, whatever), you will be asked to use eBay's Resolution Center in which eBay helps facilitate communication between the buyer and seller. The PayPal interface will direct you to the eBay Resolution Center for SNAD.

The one time I went through this process (eBay Resolution Center for SNAD), the seller granted me the refund willingly (I was sold a fake dress and the seller knew it was a fake). I don't know what happens if the seller doesn't want to grant the refund.

Resolution Process #2 - Not Received
If you don't receive your item whatsoever, then you can use PayPal's Item Not Received process to file your claim.

The two so-called Resolution Centers are interconnected.

MarneeB · Sep 30th, 2009, 06:37 PM

I just filed a dispute for a SNAD last Tuesday with ebay. They told me to go ahead and ship the item back, which I did. The seller emailed me this Monday saying she received it, but I'm not getting a refund because it was broken (I knew this was a lie-she told me from the beginning her items are 'as is' which was my reason for filing a SNAD.) As soon as I knew she wouldn't willingly give the refund I called ebay (that same night) and they were very helpful. Ebay apologized for my problem seller & issued my refund ASAP (they did make sure it was paid for with PayPal). They said they'd contact the seller. My money showed up the next morning, so I'm happy now, but the money came from ebay, not the seller. Will ebay get the money back from the seller, or will she get the item and the money?
The whole process took about a week, even with the seller being difficult. I've filed through PayPal in the past and waited MUCH longer for a result.

luvtami · Sep 30th, 2009, 06:49 PM

Thanks for clarifying the intentions of your post E.M. and I'll be interested to read the other responses.

So just for the record:
1. My item was a $30 dress bought on eBay and paid with via PayPal.

2. When I went to file a SNAD in PayPal, it re-directed me to the eBay Resolution Center.

3. There were a few messages exchanged back and forth between me and the seller with eBay's help (I can't remember exactly how it all transpired), and I returned the dress to the seller.

4. The seller granted me my refund in PayPal. The process took no longer than 1 week.

As a post-script, I later noticed the seller re-sold the dress on eBay as part of a clothing lot that went for $200. Talk about unethical (she knew the dress was fake.)

Ellie Mae · Sep 30th, 2009, 06:52 PM

Originally Posted by MarneeB

I just filed a dispute for a SNAD last Tuesday with ebay. They told me to go ahead and ship the item back, which I did. The seller emailed me this Monday saying she received it, but I'm not getting a refund because it was broken (I knew this was a lie-she told me from the beginning her items are 'as is' which was my reason for filing a SNAD.) As soon as I knew she wouldn't willingly give the refund I called ebay (that same night) and they were very helpful. Ebay apologized for my problem seller & issued my refund ASAP (they did make sure it was paid for with PayPal). They said they'd contact the seller. My money showed up the next morning, so I'm happy now, but the money came from ebay, not the seller. Will ebay get the money back from the seller, or will she get the item and the money?
The whole process took about a week, even with the seller being difficult. I've filed through PayPal in the past and waited MUCH longer for a result.

Thanks for the response, Marnee. And this is what I am talking about.. entire process took less than a week. No wait 10 days for a seller to respond, yada-yada. Decision was quick AND your refund was QUICK.

I am guessing ebay will charge the seller for the refund.

Do you know if the seller told EBAY that the bag was "broken" & she was not refunding?

Beginning to sound to me like EBAY is telling PP what to do. LOL And why on earth would anyone again ever bother to file a PP complaint if the Ebay Res center is this much simpler??

Ellie Mae · Sep 30th, 2009, 07:22 PM

Originally Posted by luvtami

Thanks for clarifying the intentions of your post E.M. and I'll be interested to read the other responses.

So just for the record:
1. My item was a $30 dress bought on eBay and paid with via PayPal.

2. When I went to file a SNAD in PayPal, it re-directed me to the eBay Resolution Center.

3. There were a few messages exchanged back and forth between me and the seller with eBay's help (I can't remember exactly how it all transpired), and I returned the dress to the seller.

4. The seller granted me my refund in PayPal. The process took no longer than 1 week.

As a post-script, I later noticed the seller re-sold the dress on eBay as part of a clothing lot that went for $200. Talk about unethical (she knew the dress was fake.)

REALLY? The PP RES CENTER referred you back to the EBAY RES CENTER?
Now why would it do that, I wonder? I don't recall anyone ever saying they could NOT file a PP SNAD if they paid w/ PP... and being redirected to Ebay. Very interesting....
This is what I am after, darlin.. thanks! I am trying to figure out some of the WHY's... and if there is any method to this madness. Be nice if Ebay & PP would put out a reference guide on this.
And in the future, would you first choose the Ebay RC over the PP RC ??

karmenzsofia · Sep 30th, 2009, 07:27 PM

Originally Posted by MarneeB

I just filed a dispute for a SNAD last Tuesday with ebay. They told me to go ahead and ship the item back, which I did. The seller emailed me this Monday saying she received it, but I'm not getting a refund because it was broken (I knew this was a lie-she told me from the beginning her items are 'as is' which was my reason for filing a SNAD.) As soon as I knew she wouldn't willingly give the refund I called ebay (that same night) and they were very helpful. Ebay apologized for my problem seller & issued my refund ASAP (they did make sure it was paid for with PayPal). They said they'd contact the seller. My money showed up the next morning, so I'm happy now, but the money came from ebay, not the seller. Will ebay get the money back from the seller, or will she get the item and the money?
The whole process took about a week, even with the seller being difficult. I've filed through PayPal in the past and waited MUCH longer for a result.

The seller gets the item, not the money. The only time the money comes straight from the seller is when the seller issues the refund. Otherwise, it's PP giving you the money, and then PP deals directly with the seller.

karmenzsofia · Sep 30th, 2009, 07:36 PM

It's probably easier to go through fBay because of the pressure the company is under to "improve customers experience" on the bay. fBay has pissed off a lot of people in recent years with a series of really stupid changes, and that horrible Chat Live system drove people to madness. Then late last year (if I remember correctly...or was it earlier this year?...can't remember) it started yet another round of changes and vowed to improve customer service. Perhaps, finally, it's practicing what it preaches.

luvtami · Sep 30th, 2009, 07:44 PM

Originally Posted by Ellie Mae

REALLY? The PP RES CENTER referred you back to the EBAY RES CENTER?
Now why would it do that, I wonder? I don't recall anyone ever saying they could NOT file a PP SNAD if they paid w/ PP... and being redirected to Ebay. Very interesting....
This is what I am after, darlin.. thanks! I am trying to figure out some of the WHY's... and if there is any method to this madness. Be nice if Ebay & PP would put out a reference guide on this.
And in the future, would you first choose the Ebay RC over the PP RC ??

Yup -- I've been using eBay and PayPal both for many years now, and previously if I had a SNAD it all happened within PayPal using the "normal" procedure that many of us are familiar with the escalation, the waiting for decision, and so on.

This last time I tried, as I said, it took me from the PayPal web site to the eBay site in order to complete the SNAD -- it would not let me proceed in PayPal with my SNAD.

The only explanation I can make up in my head is maybe the eBay Resolution Center is less harsh for the seller in that the funds aren't frozen immediately ?? That is what I am most curious about and was hinted at in the earlier comments -- who is funding the refunds with the eBay Resolution Center? Surely it must be the sellers, but it is really vague what happens behind the scenes.

I have no preference for either system at this point -- I'm more interested in consistency of the process and fairness to both parties.

oggers86 · Sep 30th, 2009, 07:45 PM

I filed an ebay dispute not long ago.

Item was a Chloe Handbag, dispute filed through ebay after 7 days due to non paying bidder. Won the dispute 7 days later as no word from bidder.

Ellie Mae · Sep 30th, 2009, 08:11 PM

Originally Posted by oggers86

I filed an ebay dispute not long ago.

Item was a Chloe Handbag, dispute filed through ebay after 7 days due to non paying bidder. Won the dispute 7 days later as no word from bidder.

Now this would make perfect sense, as a seller filing an NPB would have no choice but to file thru Ebay. Thanks Oggers.

Ellie Mae · Sep 30th, 2009, 08:18 PM

Originally Posted by luvtami

Yup -- I've been using eBay and PayPal both for many years now, and previously if I had a SNAD it all happened within PayPal using the "normal" procedure that many of us are familiar with the escalation, the waiting for decision, and so on.

This last time I tried, as I said, it took me from the PayPal web site to the eBay site in order to complete the SNAD -- it would not let me proceed in PayPal with my SNAD.

The only explanation I can make up in my head is maybe the eBay Resolution Center is less harsh for the seller in that the funds aren't frozen immediately ?? That is what I am most curious about and was hinted at in the earlier comments -- who is funding the refunds with the eBay Resolution Center? Surely it must be the sellers, but it is really vague what happens behind the scenes.

I have no preference for either system at this point -- I'm more interested in consistency of the process and fairness to both parties.

BUT.. did you not find the EBAY dispute both simpler and faster? PP has become such a PITA and the process normally takes for freaking ever.
I would feel sure that EBAY would go after the seller for the funds, either itself or via PP, since it owns PP.
I had a buyer tell me TODAY that they filed a SNAD w/ EBAY today, and TODAY ebay said "send it back".
Now, as a BUYER filing a SNAD or INR, I am thinking I would initially try using the EBAY RC vs the PP RC. As a seller, I'm thinking I'd be SOL w/ the EBAY RC. They seem to be very making some very quick decisions, and I would be curious to hear from some sellers as to is Ebay RC giving a seller opportunity to combat a SNAD dispute...??
For buyers, however, this is looking like a win-win situation.

Sep 30th, 2009, 06:07 PM	#1
Ellie Mae OP KIABCRS Joined: May 2008 Posts: 8,257	If you have ever filed an EBAY dispute.... There have been many instances mentioned of buyers filing an EBAY dispute, rather than a PP dispute, even tho they paid w/ PP. And quite frankly, seeming to have better luck and faster results w/ the EBAY dispute process. Ebay help states that if payed w/ PP, then buyer should file a PP dispute http://pages.ebay.com/help/buy/item-not-received.html But that does not seem to be a hard and fast rule, as there have been several instances of buyers who paid w/ PP but filed EBAY dispute. SO... just attempting to gather some data from those who have filed EBAY disputes. What I am interested in knowing is.... 1. type of item purchased 2. general reason for filing the dispute 3. outcome of the dispute 4. time frame of the dispute from start to finish 5. your thoughts about the dispute process ALSO..... has anyone filed an ebay dispute but the dispute closed by ebay and told to go file w/ PP? IF SO... What was ebay's reason that you needed to file w/ PP instead? I understand the rationale that ebay needs it's own resolution center for non-PP transactions. However, Ebay does not seem to be sticking to that "theory", so I'd be interested to hear from anyone who has filed an ebay dispute and is willing to share... TIA
Ellie Mae OP KIABCRS Joined: May 2008 Posts: 8,257	__________________ *http://scams-n-shams.blogspot.com* Last edited by Ellie Mae; Sep 30th, 2009 at 06:24 PM.

Sep 30th, 2009, 06:22 PM	#3
karmenzsofia Life is Plan Z Joined: Jun 2008 Location: Tarot Card Posts: 14,874	I think I posted some of this on another thread earlier. I recently talked to someone at fBay about this topic. The fBay Resolution Process was set up to give buyers who didn't pay with PP a way to dispute transactions. People who pay with PP are supposed to open disputes at PP's Resolution Center, and those who paid with another method are supposed to open a case with fBay. HOWEVER, for now at least fBay is giving ALL buyers the option to open the dispute with either one or the other. It's part of their "improved" customer service. If you paid with PP, fBay only serves as a mediator between you and PP, that is, fBay does whatever PP tells it to do about your case. So you might as well go to PP directly -- the results should be the same. For non-PP transactions, my understanding is that fBay is following the same criteria than PP and that, therefore, in most cases when an agreement between buyer and seller can't be reached, they are telling the buyer to return the item for a refund.
	__________________ Satisfied but wishing 4 a WTM Mini and an AP ~~* Is it true? Is it helpful? Is it necessary? Is it kind? Or, more importantly, is it funny? Last edited by karmenzsofia; Sep 30th, 2009 at 06:25 PM.

Sep 30th, 2009, 06:37 PM	#6
MarneeB Taking it all in. Joined: Mar 2009 Location: Missouri Posts: 844	I just filed a dispute for a SNAD last Tuesday with ebay. They told me to go ahead and ship the item back, which I did. The seller emailed me this Monday saying she received it, but I'm not getting a refund because it was broken (I knew this was a lie-she told me from the beginning her items are 'as is' which was my reason for filing a SNAD.) As soon as I knew she wouldn't willingly give the refund I called ebay (that same night) and they were very helpful. Ebay apologized for my problem seller & issued my refund ASAP (they did make sure it was paid for with PayPal). They said they'd contact the seller. My money showed up the next morning, so I'm happy now, but the money came from ebay, not the seller. Will ebay get the money back from the seller, or will she get the item and the money? The whole process took about a week, even with the seller being difficult. I've filed through PayPal in the past and waited MUCH longer for a result.
	__________________ Please help stop puppy mills by not buying your next pet from any pet store!

Sep 30th, 2009, 06:49 PM	#7
luvtami Member Joined: Nov 2008 Posts: 657	Thanks for clarifying the intentions of your post E.M. and I'll be interested to read the other responses. So just for the record: 1. My item was a $30 dress bought on eBay and paid with via PayPal. 2. When I went to file a SNAD in PayPal, it re-directed me to the eBay Resolution Center. 3. There were a few messages exchanged back and forth between me and the seller with eBay's help (I can't remember exactly how it all transpired), and I returned the dress to the seller. 4. The seller granted me my refund in PayPal. The process took no longer than 1 week. As a post-script, I later noticed the seller re-sold the dress on eBay as part of a clothing lot that went for $200. Talk about unethical (she knew the dress was fake.)
luvtami Member Joined: Nov 2008 Posts: 657

Sep 30th, 2009, 07:36 PM	#11
karmenzsofia Life is Plan Z Joined: Jun 2008 Location: Tarot Card Posts: 14,874	It's probably easier to go through fBay because of the pressure the company is under to "improve customers experience" on the bay. fBay has pissed off a lot of people in recent years with a series of really stupid changes, and that horrible Chat Live system drove people to madness. Then late last year (if I remember correctly...or was it earlier this year?...can't remember) it started yet another round of changes and vowed to improve customer service. Perhaps, finally, it's practicing what it preaches.
	__________________ Satisfied but wishing 4 a WTM Mini and an AP ~~* Is it true? Is it helpful? Is it necessary? Is it kind? Or, more importantly, is it funny?

Sep 30th, 2009, 06:12 PM	#2
luvtami Member Joined: Nov 2008 Posts: 657	Ellie Mae, it is my understanding that the latest version of the resolution process works as follows: ASSUMPTION: This is an eBay item paid via PayPal. Resolution Process #1 - SNAD If your item is SNAD (has a hole, wrong color, damaged, whatever), you will be asked to use eBay's Resolution Center in which eBay helps facilitate communication between the buyer and seller. The PayPal interface will direct you to the eBay Resolution Center for SNAD. The one time I went through this process (eBay Resolution Center for SNAD), the seller granted me the refund willingly (I was sold a fake dress and the seller knew it was a fake). I don't know what happens if the seller doesn't want to grant the refund. Resolution Process #2 - Not Received If you don't receive your item whatsoever, then you can use PayPal's Item Not Received process to file your claim.
luvtami Member Joined: Nov 2008 Posts: 657	Last edited by luvtami; Sep 30th, 2009 at 06:15 PM.

Sep 30th, 2009, 07:45 PM	#13
oggers86 Member Joined: Dec 2008 Location: Prestonia Posts: 270	I filed an ebay dispute not long ago. Item was a Chloe Handbag, dispute filed through ebay after 7 days due to non paying bidder. Won the dispute 7 days later as no word from bidder.
	__________________ My Collection: Chloe 06 Bleu Nuit Metallic Paddington 06 Jeans Moyen Paddington 06 Argent Metallic Paddington, 06 Baby Aubergine Paddington Mulberry Pink Roxanne Balenciaga 07 Tomato Twiggy Bex

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