The new rules
According to the new dispute policy, «Once complete, the new on--eBay resolution process, backed by eBay customer support, will serve as the primary entry point for buyers who are unable to resolve disputes with eBay sellers.»
If a buyer has been unsuccessful in working directly with a seller, the buyer can contact eBay via a toll-free number or via Web-form. Customer Support representatives review the case, examining transaction details such as item description, buyer and seller track record, seller location, payment and shipping details.
If the buyer's claim warrants further investigation, eBay will contact the seller. The new system will be rolled out gradually and be in place for all sellers by the holiday selling season, according to eBay.
eBay grouped the announcements into three categories: Easier, more visual shopping, plus buyer incentives to drive more sales; key information including key information to set buyer expectations and help reduce your costs, which includes things like a «Smart FAQ» to address common buyer concerns; and «other updates to make selling on eBay more efficient,» which encompassed the new dispute resolution policy.
Many of the other changes have already been announced, previewed or are expansions of existing features on the site, and sellers will be relieved to see no mentions of fee increases after last year's pricing changes.
Still, a vague part of the new dispute policy is likely to come under attack from sellers. Though eBay said in its statement in cases where «both buyer and seller may be right,» it will absorb the cost to reimburse the buyer on behalf of merchant, it also states «If five business days elapse without a response or a refund to the buyer, eBay will refund the cost of the item and shipping to the buyer and, when appropriate, seek to recover transaction funds from the seller.»
Ключевые слова: Amazon, e-commerce, eBay, online shopping, policy
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