Hi everyone –

eBay’s new Unpaid Item process has been live for about two days now. We had two known issues that needed to be addressed. Each related to some items not being eligible for credit that should have been. We believe these glitches have been resolved. We appreciate everyone’s patience and understanding.

We have read a few concerns expressed on the boards, some of which we realize are based on misconceptions about how the new process works. We’d like to try to clarify a few points:

1) Sellers are not required to wait indefinitely for a buyer to respond to an Unpaid Item reminder to receive an FVF credit.

a. If a seller files an Unpaid Item reminder (7 days after listing end), the buyer is sent an email and served a popup at sign in asking them to pay.

b. If the buyer doesn’t respond, the item is eligible for an FVF credit 7 days later (a total of 14 days, which is 3 days faster than the old systems’ 17 days).

c. If the buyer does respond, the seller can either communicate with the buyer or simply close the dispute and receive their FVF credit.

d. In summary, the item is eligible for an FVF credit either 7 days after the Reminder was filed or immediately upon buyer response, whichever is earlier.

e. If a buyer claims they have already paid – the seller can still close the dispute and receive their credit. (Of course, if the buyer has actually paid, the seller shouldn’t request the FVF credit as that is a violation of eBay policy.)

2) It is true sellers are dependent on the buyer’s response if the seller files a mutual agree not to complete. eBay strongly encourages sellers to only use this option if the seller has worked the situation out with the buyer in advance of filing for the FVF credit. If the seller believes there is any risk the buyer will disagree with the seller’s claim of mutual agreement, the seller should simply follow the normal path of sending an Unpaid Item reminder. If the seller chooses this path, the seller is in complete control of getting an FVF credit, and they can do it within 7-14 days. eBay anticipates sellers will only use the mutual agreement option in a minority of cases.

3) There’s an easy way to see all your Unpaid Item disputes: just click on the “Unpaid Item Disputes” link in My eBay. Just scroll down your My eBay page and you’ll see the link in the lower left, under “Related Links.”

4) For a short period during the roll out some Unpaid Item disputes did not bring up all three closure options. Some sellers only saw “We've completed the transaction and we're both satisfied” even though they wanted to file for their FVF credit and they were eligible to do so. These items should now show as eligible in your dispute console and you can close the dispute and receive an FVF credit.

If you are experiencing any problems or have other questions, please attend the Unpaid Item workshop tomorrow, Thursday July 15th from 5pm – 6pm PDT on the Workshop Board (http://forums.ebay.com/db2/thread.jsp?forum=93&thread=410191462&modified=1088650155082&ssPageName=CMDV:WC0089).

Regards,
Colin
Trust & Safety KEEP THIS FOR SELLERS MAKE A PRINT OUT PEOPLE!