Buyer transaction problems could be of the following two types:
• Paying for an item and never receiving it; or
• Receiving an item that is significantly different than what was described, such as winning a solid gold necklace but receiving a copper one instead.
Features of the Program
• Buyer Protection Coverage Limit
• Eligible Transactions
• Non-Eligible Transactions
• How to request Standard Buyer Protection
• Escalating a Dispute to a Claim
• Important timelines
• Leaving Feedback after requesting Standard Purchase Protection
Step-by-step guide to buyer protection
Most common issues can be resolved by communicating directly with the seller, even before using buyer protection programs. The following steps are recommended:| Steps | Details | Timeframe |
| 1. Check the item listing. | Review the seller's terms of sale, item description, and shipping and payment terms. Have you allowed enough time for the seller to receive and confirm payment? | First 10 days after the listing ends |
| 2. Email the seller. | If you’re still concerned, email the seller with your questions. You can request the seller’s email address or use the "Ask seller a question" link on the item page. | First 10 days after the listing ends |
| 3. Check your email spam filters for messages from the seller. | It's possible that the seller is trying to email you but your spam filters are blocking the messages. | First 10 days after the listing ends |
| 4. Check your own contact information. | It's possible that the seller is trying to email you but your contact information is incorrect. Go to the Account tab in My eBay and click "Personal Information." Make sure your email address is correct. | First 10 days after the listing ends |
| 5. Call your seller. | Request the seller's contact information and give the seller a call. | Any time after completing the first four steps |
| 6. Resolve your problem through the eBay Resolution Center or PayPal Resolution Center | If you're not able to work it out directly with your seller, you can go to the eBay Resolution Center, which helps you start and track problem resolution with your seller. Important: You can open a case only through the eBay country site where you purchased the item. | 10 to 60 days after the listing ends
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| Or, if you paid for the item with PayPal, file a claim with PayPal. | You must have a PayPal account in order to file a PayPal Buyer Protection claim. If you paid for the item with PayPal and didn’t create a PayPal account, you’ll be asked to do so before filing a claim. | First 45 days after the listing ends |
| 7. Contact your credit card company. | Credit card companies typically provide some level of identity and purchase protection. Contact your credit card company to learn more. Note: If you paid with your credit card through PayPal, we encourage you to try PayPal’s Buyer Protection process first. | First 45 days after the listing ends |
| 8. Leave Feedback | After you file a case, we encourage you to leave Feedback for the transaction. Please be honest, fair, and factual. This will make other members aware of your experience and help keep eBay a safe place to buy and sell. | After you’ve closed a case or requested reimbursement through a buyer protection program and up to 60 days after the listing ends |
Under this program, PayPal will introduce a Buyer Protection logo that will be displayed on all qualified sellers’ listings. A qualified seller is categorized by his rating, and must have at least 50 feedback points and a 98% positive feedback. The seller must also have a verified PayPal account and be based in the United States or Canada.
Increased security is provided through the new Buyer Protection Program, by covering non-delivery of items, or products that are substantially not as described, all with no processing fee. For transactions that do not qualify under the PayPal Buyer Protection program, eBay will continue to provide its standard protection feature of $200 coverage, with a $25 processing fee.
Through its partnership with PayPal, eBay ensures privacy of information, as the buyer’s financial information is never shared with the seller. PayPal maintains one of the best online fraud prevention systems in the world, ensures that sellers are paid instantly and makes the transaction process convenient and easy.
Here is a link for PayPal terms on buyer protection:- http://pages.ebay.com/help/tp/paypal-protection.html
Note:-The information from here on is provided by the Indian subsidiary of e-Bay and is applicable to Indian users.
Buyer Protection Coverage Limit
• Up to Rs. 50,000 in case of PaisaPay payment (minus Rs. 50.00 for processing costs)
o Note: PaisaPay buyer protection will be applicable to all completed transactions paid through PaisaPay. Learn more
o Note: Buyer can claim full refund on a PaisaPay within the timelines to report that the item was not delivered. Learn more
• Up to Rs. 10,000 in case of other safe payment modes (minus Rs. 50.00 for processing costs)
• Coverage for the amount which you have paid using eBay Gift Vouchers would be paid in the form of eBay Gift Vouchers only.
Learn about the safe payment methods on eBay
Note: Retain the photocopies of the Cheque / Demand Draft / Bank Deposit slips and all offline correspondence with the seller.
Eligible transactions
Under the Buyer Protection Program, the following transactions or items are eligible for protection coverage:
• The final price of the item is over Rs. 50.00. Multiple listings cannot be combined into one claim to become eligible, even if purchased from the same seller. Items purchased through Multiple Item Auctions (Dutch Auctions) are eligible, provided the combined value of all items purchased through a single listing is over Rs. 50.00
• You paid through PaisaPay and the time to confirm that the item was delivered or not has elapsed.
Note: You will not be eligible for protection if you have already raised a refund claim with PaisaPay. Learn about eligibility criteria for PaisaPay protection
• You are a winning bidder or fixed price buyer of an item listed on the eBay site.
• Both you and the seller had a Feedback rating of zero or above at the close of the listing.
• Your item is legal and in accordance with eBay's Listing Policies and User Agreement.
• Payment was sent to the seller in good faith and proof of payment can be documented.
• You have not exceeded the three claims per six-month limit.
• If you paid with a credit card (either directly to the seller or through an online payment service other than PaisaPay) you must have already contacted your credit card issuer and sought reimbursement from the issuer prior to filing a claim.
Non-eligible transactions
The following items are not eligible for protection coverage under the Buyer Protection program:
• Items which are not significantly different from the item description (the value of the item is not affected)
• In case of a PaisaPay payment, if the timeline to confirm that the item was delivered or not has not yet elapsed.
• Items paid for with cash or instant money transfer services such as Western Union
• Items damaged or lost in shipping
• Items that have been altered, repaired, discarded or resold
• Items which are picked up or delivered in person
• Intangible items, such as services or digital items
• Double payment or overpayment
• Shipping and handling fees
• Buyer's remorse (items bought by mistake or if you change your mind)
• Items purchased with BidPay: Please contact your credit card provider to file a chargeback
How to request Standard Buyer Protection
1)Report an item not received or significantly not as described To do this, please go to the dispute console in My eBay. This online communication tool helps you track, discuss, and resolve a dispute as quickly as possible. If the dispute can’t be solved and after a certain timeframe, you can close the dispute and request buyer protection. (Between 10 to 60 days after the transaction date)
2)The buyer can escalate the dispute to a claim. From My eBay, click the "Dispute Console" link. From the Dispute Console, click the relevant dispute. On the View Dispute page, click the link to the Standard Purchase Protection Program claim form. Fill out the form and click "Submit" to file your claim.(If the seller does not respond to the dispute within 10 days OR Anytime after the seller responds to the dispute and at least 30 days after the item listing closed )
3)Submit proof of payment - An eBay claims administrator may contact you via email, asking you to provide proof of payment. Proof of payment may be provided in the form of a photocopy of the demand draft, receipt, cheque, etc. In case you have made the payment through PaisaPay, you may not be requested to provide your payment proof.(Within 14 days of submitting your claim)
4)Submit Letter of Authenticity (if applicable). If you would like to avail the claim for a significantly not as described item, an eBay Claims Administrator may contact you for a Letter of Authenticity or Appraisal.
The Proof of Authenticity must include the valuation of the item and contact information of the authenticator (name and telephone number) on the letterhead of the authenticator. This information can be mailed or faxed to eBay. (After an eBay claims administrator contacts you)
Points to remember:
* A dispute can only be open for 90 days after the transaction date.
* If the buyer has not closed the dispute within 90 days, it will be automatically closed.
* When a dispute is automatically closed, the buyer is not eligible to submit a claim under eBay's Buyer Protection Program.
Escalating a Dispute to a Claim
Here are the steps to escalate a dispute to a claim:
1) Sign in to your eBay.in account.
2) Click My eBay at the top of the eBay homepage.
3) On the left-hand side of the page under My eBay views, click the “Dispute Console” link.
4) On the Dispute Console page, select “Item Not Received or Not as Described” link and click the “View dispute” link to check your dispute status.
5) In case you haven’t received an item within 30 days from transaction date, you may choose the 3rd option to escalate to a claim to receive Buyer Protection.
Important Timelines
* Buyers can open an Item Not Received or Significantly Not As Described dispute between 10 to 60 days after the transaction date (the date when the listing closes and the buyer commits to buying the item and the seller commits to selling it).
* File a Buyer Protection claim after 30 days but not more than 90 daysfrom the end of listing
* A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the dispute within 90 days, it will be automatically closed and buyer may not be able to avail Buyer Protection Claim
* Remember to fax the payment proof as early as possible from the time you file a claim
* Help us to proceed with your claim by responding to an eBay Claims Administrator's request for information within 72 hours.
Leaving Feedback after requesting Standard Purchase Protection
After you file a dispute, we encourage you to leave Feedback for the transaction. Please be honest, fair, and factual. This will help make other members aware of your experience and help keep eBay a safe place to buy and sell.
For tips please visit the following web page:-
http://pages.ebay.in/securitycentre/mrkt_safety.html
Note: If you have made your payment through Bank Deposit or Online Bank Transfer, also provide us with the following details:
* Seller’s bank account number
* Seller’s bank account name
* Seller’s bank name
* Seller’s branch name
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