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How Do You Resolve Disputes on eBay?
EBay have developed quite a detailed and well drawn out dispute resolution procedure. In this article, I will break everything down into steps so that you'll have some understand of what's involved and how long you should expect it to take.
As an example, let's go through what you would do if you paid for an item but didn't receive it from the seller.
Before you make the decision to open a dispute, give the seller a chance to delivery the item to you before you end up getting ahead of yourself. If you're actively concerned about the amount of time its taking for your product to arrive, the first step you should do is to send a politely written email to the seller stating that you haven't received the product yet and wondering whether or not they have posted it. You should also verify your email address in the options menu of eBay so that the sellers can response to your message. As the last procedure before you make the decision to open a dispute, you should try and contact the seller on the phone number eBay has for them. You might have to pay long distances chances for the phone call, but that's miles better than dragging the auction through mediation that could last for months.
Steps 1 - You open an Item Not Received dispute: You can find it through eBay help.
All that is required of you is to enter the item number and state that you have not received the item.
Step 2 - eBay contacts the seller: eBay sends the seller an email that tells them that you've said you didn't receive the item. Then can then choose to tell you one of three things: that your payment hasn't cleared yet, that the item is in the post, or that they'll give you your money back. The seller can also tell eBay that they would like to send you a message.
Step 3 - You get in contact with the seller, you try and verify what exactly has happened with the seller, sending the appropriate messages back and forth. Hopefully the seller should agree to refund you for the sake of their credibility (feedback), or the item you purchase shows up in the post during the dispute period.
Step 4 - Closing the dispute: After 30 days (or 10 days if the seller didn't respond), you have two options to close the dispute: either you were satisfied or you weren't. If you weren't satisfied, then you can claim under eBay's purchase protection program for up to $200.
Independent Dispute Mediation
If you don't want to take the dispute through eBay's own procedure, this might be so if it's a high valued item, then it is possible for you to use a third party mediator. EBay recommends SquareTrade, they provide mediation to many websites that buy and sell products. They will get in contact with the seller on your before and then mediate as you work out what do to from there.
Sellers who are committed to going through SquareTrade's mediation for any disputes can sign up to display the 'SquareTrade seal' on their auctions. This gives their buyers $250 fraud protection, and shows that their identity has been independently verified so they are who they say they are. When the seller of the item isn't in good standing, you'll need to be especially careful to avoid being a victim of fraud.
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