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About eBay Guarantee*

  1. What is eBay Guarantee* ?
  2. When is eBay Guarantee* being launched?
  3. What are the benefits of the eBay Guarantee*?
  4. What type of claim is accepted?
  5. What kind of transaction is covered?
  6. What is the amount covered under eBay Guarantee*?
  7. What will happen to the eBay Buyer Protection process?

eBay Guarantee*: Timelines & Process

  1. How do I file a claim with eBay?
  2. When can I file a claim with eBay?
  3. What happens if I file a complaint after the timeline is over?
  4. I am a buyer, I paid via Cheque / DD and I have filled an Item Not Received case. What will happen next?
  5. I am a buyer and I have filled an Item Not As Described case and seller agreed for refund the money. What will happen next?
  6. I am a buyer and I have filled an Item Not As Described case and seller agreed to replace the product. What will happen next?
  7. Payment made via which mode is covered under eBay Guarantee*?
  8. Will eBay protect the entire amount in case of non PaisaPay transactions?
  9. How do I prove that seller has realized the payment?
  10. Will the existing Buyer protection program still remain?
  11. How will I receive my refund?
  12. If I raised a chargeback, can I also raise a claim with eBay?
  13. Are there any conditions which I need to fulfill to be eligible for the claim?
  14. I am a buyer, I paid via PaisaPay and I have filled an Item Not Received case. What will happen next?
  15. I paid via PaisaPay and received the item. But the item is significantly not as described. What do I do?
  16. I filled for an Item Not Received claim via Dispute Console within 40 days of transaction. However, it is after 30 days of payment realization. What will happen to my claim now?
  17. What happens to the Buyer Protection Claim that I have filled?
  18. What are the charges to file for eBay Guarantee* protection?

eBay guarantee: Buyer Protection

  1. I have received a used product but the seller has mentioned that the item condition was new?
  2. The Seller gave a cheap replica product but the pictures in the listing suggested the product was a branded product what should I do now? / I have received a product which is completely different from what the seller has mentioned in his listing?
  3. I have received an empty box, am I protected & what should I do now?
  4. I have received a broken / damaged product?
  5. I have received a fake/ counterfeit product, what should I do now?

eBay Guarantee*: Seller FAQs

  1. What are the benefits of the eBay Guarantee* program for a seller?
  2. How do I appeal against the claim raised by the buyer?
  3. I shipped the item, but Courier Company will take time in providing proof of delivery. What do I do?
  4. I have sold to international buyer and have used registered post to ship the item. What do I do?
  5. eBay is covering the buyer when he is not satisfied with the transaction. What if the item is as described and yet buyer is not satisfied by the transaction?
  6. Why are there different timelines for eBay Guarantee* and Dispute Console?
  7. A buyer has filed for claim beyond the timelines acceptable by eBay guarantee? Will the outcome of the result impact my Seller Non Performance ratings?
  8. I have shipped correct item, but the buyer is claiming that the item is not as described. How will eBay decide in such cases?
  9. I have sold a new branded product with manufacturing warranty & invoice, which buyer claims has problem. Why should I get impacted in such cases?
  10. The buyer has agreed to send the item back and has given Proof of Dispatch. But I have not received it yet. How do I send a replacement?
  11. The buyer has returned my original product but it is broken / used. How is a seller protected in such cases?
  12. eBay refunded the money to the buyer. How will the money be recovered by eBay from the seller?
  13. How do I claim protection under eBay Seller Protection program?
  14. Which are the cases when a seller will get negatively impacted for Seller Non Performance (SNP)?
  15. What is the eBay Seller Protection Policy for eBay guarantee*?
  16. I have resolved the case with the buyer. Can the buyer still leave negative / neutral feedback for me?
  17. I have resolved the case and buyer has still left me a negative feedback. What do I do?
What is eBay Guarantee*?

Ebay Guarantee* is a new program to provide buyers on eBay a speedier resolution of their valid, true and correct claims for 'Items Not Received' and 'Item Significantly Not as Described'. While the program is primarily aimed at ensuring buyer satisfaction, the program also provides a fair opportunity to the sellers to respond before the claims are resolved.

The eBay Guarantee* program shall be subject to such terms and conditions as shall be notified at the time of launch.

eBay Guarantee* when a Buyer may files a valid, true and correct 'Item Not Received' or 'Item not as described' claims, eBay will work with the buyer and the seller to ensure that the buyer either receives the product or a replacement from the seller. In the event the seller is unable to resolve in the manner aforesaid, then ebay shall verify such claims and refund to the buyer the entire transaction amount [including item price and shipping] paid by the buyer.

When is eBay Guarantee* being launched?

eBay Guarantee* will be live on site from April 20, 2010. All claims filed post 00:00:01 AM on April 20, 2010 will be protected under eBay Guarantee* and will work as per eBay Guarantee* timelines. Please note that effective 00:00:01 AM on April 20, 2010 the eBay Buyer Protection process stands withdrawn.

 

What are the benefits of eBay Guarantee*?

eBay Guarantee* offers multiple benefits to both buyers and sellers:

What type of claims are accepted?

Through eBay Guarantee*, a buyer may raise a claim if he has not received the item or is not satisfied with the item received.

 

What kind of transaction is covered?

Any transaction done on eBay India (including Global EasyBuy), is protected under eBay Guarantee*.

 

What is the amount covered under eBay Guarantee*?

The entire amount paid by the buyer, including shipping amount is covered under eBay Guarantee*.

 

What will happen to the eBay Buyer Protection process?

As mentioned above, eBay Buyer Protection will cease to exist for all claims filed after April 20, 2010. All claims filed before April 20, 2010, will continue to be protected under eBay Buyer Protection process. All claims filed after April 20, 2010 will be covered under eBay Guarantee*.

 

How do I file a claim with eBay?

If the buyer is unhappy with his purchase done on eBay, he can file a claim with eBay through any one of the following:

When can I file a claim with eBay?

A buyer can file a claim with eBay within 30 days of payment realisation. For PaisaPay transactions, payment realisation is confirmed when the Rs icon in My eBay is highlighted. For non PaisaPay transactions, the realisation date will start once the seller has encashed the payment.

What happens if I file a complaint after the timeline is over?

If the buyer raises a claim after 30 days of payment realization, eBay Guarantee* will not protect the buyer.

 

I am a buyer who paid via Cheque / Demand Draft and I have filed an Item Not Received claim. What will happen next?

Once you have filed an Item Not Received claim, eBay will request the seller to provide proof of delivery within next 7 days. eBay may also request you to provide proof of payment within next 7 days.

 

I am a buyer and I have filled an Item Not As Described case and the seller agreed to refund the money. What will happen next?

 

I am a buyer and I have filed an Item Not As Described case and the seller agreed to replace the product. What will happen next?

You have filed an Item Not As Described claim and are looking for replacement of the product. The same will be communicated to the seller and seller will be given 7 days to respond.

Where the seller agrees to replace the product and wants the original product back before sending replacement. You will be informed to return the item and give proof of dispatch within 7 days. After you provide proof of dispatch, seller will get 5 days to give proof of dispatch to eBay and another 4 days to get the replacement delivered to the buyer. eBay will confirm with the buyer that the item was received by the buyer. After you confirm receipt of item, the case will be closed by eBay in favour of the seller.

Seller agrees to replace the product and does not want the original product back before sending replacement. Seller will get 5 days to give proof of dispatch to eBay and another 4 days to get the item delivered to you. eBay will confirm item receipt after the timelines are over. After you confirm receipt of item, the case will be closed by eBay.

 

Payment made via which mode is covered under eBay Guarantee*?

Payments made via all accepted payment methods are covered for Item Not As Described claim (SNAD). For Item Not Received (INR) claims, all payment methods except Cash on Delivery (COD) and buyer picks up and pays are covered.

 

Will eBay protect the entire amount in case of non PaisaPay transactions?

Yes, eBay Guarantee* will protect the entire amount of the buyer even in case of non PaisaPay transactions.

 

How do I prove that seller has realized the payment?

We recommend that you keep a proof of payment with you.

For cheque payment, the proof of realization shall reflect in your bank statement.

For Demand Draft (DD) payment, you will need a letter from the issuing bank that the DD has been encashed to the seller's bank account.

 

Will the existing Buyer protection program still remain?

No. With Launch of eBay Guarantee* program, the existing Buyer protection program will cease to exist

 

How will I receive my refund?

For PaisaPay transactions the buyer will receive a refund on the original payment mode. For non PaisaPay transactions the buyer will receive a Demand Draft on his registered contact address.

 

If I raised a chargeback, can I also raise a claim with eBay?

For PaisaPay transactions, if you have raised a chargeback before or during the eBay Guarantee* process, the claim request will be closed in the sellers favour.

 

Are there any conditions which I need to fulfill to be eligible for the claim?

Generally there are no conditions to be eligible for the program, but if eBay identifies that you have violated eBay / PaisaPay policies & ecosystem, then eBay may at its discretion stop processing claim requests from you under this program & close all open claims in favour of the seller.

 

I am a buyer, I paid via PaisaPay and I filed an Item Not Received case. What will happen next?

Similar to the earlier process, for a PaisaPay transaction, if a buyer files for Item not received, and the seller is unable to furnish Proof of Delivery, the money will be refunded to the buyer by PaisaPay.

 

I paid via PaisaPay and received the item. But the item is significantly not as described. What do I do?

If you have paid via PaisaPay, you can now file for an Item significantly not as described claim in your My PaisaPay. To open a SNAD claim, as of now you will need to click on the Item Not Received link and eBay will reach out to you to get case details. eBay will then work closely with you and the seller to close the claim to the satisfaction of all involved parties.

I filled for an Item Not Received claim via claim console within 40 days of transaction. However, it is after 30 days of payment realisation. What will happen to my claim now?

eBay will not protect Item Not Received claims filled after 30 days of payment realization. You will need to work with the seller directly to get the issue resolved.

 

 

What happens to the Buyer Protection Claim that I have filed?

The Buyer Protection Claim filed by you before 20 th March 2010 will continue as per the current process.

 

What are the charges to file for eBay Guarantee* protection?

A buyer will not be charged any amount or processing fee to file a claim on eBay Guarantee*.

 

I have received a used product but the seller has mentioned that the item condition was new?

If you received a used product against a new product as mentioned in the item description, you should approach eBay through any of the channels mentioned above & register the claim. eBay will work with you & the seller to ensure that you receive either a replacement or refund once the product is returned back to the seller.

 

The seller gave a cheap replica product but the pictures in the listing suggested the product was a branded product. What should I do now? / I have received a product which is completely different from what the seller has mentioned in his listing?

It is the seller's responsibility to describe the product as accurately as possible. This includes pictures mentioned in the listing to describe the product. The seller should ensure the pictures mentioned in the listing are of the product he is selling.

If you purchased the product basis the pictures mentioned in the listing & subsequently receives a different product, such transactions are covered under eBay guarantee* program. You should approach eBay through any of the channels mentioned above & register your claim. eBay will work with you & the seller to ensure that you receive either a replacement or refund once the product is returned back to the seller

 

I have received an empty box, am I protected & what should I do now?

You are protected if you do not receive the product you paid for. In such cases the once the claim is registered with eBay, eBay will work with the seller & Buyer and ensure that the buyer receives a refund or replacement for the purchase made.

 

I have received a broken / damaged product?

It is the sellers responsibility to ensure that the product is delivered in the condition mentioned in the listing. If you receive a broken or damaged product, you should approach eBay through any of the channels mentioned above & file your claim. eBay will work with you & the seller to ensure that you receive either a replacement or refund once the product is returned back to the seller

 

I have received a fake product. What should I do now?

If you receive a fake or counterfeit product, you should approach eBay through any of the channels mentioned above & register your claim. eBay will work with you & the seller to ensure that you receive either a replacement or refund once the product is returned back to the seller in its original unused condition. In order to take action against the seller, eBay may request you to provide a proof which indicates the item received was fake or counterfeit.

 

 

What are the benefits of the eBay Guarantee* program for a seller?

eBay Guarantee* will benefit the sellers in following ways:

A faster and more efficient claim Resolution and Buyer Protection program

Multiple channels to register your concern including Customer Support and My PaisaPay will ensure that buyers resolve concerns in a timely fashion. This will allow sellers to resolve claims when they are fresh.

eBay Customer Support representatives will actively follow up with both buyers and sellers to get cases resolved as soon as possible.

If the seller successfully resolves the buyers concern, seller will not get impacted negatively under SNP. Only sellers who do not resolve Buyer concern or do not resolve the buyers concern will be impacted under SNP.

If a seller decides to refund buyer money or buyer decides to get a refund, eBay will refund the money and will claim from the seller.

If eBay decides to protect the buyer in a cases where a seller is not at fault, eBay will protect such sellers under the eBay Seller Protection Program

 

How do I appeal against the claim raised by the buyer?

When a buyer registers a claim with eBay, eBay will communicate with you and inform you about the claim being raised and action expected. You will have 7 days to respond to the email.

 

I shipped the item, but the courier company will take time in providing proof of delivery. What do I do?

If you have shipped via a courier that provides online tracking, proof of dispatch will be sufficient to track delivery of the item. If you are using a courier that does not provide online tracking, then you will be required to provide proof of delivery. We recommend our sellers to use a courier that provides online tracking.

 

I have sold to an international buyer and have used registered post to ship the item. What do I do?

Most international buyers use PaisaPay to make payment. We understand that for low value items, sellers use cheaper shipping methods like Registered Post. Therefore, for products worth less than Rs. 2000, the registered post proof of dispatch is considered as proof of delivery. If a buyer requires a refund in such cases, then you can claim protection under eBay seller protection program.

 

eBay is covering the buyer when he is not satisfied with the transaction. What if the item is as described and yet buyer is not satisfied by the transaction?

The objective of the claim resolution process is to ensure that the case is resolved to the satisfaction of both buyers and sellers.

 

Why are there different timelines for eBay Guarantee* and Dispute Console?

Dispure Console aggregates all claims that a member has on all eBay sites including US, UK, Australia etc. However, eBay Guarantee* protects all transactions done only on eBay India site. Therefore eBay Guarantee* timelines are different from that of Dispute Console.

 

A buyer has filed for claim beyond the timelines acceptable by eBay guarantee*? Will the outcome of the result impact my Seller Non Performance ratings?

While eBay will not protect the buyer after the timelines are over, if a case has been opened in the Dispute Console, it will impact seller's SNP ratings. Also, as a good business practice, we recommend that our sellers work with the buyer to get any buyer concerns resolved to the best of their ability.

 

I have shipped correct item, but the buyer is claiming that the item is not as described. How will eBay decide in such cases?

In cases, where seller disagrees with the SNAD claim, eBay may require the buyer to provide proof that the product is not as described.

In the interest of avoiding claims, we will recommend that sellers give as clear description of item as possible and not leave any scope of misinterpretation for buyer. Since a picture speaks a thousand words, it is advisable to use as many pictures of the product as possible.

 

I have sold a new branded product with manufacturing warranty & invoice, which buyer claims has problem. Why should I get impacted in such cases?

For transaction involving manufacturer warranty (with proper invoice) & if the claim is with regards to technical problems faced by the buyer eBay will in most scenarios guide the buyer to go to the authorized service center for resolving the concern. But if the buyer has received the product in damaged condition or some components of the item were missing or the item was significantly different then what was mentioned in the listing, in such cases eBay will accept the claim raised by the buyer & expect the seller to resolve the same

 

The buyer has agreed to send the item back and has given Proof of Dispatch. But I have not received it yet. How do I send a replacement?

Once the seller receives an email from eBay informing him to dispatch the replacement product, he can go ahead with the dispatch. In an event where he does not get the original item back, seller can claim protection under eBay Seller Protection.

 

The buyer has returned my original product but it is broken / used. How am protected in such cases?

In case a buyer sends the product to the seller in broken / used condition, seller can claim protection under eBay Seller Protection.

 

eBay refunded the money to the buyer. How will the money be recovered by eBay from the seller?

For PaisaPay transactions, eBay will recover the money from the sellers PaisaPay account. In case of non PaisaPay transactions or instances where the PaisaPay account has gone negative due to such refunds, eBay will require the seller to send a cheque / Demand Draft of the entire amount in favour of eBay India Pvt Ltd.

 

How do I claim protection under eBay Seller Protection program?

Seller will need to write about the case details to sellerprotection@ebay.com and the team will get in touch with the seller to resolve seller's concern.

 

Which are the cases when a seller will get negatively impacted for Seller Non Performance (SNP)?

 

What is the eBay Seller Protection Policy for eBay guarantee*?

The eBay Seller Protection program will provide Seller protection to sellers when refunds / claim payouts are initiated by eBay to the buyer through the eBay Guarantee*program and.

 

I have resolved the case with the buyer. Can the buyer still leave negative / neutral feedback for me?

eBay Feedback system is independent of eBay Guarantee* and buyers will continue to have the right to leave feedback that they think is appropriate for the transaction. At the same time, it has also been noticed that if a buyer's concerns are resolved quickly, it impacts his perspective and experience about the transaction and reduces his chance of leaving a negative feedback.

 

I have resolved the case and yet the buyer left me negative feedback. What do I do?

If a seller feels that the feedback is unjustified, he can: