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eMBG : ebay money back garantee

eMBG : ebay money back garantee. Amélie Guignier. Agenda. What’s eBay Money Back garantee ? Timelines How to identify an eMBG case? How to handle an eMBG contact? INR SNAD Issue 185 eBP Tool. What’s eBay Money Back garantee ?.

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eMBG : ebay money back garantee

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  1. eMBG : ebay money back garantee Amélie Guignier

  2. Agenda • What’s eBay Money Back garantee? • Timelines • How to identify an eMBG case? • How to handle an eMBG contact? • INR • SNAD • Issue 185 • eBP Tool

  3. What’s eBay Money Back garantee? • eBay Money Back Guarantee protects buyers in case of items not received or not as described if paid via paypal. • Buyer are covered if item isbought on UK, Us or DE site (Transaction site) regardless of their registration site and site item waslisted on (listing site) ebay money back garantee

  4. eMBG: Timelines Opening a case: US : 30 daysfrom the estimateddelivery date (EDD+30 days). UK/DE : 45 daysafterpayment. UK : From April 3rd US timelines will apply (EDD+ 30days) Escalateto eBay CS: eMBGwillreview the case and take a final decisionwithin 48hrs. ebay money back garantee

  5. How to identify an eMBG case? • Go to Resolution centre in MyeBay. • If the case isopened on Paypal, membershould contact PayPal CS. • If an INR/SNAD case doesn’t mention PayPal, itcanbe an eMBG case. • If the item wasn’tpaid by Paypal the transaction won’tbecovered by eBay. ebay money back garantee

  6. How to identify an eMBG case? Check Transaction site in Agent Desktop: • Go to Item détail • Enter Item number • Click on Transactions tab to display Transaction details • Verify Transaction site • 0 : US • 3 : UK • 77: DE PRESENTATION TITLE GOES HERE

  7. How to identify an eMBG case? • Alternative solution FromResolution center: • See case details • Take actions • Si vous êtes invité à vous connecter sur un autre site ebay, le litige est eMBG ebay money back garantee

  8. Exercise : Is the buyer covered by eMBG? Case 1 : An italian seller listshis item on eBay.it and doesn’toffer international shipping. A US registeredbuyerbuy the item on ebay.it and pays withPaypal. Is hecovered by eMBG ? No, buyerisregistered on US site but transaction happened on ebay.it, buyeristherefore not covered by eMBG. (He’sstillcover by Paypal) Case 2 : A Dutch seller lists an item on ebay.nl withworldwide shipping. A UK buyerbuy the item on ebay.co.uk usingPayPal for payment. Is hecovered by eMBG? Yes, even if the item waslisted on ebay.nl, itisshowing as well on ebay.co.uk due to worldwide shipping. Here, transaction wasdone on ebay.co.uk and buyeriscovered by eMBG. ebay money back garantee

  9. Is the buyer coverred by eMBG? Case 3 : A Polish seller listshis item directlyfromebay.com. A brazilianbuyerwinsitfrom ebay.com and pays withPayPal. Is thisBrazilianbuyercovered by eMBG ? Yes, transactionsiteis ebay.com. Even if none of the members are registered on ebay.com buyerisstillcovered by eMBGbecause the transaction itselfmeets the program requirements. Case 4 : A Spanish seller listshis item directly on ebay.de offering international shipping A spanishbuyerbuysit on ebay.es and pays withPaypal. Is thisbuyercovered by eMBG ? No, the transaction happened on eBay.es. He’sstillcovered by Paypalbuyer Protection ebay money back garantee

  10. How to handle an eMBG case? • Check details of the case : When a case isopened on site whereeMBGapplies, you’llberedirected to the eBay site where case wasopened. (UK, US or DE). ebay money back garantee

  11. How to handle an eMBG case? Read all the communication betweenbuyer and seller: ebay money back garantee

  12. Case 1 : INR– Opened • Seller has to provide the trackingnumber in the case details. • To get the case closed on hisfavor, seller has to provide a proof of delivery. A proof of shipping won’tbeenough. • If the seller isunable to provide a proof of delivery case willbeclosed on buyer’sfavor. • UK and US only : If item’s value isover $750 or £750, seller will have to provide a proof of signature. • Seller canprovideanyadditional document to the case using the « Add Photos » feature in the case details. ebay money back garantee

  13. Cas 1 : INR– Closed • If seller doesn’treply in the case details, case willbeclosed on buyer’sfavor. • Buyercan close the case atanytime if hereceives the item. • Seller can issue a full refundfrom the case details. • If case expired, buyerwon’tbe able to escalate to eBay and fundswillbereleased for the seller. • If a case isescalated to eBay, seller willreceive an answerwithin 48hrs. • Case closed by eBay, several scenario: • Commercial gesture: buyerrefunded and seller keeps money. • Seller win, buyerfault : Seller was able to provide a proof of delivery. Buyercanstillappeal the case. • Buyerwin, seller fault : Seller didn’treply to the case, didn’tprovidetrackingnumber or trackingnumberwasn’tprovidingsuffcientdetails about the delivery. Seller canstillappeal the case. ebay money back garantee

  14. Case 2: SNAD - Open • Seller have to find an agreement with his buyer. He got four options : • Send a message to the buyer • Return the item for a full refund • Offer a partial refund • Offer a full refund • If no agreement can’t be found, buyer and seller can escalated the case to ebay CS. eBay will ask the buyer to return the item with a tracking number. • If the seller doesn’t respond to the case, it will be close in buyer’s favor. • Seller and buyer have to decide who pay the return shipping fees. • Escalated the case to ebay customer support: • If the case is escalated to the eBay CS, ebay will ask the buyer to return the item. • Buyer needs to give the tracking number in the case in order to be covert by ebay. • Seller needs to refund fully the buyer once he received the item back. ebay money back garantee

  15. Case 2: SNAD - Closed • Case closed by buyer/seller : • Buyer and seller found an agreement (full refund/partial refund/ or return of the item for a full refund) • Case closed by ebay customer service • Seller win, buyer fault • Buyer win, seller fault • If a case expired, that’s mean the buyer didn’t escalate the case to the customer support. PayPal fund are release to the seller. ebay money back garantee

  16. Appeal a decision – INR/SNAD – case close • Seller have 45 days after the closure date to appeal the decision. • If a seller wants to appeal the decision, escalate the case. PRESENTATION TITLE GOES HERE

  17. Cas 3 : Issue 185 –eMBG Invoices • If member have an issue 185 : Resolutions Recoup Required – CBT, member have to refund ebay follow an eMBG case that was closed on buyer’s favor. • eBay refunded the buyer, now the seller need to refund eBay. ebay money back garantee

  18. Issue 185 – eMBG invoices • To check the invoice details, go to CS invoice lookup • Member’s invoice: • Invoice status : • PENDING = ask the member to pay his invoice • PAID = If less than 72 hours, member have to wait and the issue should be close automatically. If more than 72hours > escalate the case. • CANCELLED = escalate the case http://phxaistmsweb01.phx.ebay.com/cgi-bin/cilt.pl ebay money back garantee

  19. eMBGTool https://billing/members/ebp/ ebay money back garantee

  20. Escalate : Appeal eMBG decision invoice eMBG (issue 185) who has been paid for more than 72hours Case close as seller favor and PayPal fund still on hold If the case is closed and the refund method does not work Answerit or escalateit? Answer to the email : • All query before case is open • Query regarding INR or SNAD • How to answer to the case • Impossible for the member to list internationally : issue 185 • How to pay the ebay invoice ebay money back garantee

  21. Questions : INR – ItemNotReceived SellerAsks - I have a case opened in the Resolution Center in English / German, why? - What can I do to win the case? • Why my money is hold by PayPal? • I have 1000€ block by PayPay, what should I give you to prove that the buyer received the item ? eBay Answers • You specified in your listing worldwide shipping and your listing is visible in US / DE / UK. • You have to give us the proof of delivery, sending proof isn't enough. I invite you to contact your post office - When a claim is opened, the funds are hold by PayPal until the case is resolved. • You have to give us the proof of delivery with signature for all items higher than £750/ $750. If case on ebay.de, we just need proof of delivery. ebay money back garantee

  22. eBay answer eBay can´t verify the items. If a buyer reports the item is a SNAD, and no solution can be found between you and the buyer, we will ask him to return the item to the seller You need to find an agreement between you and the buyer regarding the return fees. The buyer need to provide the tracking number in the Resolution Center. You can escalate the case and it´ll be reviewed by the eBP Department. Questions : SNAD – SignificantNot As Described Sellerasks • I describedtheitem as itwas! • Whatnow? How do I fixthis? - Whopaysfortheshipping of thereturnitem? - Whatifthebuyerdoesn´tshiptheitem? ebay money back garantee

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