sg51's Ebay and Paypal blog: Sellers who engage SNAD wars end up in pain.

Friday, January 21, 2011

Sellers who engage SNAD wars end up in pain.

To make a long story short, he bought my product, filed a SNAD, I challenged it, PayPal agreed, but then he filed a chargeback and my PayPal account went negative and I was unable to sell anything on eBay since then. The guy left me a negative feedback, which marred my otherwise 100% score.

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The Feedback Solution

This suggestion is explicitly put into the public domain.

Buyers need protection, but feedback has to go. It's killing international sales, and sellers in general are subject to extreme penalties for infractions both real and imagined.

The solution is two pronged. Rather than feedback, we need:
1. A guaranteed return policy
2. A form for submitting reports of misbehavior

The Guaranteed Return Policy
1. Guaranteed by ebay (once buyer files Intent to Return).
2. No reason required. Optionally, may be supplied.
2. Seller pays both way shipping (which is why buyer is motivated to use this mechanism rather than CC chargeback).
3. A return is counted against both buyer and seller, but scores are kept in private.
4. Sellers can block a bid which potentially would be the 4th return per 50 or per year (buyer gets 2 silver bullets for free).

Ebay can sanction buyers or sellers who demonstrate excessive returns.

The Form

Offered to buyers instead of feedback. Available to both buyers and sellers, linked from item.
1. Report NPS by seller
2. Report suspected fake/counterfeit sale
3. Report inappropriate buyer behavior, such as a request for undeserved partial refund, or degraded return item.

The results of filing such strikes are kept in private. Ebay can use them to punish or reward sellers as ebay sees fit. They can be appealed, and the appeal can be handled as appropriate.

Buyer can still make contact and ask for a partial refund, but the threat is bounded, and will count against buyer as well as seller.

sg51's Ebay and Paypal blog

Friday, January 21, 2011

Sellers who engage SNAD wars end up in pain.

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The Feedback Solution

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