Dear Sellers,
It has always been our top priority to maintain a safe and healthy trading environment at eBay. We want to ensure that our sellers do the right thing and give their buyers a good experience for every transaction. You are aware that buyers use the eBay platform to raise disputes in the form of claims for Item Not Received (“INR”) or Significantly Not As Described (“SNAD”). eBay ensures that sellers are kept informed for any buyer claims and the actions required to be taken by them to resolve them to maintain their account standard and selling metrics.
To ensure buyers have a great experience on eBay, eBay is launching the new consequence guidelines for INR and SNAD claims for eBay India CBT Sellers.
Program Details: As an eBay INCBT seller, you shall be required to maintain the following thresholds with regards to INR and SNAD claims opened in your account:
|
Claim Type
|
Threshold
|
|
INR
|
Less than or equal to 3% of total paid transactions and less than 3 claims
|
|
SNAD
|
Less than or equal to 2% of total paid transactions and less than 2 claims
|
What is going to happen in this program:
eBay shall send you a “warning” email when the claim rate for INR or SNAD or both exceeds the thresholds above. If the claim rate does not reduce below the above thresholds, then your account shall be subject to restrictions placed by eBay.
Here’s a glimpse of the step-by-step process:
| Claim |
INR |
SNAD |
| Threshold |
>3% claim rate of paid transactions and 3 or more claims |
>2% claim rate of paid transactions and 2 or more claims |
| Steps |
Evaluation Period
|
Date |
Action |
Action |
|
Step 1
|
1 January - 31 March 2022
|
6/7th April 2022
|
Only warning email sent. No action/restriction |
Only warning email sent. No action/restriction |
| Step 2 |
1 February - 30 April 2022
|
6/7th May 2022
|
*certain % reduction in site wide limits and Free listings
|
*certain % reduction in site wide limits and Free listings
|
| Step 3 |
1 March - 31 May 2022
|
6/7th June 2022
|
Additional *certain % reduction in site wide limits and free listings
|
Additional *certain % reduction in site wide limits and free listings
|
|
Step 4
|
1 April - 30 June 2022
|
6/7 July 2022
|
No buying and selling at eBay at all. Full restriction applied
|
No buying and selling at eBay at all. Full restriction applied
|
| Notes: No action if the open claim rates and nos. are within threshold as mentioned above in the evaluation period |
The above tabular format is for understanding purpose.
How can you appeal?
- You can appeal against the penalty by email to indiacbtcollections@ebay.com / connecting with your eBay account managers;
- eBay team shall take up the appeal case and either confirm the penalty or remove the penalty;
- You must appeal within 15 days of receiving the penalty email;
- eBay shall not accept any appeal beyond the above 15 day period.
The new consequence guidelines will come into effect from 8th April, 2022 via email. The initial evaluation period shall be for of 1 January to 31 March, 2022.
*Please check your email for the exact amount of percentage penalty.
Happy selling
Thanking you
India CBT Team
