Buyers who Want to Use PayPal are Being Denied on eBay.com

Today I began receiving emails enmasse from potential bidders and potential buyers.  All of the emails were from eBayers who wanted to purchase my items, who had active PayPal accounts that were linked to their eBay IDs, and had been eBay members for many years.  Some of these folks were registered in 1998.  They were all reporting that they were unable to buy / bid on my items.

It is not unusual for me to receive several emails a day from people who want to buy from me but who are unable to do so.  My listings are all “PayPal Required” so anyone without a PayPal account has to ask me for permission to use an alternate payment method.  And I have the eBay “Bidder Requirements” set as high as possible so that eBayers who have too many Unpaid Item Strikes (UPIs) or other policy violations are automatically blocked.

Today was different, though.  Today the sheer number of emails was alarming and a quick review of these eBayer’s accounts told me that these were quality bidders who should not have been blocked from my listings.   So I began investigating.   My first stop was the eBay announcement boards which yielded no information.  Then the eBay user’s community boards had one post which described my exact problem and one person said that they were told by eBay Live that there was a “glitch” and that eBay was aware of the problem and was working on it.  No other details were available.

So, I get on the phone with eBay Powerseller Support.  Frankly I am thinking that they should install a special Batphone-type communication system for someone like me, someone who calls in several times a week.  I should not have to wait on hold for 13 minutes before being allowed to report yet another glitch.  Fortunately, I always keep a pile of work sitting on the corner of my desk — a pile of work that can be done while I am on hold with eBay.  It sure makes the wait time less frustrating when I am busy doing something.

I am able to speak today with a very nice Powerseller rep who admits to selling sporadically on eBay over the last year.  The young man is very polite, very helpful, and even somewhat knowledgeable.  He tells me that about 7 - 14 days ago, eBay experienced a glitch whereby some eBay users’ PayPal email addresses came “unlinked” from their eBay account.  But he assured me that the eBay Team was aware of the problem and the ”unlinking” had stopped.  That is great news.  Now, what about the folks whose PayPal email addresses were removed?   Why has there not been an announcement made?  I was told that eBay was still investigating and so no announcement had been made because, at this time, no one is really sure how many eBayers have been affected and glitches are only announced when the problem is site-wide or when a huge number of users are affected.

But what about the users who were affected?  Their emails to me indicated that, first of all, they had security concerns about the eBay site because they were being asked to provide their PayPal password in order to bid on my items (which I am assuming is how the system was attempting to get them to link their Paypal email address) and they were also specifically concerned about me and why I would want their Paypal password because this only happened on my listings.  The potential buyers’ emails to me also indicated that they were frustrated  at having a problem purchasing my items and they appeared to be insulted that I would not let someone like them (someone with good feedback, a Paypal account in good standing, and a PayPal account linked to their eBay I.D.) purchase my items. 

It is safe to assume that I have lost a fair number of sales recently due to eBay’s “glitch” which penalizes sellers such as myself who use “PayPal Required” listings.  I use the PayPal Only Requirement to cut down significantly on nonpaying bidders.  eBay recommends PayPal only or Instant Payment listings.  But now, another one of eBay’s glitch is costing me sales.  I am sure there are many potential buyers that never even emailed me to express their frustration or to inquire about how to fix the problem they were encountering.  Instead, they went to someone else’s listing to purchase or they logged out of eBay altogether and went to a ”more secure” site which did not ask for their PayPal password when they attempted to make a purchase. 

And, of course, I now get the job of “educating” eBayers (who emailed me with details of the problem) on how to link their PayPal email addresses to their eBay ID account again.   Of course I am frustrated with eBay.  I am frustrated with the glitch-infestation and I am frustrated that eBay will not put out an announcement letting people know about the problem along with the details of the simple fix.  It is me, the eBay seller, who suffers the lost sales and I am the one who is tasked with informing buyers about the problem and letting them know they can purchase my items after they fix the problem that the eBay glitch caused for them.  And, naturally, a frustrated eBay buyer is exactly the kind of buyer who I expect will downgrade me on my DSRs to express their frustration.  After all, how else can they communicate their unhappiness with the eBay system?

For anyone who needs to “link” their PayPal email address to their eBay I.D., the following steps should help you:

1. Log into your eBay account.

2. Go to “My eBay”.

3. On the left hand side of the screen under “Account”, click on the “Addresses” link.

4. Next, click on “View All Shipping Addresses”.

5. If the “Add PayPal Address” button appears then you do not have your PayPal email address linked to your eBay account.

Any eBayer who does not have their PayPal email address linked to their eBay I.D. will be blocked from bidding on a listing that is “PayPal Required”.  And since all of my listings are currently “PayPal Required”, I now know why some of my items are not selling as well as I had anticipated.  What is the point in maintaining good DSRs and becoming educated on Best Match so that I can appear at the top of the searches when the good eBay buyers are being denied access to purchasing from me because of an eBay glitch that eBay will not announce?

How Does the eBay BEST OFFER Option Really Work?

The eBay “BEST OFFER” option is supposed to allow the eBay buyer and seller to negotiate a lower price.  The negotiation begins with the seller choosing to use the BEST OFFER option on a fixed price or store inventory listing.  Then the buyer makes an offer to the seller using the formal BEST OFFER system rather than simply exchanging emails and conducting a transaction outside of eBay.  The seller can accept the offer, can reject the offer, can make a counter-offer, or simply ignore the offer.  The offer and/or counter-offer is good for 48 hours unless the auction ends sooner.  Below is information I copied directly from the eBay website:

 

Making a Best Offer - Information from the eBay site for Buyers

 

Best Offer is an option available for Buy it Now items that allows you to make an offer to buy the item at a price that you select. The seller can accept, decline or counteroffer your Best Offer. A seller chooses to receive Best Offers when creating a listing for an item. If you see the Make Offer button in the listing below the Buy it Now price, the seller has decided to consider Best Offers from buyers.

Important: If the MakeOffer button does not appear on the listing, the seller is not interested in receiving offers and you should not try to contact this seller through other means to negotiate price or terms. This is a violation of eBay’s Offers to Buy or Sell Outside eBay policy.

When to Respond to a Best Offer

You should use Best Offer only when you’re serious about purchasing the item, service or property at your Best Offer price. Like the bids made on auction-style listings, your Best Offer is binding. if your offer is accepted by the seller, you are obligated to pay for the item, service or property.

Best Offers are good for 48 hours, or until the listing closes, whichever comes first.

Best Offer gives you the chance to negotiate the price with the seller. One advantage of a Best Offer is that you have the opportunity to buy the item at a lower price than the Buy It Now price. However, you should only make what you consider to be your “best” offer for the item because any seller who receives multiple offers for an item is likely to accept the highest Best Offer.

 

Making a Best Offer - Information from the eBay site for Sellers

If you are selling an item with a fixed price, as part of the listing process you can choose the Best Offer option. With Best Offer, you give buyers a chance to negotiate with you on price. It’s used mostly for high-price items such as cars, boats, and jewelry. Each Best Offer is good for up to 48 hours. A Best Offer is binding, just like any other bid. There is no charge to use Best Offer but it does have some limitations and restrictions.

After you receive a Best Offer, you can do one of the following:

• Accept the Best Offer and end the listing.
• Decline the Best Offer. You can explain your reasons to the buyer if you want to.
• Respond with a counteroffer. If the buyer doesn’t respond within a reasonable amount of time, you can let the counteroffer expire.
• Let the offer expire after 48 hours or when the listing ends, whichever comes first.

Now that I have described how the BEST OFFER system is meant to work, I’ll tell you how eBay’s BEST OFFER system really works.  First, never a day goes by without a potential eBay buyer emailing me to ask if I would take less for an item I have listed that does NOT have the Best Offer option.  Some days I have dozens of those emails.  And to each and every one of the potential buyers I have to respond to let them know that the item they are inquiring about does not have the BEST OFFER option and I give a short explanation of the BEST OFFER option.  Now, of course, half the time the potential buyer comes back and is extremely agitated.  They make sure to tell me that they know what the BEST OFFER option is, they know that the item did not have a BEST OFFER option and that is why they were emailing me, and that they are not stupid and geez! they were just asking a simple question where I could have simply responded with a no instead of explaining the BEST OFFER system.

 

Someone who doesn’t sell on eBay might be asking themselves why I am “complaining” and why I don’t just ignore the emails.  I am certainly not required to answer all emails that are asking me to violate eBay policy.  Well, I will tell you why.  Sometimes, we are not able to answer all emails right away, especially during the holidays, and the type of emails asking for “good deals” are one of the first that get pushed to the side. 

However, our experience has been that some eBayers will take a “no response given” as a “yes”.  If you don’t tell them no specifically then they feel it is safe to assume that you agree with their request.  This type of buyer will usually wait a day or two (although sometimes only a few hours) and without a response from me, they will purchase the item(s) in question and then deduct the ”discount” they had inquired about.  For example, sometimes they ask if they can get $1 off each item if they buy 5 different items and so at the time of checkout they will subtract the $5 discount that was self-awarded.  And this has occured previously (I have first-hand experience) because I do not respond to their email request to have a better price.

Now, since eBay buyers can self-award discounts and when those discounts are not honored by the seller the buyers can leave negative feedback and/or report the seller for nonperformance if they do not ship for the lower price, eBay sellers today are then effectively forced to respond quickly to email requests from buyers who want to purchase the item at a discount.  eBay does not consider it extortion for the buyer to request a discount.  If the buyer asks for free golf balls to be sent with their golf club purchase then that is extortion according to eBay.  Demanding a discount, either before or after shipment, is not extortion according to eBay.  So, we spend time responding promptly to potential buyers who want cheaper items rather than focusing our efforts first on timely shipping and good customer service to buyers who do purchase our items.

Now, this type of thing is not limited to just the BEST OFFER option.  If you do not specifically say in your auction description that Local Pickups are NOT Allowed then some Buyers will absolutely put their foot down and demand that you make the item available for local pickup.  “You didn’t say in your auction that I couldn’t pick up the item… and you are in my local area… so I am going to come by and pick up the item.”  So, if you wonder why some sellers auction listing terms are incredibly long, it is because they have to include everything they will NOT do because otherwise eBay buyers will demand that they allow whatever it is that was not included as part of the terms.

But I digress… back to the BEST OFFER option.  Even when a potential buyer uses the BEST OFFER option formally there are still problems.  For example, I had one potential buyer use the BEST OFFER system to submit an offer for an item that he wanted to purchase for less than half the price I had listed.  I read the email that came in on a Saturday but I didn’t respond.  Normally, I would have checked the person’s feedback and considered making a counter-offer but the initial offer was so low that I didn’t take action at the moment the offer first came in.  And I got really busy Monday morning taking care of customers and so the offer expired.   This is the email I then received from the potential buyer:

“I made an offer for your item. Rules say you are to respond in a resonable period of time. Now I get notice that my offer expired. My offer has not expired! I belive you have failed to follow the rules and that my offer, not responded to by you, becomes the selling price. Please confirm my right to purchase immediately….I am a clergyperson. This is the best I can do.”  signed Rev Ray

I took a deep breath and then proceeded to block yet another potential buyer because I saw what was coming next – Rev Ray was going to purchase the item at the full price and then subtract out 60% of the cost in order to arrive at the discounted price that he so rightly deserves (in his own mind).

The frustrating part about selling on eBay now is that I have a harder time taking care of the good eBay buyers.  I am so busy battling eBay directly with all the glitches and unexpected problems and rule changes and I am so busy  blocking the numpty buyers and answering emails from eBayers wanting a “better deal” that my priority is no longer the true customer, the eBay buyer who actually purchases my item at the price I set and agrees to the terms I have listed and actually then pays for the item timely.    eBay simply doesn’t understand.  I am a businessperson.   I want to take care of the buyers who purchase my items because I want them to come back and buy from me again.  I want to provide good customer service.  I want to have a good reputation.  But it is becoming harder and harder to offer good customer service within the eBay system and eBay will not recognize the fact that they are creating and nurturing a system where even the best of sellers are set up to fail.

PayPal User Agreement Amendement Effective 9/30/08

COPIED DIRECTLY FROM the PAYPAL.com WEBSITE Amendment to the PayPal User Agreement

Effective Date: September 30, 2008
A. PayPal is going to have a newly revised seller protection policy. The new seller protection policy terms below will apply to Claims, Reversals and Chargebacks filed beginning 09/30/08.

11.1 What is PayPal seller protection?

Protection for Claims, Chargebacks, or Reversals based on the following reasons:

• Unauthorized Payment
• Item Not Received

Seller protection is available for transactions with buyers everywhere PayPal is accepted. Seller protection does not provide protection for Significantly Not as Described (SNAD) Claims, Chargebacks, or Reversals or for items that you deliver in person.

11.2 How much protection is provided by PayPal seller protection?

PayPal will protect you for the full amount of the eligible Claim, Chargeback, or Reversal and waive the Chargeback Fee, if applicable. There is no annual limit on protection.

11.3 What happens when a buyer files a Claim, Chargeback, or Reversal?

PayPal will place a temporary hold on the funds in your account to cover the full amount of the Claim, Chargeback, or Reversal. If PayPal determines that the payment is covered by seller protection, we will release the hold and restore your access to the funds.

If the payment is not eligible for seller protection, PayPal will remove the funds from your account and return the payment to the buyer. In addition, you will be responsible for PayPal’s Chargeback Fee, if applicable.

11.4 What are the eligibility requirements for PayPal seller protection?

You must meet all of these requirements to be covered:

• Ship the item to the shipping address on the “Transaction Details” page.
  • You may access the “Transactions Details” page by logging into your PayPal Account, selecting “History” and then selecting “Details” for the transaction.
• Follow the shipping requirements described below.
• Respond to PayPal’s requests for documentation and other information in a timely manner.
• The transaction must be marked eligible or partially eligible for seller protection on the “Transaction Details” page.
  • If it is marked eligible, protection for both Unauthorized Payments and Item Not Received will apply. If it is marked partially eligible, protection for only Item Not Received will apply.
  • Items sold on eBay will be marked eligible even if the shipping address is marked unconfirmed. Generally, items sold on websites other than eBay will be marked eligible if the shipping address is marked confirmed and partially eligible if the shipping address is marked unconfirmed.
• The item must be a physical, tangible good that can be shipped.
• Your primary residence, as listed in your PayPal Account, must be in the United States.

11.5 What are the shipping requirements?

Shipping requirements	Protection for Unauthorized Payment	Protection for Item Not Received
Proof of Shipment	×
Proof of Delivery		×
Shipment within 7 calendar days of receipt of payment *		×

* If the payment is for pre-ordered or made-to-order goods, shipment is required within the timeframe specified in your item listing.

11.6 What is “Proof of Shipment”?

Online or physical documentation from a shipping company that includes all of the following:

• A status of “shipped” (or equivalent) and the date of shipment.
• The recipient’s address, showing at least the city/state or zip code (or international equivalent).
• Official acceptance from the shipping company (for example, a postmark, a receipt, or online tracking information).

Or, if you have Proof of Delivery then you do not need Proof of Shipment.

11.7 What is “Proof of Delivery”?

Online documentation from a shipping company that includes all of the following:

• A status of “delivered” (or equivalent) and the date of delivery.
• The recipient’s address, showing at least the city/state or zip code (or international equivalent).
• Signature Confirmation for transactions that total $250.00 USD or more (see Foreign Currency Equivalents below).

11.8 Which shipping services provide Proof of Shipment, Proof of Delivery, and/or Signature Confirmation?

You may use any shipping service that meets PayPal’s shipping requirements. The following services meet the requirements:

Shipping From	Shipping To	Value Of Items	Shipping Services
Anywhere	Anywhere	Any value	Any international shipping service that provides door-to-door tracking that is viewable online, such as those offered by UPS, FedEx, or DHL
United States	United States	Less than $250.00 USD	USPS: any service with Delivery Confirmation
United States	United States	$250.00 USD or more	USPS: any service with Signature Confirmation
United States	Anywhere	Less than $250.00 USD	USPS: Priority Mail with the Customs Declaration form (tracking not available for all destinations)
United States	Anywhere	$250.00 USD or more	USPS: Express Mail

11.9 What are examples of items/transactions that are not eligible for seller protection?

• Claims, Chargebacks or Reversals for Significantly Not as Described
• Items that you deliver in person
• Intangible items, licenses for digital content, and services
• Transactions made through PayPal Direct Payment or Virtual Terminal

11.10 Seller Protection Policy Definitions.

• “Chargeback” means a challenge to a payment that a buyer files directly with his or her credit card company.
• “Claim” means a challenge to a payment that a buyer files directly with PayPal.
• “Item Not Received” means a challenge from a buyer claiming that the item purchased was not received.
• “Reversal” means a challenge to a payment that a buyer files directly with his Bank, or is initiated by PayPal.
• “Signature Confirmation” means documentation that can be viewed online at the shipping company’s website and indicates that the item was signed for on delivery.
• “Unauthorized Payment” means a challenge from a buyer claiming that he or she did not make the payment, and that the person who made the payment was not authorized.

11.11 Foreign Currency Equivalents ($250 USD)

350 Australian Dollar (AUD)	55,000 Hungarian Forint (HUF)	800 Polish New Zloty (PLN)
325 Canadian Dollar (CAD)	1,000 Israeli Shekel (ILS)	150 Pound Sterling – United Kingdom (GBP)
6,000 Czech Republic Koruna (CZK)	28,000 Japanese Yen (JPY)	400 Singaporean Dollar (SGD)
1,500 Danish Krone (DKK)	2,200 Mexican New Peso (MXN)	2,000 Swedish Krona (SEK)
200 Euro (EUR)	380 New Zealand Dollar (NZD)	330 Swiss Franc (CHF)
2,000 Hong Kong Dollar (HKD)	1,600 Norwegian Krone (NOK)

B. PayPal is going to have a newly revised protection for buyers policy. The new terms below will apply to Claims filed beginning 09/30/08.

13.1 How am I protected if I have a problem with a purchase?

PayPal has two programs to help protect you:

• PayPal Buyer Protection (for eligible items purchased on eBay)
• PayPal Buyer Complaint Policy (for all other items purchased on or off eBay)

13.2 What types of problems are covered?

PayPal’s programs help you if you encounter either of these problems:

• Item Not Received (INR)
• Significantly Not as Described (SNAD) (see definition below)

If your problem is a transaction that you did not authorize, please report the unauthorized transaction through the PayPal Security Center at https://www.paypal.com/security.

13.3 PayPal Buyer Protection

1. What are the eligibility requirements for PayPal Buyer Protection? You must meet all of these requirements:
   • Use PayPal to purchase an eligible item on eBay.
   • Pay for the full amount of the item with one payment. Items purchased with multiple payments – like a deposit followed by a final payment – are not eligible.
   • Send the payment to the seller through:
     • The eBay “Pay Now” button or the eBay invoice, or 

     • The “Send Money” tab on your PayPal account overview page by selecting “Pay for eBay Items” and entering your eBay User ID and the eBay item number.
   • Open a Dispute within 45 days of the date you sent the payment – then follow the online dispute resolution process described below under Dispute Resolution.
   • Keep your PayPal account in good standing.
2. How do I know if I’m purchasing an eligible item on eBay? Look for the buyer protection message in the eBay listing in the right hand column under the “Buy Safely” banner. If you see this message, and you meet the eligibility requirements, then your purchase is covered by PayPal Buyer Protection. You can also view this message after you complete your purchase by logging in to your eBay account, going to “my eBay” and looking at the listing. If the listing does not include the buyer protection message, then it is not eligible for PayPal Buyer Protection.

   The buyer protection message will vary based on the eBay website. Here are examples of the buyer protection message:

eBay.com (uncapped coverage)

Pay with PayPal and you’re covered. See eligibility

eBay.ca (capped coverage)

This item is covered up to C$2000 See eligibility

 

This item is covered up to C$200 See eligibility

1. How much coverage do I get with PayPal Buyer Protection? If you see the eBay.com buyer protection message “Pay with PayPal and you’re covered”, and if PayPal finds in your favor on your Claim, PayPal will reimburse you for the full purchase price of the item and original shipping costs – with no cap on coverage. If the buyer protection message includes a cap on coverage (such as the message on eBay.ca above), and if PayPal finds in your favor, then PayPal will reimburse you for the full purchase price of the item and original shipping costs, up to the coverage cap specified in the buyer protection message. The amount of coverage varies based on the eBay website where the purchase is made.

   PayPal will not reimburse you for the return shipping costs that you incur to return a Significantly Not as Described item to the seller or other party PayPal specifies. If the seller presents evidence that they delivered the goods to your address, PayPal may find in favor of the seller even if you did not receive the goods.

13.4 Dispute Resolution

If you are unable to resolve the problem directly with the seller, go to the Resolution Center and follow this process:

Open a Dispute.

Open a Dispute within 45 days of the date you made the payment for the item you would like to dispute.

Escalate the Dispute to a Claim.

If you and the seller are unable to come to an agreement, escalate the Dispute to a Claim within 20 days after opening the dispute.

You must wait at least 7 days from the date of payment to escalate a Dispute for an Item Not Received (INR), unless the Dispute is for $2,500 or more. If you do not escalate the Dispute to a Claim within 20 days, PayPal will close the Dispute.

Respond to PayPal’s requests for information in a timely manner.

During the Claim process, PayPal may require you to provide documentation to support your position. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies.

Comply with PayPal’s shipping requests in a timely manner.

For Significantly Not as Described (SNAD) Claims, PayPal may require you to ship the item back to the seller - or to PayPal - or to a third party at your expense, and to provide proof of delivery.

For transactions that total less than $250, proof of delivery is confirmation that can be viewed online and includes: the delivery address, delivery date, and the URL to the shipping company’s web site if you’ve selected “Other” in the shipping drop down menu. For transactions that total $250 or more, you must get signature confirmation of delivery.

How is the Claim resolved?

Once a Dispute has been escalated to a Claim, PayPal will make a final decision in favor of the buyer or the seller. You may be asked to provide receipts, third party evaluations, police reports, or anything else that PayPal specifies. PayPal retains full discretion to make a final decision in favor of the buyer or the seller based on any criteria PayPal deems appropriate. In the event that PayPal makes a final decision in favor of the buyer or seller, each party must comply with PayPal’s decision. PayPal may require the buyer to ship an item that the buyer claims is Significantly Not as Described back to the seller (at the buyer’s expense), and PayPal may require a seller to accept the item back and refund the buyer the full purchase price plus original shipping costs. In the event a seller loses a Claim, the seller will not receive a refund on his or her PayPal or eBay fees associated with the transaction.

13.5 PayPal Buyer Complaint Policy

1. What is the PayPal Buyer Complaint Policy?It is PayPal’s process to help you resolve a problem with a seller through the PayPal Resolution Center for purchases that are not eligible for PayPal Buyer Protection.The PayPal Buyer Complaint Policy is similar to PayPal Buyer Protection in that it enables buyers to file Disputes for Items Not Received (INR), or for items that are Significantly Not as Described (SNAD). However, recovery of any amounts is not guaranteed and is limited to the amounts that PayPal can recover from the seller’s Account, even if PayPal makes a final decision in your favor.
2. What is the process for the Buyer Complaint Policy? Similar to PayPal Buyer Protection, you must file a Dispute in the PayPal Resolution Center within 45 days of the date you sent the payment. Once you have done so, you should attempt to resolve the Dispute directly with the seller.
3. What happens if I am unable to resolve the Dispute directly with the seller?You may escalate the Dispute to a Claim within 20 days of the date you filed the Dispute. PayPal will make a final decision for some - but not all - Claims.PayPal will generally make a final decision for an Item Not Received (INR) Claim, but will not make a final decision for a Significantly Not as Described (SNAD) Claim, or Claims involving the following purchases: intangible items, licenses, airline flight tickets, services, vehicles, live auctions, real estate, classified ads on eBay, or other items as determined by PayPal (collectively “Ineligible Items”). This means that unless the seller voluntarily refunds your money, you will not recover any amounts for a SNAD Claim or a Claim for an Ineligible Item filed under the Buyer Complaint Policy.
4. What if PayPal makes a final decision in my favor? If PayPal makes a final decision in your favor, we will collect any available funds in the seller’s PayPal balance at that time. However, recovery is not guaranteed and is limited only to the amounts that PayPal can recover from the seller’s Account. Any amounts collected from the seller will be placed in your Account.

13.6 SNAD Definition

What is Significantly Not as Described (SNAD)?

An item is Significantly Not as Described if it is materially different than what the seller described in the item listing. Here are some examples:

• You received a completely different item. Example: You purchased a book and received a DVD or an empty box.
• The condition of the item was misrepresented. Example: The listing said “new” and the item was used.
• The item was advertised as authentic but is not authentic.
• The item is missing major parts or features which were not disclosed in the listing.
• You purchased three items from a seller but only received two.

An item is not Significantly Not as Described if it is materially similar to the seller’s item listing description. Here are some examples:

• The defect in the item was correctly described by the seller.
• The item was properly described but you didn’t want it after you received it.
• The item was properly described but did not meet your expectations.
• The item has minor scratches and was listed as used condition.

 

13.7 What items are not covered by PayPal’s Protection for buyers?

PayPal’s protection for buyers only applies to payments for tangible, physical goods that can be shipped. Payments for intangibles, services, custom made items, airline flight tickets, eBay classified advertisements, items prohibited under our Acceptable Use Policy or licenses and other access to digital content are not eligible under PayPal’s protections for buyers.

13.8 Relationship between PayPal’s protection programs and Chargebacks

Credit card chargeback rights, if they apply, are broader than PayPal’s protection programs. Chargeback rights may be filed more than 45 days after the payment, may cover unsatisfactory items even if they do not qualify as SNAD, and may cover intangible items.

You may pursue a Dispute/Claim with PayPal, or you may contact your credit card company and pursue your chargeback rights. You may not pursue both at the same time or seek a double recovery. If you have an open Dispute or Claim with PayPal, and also file a chargeback with your credit card company, PayPal will close your Dispute or Claim, and you will have to rely solely on your chargeback rights.

If PayPal does not make a final decision on your Claim until after your credit card issuer’s deadline for filing a chargeback, and because of our delay you recover less than the full amount you would have been entitled to recover from the credit card issuer, we will reimburse you for the remainder of your loss (minus any amount you have already recovered from the seller).