How To

eBay Unpaid Items

Buyers automatically enter into a legally binding contract to purchase an item from a seller if they win an online auction or use the Buy It Now feature. eBay's Unpaid Item policy requires buyers to pay the seller for the items that they commit to purchase. After a listing has closed, eBay will make every attempt to contact the winning bidder and encourage them to successfully complete the sale. Additionally, the same process is used to recover the eBay commission fee charged when the buyer and seller agree to cancel a transaction.

eBay encourages all sellers to first attempt communication with the buyer in order to successfully complete the order. If the buyer fails to complete their purchase within 4 days of the transaction, a dispute can be filed by the seller to reclaim the fees associated with the unpaid listing.

If you can't work things out directly with the buyer, you can submit an Unpaid Item case, which creates a dialog between you and the buyer through our system and tracks your case. You need to be aware of the timing for resolving your case, because there are windows for when you can open and close the case and be credited for certain fees.

  • You can open an unpaid item case 2 to 32 days after the sale if you don't receive payment from the buyer. (Cases that are being canceled for mutually agreeable reasons can be opened anytime without waiting the two days for payment, but require that the buyer approve the cancellation in order to recover the eBay commission fee.)
  • The buyer has at least 4 days to respond to your case.
  • You need to close your case within 36 days from the time of the transaction.
    • You're credited the Final Value Fee and your trading partner is reported to eBay's Trust and Safety team.
    • On the 37th day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you are not credited the Final Value fee. Your trading partner is  not automatically reported to eBay's Trust and Safety team.
  • Once your case is closed by you or eBay, you can't reopen the case.

If you prefer to use the eBay UPI Assistant to process your unpaid items, that will coordinate properly with your ChannelAdvisor account. Just check the following:

  • Disable the Unpaid Items automated processing in your ChannelAdvisor settings.
  • Ensure the option at eBay is configured to NOT automatically relist items.
    • If this is configured incorrectly eBay will automatically list items in your account that will not be processed by ChannelAdvisor and will have to be handled manually if there are purchases.

 

Prerequisites


The following topic should be reviewed before completing this task:

 

Tasks to Complete


 

How to Harness Automation to Prevent Unpaid Sales

ChannelAdvisor will automatically send reminder emails to your buyers to remind them they have not yet completed the checkout process and/or they have completed the checkout, but their payment has not cleared. This automation will assist is closing a majority of incomplete checkouts before creating disputes for Unpaid Items.

  1. Navigate to Marketplaces > eBay > Settings > eBay Settings and click edit next to Unpaid Sales.
  2. In the Unpaid Sales Notifications section, check the box to enable automated reminder emails for your desired settings.
  3. Specify the number of days after the event occurs before sending a reminder email.
  4. Specify the number of days between follow-up reminder emails.
  5. Select your desired recipients (buyer only or both buyer and seller).
  6. You may create up to four separate email templates to be used to remind buyers. Simply select the email template and specify which emails being sent will use that template.ChannelAdvisor will help you manage the following Unpaid Items tasks:
    • Create, monitor and withdraw a dispute.
    • Post dispute messages to buyers and view their responses.
    • File for a credit.

Unpaid Sales Notifications

 

How to Manage Unpaid Items using ChannelAdvisor

You can manage eBay unpaid items in ChannelAdvisor with the following actions:

  • Cancelling an Order
    1. Navigate to Sales > Orders/Transactions > Orders.
    2. Select the desired order by selecting the appropriate checkbox next to it.
    3. Click the Cancel Sale button.

You may allow ChannelAdvisor to automatically cancel the checkout for a "Payment not Received" status. This status may be the result of checkout not being completed or payment not clearing in a specified number of days. When the sale is canceled, the items are returned and restocked into inventory.

To set up this automation, automate the Unpaid Item Process. Transactions will automatically be canceled once the unpaid item process has completed for the transaction and the eBay transaction is no longer open for the buyer to proceed through checkout.
 

  • Automating the Unpaid Item Process:
    1. Navigate to Marketplaces > eBay Settings > eBay Settings and click edit next to Unpaid Sales.
    2. In the Automatic Dispute Generation section, select one or both options.
    3. Enter the number of days that must elapse before a dispute is created.
    4. Select desired reason for creating the dispute.

Automatic Dispute Creation

  • Creating and Monitoring Disputes – Once a dispute is created, ChannelAdvisor initiates the unpaid items process by starting a set of on site and e-mail communications from eBay to the buyer, reminding them that it is time to pay, giving instructions of how to do so and allowing for structured communication with the seller. There are four ways to begin a dispute within the Unpaid Item Process:
    1. A dispute will be created automatically according to the Unpaid Items Automation settings.
    2. A dispute can be created when a sale is canceled, Sales > Orders/ Transactions > Orders > Cancel Sale function button.
    3. A dispute can be created from Sales > Orders/ Transactions > Orders > View Details > Dispute Details (tab).
    4. A dispute can be created from the Sales > Orders/Transactions > eBay Unpaid Items view.
       
  • File for a Credit
    1. Select Sales > Orders/Transactions > eBay Unpaid Items,
    2. Select the order you want to file for a credit, click File for Credit.
       
  • Managing Disputes – You can monitor disputes, post a message to the buyer involved in a dispute, and withdraw disputes. If the buyer responds to a dispute, then the invoice will display in the Waiting for Seller Response default filter. Follow these steps:
    1. Select Sales > Orders/Transactions > Orders.
    2. Select the hyperlink to view details on the Order.
    3. Click the Dispute Details tab.

 

Please note: The options that will appear on this 'Dispute Details' page are dependent on where the transaction is in the lifecycle of the Dispute. You will only see options eligible for that specific transaction. For example, you will not see the “File for a Credit” option if you did not first "Create a Dispute".

 

Final Value Fee Recovery

After the buyer responds or four days elapse, the seller can close the dispute at any point and receive a Final Value Fee credit (unless the dispute was filed with a Mutual Agreement reason code in which the Final Value Fee credit will only be applied if the buyer approves the Mutual Agreement or does not respond after four days). If the buyer does not approve the Mutual Agreement, the FVF cannot be filed and another dispute cannot be created. If the buyer does not respond to the dispute, the Final Value Fee (FVF) credit will be filed for by ChannelAdvisor automatically after the four day grace period. If the buyer does respond to the dispute, then due to eBay rules the credit must be submitted manually one at a time to give you the opportunity to review the buyer's response. The seller can recover eBay's Final Value Fee (FVF) in the following situations:

  • The buyer does not pay during the first four days after the transaction is created and does not respond to any attempts at contact from the seller.
  • The buyer refuses to pay.
  • The buyer requests shipment to a country to which the seller does not ship.
  • The buyer wants shipment to an unconfirmed address.
  • The buyer wants to pay using a method that the seller does not accept.
  • The buyer is no longer a registered user.
  • The buyer and seller are unable to resolve a disagreement over terms.
  • The buyer returned the item for a refund.
  • The buyer made a mistake and no longer wants the item.

In cases when the buyer and seller mutually agree to not complete the transaction, the seller will not receive a FVF credit until the buyer confirms the mutual agreement on eBay. If the buyer disagrees, then the seller will not receive a FVF credit and will not be able to re-file the claim .

If the item was purchased using PayPal, then the item will be ineligible for a FVF credit unless the payment is refunded in full using the “Refund Payment” option on PayPal. If a partial refund is made or a refund is made outside of the “Refund Payment” option, then the item will not be eligible for a FVF credit.

Sellers can also receive a credit for the re-list insertion fee on auction style listings if the item is re-listed and successfully sells, just as if the original item had closed without a winner. 

 

Reference


A complete guide to how to handle these disputes on eBay as well as a FAQ page can be found through these links:

Buyers automatically enter into a legally binding contract to purchase an item from a seller if they win an online auction or use the Buy It Now feature. eBay's Unpaid Item policy requires buyers to pay the seller for the items that they commit to purchase. After a listing has closed, eBay will make every attempt to contact the winning bidder and encourage them to successfully complete the sale. Additionally, the same process is used to recover the eBay commission fee charged when the buyer and seller agree to cancel a transaction.

eBay encourages all sellers to first attempt communication with the buyer in order to successfully complete the order. If the buyer fails to complete their purchase within 4 days of the transaction, a dispute can be filed by the seller to reclaim the fees associated with the unpaid listing.

If you can't work things out directly with the buyer, you can submit an Unpaid Item case, which creates a dialog between you and the buyer through our system and tracks your case. You need to be aware of the timing for resolving your case, because there are windows for when you can open and close the case and be credited for certain fees.

  • You can open an unpaid item case 2 to 32 days after the sale if you don't receive payment from the buyer. (Cases that are being canceled for mutually agreeable reasons can be opened anytime without waiting the two days for payment, but require that the buyer approve the cancellation in order to recover the eBay commission fee.)
  • The buyer has at least 4 days to respond to your case.
  • You need to close your case within 36 days from the time of the transaction.
    • You're credited the Final Value Fee and your trading partner is reported to eBay's Trust and Safety team.
    • On the 37th day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you are not credited the Final Value fee. Your trading partner is  not automatically reported to eBay's Trust and Safety team.
  • Once your case is closed by you or eBay, you can't reopen the case.

If you prefer to use the eBay UPI Assistant to process your unpaid items, that will coordinate properly with your ChannelAdvisor account. Just check the following:

  • Disable the Unpaid Items automated processing in your ChannelAdvisor settings.
  • Ensure the option at eBay is configured to NOT automatically relist items.
    • If this is configured incorrectly eBay will automatically list items in your account that will not be processed by ChannelAdvisor and will have to be handled manually if there are purchases.

 

Prerequisites


The following topic should be reviewed before completing this task:

 

Tasks to Complete


 

How to Harness Automation to Prevent Unpaid Sales

ChannelAdvisor will automatically send reminder emails to your buyers to remind them they have not yet completed the checkout process and/or they have completed the checkout, but their payment has not cleared. This automation will assist is closing a majority of incomplete checkouts before creating disputes for Unpaid Items.

  1. Navigate to Marketplaces > eBay > Settings > eBay Settings and click edit next to Unpaid Sales.
  2. In the Unpaid Sales Notifications section, check the box to enable automated reminder emails for your desired settings.
  3. Specify the number of days after the event occurs before sending a reminder email.
  4. Specify the number of days between follow-up reminder emails.
  5. Select your desired recipients (buyer only or both buyer and seller).
  6. You may create up to four separate email templates to be used to remind buyers. Simply select the email template and specify which emails being sent will use that template.ChannelAdvisor will help you manage the following Unpaid Items tasks:
    • Create, monitor and withdraw a dispute.
    • Post dispute messages to buyers and view their responses.
    • File for a credit.

Unpaid Sales Notifications

 

How to Manage Unpaid Items using ChannelAdvisor

You can manage eBay unpaid items in ChannelAdvisor with the following actions:

  • Cancelling an Order
    1. Navigate to Sales > Orders/Transactions > Orders.
    2. Select the desired order by selecting the appropriate checkbox next to it.
    3. Click the Cancel Sale button.

You may allow ChannelAdvisor to automatically cancel the checkout for a "Payment not Received" status. This status may be the result of checkout not being completed or payment not clearing in a specified number of days. When the sale is canceled, the items are returned and restocked into inventory.

To set up this automation, automate the Unpaid Item Process. Transactions will automatically be canceled once the unpaid item process has completed for the transaction and the eBay transaction is no longer open for the buyer to proceed through checkout.
 

  • Automating the Unpaid Item Process:
    1. Navigate to Marketplaces > eBay Settings > eBay Settings and click edit next to Unpaid Sales.
    2. In the Automatic Dispute Generation section, select one or both options.
    3. Enter the number of days that must elapse before a dispute is created.
    4. Select desired reason for creating the dispute.

Automatic Dispute Creation

  • Creating and Monitoring Disputes – Once a dispute is created, ChannelAdvisor initiates the unpaid items process by starting a set of on site and e-mail communications from eBay to the buyer, reminding them that it is time to pay, giving instructions of how to do so and allowing for structured communication with the seller. There are four ways to begin a dispute within the Unpaid Item Process:
    1. A dispute will be created automatically according to the Unpaid Items Automation settings.
    2. A dispute can be created when a sale is canceled, Sales > Orders/ Transactions > Orders > Cancel Sale function button.
    3. A dispute can be created from Sales > Orders/ Transactions > Orders > View Details > Dispute Details (tab).
    4. A dispute can be created from the Sales > Orders/Transactions > eBay Unpaid Items view.
       
  • File for a Credit
    1. Select Sales > Orders/Transactions > eBay Unpaid Items,
    2. Select the order you want to file for a credit, click File for Credit.
       
  • Managing Disputes – You can monitor disputes, post a message to the buyer involved in a dispute, and withdraw disputes. If the buyer responds to a dispute, then the invoice will display in the Waiting for Seller Response default filter. Follow these steps:
    1. Select Sales > Orders/Transactions > Orders.
    2. Select the hyperlink to view details on the Order.
    3. Click the Dispute Details tab.

 

Please note: The options that will appear on this 'Dispute Details' page are dependent on where the transaction is in the lifecycle of the Dispute. You will only see options eligible for that specific transaction. For example, you will not see the “File for a Credit” option if you did not first "Create a Dispute".

 

Final Value Fee Recovery

After the buyer responds or four days elapse, the seller can close the dispute at any point and receive a Final Value Fee credit (unless the dispute was filed with a Mutual Agreement reason code in which the Final Value Fee credit will only be applied if the buyer approves the Mutual Agreement or does not respond after four days). If the buyer does not approve the Mutual Agreement, the FVF cannot be filed and another dispute cannot be created. If the buyer does not respond to the dispute, the Final Value Fee (FVF) credit will be filed for by ChannelAdvisor automatically after the four day grace period. If the buyer does respond to the dispute, then due to eBay rules the credit must be submitted manually one at a time to give you the opportunity to review the buyer's response. The seller can recover eBay's Final Value Fee (FVF) in the following situations:

  • The buyer does not pay during the first four days after the transaction is created and does not respond to any attempts at contact from the seller.
  • The buyer refuses to pay.
  • The buyer requests shipment to a country to which the seller does not ship.
  • The buyer wants shipment to an unconfirmed address.
  • The buyer wants to pay using a method that the seller does not accept.
  • The buyer is no longer a registered user.
  • The buyer and seller are unable to resolve a disagreement over terms.
  • The buyer returned the item for a refund.
  • The buyer made a mistake and no longer wants the item.

In cases when the buyer and seller mutually agree to not complete the transaction, the seller will not receive a FVF credit until the buyer confirms the mutual agreement on eBay. If the buyer disagrees, then the seller will not receive a FVF credit and will not be able to re-file the claim .

If the item was purchased using PayPal, then the item will be ineligible for a FVF credit unless the payment is refunded in full using the “Refund Payment” option on PayPal. If a partial refund is made or a refund is made outside of the “Refund Payment” option, then the item will not be eligible for a FVF credit.

Sellers can also receive a credit for the re-list insertion fee on auction style listings if the item is re-listed and successfully sells, just as if the original item had closed without a winner. 

 

Reference


A complete guide to how to handle these disputes on eBay as well as a FAQ page can be found through these links:

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