Rare Book Monthly

Articles - May - 2009 Issue

Ebay Offers Buyers A New Dispute Resolution Process

Ebay is changing its dispute resolution process.


By Michael Stillman

Ebay, the largest online auction seller (and now significant fixed-price seller) announced some changes which may prove to be important in time. It certainly represents a 180-degree turn in the area of customer service, though how meaningful it will prove to be will take time to see. Suffice it to say that eBay is turning in the direction of providing customer service, something they have been loathe to do for a long time.

However, there may not be a lot in this for eBay sellers. As described, the process is targeted to dissatisfied buyers, not abused merchants. What is being offered will essentially mirror the dispute resolution process operated by Pay Pal, except that eBay will manage the program, and it will apply to sales transacted outside of as well as through Pay Pal. This is a buyer process, that is, sellers cannot use this dispute resolution to deal with customers they believe to be abusive.

There is one instance where sellers may be served as well as buyers. In an April 15 announcement, eBay says, "In certain cases, eBay will refund the buyer and not find the seller at fault." At another point they say, "We understand that there will be times where both buyer and seller may be right. In those cases eBay may absorb the cost to reimburse the buyer without any impact on the seller." This would make everyone happy, but we will guess that either it will not happen very often or someone will be asked to bear the cost of this largesse.

In answer to the question "How does this process benefit sellers," eBay responds: "The new system is designed to have fewer communication steps between buyer and seller, and require a shorter time to dispute resolution. Moving the process from PayPal to eBay also will allow us to better monitor and prevent buyer fraud or abuse and adapt quickly to seller needs." A specific example of this is that eBay says its monitoring of the process will enable them to tell if a buyer is making an inordinate number of returns, from which they can, in some unspecified manner, "step in quickly to prevent abuse."

What is not addressed is perhaps the most vexing of all issues for sellers - feedback. When eBay replaced its mutually destructive feedback system to prevent unfair retaliatory feedback by sellers, they left sellers vulnerable to unfair feedback from buyers. This can spell disaster for unfairly accused sellers whose reputations are tarnished but are unable to defend themselves. This new dispute resolution does nothing to deal with this problem, even in cases where eBay finds it was the seller, not the complaining buyer, who was aggrieved.

To the question how this new process will affect feedback ratings, eBay says, "The Feedback system, including Detailed Seller Ratings, will not change as a result of this process. In testing this new process, we have seen no material difference in feedback or DSR scores." To the specific question of what happens when a seller successfully appeals a buyer's dispute, eBay says, "When eBay decides a seller is not at fault for a dispute, the seller's Buyer Satisfaction Rating will not be impacted." So even in cases where eBay determines the buyer abused the seller, it will allow abusive feedback to stand, possibly scaring customers away from the abused seller. This is not fair, and with a feedback system that, in rightly protecting aggrieved buyers from retaliatory feedback by abusive sellers, has offered no balance for cases where the abuse goes in the other direction, eBay needs to find a way to provide balance.

While eBay was not particularly specific in explaining their reasons for the change, they did note: "Keeping eBay a thriving marketplace requires a close partnership between sellers and eBay to give buyers the experience they expect. We continue to invest in driving traffic and buyer loyalty, and we need your help to make buyers happy and keep them coming back." Perhaps this can be interpreted something along the lines that their mortal competitors, notably Amazon, are currently in a better position to provide unhappy customers with personal service, and eBay believes they must do a better job if they are to compete. Consequently, this fix is targeted more to the buyer than the seller. The program will even provide a telephone number that unhappy buyers can use to contact eBay! Who knew that eBay had telephones and customer service reps?

The implementation of this program will take place over the coming months. At first, it only will be used for claims that an item was not received, but this later will be expanded to cover items that are not as described. Ebay plans to have the complete program rolled out in time for the 2009 holiday season.

Rare Book Monthly

  • Fonsie Mealy’s
    Rare Book & Collectors Sale
    24th April 2024
    Fonsie Mealy, Apr. 24: McCarthy (Cormac). Cities of the Plain, N.Y., 1998, First Edn., signed on hf. title; together with Uncorrected Proof and Uncorrected Advance Reading Copies, both signed by the Author. €800 to €1,000.
    Fonsie Mealy, Apr. 24: Stanihurst (Richard). De Rebus in Hibernia Gestis, Libri Quattuor, sm. 4to Antwerp (Christi. Plantium) 1584. First Edn. €525 to €750.
    Fonsie Mealy, Apr. 24: Fleischer (Nat.) Jack Dempsey The Idol of Fistiana, An Intimate Narrative, N.Y., 1929, First Edn. Signed on f.e.p. by Rocky Marciano. €400 to €600.
    Fonsie Mealy’s
    Rare Book & Collectors Sale
    24th April 2024
    Fonsie Mealy, Apr. 24: Smith - Classical Atlas, Lond., 1820. Bound with, Smiths New General Atlas .. Principal Empires, Kingdoms, & States throughout the World, Lond. 1822. €350 to €500.
    Fonsie Mealy, Apr. 24: Rare Auction Catalogues – 1856: Bindon Blood, of Ennis, Co. Clare: Sotheby & Wilkinson. €320 to €450.
    Fonsie Mealy, Apr. 24: [Mavor (Wm.)] A General Collection of Voyages and Travels from the Discovery of America to the Commencement of the Nineteenth Century, 28 vols. (complete) Lond., 1810. €300 to €400.
    Fonsie Mealy’s
    Rare Book & Collectors Sale
    24th April 2024
    Fonsie Mealy, Apr. 24: Mc Carthy (Cormac). Outer Dark, N.Y. (Random House)1968, Signed by Mc Carthy. €250 to €300.
    Fonsie Mealy, Apr. 24: Three signed works by Ted Huges - Wodwo, 1967; Crow from the Life and Songs of the Crow, 1970; and Tales from Ovid, 1997. €200 to €300.
    Fonsie Mealy, Apr. 24: The Garden. An Illustrated Weekly Journal of Horticulture in all its Branches, 7 vols. lg. 4to Lond. 1877-1880. With 127 colored plates. €200 to €300.
    Fonsie Mealy’s
    Rare Book & Collectors Sale
    24th April 2024
    Fonsie Mealy, Apr. 24: Procter (Richard A.) Saturn and its System: Containing Discussions of The Motion (Real and Apparent)…, Lond. 1865. First Edn. €160 to €220.
    Fonsie Mealy, Apr. 24: [Ashe] St. George, Lord Bishop of Clogher, A Sermon Preached to the Protestants of Ireland, now in London,... Oct. 23, 1712, London 1712. Second Edn. €130 to €180.
  • Sotheby’s
    Modern First Editions
    Available for Immediate Purchase
    Sotheby’s, Available Now: Winston Churchill. The Second World War. Set of First-Edition Volumes. 6,000 USD
    Sotheby’s, Available Now: A.A. Milne, Ernest H. Shepard. A Collection of The Pooh Books. Set of First-Editions. 18,600 USD
    Sotheby’s, Available Now: Salvador Dalí, Lewis Carroll. Alice's Adventures in Wonderland. Finely Bound and Signed Limited Edition. 15,000 USD
    Sotheby’s
    Modern First Editions
    Available for Immediate Purchase
    Sotheby’s, Available Now: Ian Fleming. Live and Let Die. First Edition. 9,500 USD
    Sotheby’s, Available Now: J.K. Rowling. Harry Potter Series. Finely Bound First Printing Set of Complete Series. 5,650 USD
    Sotheby’s, Available Now: Ernest Hemingway. A Farewell to Arms. First Edition, First Printing. 4,200 USD
  • Leland Little, Apr. 26: First Edition of Piccolomini's De La Sfera del Mondo (The Sphere of the World), 1540.
    Leland Little, Apr. 26: First Edition of Vellutello's Commentary on Petrarch, With Map, 1525.
    Leland Little, Apr. 26: Finely Bound Definitive, Illustrated Edition of I Promessi Sposi, 1840.
    Leland Little, Apr. 26: Rare First Edition of John Milton's Latin Correspondence, 1674.
    Leland Little, Apr. 26: Giolito's Edition of Boccaccio's The Decamerone, with Bedford Binding, 1542.
    Leland Little, Apr. 26: First Edition of the First Biography of Marie of the Incarnation, with Rare Portrait, 1677.
    Leland Little, Apr. 26: First Aldine Edition of Volume One of Cicero's Orationes, 1540.
    Leland Little, Apr. 26: First Edition of Bonanni's Illustrated Costume Catalogue, with Complete Plates, 1711.
    Leland Little, Apr. 26: An Important Incunable, the First Italian Edition of Josephus's De Bello Judaico, 1480.
    Leland Little, Apr. 26: First Edition of Jacques Philippe d'Orville's Illustrated Book of the Ruins of Sicily, 1764.
    Leland Little, Apr. 26: An Incunable from 1487, The Contemplative Life, with Early Manuscript.
    Leland Little, Apr. 26: Ignatius of Loyola's Exercitia Spiritualia, 1563.
  • Jeschke Jadi
    Auction 151
    Saturday, April 27, 2024
    Jeschke Jádi, Apr. 27: Lot 546. Christoph Jacob Trew. Plantae selectae, 1750-1773.
    Jeschke Jádi, Apr. 27: Lot 70. Thomas Murner. Die Narren beschwerung. 1558.
    Jeschke Jádi, Apr. 27: Lot 621. Michael Bernhard Valentini. Museum Museorum, 1714.
    Jeschke Jadi
    Auction 151
    Saturday, April 27, 2024
    Jeschke Jádi, Apr. 27: Lot 545. Sander Reichenbachia. Orchids illustrated and described, 1888-1894.
    Jeschke Jádi, Apr. 27: Lot 1018. Marinetti, Boccioni, Pratella Futurism - Comprehensive collection of 35 Futurist manifestos, some of them exceptionally rare. 1909-1933.
    Jeschke Jádi, Apr. 27: Lot 634. August Johann Rösel von Rosenhof. 3 Original Drawings, around 1740.
    Jeschke Jadi
    Auction 151
    Saturday, April 27, 2024
    Jeschke Jádi, Apr. 27: Lot 671. Jacob / Picasso. Chronique des Temps, 1956.
    Jeschke Jádi, Apr. 27: Lot 1260. Mary Webb. Sarn. 1948. Lucie Weill Art Deco Binding.
    Jeschke Jádi, Apr. 27: Lot 508. Felix Bonfils. 108 large-format photographs of Syria and Palestine.
    Jeschke Jadi
    Auction 151
    Saturday, April 27, 2024
    Jeschke Jádi, Apr. 27: Lot 967. Dante Aligheri and Salvador Dali. Divina Commedia, 1963.
    Jeschke Jádi, Apr. 27: Lot 1316. Tolouse-Lautrec. Dessinateur. Duhayon binding, 1948.
    Jeschke Jádi, Apr. 27: Lot 1303. Regards sur Paris. Braque, Picasso, Masson, 1962.
  • Doyle, May 1: Thomas Jefferson expresses fears of "a war of extermination" in Saint-Dominigue. $40,000 to $60,000.
    Doyle, May 1: An exceptional presentation copy of Fitzgerald's last book, in the first issue dust jacket. $25,000 to $35,000.
    Doyle, May 1: The rare first signed edition of Dorian Gray. $15,000 to $25,000.
    Doyle, May 1: The Prayer Book of Jehan Bernachier. $10,000 to $15,000.
    Doyle, May 1: Van Dyck's Icones Principum Virorum Doctorum. $10,000 to $15,000.
    Doyle, May 1: The magnificent Cranach Hamlet in the deluxe binding by Dõrfner. $7,000 to $10,000.
    Doyle, May 1: A remarkable unpublished manuscript of a voyage to South America in 1759-1764. $3,000 to $5,000.
    Doyle, May 1: Bouchette's monumental and rare wall map of Lower Canada. $12,000 to $18,000.
    Doyle, May 1: An rare original 1837 abolitionist woodblock. $8,000 to $12,000.
    Doyle, May 1: An important manuscript breviary in Middle Dutch. $15,000 to $25,000.
    Doyle, May 1: An extraordinary Old Testament manuscript, circa 1250. $20,000 to $30,000.

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