| Feature Type: |
| New Feature |
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| Anticipated Launch Date: |
| January 2005 |
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| Developer Impact: |
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This feature primarily impacts Developers whose applications currently invoke API calls related to Unpaid Items (UPIs) on behalf of eBay sellers. The API calls impacted by Item Not Received include AddDispute, GetDispute, GetUserDisputes, AddDisputeResponse, and SellerReverseDispute. eBay Developers will need to modify their applications to accommodate the new Item Not Received flow. |
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| Feature Description: |
| Item Not Received (INR) adds a new dispute type to the eBay’s Online Dispute Resolution platform. This new dispute type is initiated by buyers when buyers paid for an item but did not receive it, when a buyer paid for an item and received it but it was significantly different from the item description, or when a purchased item was received but the buyer did not receive a refund or replacement. Buyers can file INR disputes at any time between 7 days and 45 days after the listing has ended. |
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| The INR dispute model is very similar to the model created for eBay’s Unpaid Item Process in 2004. More details about the Unpaid Item Process are available via the following link: |
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Item Not Received will enable buyers to file dispute using an eBay Item Number. Buyers will have the ability to enter a reason and explanation for the INR dispute. Based on the transaction date and explanation, the dispute may be closed immediately, escalated to a fraud claim, a notification may be sent to the seller requesting a response, or the buyer may be redirected to PayPal if a PayPal payment was involved. Similar to the UPI dispute process, an email notification will be sent to buyers and sellers when the state of and INR dispute is changed. When a dispute is open, the buyer and seller can communicate using the message thread system that currently exists on eBay. A seller and buyer will always have specific actions available to them based on the state of the dispute – for example, a seller can respond to the dispute with structured data such as a tracking number, shipping date, or other information. Additionally, there will be specific time rules that can cause the status of the dispute to change – for example, if the seller does not respond for 10 days, the buyer will be allowed to file a claim. All INR disputes will be accessible in the dispute console in the same manner as UPI disputes are accessible |
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| Feature Benefits: |
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Item Not Received will provide eBay users with the ability to more effectively resolve transaction problems on an individual basis, provide a highly defined process to manage disputes, and improve claim processing efficiency via clear instructions, new online form, and improved PayPal integration for purchase protection claims. |
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