Checkout Errors
What does this checkout error mean? "BUYING_SERVICE_ERROR "
Generic error message. Usually accompanied by a second error. Check second error message.
**This error also occurs when there is an eBay or PayPal Checkout outage. Member may need to try again later.
Check your glossary!
What is the difference between an affidavit and a declaration?
The previous term for a signed declaration. A document sent by eBay to request a signature from the customer in order to be covered by eMBG.
What is Royal Mail's maximum label size?
Medium Parcel, 20kg (61x46x46cm)
Seller is calling in to get a listing promotion credit because they canceled a sale.
Transfer all queries except:
"I keep forgetting my password and I need help resetting my password"
No. This is not a complaint towards eBay's Products, Services, or Policies.
What does this checkout error mean?
"INTERMEDIATED_INSTRUMENT_DECLINED"
The processor declined the credit card; buyer can try the same credit card again, a different credit card or choose a different payment method.
If a buyer receives an empty box, should we open an INR or Return?
Return - We should open a SNAD Return for Missing parts and pieces
How can a business seller opt into Simple Delivery?
They can't - Only private sellers can opt into Simple Delivery. If you're a business seller, you will still manage your own delivery options.
Buyer claims that the listing of the item they purchased was removed from the site.
Do not transfer
Is this a High Priority or General complaint?
"You thank me for being an eBay loyal member, but you are only protecting the seller!"
General complaints: All identified complaints should be categorized as a "general" complaint unless certain criteria has been met to classify the complaint as a "high priority" complaint.
What does this checkout error mean? "PAYMENT_RISK_CHALLENGE"
We would like to make sure that it is the actual user who is trying to make the purchase. So, we challenged the user to reenter their credit card number. This error is recoverable as user should be able to enter the card number and proceed to make the payment
A buyer has refused the delivery of an item because the seller instructed the buyer to do so. They've opened an INR case. Is the buyer covered?
Covered!
From GUIDE1520
SELLER - My buyer wants to combine postage, but I can’t. What should I do?
We know many sellers want to offer buyers the best deal on postage. At this time, it isn't possible to combine multiple checkouts into one delivery/shipment with Simple Delivery.
Each checkout creates its own label, and these can’t currently be merged. We recommend posting each order separately to make sure you are protected if there is a delivery-related issue.
We are aware this is one of the top concerns from our sellers, and are working on improving this experience very soon.
Seller is calling in because they have questions on a non-payment suspension.
Don't Transfer
"Your platform makes it difficult to get a hold of a seller."
Yes, this is a complaint towards an eBay product (Site navigation).
What does this checkout error mean?
"INCENTIVE_COUPON_INVALID"
Coupon / Voucher is invalid or expired. Please check the code entered, requirements, and expiration date.
Chelsie bought a pair of Airpods from Link, but Chelsie claims Link sent an empty envelope. Chelsie has an INR open where tracking shows delivered, and the item was worth $51.99.
Chelsie hasn't received a courtesy in the past 12 months, has had her account opened for 3 years, but has a GMB of $100. Do we give Chelsie a credit?
No. Chelsie doesn't have enough purchasing history to qualify for a credit. Tracking also confirms delivery.
What if I can't drop off my item at my nearest drop-off location?
If you can't bring your item to your nearest drop-off location, try to find another drop-off location that's convenient for you, if possible.
See https://www.evri.com/find-a-parcelshop and https://www.royalmail.com/services-near-you#/ to find a list of drop-off locations.
If you have a Royal Mail postage label, you can also book a collection before you create your label, or you can also drop the item off at a Collect+ drop-off location. You can find your nearest parcel shop on Royal Mail's website.
"My husband just passed away today and I would like to close his buying account"
~Before we transfer~
Would this be a High Priority or General Complaint?
“Your coupon was misleading and now I’m losing money with this purchase”
This would be a High Priority Complaint that indicates eBay is being deceptive.
Activity that is likely to mislead or lure the public into purchasing a product or service:
What are the 5 requirements when submitting a MyIT report for a checkout error?
Link calls eBay because her buyer Chelsie is claiming that she received an empty envelope. She had sold a pair of Airpods for $51.99. The previous agent closed out the case against link in error and Link has now fallen below standard. Link has been a loyal seller for the last 10 years and has a GMV of 90k in the last 12 months. She's received 1 courtesy in the past for $100.
Does Link qualify for an empowerment courtesy? What's a talking point you will use here?
Yes, let's empower this case to make sure that Link's rating isn't hurt due to an incorrect recommendation due to agent error. Link also qualifies for a courtesy based off the GMV.
What are the 4 seller protections sellers have with Simple Delivery?
Seller would like to appeal the Neutral feedback below.
"I want to return the item and I want you to pay for return postage. Otherwise, I'll leave bad FB"
Don't transfer - The seller needs to use the Seller Help tool. If the tool has been used, then we transfer to appeals.
Chelsie is complaining that her buyer Link was trying to extort her. After reviewing the very valid feedback Link left, you identify that it was valid feedback. Chelsie then says, "You're always just protecting Link. Corporate will be hearing from me!"
Is this a complaint, high/general, and would we mark this complaint as resolved?
This is a complaint at high priority, and we would mark as resolved.