English Subtitles for ebay's Resolution Center: The Basics



Subtitles / Closed Captions - English

<font color="#CCCCCC">alright welcome</font><font color="#E5E5E5"> to the presentation</font>

everybody so we're talking about the resolution center<font color="#E5E5E5"> within ebay today and</font> <font color="#E5E5E5">it's it's an important thing you need to</font> understand how to use it where to find <font color="#E5E5E5">it why we use it so</font><font color="#CCCCCC"> i want to address</font> some of those questions<font color="#CCCCCC"> first of all</font>

<font color="#E5E5E5">let's show you how to find the</font> resolution center so when someone says hey you need to go resolve an issue <font color="#E5E5E5">within the resolution center or you need</font> to find the resolution center <font color="#E5E5E5">here's exactly how you do it</font><font color="#CCCCCC"> i like</font><font color="#E5E5E5"> to</font>

<font color="#E5E5E5">start out by going</font><font color="#CCCCCC"> towards you</font><font color="#E5E5E5"> have</font><font color="#CCCCCC"> to</font> be logged into your account right and so the top right here where you get the my ebay link<font color="#CCCCCC"> i'm</font><font color="#E5E5E5"> going to go to the summary</font> <font color="#CCCCCC">ok</font><font color="#E5E5E5"> my ebay summary and then here on the</font> <font color="#CCCCCC">left-hand</font><font color="#E5E5E5"> side of the screen</font>

I more and more towards the top left there's this section called account <font color="#CCCCCC">ok</font><font color="#E5E5E5"> and</font><font color="#CCCCCC"> I'm going to click on account</font> <font color="#CCCCCC">ok we</font><font color="#E5E5E5"> go click on it and under account</font><font color="#CCCCCC"> i</font> know this is kind of small so<font color="#CCCCCC"> I'm going</font> to zoom zoom zoom and a little bit right

here look on the<font color="#E5E5E5"> left-hand column here and</font><font color="#CCCCCC"> i</font> want<font color="#E5E5E5"> you to look at this this is</font><font color="#CCCCCC"> the</font> link to the resolution center <font color="#CCCCCC">ok so let's click on it</font> <font color="#CCCCCC">alright that's</font><font color="#E5E5E5"> how you find the</font>

resolution center<font color="#E5E5E5"> right pretty easy so</font> <font color="#E5E5E5">resolution</font><font color="#CCCCCC"> centers</font><font color="#E5E5E5"> as we always</font> encourage our members to communicate with each other<font color="#E5E5E5"> when there's a problem</font> with the transaction the first step<font color="#CCCCCC"> is to contact</font><font color="#E5E5E5"> the member</font>

through the resolution center and try to resolve the problem to start the resolution process<font color="#E5E5E5"> please tell us what</font> your problem is <font color="#CCCCCC">ok so let's stop right there for just a</font> second and talk about what you now know

how to find it now let's talk about what it is on occasion there's going to be a problem with<font color="#E5E5E5"> the transaction right</font> <font color="#E5E5E5">what kinds of problems are we talking</font> about what we're talking about on

occasion maybe as a seller <font color="#CCCCCC">ok we're going to talk first from a</font> <font color="#E5E5E5">selling standpoint</font><font color="#CCCCCC"> maybe</font><font color="#E5E5E5"> as a seller you</font> sold something to somebody<font color="#E5E5E5"> but they</font> didn't pay for it<font color="#E5E5E5"> does that happen on</font> <font color="#E5E5E5">ebay sometimes it can</font>

<font color="#E5E5E5">okay you sold</font><font color="#CCCCCC"> it didn't get paid for</font> right or you sold an item and you went back to your supplier and<font color="#E5E5E5"> lo and behold</font> it was out of stock<font color="#CCCCCC"> and you need to</font> cancel the transaction<font color="#CCCCCC"> so you can do</font> those things here<font color="#CCCCCC"> in</font><font color="#E5E5E5"> fact if you look</font>

kind of in the middle of my screen <font color="#CCCCCC">I'm all circle this these are</font><font color="#E5E5E5"> the</font> options if<font color="#CCCCCC"> you're</font><font color="#E5E5E5"> a seller</font><font color="#CCCCCC"> i sold an</font> item and either you<font color="#E5E5E5"> would click this box</font> <font color="#CCCCCC">or you click this box first boxes i</font> haven't received my payment yet<font color="#CCCCCC"> second</font>

<font color="#CCCCCC">boxes I need to cancel</font><font color="#E5E5E5"> transaction and</font> mother in most cases it's because they're out of stock but<font color="#E5E5E5"> there's other</font> reasons why you might need to cancel the transaction<font color="#CCCCCC"> some of you guys</font><font color="#E5E5E5"> and</font><font color="#CCCCCC"> I can</font> attest this because this<font color="#E5E5E5"> happens a</font>

little bit<font color="#CCCCCC"> will get a purchase here and</font> there<font color="#E5E5E5"> and then sometimes just minutes</font> later to a couple of hours later you get a message<font color="#CCCCCC"> like</font><font color="#E5E5E5"> oh you know what</font><font color="#CCCCCC"> I</font> actually didn't want to buy that item or <font color="#E5E5E5">I</font><font color="#CCCCCC"> changed my mind or my son got</font><font color="#E5E5E5"> onto my</font>

ebay account and bought this and he shouldn't have or there's a million different reasons why this that the buyer might contact you need to cancel it <font color="#E5E5E5">you go</font><font color="#CCCCCC"> to</font><font color="#E5E5E5"> resolution center to fix those</font>

issues<font color="#CCCCCC"> k now</font><font color="#E5E5E5"> that's first</font><font color="#CCCCCC"> as</font><font color="#E5E5E5"> a seller</font> <font color="#CCCCCC">that's</font><font color="#E5E5E5"> probably what most you guys are</font> concerned about but also just as a buyer <font color="#E5E5E5">right here and</font><font color="#CCCCCC"> i think this</font><font color="#E5E5E5"> is important</font> just from a seller standpoint<font color="#CCCCCC"> to so you</font> know what buyers do if I'm a buyer and<font color="#E5E5E5"> I</font>

<font color="#CCCCCC">i ordered something on ebay and I never</font> got the item sometimes you'll find that people won't even contact you the<font color="#CCCCCC"> seller they'll just</font> go right into the resolution center and <font color="#E5E5E5">they'll come here and though</font><font color="#CCCCCC"> they'll</font>

click i have received item yet <font color="#CCCCCC">ok bought</font><font color="#E5E5E5"> an item and haven't received</font> it yet right <font color="#E5E5E5">here and there just complaining right to</font> <font color="#E5E5E5">ebay about it basically rather than</font> resolving it directly with you they're

bringing<font color="#E5E5E5"> ebay and be like this this</font> mediator to fix this problem which is kind of annoying but that option is there<font color="#CCCCCC"> a second</font><font color="#E5E5E5"> option is i received an</font> item that does not match the<font color="#CCCCCC"> seller's</font> description so maybe they're not happy

with what they got so they come here to the resolution center as<font color="#CCCCCC"> an</font><font color="#E5E5E5"> eBay</font> business<font color="#E5E5E5"> and</font><font color="#CCCCCC"> as an ebay seller you want</font> to keep people out of the resolution center and you keep people out of the resolution center by shipping things on

time and shipping shipping things are having a good supplier that takes care of things for you does a good job but always ships out the right type of product but if something happens and it needs<font color="#CCCCCC"> two birds Raw</font><font color="#E5E5E5"> results</font><font color="#CCCCCC"> within the</font>

resolution center<font color="#E5E5E5"> you'll probably get an</font> <font color="#CCCCCC">email or some kind of notice and then at</font> least you'll know how to find this section<font color="#E5E5E5"> so you can resolve the issue</font> <font color="#CCCCCC">ok so this is this is ebay</font><font color="#E5E5E5"> being the</font> mediator<font color="#E5E5E5"> so to speak</font>

now<font color="#E5E5E5"> let me take you over to ebay's</font> suggestions here about the the<font color="#CCCCCC"> seller</font> <font color="#CCCCCC">center for</font><font color="#E5E5E5"> the resolution center they</font> say before you ever bring up issues yourself as a seller number one you want to talk to the buyer

<font color="#CCCCCC">okay</font><font color="#E5E5E5"> right there</font><font color="#CCCCCC"> at the top so it says</font> you can solve most problems by talking to your buyer<font color="#E5E5E5"> if you don't have it you</font> can get the buyers contact information <font color="#CCCCCC">get tips</font><font color="#E5E5E5"> on communicating with your</font> trading<font color="#E5E5E5"> partner anyway so they want you</font>

to figure<font color="#CCCCCC"> out first</font><font color="#E5E5E5"> before you bring</font> <font color="#E5E5E5">ebay into it for obvious reasons number</font> to open a case in our resolution center if you can't work things out directly with the buyer<font color="#CCCCCC"> you can open an unpaid</font> item case in the resolution<font color="#E5E5E5"> center and</font><font color="#CCCCCC"> I</font>

just showed you<font color="#E5E5E5"> guys how to do that just</font> a second ago<font color="#E5E5E5"> right now why is that so</font> important right why is it if somebody buys an item from you and doesn't complete<font color="#E5E5E5"> checkout never</font> pays<font color="#E5E5E5"> or whatever</font>

<font color="#E5E5E5">why is important that you</font><font color="#CCCCCC"> close out the</font> item through the resolution center why can't you just delete the the sale or just not<font color="#CCCCCC"> worried about it</font> <font color="#E5E5E5">because after all they never paid you</font> why do we have to sort it out here first

this<font color="#E5E5E5"> is assuming of course somebody</font> bought an item from you and didn't end up paying which is possible to do on <font color="#E5E5E5">ebay</font><font color="#CCCCCC"> say the biggest reason I think</font> there's different reasons<font color="#CCCCCC"> we</font><font color="#E5E5E5"> keep things</font> organized<font color="#CCCCCC"> keeping</font><font color="#E5E5E5"> in</font><font color="#CCCCCC"> the loop but</font><font color="#E5E5E5"> i'll</font>

<font color="#CCCCCC">tell you the biggest reason</font><font color="#E5E5E5"> we had a</font> client earlier who sold something in the neighborhood of six hundred dollars and <font color="#CCCCCC">they're</font><font color="#E5E5E5"> in newer</font><font color="#CCCCCC"> seller and it was a it</font> was a consumer electronic<font color="#CCCCCC"> item so they</font> sold the item and then this this buyer

emailed them and said hey you know<font color="#CCCCCC"> I can</font> we work out<font color="#E5E5E5"> a deal with your paypal</font> address so i can send you the money turns out it was a scam<font color="#CCCCCC"> so they bought</font> the item<font color="#E5E5E5"> hoping to then trick the</font><font color="#CCCCCC"> seller</font> into sending out the item without paying

through some emails they were sending <font color="#CCCCCC">long</font><font color="#E5E5E5"> story short they never got paid</font><font color="#CCCCCC"> the</font> person<font color="#CCCCCC"> never completed the transaction</font> for the<font color="#CCCCCC"> earlier</font><font color="#E5E5E5"> the payment for the six</font> hundred dollars well if they just simply left it and didn't do anything with it

<font color="#E5E5E5">what happens about a month later they</font> send you a bill<font color="#CCCCCC"> and what kind of</font> <font color="#CCCCCC">building</font><font color="#E5E5E5"> they send you they send you a</font> bill for how much<font color="#CCCCCC"> they send you a bill</font> for ten percent of everything that you've sold

not everything that's been paid for ok so in<font color="#CCCCCC"> ebay's mind if you sold the</font> item which showed up sold on<font color="#CCCCCC"> ebay</font><font color="#E5E5E5"> they</font> don't care if you got paid or not they want their<font color="#CCCCCC"> ten percent unless you cancel</font> it out officially in the resolution

center so a month later they would have gotten a bill for that six-hundred-dollar camera<font color="#E5E5E5"> what about 60</font> bucks<font color="#CCCCCC"> they</font><font color="#E5E5E5"> would have been wanting to be</font> <font color="#E5E5E5">like no way</font><font color="#CCCCCC"> I</font><font color="#E5E5E5"> never actually collected</font> on that

why should<font color="#CCCCCC"> I give you</font><font color="#E5E5E5"> 60 bucks well you</font> won't have to as long as you come in here and you open <font color="#E5E5E5">uppercase in the resolution center</font><font color="#CCCCCC"> you</font> have<font color="#E5E5E5"> received payment yet</font> <font color="#CCCCCC">ok</font><font color="#E5E5E5"> that's the biggest thing of affects</font>

our clients and use an<font color="#E5E5E5"> eBay business is</font> this one right here<font color="#E5E5E5"> and that's why you</font> need to be aware of this and<font color="#E5E5E5"> cancel</font> <font color="#CCCCCC">cancel</font><font color="#E5E5E5"> out transactions officially</font><font color="#CCCCCC"> ok</font> let's go back to my notes here<font color="#E5E5E5"> question</font> <font color="#E5E5E5">anybody have questions about that</font><font color="#CCCCCC"> makes</font>

<font color="#E5E5E5">sense</font> oh and that's a good point to<font color="#E5E5E5"> send you</font> said to make even aware that the<font color="#E5E5E5"> buyers</font> <font color="#E5E5E5">not doing a good job</font><font color="#CCCCCC"> i'm not</font><font color="#E5E5E5"> sure</font><font color="#CCCCCC"> to if</font> you report a buyer enough and collectively as the<font color="#E5E5E5"> ebay community</font>

reports this buyer for buying things<font color="#CCCCCC"> are</font> not paying<font color="#CCCCCC"> form will</font><font color="#E5E5E5"> eventually get</font> kicked off of ebay<font color="#CCCCCC"> which is good for</font> which is good for everything<font color="#CCCCCC"> ok</font> this section right here timing is <font color="#E5E5E5">important there's a limited time during</font>

which you can open a case<font color="#E5E5E5"> if you don't</font> receive payment you can open an unpaid <font color="#CCCCCC">mi ke item</font><font color="#E5E5E5"> case in the resolution center</font> as soon as<font color="#E5E5E5"> two full days or 48 hours</font> after the listing<font color="#E5E5E5"> and so you can't</font> immediately open one up you have to wait

a couple of days<font color="#E5E5E5"> for example the listing</font> ends on<font color="#E5E5E5"> october fifth at eleven-fifteen</font> <font color="#CCCCCC">am you can open the case up on october 7</font> <font color="#CCCCCC">715 a.m. so 48 hours</font><font color="#E5E5E5"> if the buyer is no</font> longer registered on ebay you can open a case immediately after<font color="#CCCCCC"> listing ends I</font>

guess that would<font color="#E5E5E5"> only happen if like the</font> buyer was a scammer<font color="#E5E5E5"> something</font><font color="#CCCCCC"> it is an</font> important one right here<font color="#CCCCCC"> going</font><font color="#E5E5E5"> to circle</font> it you can open a case up to 32 days after the listing has ended<font color="#E5E5E5"> so you only</font> have<font color="#E5E5E5"> 32 days to get this not only</font><font color="#CCCCCC"> I say</font>

only 32 days in other words you have a full month or so<font color="#E5E5E5"> but don't get in the</font> habit of waiting on things if you have an issue<font color="#CCCCCC"> somebody doesn't pay</font><font color="#E5E5E5"> open the</font> case get it get<font color="#E5E5E5"> it done and dusted you not to</font>

worry about<font color="#E5E5E5"> it otherwise they're</font><font color="#CCCCCC"> going</font> <font color="#CCCCCC">to hold</font><font color="#E5E5E5"> your feet to the fire and expect</font> to pay your ten percent<font color="#E5E5E5"> and we want to</font> avoid that last bullet point here is the buyer has up to four days to send<font color="#E5E5E5"> a</font> payment once you open the case<font color="#E5E5E5"> during</font>

<font color="#CCCCCC">this</font><font color="#E5E5E5"> time the buyer can also contact you</font> to request a payment extension<font color="#CCCCCC"> to make</font> other arrangements so essentially what happens guys when you open up a<font color="#CCCCCC"> a case</font> and say that you have received payment yet over the course of those<font color="#E5E5E5"> four days</font>

<font color="#CCCCCC">even a</font><font color="#E5E5E5"> is bothering this person with hey</font> you owe some money hey you need to pay for this item hey you bought the side of it didn't pay and they have four days to respond back to that and if they don't that's when you

can move<font color="#CCCCCC"> on to</font><font color="#E5E5E5"> the next bullet point</font> here which is<font color="#CCCCCC"> closed the case let me</font> scroll down we'll finish up with that <font color="#CCCCCC">case the number three we</font><font color="#E5E5E5"> can close the</font> case you need to manually close the case <font color="#E5E5E5">into situations</font><font color="#CCCCCC"> such situation one the</font>

buyer didn't<font color="#E5E5E5"> pay and you've waited at</font> least four days after you open the case and<font color="#E5E5E5"> situation to the buyer pay but</font> didn't use<font color="#E5E5E5"> an approved electronic</font> payment method i'm not<font color="#E5E5E5"> going to focus on</font> that as much<font color="#E5E5E5"> this</font><font color="#CCCCCC"> is the</font><font color="#E5E5E5"> one</font><font color="#CCCCCC"> I want</font><font color="#E5E5E5"> to</font>

<font color="#E5E5E5">focus on for just a second</font> so the buyer didn't<font color="#E5E5E5"> pay and you've</font> waited at least four days after you opened the case<font color="#CCCCCC"> you just</font><font color="#E5E5E5"> need to kind of</font> keep track of it<font color="#CCCCCC"> i guess you</font><font color="#E5E5E5"> could go</font> and check it the resolution center

because it will tell you when you can officially<font color="#E5E5E5"> closed it out but just</font> <font color="#E5E5E5">because you open the case and ebay tries</font> to contact<font color="#E5E5E5"> them for four days it doesn't</font> automatically<font color="#CCCCCC"> close once they can't</font> contact them you have to actually go in

<font color="#E5E5E5">there manually to the resolution center</font> which is why<font color="#CCCCCC"> I showed</font><font color="#E5E5E5"> you where it is</font> <font color="#E5E5E5">and you have to close it yourself like</font> you just click the little button and then<font color="#E5E5E5"> close it</font><font color="#CCCCCC"> you</font><font color="#E5E5E5"> can't do that within</font> those<font color="#E5E5E5"> four days because they reserve the</font>

right to try to contact the buyer but once that happens you go in there for days elapses<font color="#E5E5E5"> you close the case</font><font color="#CCCCCC"> and</font> guess<font color="#E5E5E5"> what you're not</font><font color="#CCCCCC"> on the hook for</font> your final value fees<font color="#E5E5E5"> anymore the</font> <font color="#CCCCCC">10-percent you won't have to pay its</font>

<font color="#E5E5E5">done</font><font color="#CCCCCC"> so it sounds like a lot of the cool</font> <font color="#CCCCCC">off</font><font color="#E5E5E5"> right for very little but you have</font> to go through this little this little series of actions here to make sure that you're not paying<font color="#E5E5E5"> high</font> ebay fees when when you<font color="#E5E5E5"> shouldn't</font><font color="#CCCCCC"> I mean</font>

<font color="#CCCCCC">I've had</font><font color="#E5E5E5"> a</font><font color="#CCCCCC"> few</font><font color="#E5E5E5"> of you guys contact me</font> more<font color="#E5E5E5"> my newer</font><font color="#CCCCCC"> Eve</font><font color="#E5E5E5"> a</font><font color="#CCCCCC"> client</font><font color="#E5E5E5"> that contact</font> <font color="#CCCCCC">in</font><font color="#E5E5E5"> there like holy cow</font><font color="#CCCCCC"> try all four</font> <font color="#CCCCCC">hundred dollars UAVs have no</font><font color="#E5E5E5"> idea why we</font> go in there and we find out that really they should have<font color="#CCCCCC"> o two</font><font color="#E5E5E5"> hundred dollars</font>

because<font color="#E5E5E5"> they sold several thousand</font> dollars worth of merchandise<font color="#CCCCCC"> but the</font> <font color="#E5E5E5">other two hundred dollars that they</font> <font color="#E5E5E5">always because they didn't go in and</font> <font color="#CCCCCC">closed cases and report where they</font> weren't being paid<font color="#CCCCCC"> so please please</font>

<font color="#CCCCCC">PLEASE this</font><font color="#E5E5E5"> is why share this with you</font> now<font color="#E5E5E5"> please use the resolution center</font> <font color="#CCCCCC">closed</font><font color="#E5E5E5"> out these cases officially so</font> you're not on the hook for payment <font color="#CCCCCC">ok alright</font><font color="#E5E5E5"> let me see if I missed</font> <font color="#E5E5E5">anything here</font>

<font color="#E5E5E5">once</font><font color="#CCCCCC"> the case</font> close you<font color="#E5E5E5"> can't reopen it</font> we<font color="#CCCCCC"> talked about this just a minute ago</font> <font color="#CCCCCC">so section</font><font color="#E5E5E5"> right here once you close the</font> case<font color="#CCCCCC"> we made this is</font><font color="#E5E5E5"> ebay talking we may</font> take action against the buyer<font color="#E5E5E5"> including</font>

recording the unpaid item on the<font color="#CCCCCC"> buyers</font> account if a buyer has a history of unpaid items<font color="#CCCCCC"> it can lead to limits or</font> loss of buying privileges now<font color="#CCCCCC"> I</font><font color="#E5E5E5"> want</font><font color="#CCCCCC"> to</font> <font color="#CCCCCC">I want</font><font color="#E5E5E5"> to make a note of something here</font> <font color="#E5E5E5">if the majority of you guys are using</font>

<font color="#E5E5E5">buy it now a</font><font color="#CCCCCC"> fixed price buy it now</font> listing<font color="#E5E5E5"> while you're doing your listing</font> <font color="#CCCCCC">you'll notice that there will be an</font> option for you to basically require immediate payment when somebody checks out

so in other words<font color="#CCCCCC"> i find the camera</font> you're selling on ebay<font color="#CCCCCC"> i love it i going</font> to buy it and while<font color="#CCCCCC"> i'm buying it</font> <font color="#CCCCCC">I'm forced on the spot to pay for it</font> right<font color="#CCCCCC"> then</font><font color="#E5E5E5"> or else to</font><font color="#CCCCCC"> transact or else</font> or else it doesn't ever show up is

bought and if I don't pay for right then <font color="#E5E5E5">I</font><font color="#CCCCCC"> I it's not a purchased item</font><font color="#E5E5E5"> if I left</font> that feature off<font color="#CCCCCC"> i could go in and buy</font> the item and then pay for it later<font color="#CCCCCC"> i</font> would<font color="#E5E5E5"> recommend that all you guys</font> checked out little box to require

immediate payment<font color="#E5E5E5"> this is this only is</font> really something you can do with<font color="#CCCCCC"> fixed</font> <font color="#CCCCCC">price</font><font color="#E5E5E5"> somebody wins an auction</font><font color="#CCCCCC"> they can</font> come back later but we don't really recommend many of you guys use auctions <font color="#CCCCCC">we</font><font color="#E5E5E5"> should all be doing buy it now for</font>

the most part <font color="#CCCCCC">ok ok that makes sense everybody we good</font> with this is the the<font color="#E5E5E5"> ebay resolution</font> <font color="#CCCCCC">center i want to make</font><font color="#E5E5E5"> sure this is</font> crystal clear so that we don't have any issues

<font color="#E5E5E5">yeah anyway</font><font color="#CCCCCC"> I</font><font color="#E5E5E5"> won't go through the rest</font> <font color="#E5E5E5">of the stuff</font><font color="#CCCCCC"> I think we're good guys</font> <font color="#E5E5E5">good session today</font><font color="#CCCCCC"> I expect you guys to</font> be using this on a regular basis to make sure<font color="#CCCCCC"> your bases are not inflated</font> <font color="#E5E5E5">hopefully this was helpful</font><font color="#CCCCCC"> I will see</font>

all of you for more training on ebay stuff next week<font color="#CCCCCC"> we'll see the</font><font color="#E5E5E5"> same time</font> same place on<font color="#CCCCCC"> tuesday</font> <font color="#E5E5E5">thanks again for coming along</font>



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