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Problem with Issue Resolve
Summary: enzs_69 shared their experience of selling an in-game digital item for $175, which the buyer later disputed as not received, claiming they expected a physical item. Despite attempts to clarify through the listing description and communications, the buyer insisted they received no physical package. After both parties contacted the platform's agents, the decision favored the buyer due to the lack of a tracking number for the digital item. enzs_69 seeks advice on disputing the decision, as phone calls with agents have been unsuccessful.
Hello,
Recently I sold a item worth around $175. The item was digital, so it was an in game item.
After receiving the notification that the buyer has paid for the item, I chatted with them in order to give them the item in game. I gave them the item and simply went on with my way.
A few days later I received a “item not received” dispute, with the buyer claiming that they have not recieved their item as they thought it was a physical item and they would get it in the mail. I try to explain that the description of my listing says that the item is an in game item only and items will be given in game only. However, the buyer claims that he knows nothing about how the game works and that his daughter handled anything virtually. I tried explaining further but had gotten no response from the buyer.
After the 3 days of waiting until ebay steps in, I contacted an agent, who claimed that the buyer had confirmed to receiving the item. I believed that meant the issue would be resolved soon, since the buyer admitted to receiving the item. However, 20 minutes later the buyer contacted an agent themselves claiming again, that they had not received a physical package, and the case was decided in the buyer’s favor as no tracking number was given for the digital item.
Is there any way to try and dispute this? I’ve been on the phone multiple times with agents but with no success since I have no evidence of the transaction in game.
golfingaddict
Mentor2 weeks agoThe first problem is that you may not have listed it properly. Electronically delivered items have rules to follow so you don't run into problems. Looking at your listings, you do not have them in the correct category and you state you will ship them. Both will cause you issues.
Here is an explanation about digital items.
When selling digital items on eBay, you must follow the electronically delivered items policy. Key points include:
You must be an eBay-approved seller to list electronically delivered items outside the Everything Else > Information Products category.
You need to provide verification of ownership or authorization to sell the digital goods.
You must disclose all buyer requirements to receive the digital good, such as needing a U.S. credit card or creating an account.
Listings must clearly state that buyers receive a revocable license, not unrestricted ownership.
Electronically delivered goods do not qualify for the eBay Money Back Guarantee.
NFTs have special rules: listings up to $10,000, no auction or best offer, must follow eligibility policies, and be listed only in the correct NFT category on your local eBay site.
Local pickup is not allowed for digital goods, and the item must comply with all laws and eBay policies.
You are responsible for customer support related to Items Not Received or Significantly Not As Described issues for digital items.
Make sure to regularly review selling policies and comply with eBay's User Agreement and all applicable laws.