1 Cancelled Order 2 Chargebacks 1 Refund No Help
So Early August I sell an item for $249.99 eBay immediately emails me saying they cancelled the order for my protection and to not deal with the buyer, they deleted his account. The order was going to a forwarding company btw... But eBay says Don't ship him anything, don't refund, or do anything without contacting eBay first. The buyer immediately creates a new account and bombards me with messages saying eBay mistakenly deleted their account and if I can send the product anyway.. I ignore. Contact eBay on what to do.. the CSR says they will handle the order. Well they didn't do anything.. the order wasn't refunded or anything. Whatever...
The buyer creates a dispute/chargeback shortly after for item not received... A hold is placed on my account. I contact eBay again just to double check on course of action on my part as the last CSR said they were handling it. Well he says don't worry about it again that there is no funds to refund... that it was taken care of. This was all false.. I received the funds. So this is when I decide the CSR's have no clue what they are talking about. I go to the dispute and simply accept it so I don't incur any fees. The case is closed, I am charged the cost that was paid and the refund is issued to the buyer. Cool... the transaction shows in my payment history that the $249.99 was charged to my bank account, my bank account shows it came out the next day.. I am done with it.
Fast forward 3 weeks... I get a new dispute on my account for $249.99 and hold... The dispute is reopened. This time the reason says the buyer doesn't recognize the transaction. What the heck? I have talked to so many eBay support people and none of them get what I am talking about. How in the world would I have a whole other hold on my account for another dispute for the same order when it was already refunded. The bad thing is I was told I had to accept it or challenge it within several days to not have any fees... So accept it and refund the $249.99 AGAIN? or challenge it... So I go to challenge it and provide the documents showing the eBay charge id transaction for the initial refund when I accepted the dispute, the transaction matching up on my bank account statement for when it came out.. and the email from eBay saying they cancelled the order and how the buyer is no longer a registered user and all the things I am not to do... But the problem is in order to challenge a dispute you HAVE to provide tracking information to prove you shipped the item... But the challenge isn't to prove I shipped anything... I didn't... its to prove I already refunded it.
eBay CSR's keep saying they don't see that the dispute was initially refunded... making me seem like I am nuts... though in the dispute it clearly shows is was. I finally got someone after maybe 6 different CSR's that understood and sees that it was refunded... but they say the hold can't be lifted that its all in the hands of the buyer's bank and their decision.
So I am at their mercy... I have a feeling eBay screwed up somewhere... they took the refund and the buyer didn't receive it? Or perhaps it was through multiple processes and they initially disputed it through one processor got it refunded... then disputed it at the first processor? Like could they dispute it at PayPal get refunded back to paypal... then dispute it at their bank which funded PayPal saying they don't recognize that charge? But wouldn't that dispute goto PayPal and not eBay? Now i am just confusing myself... I just don't see how a bank would let you file a dispute once it was already refunded.... But all I have learned is eBay hasn't been of much help... most I have talked to don't understand the situation and think its just a normal dispute... but this seems far from normal in my eyes...
mam98031
·1 year ago@katoysandgames
I've gotten that type of email many times over the years from Ebay. Unless it has changed, it does NOT say not to refund the buyer if you don't ship the item. Why would you think you don't have to ship it and you can keep the money too?
"The buyer creates a dispute/chargeback shortly after for item not received." Were you surprised by this? You have both the product and the buyer's money. Of course they would file a Chargeback as they want their money back.
Ebay has safeguards in place. A buyer can't open another claim or Chargeback when they have been fully refunded in the past on the transaction. Heck their credit card wouldn't allow that either. They too have safeguards in place. So I think you may have a misunderstanding.
I'm not at all sure where the miscommunication is coming from.
katoysandgames
OP1 year agoNever did I think I get to keep any money from a cancelled transaction. The email specifically said to not do anything with the order. It said they cancelled it and to not issue any refunds or ship the item etc. To contact eBay first. Which was what I did, and immediately after the dispute was made, I contact again and then accepted it so the refund would just be made. As I said eBay made it sound like they were cancelling it and refunding it, but thats just not how it worked. But none of that was really the point of the issue here. It was refunded per the initial dispute which was a chargeback, then a new chargeback was made
mam98031
·1 year agoThat is not an unusual email. Most sellers get them from time to time. I've seen many in my time selling on this site. NEVER has it told me not to refund the buyer nor did I have to contact Ebay before doing anything. Ebay leaves that to the seller because Ebay doesn't know if the item had been shipped already. And Ebay NEVERS processes a refund when they issue these emails, again because they don't know if you have shipped the item.
The vast majority of these types of emails, the transaction goes off without a hitch. Probably 98% of the time I get one of these emails, it is after I have shipped the item. It has never caused any problem and I've never had the buyer file a claim.
If you want to post the body of the email here, that would be helpful as things change fast around here, so it may have changed since the last time I saw one. Make sure you black out or delete any reference to your buyer's ID.
If anyone else has a recent one of these types of emails, I hope you will post it so we can take a peek at the wording.
mam98031
·1 year ago@katoysandgames
It would also be helpful if you posted the TWO notifications you got for the Chargebacks. Again, blacking out any buyer info. Make sure we can see the dates.
fern*wood
·1 year agoA year or so ago I received the same message from ebay on an item. It specifically stated not to ship, if I hadn't already, and not to refund. I read it many times and could only imagine ebay was making sure the payment did go through and would refund to the "buyer" when/if it cleared. I waited, waited, waited, heard nothing more from ebay but received a bank charge back. I never bothered calling anyone, because I basically didn't trust what they would tell me. At this point, I did just as the OP and issued the refund through the charge back, and thankfully never heard anything more.
Hopefully someone will see the second payment dispute as bogus and close it out for the OP.
bonanza125
·1 year agoYou need to give the situation time and to be investigated by the buyers bank. It should only be 1 charge for 1 transaction. These situation take time to figure out. Chargebacks can be a nightmare sometimes.
todaysstyle
·1 year agoYes, they can dispute the transaction through Ebay. If Ebay decides in your favor they can dispute it through Paypal (if Paypal is how they paid). Paypal decides in your favor, they then dispute through their CC company. CC will, 99 and 9/10s percent of the time, decide in the card holders favor. You lose every time. Had it happen so I know it to be true.
katoysandgames
OP1 year agoWas a bank chargeback both times, first time I accepted it and the refund was issued. So the case was won in their favor... as I allowed it without challenge. They reopened the dispute and filed a new chargeback for the same thing... though it was already refunded. eBay says there is no guarantee I will win the dispute... so what to do? If I lose it and they jack my money I file a dispute with my bank for the initial money since they took the money again? A big circle jerk of disputes perhaps?
12345jamesstamps
·1 year agoQuite a bit to read.
Let me first say a buyer cannot open a claim on eBay and also dispute the same item on a credit card.
The dispute on the credit card will go through and the claim on eBay won't.
So buyer will get what they paid to you 'once' as a refund...period.
If you refunded the buyer than the dispute will close on your behalf.
I don't know what you told the 'bank' about dispute...which only the buyer's bank will read and didn't really matter to eBay...eBay just sends your response to bank(buyer's).
Anything eBay customer reps told you just ignore...they will not even comprehend the situation.
Anything you email eBay about just ignore.
It's between you as a seller and a dispute with a buyer's bank.
eBay steps back...and just sends information on the outcome of it.
katoysandgames
OP1 year agoBoth disputes filed are chargebacks, neither was a eBay claim. I accepted it without challenge the first time so it was refunded. Now its filed again... double jeopardy of chargebacks.