BIG BIG Problem: Customer was charged 2X's by Ebay for one order
#1 - Ebay's twitter account not working trying to contact them about this. I don't know how to call or email customer service.
#2 - customer sent me their bank statement showing the double charge. Customer said they can't get EB Customer service on the phone.
#3 - I cancelled the ONE order I had in seller hub. I don't have 2 order of the Coach. So that means the 2nd charge is still on customer's credit card.
What can we do to totally get the 2nd charge off of customer's credit card?
55 comments
monster-deals
·3 years agoYou?
Nothing.
Let the buyer do their own work.
buyselljack2016
·3 years agoIn light of the fact (seems to be pretty solid) that the buyer purchased twice, and as far as we know was only refunded once, the next buyer move may be a chargeback.
Buyer will be doing their own work. May not be good for the seller. Not sure how that $20 fee works, or if it would come into play.
toomuchstuffagain35
·3 years agoSo basically the buyer purchased the same thing twice from 2 different listings and then complained they were charged twice? Fair enough.
Doesn't explain how the seller only received one payment though.
monster-deals
·3 years agoThe seller doesn't charge the buyer anything and has zero access to their account.
There is nothing they could do even if they wanted to besides cancelling.
albertabrightalberta
·3 years agoI made the post above prior to finishing reading the entire thread. But I stand by the fact that the buyer was credited twice as shown in that screenshot.
However if the buyer was charged twice for the same item, I also found the reason. And it appears to be both buyer and seller error. Seller had 2 listings for the same item and the same 1687 feedback buyer purchased both!
Item 225516293794 sold on April 9: https://www.ebay.com/itm/225516293794?hash=item3481d18ea2%3Ag%3AK%7EMAAOSwMyhibkQq&nma=true&si=yaAVyBToJ7PqUgZSJaNbP%252Fw6gec%253D&orig_cvip=true&nordt=true&rt=nc&_trksid=p2047675.l2557
Item 225521682613 sold on April 10: https://www.ebay.com/itm/225521682613?hash=item348223c8b5%3Ag%3AK%7EMAAOSwMyhibkQq&nma=true&si=yaAVyBToJ7PqUgZSJaNbP%252Fw6gec%253D&orig_cvip=true&nordt=true&rt=nc&_trksid=p2047675.l2557
toomuchstuffagain35
·3 years agoNo it's correct.
If it was a bank statement they would be credits, but as it's a credit card statement they're debits because they're adding to what you owe, an ACTUAL credit on a cc statement would show as a debit.
albertabrightalberta
·3 years agoNope, not correct. This is from my own c.c. statement.
Notice that my payment is shown with a "minus" sign because I got credit for the payment.
The credits/returns are shown with minus signs.
The debits/charges I made are added to my balance.
And in fact, if you look at the screenshot sent to the OP by the buyer, after each $58 credit , the buyers available limit increases with each refund.
a_c_green
·3 years agoAh. Well spotted. (Why didn't I see that? 🙄) That would also explain the two Shipping label purchases I was wondering about in the OP's screenshot.
janet9988
·3 years agoHow is this any fault of the seller?
Only the buyer can click the commit icon and only the buyer can pay.
The buyer pays the funds to ebay not the seller.
albertabrightalberta
·3 years agoIf the seller listed it after it sold, the seller erred too!
Seller listed, buyer purchased.
Seller listed same item again. (Why? Who knows?) Same buyer purchased again. (Again, why? Who knows?)
Both seller AND buyer made mistakes.
albertabrightalberta
·3 years ago@liawrig.nq8rdwqa3
Did you actually send the bag to the buyer? Because if you did, you sent it free since you'd issued a refund for it.
In looking at your completed listings, I'm only seeing one sale of the bag to a buyer with 1687 feedbacks. After it was sold, you relisted (as item 225520161564) but ended the listing early.
lonebuck-books
·3 years agoOne other thing, was this purchase a best offer purchase? The reason I ask is some buyers are required to provide payment information and authorization prior to submitting a best offer. If so I wonder if eBay is putting a full hold on that amount and then once it is approved, they bill it causing a double entry that takes a longer amount of time to clear out. That might take longer than a regular payment hold that you would see at a gas station or grocery store that we all see from time to time.
lonebuck-books
·3 years agoThere isn't anything you can do. eBay does all of the payment processing and as such is the only one who can fix it. If the customers bank won't do anything they are going to have to keep battling with eBay until it is corrected. Many banks use one of the big CC companies for their debit cards and that might be an avenue to bypass an unhelpful bank.
Anyone who sends you a copy of their "bank statement" would raise a big red flag with me that they are possibly a scammer trying to get money out of you.
Bottom line is there isn't anything you can do about it so don't get in the middle of it. Send them to eBay, their bank, or the CC company their bank uses and get out of the conversation.
mam98031
·3 years ago@lonebuck-books
You are pointing fingers the wrong direction. Ebay did NOT create the policies that ALL the credit card and debit card companies have today for how they process payments. This SAME thing happened when PayPal was our processor, it is just less people were paying that close of attention.
clearancecorner
·3 years agoThe customers are either telling the truth, and then this is something they have to work with eBay on, or this is a scam. I haven't heard of this before, but it could easily be 1 person contacting you from multiple accounts thinking eBay is double charging, and trying to get you to ship an order at some point but refund it since they say it's on you to fix the double charge. The bank statement could easily be faked, or they could have purchased an item of equal value from 2 sellers and are playing the same game with both.
If you got paid once, either refund the money and don't ship it, or ship it and don't refund a dime and hope there isn't a future scam like they claim the box was empty...
mam98031
·3 years ago@clearancecorner
You need to read this post: https://community.ebay.com/t5/Selling/BIG-BIG-Problem-Customer-was-charged-2X-s-by-Ebay-for-one-order/m-p/33677885#M2193662
It is neither Ebay's fault or a scam. It is how Debit and Credit cards across the nation have processed funds for many years. Some are just noticing it because they have started to watch their accounts closer.
liawrig.nq8rdwqa3
OP3 years agoTo all, the 2nd customer said ship it. apparently her bank makes two entries. One is pending. I've never seen anything like that before.
dbfolks166mt
·3 years agoTo all, the 2nd customer said ship it. apparently her bank makes two entries. One is pending. I've never seen anything like that before.
It sounds like things have been cleared up. Odd that this was the only line item on their CC statement that showed a double entry or at least the only one they noticed.
mam98031
·3 years agoIt is very normal in the finance industry. My Visa card has done it for years.
dbfolks166mt
·3 years agoIt is very normal in the finance industry. My Visa card has done it for years.
It probably varies depending on the card company. My cards have never had two entries. They list one one for the completed charges and in a separate section of the monthly statements, or in the online reports, there is a section that shows pending charges but there is no detail just a rolled up figure.
mam98031
·3 years agoIt is unlikely that Ebay charged a buyer twice for a transaction. When you cancelled the one order, the buyer should have been refunded. You can easily check your own account to make sure that too place.
What more likely happens when anyone thinks they have been charged twice on a single transaction is how these charges are processed. When a Money Processor such as Ebay pings your method of payment at the time you are making the purchase, the money is NOT instantly transferred. It places that amount in limbo for a few days called PENDING.
Once Ebay processes that payment through to your funding source the next day or day after that, that is when the money is actually removed from your payment method and the Pending entry should drop off in short order.
This is how it has worked for a very long time.
the-hook-and-the-loop
·3 years agoSo you think it's perfectly normal for a buyer to make a purchase on eBay for $58.84 and have $117.68 on hold? I make purchases all day, everyday, and only see holds for food and gas stations which are soon rectified.
yuzuha
·3 years agoIf it's anything like the way my bank does it, only $58.84 is ever actually on hold at any point. The "Pending" transaction is a temporary one and will disappear from the statement shortly after the funds actually go through, but there will be a short period of time where my statement shows two different transactions for the same thing until the "Pending" transaction (where the funds are no longer actually on hold) falls off.
mam98031
·3 years agoI suggested they re-read what I wrote as it appears they misunderstood how I explained it.
https://community.ebay.com/t5/Selling/BIG-BIG-Problem-Customer-was-charged-2X-s-by-Ebay-for-one-order/m-p/33677885#M2193662
mam98031
·3 years agoYou need to re-read what I wrote.
reallynicestamps
·3 years agoAt this point, you have the purse and the payment has been refunded.
Your job is done.
It is Easter/Passover/Ramadan. Even computers seem to be taking a break, although I would guess that eBay is understaffed due to holy days.
It seems to be the concensus that your customer is panicking and if they just sit back the question will correct itself.
But I would Block that customer. I don't think any future transaction with them would go any better.
simply-the-best-for-you
·3 years agoWere both orders the same day? I haven't seen one other post about this, so I don't think it's some sort of huge issue.
liawrig.nq8rdwqa3
OP3 years agoHey everybody, Ebay is having big problems. I got a message from another buyer, she was charged 2 times for one order. I told her to send me a copy of her bank statement. Something is wrong.
the-hook-and-the-loop
·3 years agoThis is better than YouTube! God bless us all.
dbfolks166mt
·3 years agoWell this is a new one. Logically the buyer would simply contact his CC company and open a chargeback stating they don't recognize the transaction or that it was a double charge. They need to make sure it is the one that is NOT the one you canceled, and I assume, already refunded the buyer for. If things work as they are supposed to eBay should handle the chargeback internally based on the transaction records they have. They SHOULD catch the double charge during this review but there is not guarantee of that.
You indicate you canceled it was that by buyer request? Assuming they already paid? Can you confirm eBay processed that cancelation and refunded the buyer?
liawrig.nq8rdwqa3
OP3 years agoYes when customer saw the double charge he asked for cancellation. I had not shipped order. I can't imagine it's a scam, but I don't know how it's a double order with the same order#.
ittybitnot
·3 years agoI can't imagine it's a scam, but I don't know how it's a double order with the same order#.
@liawrig.nq8rdwqa3
Not to say eBay is not extra glitchy at the moment, but we see this problem quite often on Buying Board. As suggested by the poster upthread, when an order is made eBay immediately snags the funds with an authorization. The buyer can't use this money for something else. Then when the payment is finalized, it is charged and the authorization is "supposed" to be removed. For some reason, eBay has a problem with NOT removing the first authorization charge in a timely manner. This makes for unhappy buyers whose money is on hold now for BOTH (or double the amount) amounts until it is settled.
It is the MERCHANT that dictates the schedule for removal of the authorization that is replaced by the regular charge. eBay is the merchant of record here, not you, not the buyer's bank or anyone else is at fault. The buyer does not know that YOU are not the merchant of record, so YOU get the angry messages and face the distrust of your buyer.
It is safe to assume, since you got only ONE order, and cancelled/refunded that one order the buyer has purchased nothing, and they will receive nothing, and eventually they will be made whole.
When this first started happening, the initial "authorization" holds were not removed for many days, or even weeks. eBay denied that they even did such authorizations, and said it was the buyer's bank or PayPal despite screen shots and evidence to the contrary.
kensgiftshop
·3 years agoThe first charge the buyer saw was probably just a hold put on the funds until the payment clears.
titipeo
·3 years agoJust wondering, but, any reason why the customer can not contact eBay on its own. You did your part, and only show one order, you are not the only billing or charging him, its all on eBay.
itscalledapostingid
·3 years agoIt sounds like the buyer doesn't understand how credit cards work. One charge was probably a pre-authorization that would just expire. Next time a customer contacts about something like this just direct them to talk to ebay by clicking the help & contact link at the bottom of any ebay page. There's nothing you can do on your end to help with a payment issue.
Also sounds like you cancelled the order? so you'll have to relist the item I guess.
liawrig.nq8rdwqa3
OP3 years agoAccording to the customer, the bank can't do anything either. It's on ME, the seller. Well, I did refund for the one order. But he has another charge for a GHOST order.
As for the scam, it's a small order about $50, that's small potatoes for a scam. I cancelled the order so the money isn't in my account - except maybe for the 2nd ghost order.
this is a mess. I think Ebay will have to figure this one out and I told the Customer to contact Ebay through twitter since he can't get them on the phone.
fern*wood
·3 years agoIs he sure the second entry isn't a credit?
liawrig.nq8rdwqa3
OP3 years agoHere's a copy of the order. It's two orders with the SAME order#. I cancelled ONE of the orders, but notice they have the same Order#.
kensgiftshop
·3 years agoThat's the same order.
The bottom is where they ordered it.
The top is the refund.
liawrig.nq8rdwqa3
OP3 years agoI'm going to let the customer take over. I'm exhausted.
pjcdn2005
·3 years agoWhy do you think it is 2 orders? One transaction shows that the item was purchased, the other shows that it was refunded.
liawrig.nq8rdwqa3
OP3 years agoBecause he sent me his credit card charge showing the same amount 2X's. I don't think it's a scam. I didn't send the order.
itscalledapostingid
·3 years agoDon't forget to VOID unused USPS labels to receive a refund since you're not shipping.
Have a nice day.
albertabrightalberta
·3 years agoWait a second! Those "minuses" on his c.c. statement are CREDITS!! They aren't charges! (Check your own cc account. Debits (charges) don't have a minus sign. Credits (returned items) show as minus.)
a_c_green
·3 years agoI don't think that's what's going on here, nor do I think those are credits, as you can see what appears to be the available balance on the line below the charge, decreasing with each transaction (reading from the bottom up).
That particular site might use (parentheses) to denote credits. It varies from one place to another. My Discover account uses different colors to denote payments vs. credits, and my JPMorgan Chase account uses negative numbers to denote debits, just as in the buyer's screenshot here.
That said, I agree that the first charge may be a hold or reserved amount, and once the second charge has been applied, the first should drop. I think this is more an issue with how the buyer's bank chooses to record the transaction than a matter of eBay charging the same payment twice.
a_c_green
·3 years agoI see a single purchase for one purse, and a single refund for one purse, in between of which are two purchases of two Shipping labels for $8.05 each (showing two different tracking numbers but pertaining to the same order). Can you explain what that's all about?
liawrig.nq8rdwqa3
OP3 years agoI can't explain anything because it seems that Ebay is glitchy and charging double for one order. Just got another message from customer that she was charged 2X's. I'm trying to help them, but I can't make orders if everybody's being charged 2X's.
caldreamer
·3 years agoI viewed your attached and Coach purse is shown twice (once as purchase and once when money was refunded). Customer was NOT charged twice.
reallynicestamps
·3 years agoHe bought one item.
Has he received that order?
He was (possibly) charged for two orders.
Did you receive payment for two orders?
Personally, I would not refund money I had not received.
Where his payment has become hung up, I cannot guess, but it is either with his card or his bank.
I don't have 2 order of the Coach....it's a small order about $50, that's small potatoes for a scam.
Designer purses are highly scammed and counterfeited. The small pieces, wallets and wristlets are in high demand with people who want to look richer than they are.
but, any reason why the customer can not contact eBay on its own.
Are you sure the person who contacted you is the person who paid for the purse?
liawrig.nq8rdwqa3
OP3 years agoHis credit statement shows 2 charges.
I did not receive payment for the 2 orders. The 2 orders don't show up in MY seller hub, only the one. But the customer sent me his charge statement shows 2 charges, same amount. I don't know what happened. I'll leave it in the hand of the customer & Ebay.
toomuchstuffagain35
·3 years agoYou only received payment for one order because there WAS only one order.
It looks like the 'other charge' on the buyer's statement was an authorisation hold.
I think you may have jumped the gun refunding.
kilov197
·3 years agoI think that's problem with his bank. I have a same problem with my customer. They told me " they paid 2 times for 1 item". But i just receive for 1 in my payment.
janet9988
·3 years agoIt is not on the seller.
Ebay accepts the buyers money using Ebay's managed payment processor. Sellers are not involved in that process.
dhbookds
·3 years agoYou can't do anything.........the customer is going to have to contact Ebay or their CC card company to deny the charge....... was there a refund on the one you canceled? Did the customer actually pay for the item.........or cancel before paying.........??
If you don't show the 2nd order.....frankly wonder if this might be a scam of some sort.........
yuzuha
·3 years agoTell them to take a close look at their statement. Does one charge say "Pending"? Because when I make an online purchase using my debit card, my bank puts those funds temporarily on hold via a "Pending" charge. Then, when the payment actually goes through, it will show a "Completed" charge and the "Pending" one will disappear within a day or two.