Buyer disputed order charge
Summary: A participant started a discussion about a buyer disputing an order charge. Various people responded, indicating multiple exchanges, but no specific details or resolutions were shared in the posts.
May 18 I receive notice of paid order (approx 45.00 in total) and please ship. Within a few minute I packed for shipping which would go out the next morning. A few minutes later I receive notice of buyer dispute, evidently they reported not knowing of the charge to their card. Uncomfortable with the term dispute as if it involved me I clicked on accept dispute anyway, unpacked and placed merchandise back in my inventory. Now days later I see the money is still in limbo, neither in my account nor removed from limbo best I can tell. I received a message from the buyer this morning who is asking me why the item never shipped? What the holy heck is going on, please?
garygo1234
·2 weeks agoDon’t remember charge of 5.32. What was it for. Thanks
Gary Van Maanen
iamalwaysright
·4 months agoIt seems pretty clear to me that this is just a simple case of the buyer not knowing what the description was in the line item of his credit card activity and just filed a claim for it. He didn’t know it was for the eBay purchase as the verbiage on the charge description can be very confusing, I don’t even think it says “eBay” on it.
It’s been almost a year I think since I dealt with something like this. So unless something drastically changed with eBay’s process with payment disputes since then, here’s my take on it.
As long as you know what you’re doing and take the right steps, it would have been fine if you shipped it out with the postage label that you created prior to receiving the payment dispute. Challenging a dispute with the “unknown or unauthorized charge” reason isn’t that tough to fight thru eBay. In fact it’s the easiest one to get your money back compared to the other reasons a buyer might use. All you have to do is provide the tracking number that shows the item was delivered to the shipping address (buyer’s zip code should be enough). You’ll definitely lose the claim with the buyer’s bank, but when you do eBay will cover you with seller protection and pay you the money out of their pocket. Your item was only $45 and I don’t see a problem with eBay covering you for that.
Many times payment disputes are filed after the seller ships the item and the package is still in transit. Many sellers including some here in the boards will tell you to try and intercept and retrieve the package. Unless you really care about the item you are shipping, I say just let it go and get that tracking that shows delivered so you’ll be covered. I don’t care if the buyer used a stolen credit card. I don’t condone buyers using stolen cards, but it isn’t my job to investigate these matters. Leave that part to eBay to handle and sort out. All I care about is a buyer paid me, and I need to ship it. It’s not like I’m selling weapons or plutonium or anything, just clothing.
gone.c-33
·4 months agoI usually treat messages saying “Please ship ASAP”, “I have made payment for this item, ship now” as red flags.
eBay tells us when items are paid for and ready for shipment, I specify my handling time in my listings and buyers can see their estimated delivery date.
Buyers who tried to pressure sellers in shipping as quickly as possible, or worse, asking for overnight shipping, can be a sign of a hijacked account or payment made with a stolen credit card. They’re hoping the seller will ship before the actual account/cc owner will notice the charge.
soh.maryl
·4 months agoWhy did you not just cancel, using "buyer requested" as your reason for cancellation?
deltilogical
·4 months agoIt is patently unfair that you cannot send that demanding email from the buyer to the Dispute file to be part of the consideration by the bank.
12345jamesstamps
·4 months agoIf it was me...I would block the buyer.
As a credit card dispute the money goes back to the buyer's credit card eventually.
What would happen if seller marked it shipped anyway? And not ship it?
Does seller lose any eBay fee on the item sold in a credit card dispute or does seller get the eBay fee back as a credit?
kingsriverboy
OP4 months agoOh no! buyer cancelled order, why would anyone but buyer be on the hook for costs incurred? I mean I've spent hours now dealing with it in addition to packing, unpacked, inventory, communications with buyer, not understanding the "dispute" nor should I need to know anything but cancel since it was never actually mailed. Very uninformative and convoluted notice/process to be sure.
kingsriverboy
OP4 months agoAdding it should be none of my business whether it was just cancelled or disputed with their bank really. Either way, the process for a seller should be the same. Just cancelled if not mailed. Or cancelled and in limbo until the item is returned in condition sent, etc.
soh.maryl
·4 months agoA buyer cannot unilaterally cancel an order. The buyer can request that the seller cancel, then the seller can actually do that.
kingsriverboy
OP4 months agoJust being cautious since the wording "dispute" with no real mention of what I should or should not do, even what accept means or that I have to cancel a shipping label, etc. The whole thing as first time this has happened to me just felt sus. Thanks to all!
ryry-jj
·4 months agoI wonder if the buyer has second party alerts on all the CC/bank charges, and they received the text message, "did you make this charge" and didn't connect the charge to eBay...just a thought. In any case, screen shot the dispute message and send that to the buyer, & cancel the shipping label. Wait for the outcome.
kingsriverboy
OP4 months agoDid that, thank you.
stephenmorgan
·4 months agoThat is possible depending on how eBay post the charge to their account. My last two purchases show up with eBay identified as who made the charge. Ebay O*XX-X0389 Dl-Ebay-Fiserca - 6640 sometimes it is like this eBay O*25-14179-36654 XXX_XXXXXXX CA.
$1.08
kingsriverboy
OP4 months agoAdding I see the shipping label is still issued and looks like a packed shipped item in my paid and shipped tab. I just thought accepting a dispute would cancel everything out since it had not actually shipped. Is there something more I should do? The dispute page says the following
Thanks for accepting the dispute. We'll deduct the dispute amount from your funds and close the dispute once we receive the outcome from the buyer's payment institution.
luckythewinner
·4 months agoYou have to cancel the shipping label yourself.
eBay is not going to do that for you, because they have no idea if you are going to change your mind and use it.
caldreamer
·4 months agoThank God you did not ship this item.
You need to cancel "shipping label". Go to Orders, Shipping Labels (click on VOID). USPS takes several weeks return your shipping money.
Payment Disputes can take several weeks to resolve and then dispute will close automatically.
kingsriverboy
OP4 months agoThank you. I do not see "VOID" as an option in the drop down menu, is there another word/choice which would be okay?
stephenmorgan
·4 months agoSee if this link will take you to Track and manage your shipments
page, find the order and then click on actions and you should have an option to cancel.
https://www.ebay.com/ship/labels/seller-hub
ryry-jj
·4 months agoHow did you receive the notice of dispute...was it just in an email or did you also see it in your messages? Also, when you clicked on the action button from the dispute, did you do that from the eBay page or from the email?
kingsriverboy
OP4 months agoEbay mail/page as best I can recall.
stainlessenginecovers
·4 months agoSeems the first thing you would do is reply
'You opened a dispute with your bank, as I was notified by ebay so I did not ship it and just 'accepted the dispute' so ebay will eventually be refunding your bank'.
In the meantime, do nothing, As I stated, eventually it will take care of itself.
kingsriverboy
OP4 months agoGreat thanks, so far that's exactly what I have done.
ten_o_nine
·4 months agoGreat reply @stainlessenginecovers
I would not point at the buyer right now, I would replace "You opened a dispute with your bank" with "An eBay notification regarding an open dispute with your bank account"