buyer files CC chargeback before item delivered
I recently sold an item for a nice chunk of change. I am trying to get TRS so i try and pack/ship within 24 hours to improve my stats.
i find out the next morning that the buyer sent a message last night (after i had packed and shipped the item) requesting a cancellation. Since the item had shipped already, this was not possible. A few hours later i get a notice from ebay about money on hold due to a buyer filing a dispute with credit card company
It wants me to respond in 5 days. I can upload supporting documentation or i can just accept it and refund the buyer from my available funds.
The issue im having is, the buyer put 'item does not match the description in your listing' for the reason. this was AFTER it had shipped and i have been charged for the label. i have no issues accepting a return and relisting, i offer free returns to avoid any problems.
on ebay, the buyer put 'ordered by mistake' but on the CC dispute, the buyer put 'i did not realize until after paying that the listing was for an item that did not match the title or description' which is really strange because the title lists X franchise and Y character as well as having pictures of X tag on Y item that says the franchise name.
so the buyer admits he did not order by mistake and is now claiming that the item doesnt match the title or description.
how, if possible, can i defend this? im going to head to the post office when they open and hope i can get them to stop the package. i dont think its even moved out of my city so fingers crossed.
isaiah53-57
·2 years agoIf there was ever a case where ebay could win a chargeback on a sellers behalf, this would be it - My guess is they still wont win, because they I believe they put absolutely no resource or effort toward chargebacks - They dont lose anything so why should they, right?
During the time we were with PayPal, before managed payments, we dealt with two chargebacks(that was before chargebacks became a popular way of scamming sellers) - Paypal won both cases for us and we ABSOLUTELY didnt have to do a single thing - They informed us of the chargeback and said they were working on it without asking for ANYTHING and both were won on our behalf ...Oh Paypal.... I sure did miss you after dealing with ebay and managed payments on some issues...
rseuqinh
·2 years agoPretend you are eBay.
-- If you don't pay the salary for an employee to win the chargeback
1. you get $20
2. you keep all the seller's fees plus 30 cents
3. and the seller refunds more than they got, including fees, shipping, and tax back to the buyer.
4. And the seller moves up to the next level, to pay you a higher percentage of FVFs.
5. Plus PayPal or Adyen won't cancel your account, or charge more fees because you're fighting too many chargebacks -- you just refund the buyer, which is less work for them.
-- Figure out the opposite if you fight the chargeback.
What's your choice?
isaiah53-57
·2 years agoDo the RIGHT thing
dbfolks166mt
·2 years agoThis one is probably going to turn into a mess. What was the item? Was it a domestic or international sale? Did/is it going through a freight forwarder?
Since this is a chargeback eBay is not going to be much help they are out of the decision process. If you can get the package recalled and back in your possession then simply accept the chargeback and eBay will handle the financial aspects of the refund. DO NOT unilaterally refund the buyer.
If you cannot get the package back it gets more complicated. You can dispute the chargeback stating the buyer opened the chargeback for NAD prior to even receiving the package. However, if you loose the chargeback and the CC company rules in the buyers favor unless the buyer either refuses the delivery or initiates a return on their own you will likely not get the item back. The CC company is also going to charge you a $20 processing fee.
atomicgeishaindustries
OP2 years agoI went by fedex today and they said they should be able to get it back to me monday since it has been scanned in but wont actually move until monday at 3pm.
so im fine with this outcome minus buyer being a liar.
dbfolks166mt
·2 years agoI went by fedex today and they said they should be able to get it back to me monday since it has been scanned in but wont actually move until monday at 3pm.
so im fine with this outcome minus buyer being a liar.
That's good news. Since the item is coming back you may want to simply cancel the order if you can. EBay will refund the buyer in full and you should get credit for your FVF's less the $.30. Give it a day for eBay to process the financial refund then dispute the chargeback on the basis that the buyer has already been refunded. You should win that under the provisions of eBay's policy. Not sure if UPS will refund you for the label since the package never moved but it's worth a shot.
Lastly add this person to your BBL. Following is the eBay policy on chargeback seller protections.
https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293
atomicgeishaindustries
OP2 years agoas soon as i saw the case and it said payment dispute filed, i immediately blocked them. im just glad ill get my stuff back THIS time.
last time buyer somehow managed to create a case before asking for a return label and won that case, TWICE. i was out 75 bucks that time and didnt get my stuff back.
dbfolks166mt
·2 years agoas soon as i saw the case and it said payment dispute filed, i immediately blocked them. im just glad ill get my stuff back THIS time.
last time buyer somehow managed to create a case before asking for a return label and won that case, TWICE. i was out 75 bucks that time and didnt get my stuff back.
That is the double whammy with chargebacks. Under current laws CC companies are not required to have the card holder return the item before they issue the refund. Of course once they are refunded they have no incentive to return the item.
albertabrightalberta
·2 years ago@atomicgeishaindustries
Just in case Fedex isn't able to recall the package, don't issue the refund until you get the item back.
broto_64
·2 years agoUnfortunately as sellers we have little choice in the matter, if the OP does not issue the refund by the deadline then the bank / ebay will force the refund and it costs the OP an additional $20 "fee."
It is unfortunate as well, from what I have read in the past, ebay does not provide sellers with the appropriate "tools" to dispute a chargeback. We're supposed to provide documentation, but the page that informs us of this hardly provides us a proper way to do so.
Further:
4 out of 5 fraud chargebacks are not the result of real fraud.
Friendly fraud chargebacks
Customers will initiate chargebacks based on a fraudulent claim when they either forgot they made the charge or someone who has access to their credit card details made the charge without their full consent. This can often be young adults who didn’t have permission to use their parents card details. This type of chargeback can cause a small business the greatest revenue loss as this type of chargeback has increased significantly over the years. Especially because. customers with successful chargeback are nine times more likely to repeat it.
This however does nothing for us as sellers.
I would, as the OP, get on Facebook for ebay and ask those people kindly...
Explain to them the exact story, how it is here, buyer purchased, then asked about cancelling but package already shipped and then before the package was delivered the chargeback was opened...
Ask them kindly what do they advise?
dbfolks166mt
·2 years ago@atomicgeishaindustries
Just in case Fedex isn't able to recall the package, don't issue the refund until you get the item back.
It may be a bit risky give Monday is a holiday. Depends on when the buyer opened the chargeback and whether the item arrives back before the deadline expires to respond to the chargeback. After that eBay will just issue the refund regardless of whether the seller has the item back or not.
12345jamesstamps
·2 years ago"the buyer put 'ordered by mistake' but on the CC dispute....I am a little confused...takes more than week to even see "CC dispute"...usually funds are on hold and an open claim by eBay which you have to respond you.
I am a little surprised you even knew it was a CC dispute..."the next morning".
Is this something new where you can see a CC dispute so quickly? I have had a few.
I would hold out until another 3-4 days...submit documentation and your story.
Documentation: usually a photo of something: receipt or photo of tracking taken from eBay "item sold" with tracking number and such.
You are basically dealing with the bank which eBay gives the information to the bank.
If you have a receipt from "FedEx"...if not...request it...that's your documentation...take a photo of it.
Good Luck.
atomicgeishaindustries
OP2 years agoit didnt take a week for me at all. from the time of sale > dispute was less than 3 days. it shows on my sold tab. it says 'payment dispute filed'
umccars
·2 years agoIt will probably cost, but get it coming back to you.
cordell1
·2 years agoContact ebay and report seller, don't refund without return of product. Ebay may be able to help you as buyer states not as described and the package has not been received by buyer. Have ebay call you, when it offers you to chat....just keep inserting agent and they will finally give you an option for a call...take that option. Good luck!
toysaver
·2 years agoPackage Intercept - Stop Delivery of Letter or Package | USPS
atomicgeishaindustries
OP2 years agoits fedex because it was a rather large (but not heavy, under 10 pounds) box. i am still going to the store i dropped it off at (its less than a mile from me) to speak with someone.
toomuchstuffagain35
·2 years agoI really hope they can intercept it for you because this buyer doesn't sound like the type to return it to you after they get refunded.
toomuchstuffagain35
·2 years agoI'm assuming this was for the Sonic Shadow plush. How the heck do the photos not match the title and description? (or vice versa)
atomicgeishaindustries
OP2 years agoapologies for selecting this as the best answer, ebay was lagging for a hair and i may have clicked on accident.
yeah it was the shadow plush. i really dont know as i used the same title as the one that sold for 500. i could see MAYBE the sonic the hedgehog part being confusing, but it says shadow right after. sonic the hedgehog is on the tag also *shrug*
im guessing maybe huge buyers remorse but once it shipped trying for a freebie?
broto_64
·2 years agoFedex:
https://www.parcelpending.com/en-us/blog/how-to-reroute-a-package/