Buyer returns authenticated item AND initiates chargeback.
Hello community,
I have a special case. I sold some jewelry on ebay worth over $9k a month ago. I then shipped the items to the authentication center using a shipping label provided by ebay right after the items sold. Authentication passed and the items were shipped to the buyer. The buyer then claim that the items are not as described (not true) and initiate a return. They use the return label provided by ebay and ship the items back to the authentication center. While the items were in transit to the authenticator, the buyer then initiated a chargeback/payment dispute through their credit card/financial institution. Ebay closes the return, and when I look at the dispute details, it is stated that I am protected as a seller for this dispute and there is nothing I need to do.
The items then passed the second authentication process and I received them back in good condition. What will happen now? Likely, they will win this chargeback and I really don't care about them, but will I have to pay everything back to ebay as well? When I called the ebay customer service, I was told that I will not be able to refund any money, and should be able to keep all funds, since I am protected as a seller through their seller protection policy. This, however, is truly hard to believe. What are your thoughts on this?
Thanks everyone, this has been quite a hassle. I never had a buyer complain before. They seemed sketchy right from the start.
alibodally
·5 months agoHi. I am very curious as to how this worked out as I am in a similar situation right now!
adamcartwright
·5 months ago@alibodally
Maybe if you message OP through theirr profile page, they will share the outcome.
It's pretty frustrating when people come here with problems and take pages of advice, then don't return to let us know the outcome.
alibodally
·5 months agoThanks! I actually did that so I am anxiously waiting a reply!
le-5262
·6 months agoI just had something very similar happen...
I give the situation about 10% chance that the chargeback will affect the return
and when you receive the item
you'll end up refunding
AND
they will win the chargeback
BUT
thankfully, 99.9% chance you will be protected from paying TWICE
if eBay told you that you are covered.
amyandherbert-2008
·6 months agohad that happen to me last mouth and got too keep the item and and money wasn't that much but ebay close the case in my favor and the card holder lost on both ends my was like 250.00
samzsh
·6 months agoIf the order went through eBay Authentication Guarantee and the dispute page says you’re seller protected, then usually you don’t have to refund anything—even if the buyer wins the chargeback. Since the item was authenticated twice and returned to you, the case is handled by eBay and they cover the chargeback under their Seller Protection policy. Just keep the messages and tracking records for safety
tools*
·6 months agoPut the jewelry in a drawer and forget about it. The payment makes up, to a tiny degree, for the millions of dollars eBay has screwed sellers out of.
junit3493
·8 months agoyo tengo un caso algo parecido tal parece ebay protege al comprador ,yo tengo un caso por que me pidieron una devolucion despues de 20 dias con el producto es obvio me quieren estafar y como soy vendedor pequeño con una devolucion ya te ponen restrincciones no puedo hacer nada solo esperar si el comprador me devuelve el producto ,todo muy confuso.
marnotom!
·8 months agoLike a couple of others who have posted here, I’m wondering what the seller needs “protection†against when they’ve already had the merchandise returned to them.
chemistryde
OP8 months agoProtection from scammers, purchasing expensive items, receiving them, deciding to return them or making up reasons to cover up buyer's remorse, something they are typically are not covered for if a seller does not accept returns. In cases like these, sellers are already responsible for all shipping charges to the buyer and back from them to the authenticator, maybe even ebay final value fees, and chargeback fees. This is in addition to their reputation that is on the line, and the time and effort it will take to relist/sell such items. Plus, the uncertainty of what will happen next at the discretion of ebay is really irritating.
This is why I am grateful to get some opinions from the community here of what exactly might happen next.
marnotom!
·8 months agoThe authentication process ensured that you received the same item that you shipped out to the buyer. You are able to resell that item. Heaven forbid that that involves a bit of work. The fees you speak of can be written off as business expenses at tax time, and that includes your shipping fees. You've received excellent protection from the Authentication Center already. I'm having a difficult time seeing why protection against this chargeback is required.
adamcartwright
·6 months ago@chemistryde
How did this turn out for you?
krazzykats
·8 months agoPayment dispute and seller protections
á“šá˜á—¢
chemistryde
OP8 months agoThanks. I have read through these guidelines. But since they are rather elusive, I could not really find any scenario listed there that would apply to my specific case. Which is why I seek guidance from ebay and the community here.
babyers88
·8 months agonormally with any chargeback ebay will hold the chargeback amount of funds from your account
until the chargeback is decided which normally takes around 90 days.
You are fortunate that they did the return and sent it back, first.
Due to the amount I would find it highly unlikely that ebay will allow you to keep both the item and the money. Anything under $500 is discretionary, over $500 and it's not likely.
I don't know if authentication changes that process (money wise), any $$$ hold will be shown in the 1st notification that ebay sent you.
**I'm guessing they got scared that they would not get a refund and someone advised them to do a chargeback. Or they were just being overzealous, sucks for them because a chargeback goes on your credit history just like a speeding ticket or vehicle accident goes on your driving record.
bdmh-enterprises
·8 months agoThat's the basis of my original advice to keep the money handy. But really, the $ amount shouldn't matter. $100 or $100,000 seller protection is either there or not. And the funds are apparently not on hold.?.
The more I think about it, the more I think the buyer screwed themselves, or more likely their CC provider, by doing the charge back when they did. I'd bet eBay wins this because of the AG, the return and the "voluntary" voiding of the MBG.
chemistryde
OP8 months agoThank you, I completely agree with everything you have said. It's just so infuriating trying the right thing and doing everything by the books and as recommended by ebay, and still getting scammed, resulting in expenses I potentially have to cover simply by trying to sell something that was exactly as described in the first place.
And yes, the funds are not on hold and have been paid out like always. There was a hold right after a return was requested, which was then released after the chargeback since the return was closed as a consequence.
broto_64
·8 months agoI hope you are right, and I certainly want the seller to keep their money but also if ebay continues to spring for refunds in cases like these then it won't be long before that all comes to a screeching halt (and either our fees go up or who knows but something will have to give sooner or later).
ten_o_nine
·8 months agoSeller protection should shield you from buyer fraud, but it doesn't necessarily mean you get to keep the money and the item. Since the item's back in your hands, intact, and the buyer initiated a chargeback, eBay might still want their money back. I'd say you're protected from additional losses, but don't count on keeping the sale funds. Better safe than sorry – keep an eye on your account and be prepared for a potential refund.
ccomic
·8 months agoDoes the authentication service validate the item or description? If I said “genuine diamond ring turns lead into gold†and it was a genuine diamond ring, would it pass authentication?
Not saying this applies to this case, but just curious.
chemistryde
OP8 months agoI talked to someone at ebay customer service who was actually located in the authentication department. She seemed very knowledgeable and confirmed that they check for quite a few details. They check for listing accuracy, authenticity, perform gemstone grading (if applicable), and check for alloy quality spectroscopically. Now, "turns lead to gold" may be something that won't pass authentication or they simply don't check for that and it would still pass, ha. But they do take "seller protection" seriously, according to them.
adamcartwright
·8 months ago@ccomic
The AG process authenticates the entire listing -- the representations you make in the listing, plus the representations made on the item itself (like the 14k stamp, etc.)
If they are unable to authenticate any of these representations, it will fail.
kibble-net
·8 months agoThe buyer could have waited for the refund, but instead they decided to go nuclear. You're covered by seller protection. Ebay might refund the buyer, they might not. But you don't have to.
chemistryde
OP8 months agoThanks so much. So you don't think that If the buyer gets refunded, ebay will just invoice me for this to get their money back? I guess it is hard for me to fully understand how seller's protection would really work in this case.
broto_64
·8 months agoI can tell you ebay has covered for me in a case where the buyer first did a return for refund, their account suddenly went NARU (which voided their MBG) so they then went through the credit card chargeback method and ebay paid for it because the buyer "won" but I didn't have to pay a dime, no guarantees here as it's not exactly the same as yours so YMMV.
Also in my case we're talking $75 and not $9000 so idk if that matters.
I'm afraid it may be a case where there's only one way to find out, if such were to be would you mind posting the outcome when you get there, I am sure we'd appreciate your knowledge.
bdmh-enterprises
·8 months agoBuyer might have shot themselves in the foot with the timing of the charge back. Had they waited eBay would have automatically refunded when you got the item back, but sounds like they just closed the case cause charge back ends their MBG. It's possible the AG gives you seller protections against the CB, but you should definitely keep that money handy until eBay says your good or they take the refund. Meanwhile you should be good to relist it. Just make sure to block the buyer.
chemistryde
OP8 months agoGreat advice. Thank you!!
bonjourami
·8 months agoSo you got the items back ok?
chemistryde
OP8 months agoYes, and I paid for return shipping. However, I was told by ebay customer service that I cannot initiate a refund, seller protection applies, and I should just wait and see what happens.
kensgiftshop
·8 months agoEither way, the buyer will get a refund.
I know on a regular NAD, when they dispute through their bank, the buyer wins.
Since it went through AG center, Ebay might cover it, but wouldn't depend on it.