DIsputed transaction?
So, I sold some small valued items on ebay and the buyer contacted their bank to dispute the transaction as they said they hadn't received it. I uploaded the tracking number (again as I shipped through ebay) that showed that it was marked as delivered.
However I happened to run across some information that the selle can be charged a dispute fee if they don't jsut accept the buyer's requests.
Well, now I'm paranoid 😉 The value of the dispute fee is nearly equal to the value of the cards. I'd lose double that way. I also am reluctant to just accept as this dispute fee seems like a punishment when I didn't really do anything wrong.
I wish clients would contact sellers when something goes wrong. Anyone have any advice. I was almost tempted to jsut accpet it but it looks like since i already chose challenge, I'm locked in.
stcardgeek
OP3 years agoSorry to not reply earlier. I didn't notice there was a page 2, lol. I resubmitted my part of the dispute with evidence the buyer tracked the packagea and opened a lost package claim so a sudden change to 'I don't recognize the transaction' seemed suspect to me and ebay closed the case in my favor.
Honestly, it made me feel a bit better. Sometimes, I feel at the mercy of the buyers in the absolute rare instances like this where I did my part and they're being squirrely.
As a rule, I do try to work things out direct with the client but his choice to go nuclear and do a chargeback as his opening move made me reluctant to engage. I'd of replace the package easily enough.
stcardgeek
OP3 years agoSo, as an update, after i updated my tracking to ebay, the buyer suddently changed the dispute from item not received to 'I don't recognize this transaction'. Like...you tracked the package, you opened a duspute with your bank for item not recieved and now all of a sudden, you don't recognize it?! Then how do you know to track it, how did you know it was lost?
I feel like something is super off with this transaction. I am now supposed to resubmit my info based on this new information nut am unsure what to offer them for this complaint reason.
toomuchstuffagain35
·3 years agoDidn't you already refund them?
stcardgeek
OP3 years agoNo, I challenged the first dispute because I had tracking showing it had been delivered. I wanted to make sure I could be covered by seller protection. (If you can refund and apply for seller protection, I'd be delighted to know how to so.) I have not yet replied to the change of dispute to 'don't recognize transaction'. I'd be delighted to send out a replacement package or even refund, but I think this tact has kind of irked me. I know, I need a thicker skin 😉
dentalsales4u
·3 years agoI've had these before and I reached out to the buyer myself.
Let them know what they purchased via eBay with the tracking showing delivered and to contact me with any other questions or concerns.
It's worked for me in the past.
Good luck to you
spreadlovelikefire
·3 years agoYou should be covered under eBay seller protection then, even if you lose the charge back. Because eBay has proof they made the transaction. You shouldn't have to do anything further. Can you post a picture with the buyers information blacked out of the actual chargeback case opened? It should say at the top of the page that you are protected.
dbfolks166mt
·3 years agoSo, as an update, after i updated my tracking to ebay, the buyer suddently changed the dispute from item not received to 'I don't recognize this transaction'. Like...you tracked the package, you opened a duspute with your bank for item not recieved and now all of a sudden, you don't recognize it?! Then how do you know to track it, how did you know it was lost?
I feel like something is super off with this transaction. I am now supposed to resubmit my info based on this new information nut am unsure what to offer them for this complaint reason.
These are generally also easy for the seller to win. Provide the order information related to the item. It should contain the information about what the item was, when it sold, price and the buyers registered account information and shipping address.
notebookempire
·3 years agoI had almost the same experience today. A sale came through today for a small value item sale (under $25). I use my own shipping sources as opposed to eBay's Global Shipping to keep my shipping costs down.
I created the shipping label, and the item was to be dropped off to the Shipping Depot tomorrow. I then get a message through eBay that the Buyer has filed a payment dispute claiming they hadn't received the item. Obviously the item was not even in transit yet so first red flag. I thought the Buyer (who had 0 reviews) might be a newbie (giving a huge benefit of the doubt) just wanting to cancel the sale but was unsure how to so they took the nuclear option to open a Payment dispute with their financial institution as per the message from eBay. I tried to message the Buyer through eBay's messaging system but was taken to a page that stated that the Buyer no longer exists, LOL, 2nd red flag.
I was given the option to either refund the Buyer, or challenge and provide proof (i.e. Tracking info with confirmation of delivery). Yes if you lose the dispute your on the hook for the dispute fee so best to have your ducks lined up before doing so.
I setup a call back from eBay. After confirmation of who I was and the issue, the 2nd tier support staff recommended that I refund the Buyer and avoid taking route of challenging the dispute. I did refund the Buyer in this case as I had not physically dropped off the item yet with the Shipping company, not out anhy $$ except for some time wasted.
FYI though the address for the shipment was the dreaded 8 McCullough Dr. Unit XXXXXX New Castle, DE19726 which is a known freight forwarded. If Googled there are tons of sellers posting on Reddit and in the eBay community and a host of others, all talking about scam issues that have this address and few others in common.
I honestly have shipped many items to freight forwarders in Canada and the USA but strictly keep the sale limit to under $25 and have only had 2-3 issues with those sales over the last 10 years. I get that its expensive for folks in Eastern Europe and former USSR republics to have items shipped there. Its unfortunate there a more than a few bad apples that spoil it for many legit Buyers in those country's.
As a rule
1) I always take in consideration the value of the item being sold.
2) Address its being shipped to
3) Buyers review history (how long the account has been active. (you should look at a few of the reviews to make sure they are legit)
4) Always ship with tracking and insurance (I have had the insurance cover many issues where the buyer claims the item is damaged/defective. This lets you sleep better at night and makes it easier to be awesome to the legit buyers.
5) Lastly, RED Flag any messages where the Buyer is asking to ship the item to an alternate location other than the one recorded on the sale. This last one is a no brainer.
Obviously this is not exhaustive but will cover many sales issues.
If you haven't shipped out the item than simply cancel the order and be done with it. Otherwise I would be surprised if you get burned on this sale. Let us know,
Cheers!
wastingtime101
·3 years agohttps://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293#secti...
When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:
If eBay determines that the item was successfully delivered or picked up:
jman0312
·3 years agoNo advice, but it's nice to hear you challenged, you did your part in full of what ebay requires. If you don't win this then your partnership with ebay has become an unfair one. Ebay needs to pick up the fee on this, its their cost of doing business with buyers, not your cost of doing business with buyers.
stcardgeek
OP3 years agoDoes ebay take any action agaisnt the buyer for doing a chargeback? "Back in the day' (I'm old), some companies would ban you if you did a chargeback or even close your account.
dhbookds
·3 years agoWe don't know of any buyer sanctions, specifically for chargebacks........that I've heard about........ that doesn't mean there aren't any.......
dbfolks166mt
·3 years agoWe don't know of any buyer sanctions, specifically for chargebacks........that I've heard about........ that doesn't mean there aren't any.......
Difficult area for eBay to do anything about with regards to the buyers and they have little incentive to do so. While they could/can terminate a buyers account for abusing the chargeback system the buyer can simply open another account or use a guest account to make purchases.
That being said the CC companies, who expend millions of dollars a year dealing with chargebacks, do monitor both the CC holders and the merchants chargeback activity for abuse. CC companies have been known to cancel/close the CC accounts where chargeback abuse is identified. They have also been known to revoke the CC use permissions for businesses where an excessive number of chargebacks were opened against the business.
What eBay should be doing is working with the CC companies to prevent buyers from initiating a chargeback without first going through the eBay process. Under the provisions of the law while the following are not legally codified the chargeback process should be for a valid reason. All of the reasons below are considered invalid reasons for chargebacks:
dhbookds
·3 years agoDifficult area for eBay to do anything about with regards to the buyers and they have little incentive to do so.
If Ebay is having to pay off, such as on Not Received or Not Recognized cases, they do have an incentive and even if buyers who are kicked off get around by opening a new account.......those buyers are pretty much on notice of possible sanctions.
spreadlovelikefire
·3 years agoI've had quite a few chargebacks over the years as I sell quite a bit. I've had 3 instances where I know the buyer was kicked off for the chargeback. I was told a long time ago by a CS agent that if the buyer opens multiple 2-3 chargebacks and they are found in their favor then eBay will suspend their accounts. I just had one close last week and they were suspended upon receiving notification that their banking institution found it in their favor. I was covered under seller protection so eBay had to pay it out. And my guess is they had more than 1 chargeback opened that was found in their favor.
dhbookds
·3 years agoThanks for posting.......am glad to hear they ARE doing something about excessive chargebacks.....
buyselljack2016
·3 years ago@stcardgeek
With the tracking uploaded, and showing delivery to the address provided when the buyer purchased the item eBay "seller protection" will (should) have you covered.
The dispute , as dhbooks posted, will likely be found in the buyer's favor. The buyer will be refunded, and get to keep the items. Your $$ should be released, and the "$20 bank dispute fee" should not be charged to you.
Been there, had that. It may take some time.
stcardgeek
OP3 years agoIn all the time I've sold on ebay, I've never had someone to a chargeback. Oh, the random claims here or there, but not this, so I confess, I was unsure, so thanks for your reply. It looks like a drawn out process, but we'll see how it goes!!
dhbookds
·3 years agoWhat will happen is the dispute will be found in the buyers favor.........the cc company will make that determination.....it's out of ebay's hands at that point. (be sure to answer the case with the tracking #).
You then appeal stating the item was sent to the address provided by ebay and tracking showed it delivered.
Ebay will refund you all monies......
You're covered by the Seller protection as long as you show delivered (and, if applicable,........a signature if the item is more than $750)..........