Stuck payment leads to $200 loss...
Summary: rivertown-pickers experienced an issue with a buyer's order that never fully processed. Despite no payment having been received, rivertown-pickers faced a chargeback for $188, leading to a financial loss. eoma689485 and babyers88 suggested strategies for resolution, including speaking directly to a supervisor and conducting a thorough audit of payments. albertabrightalberta questioned whether the chargeback might have been mistakenly filed on the second, successful transaction. rivertown-pickers remained frustrated, highlighting discrepancies in order details and the absence of sales tax, suggesting further complications with the initial transaction.
Checking to see if anyone else has had this happen to them (it's a long story...sorry)
Back in July I had a buyer ask me if had received an order from him. I had gotten no notifications on it and nothing showed up in my shipping list. After telling him that he said it looks like his payment is stuck in the processing phase. He gives me the order number and it's not in my list, in fact, the only way I can see it is to type the order URL directly into my browser. On the order page it shows the item price but just a "--" for shipping, sales tax, and final total. He then tries to cancel it and again, I have to manually go into the cancellation to accept it. A day goes by the cancellation does not process and the buyer is still being shown a $188 charge for the 2 items even though it never completely went through to my end. In the meantime, he buys the items again and this time the order goes through, and I ship the items to him and all is well.
Here's where it gets messy. At the end of July the buyer files a chargeback for the first order that never processed. I check the order and that payment still hasn't shown up in my account and the cancellation is STILL processing. Since the buyer already bought the items again I agree to the chargeback since he shouldn't be paying for the items 2 times. Fast forward to a couple weeks ago and the payment dispute settles however ebay has taken $188 from my account, even though I never got payment in the first place. My wife calls ebay CS and on their end they can see what happened and "say" they will refund the dispute but it may take up to 5 business days. Well, needless to say 2 weeks went past and no refund. I called a couple hours ago and explained everything however this time I am being told they can't do anything and I should have challenged the dispute. I am beyond furious right now. I got pretty mad at the agent and just kept saying "I NEVER GOT PAID FOR THE ORIGINAL ORDER". It's not like I got paid $188 and then lost $188 and am back to zero. I never got $188 but they deducted it anyway and now I'm in the hole $188.
I don't know what happened to this order payment, it still shows the stuck cancellation and no order total. If I go into my payments page and search the order number the only thing I see is a payment hold (that shows all dashes for amounts "-"), and then the payment dispute refund for $188. There is no original payment. Needless to say we are going to try again and speak to a different agent tomorrow and see if we can get anywhere. I don't mind taking a hit if I did something wrong, but this is completely unacceptable, especially for a 26-year member with 5000 feedback and pretty good sales numbers.
rivertown-pickers
OP1 week ago · Edited...and here is the payment dispute referencing the same order number
rivertown-pickers
OP1 week ago · EditedHere is a screenshot of the original order with the cancellation still pending...notice it still says "awaiting payment" at the top.
rivertown-pickers
OP1 week agoon another note, if I click the packing slip button the output shows the addition of shipping and sales tax however the disputed amount $188.19 is exactly the item price + the shipping, there is no sales tax. Had the payment gone through the sales tax was an additional $15 so the correct order total should have been over $200.
albertabrightalberta
·1 week ago@rivertown-pickers
What was the date that the buyer repurchased it?
I'm still believing that the chargeback is on the repurchased item.
There's no way for a chargeback to be opened on an unpaid item especially when the cancellation was requested and pending.
Go to the "dispute outcome" page and click the dropdown arrow to see the item number.
The item that you claim was sold July 6 (but never paid for) isn't showing in your completed/ended/sold items because there was never a payment made. That item was 298485116144.
The one that you actually sold and that was paid for was sold on July 13, item 298502310224.
I'm betting that the chargeback is on the July 13 item.
rivertown-pickers
OP1 week agoLook at the photo of the chargeback, it references the original order number that never went through.
albertabrightalberta
·1 week ago@rivertown-pickers
If a payment never fully processed, there would have been no charge for the buyer to dispute.
I'm guessing that he (mistakenly or not) filed the chargeback on the purchase and payment that went through, the second one, thus for a free item.
rivertown-pickers
OP1 week agoThe chargeback was tied to the first order number that never fully processed for $188. When he bought the items again he bought them separately and I refunded the extra shipping charge.
inhawaii
·1 week agoYou seem a bit confused.
Either the order went through or it didn't.
rivertown-pickers
OP1 week agoIt didn't, thus why I'm mad that I got $188 taken out of my account that I never had.
toomuchstuffagain35
·1 week ago · EditedTo me, it appears you never WERE paid for that first order. The only time I see ONLY the item price on an order is when it's still waiting for payment.
Are you sure it was THAT order that was refunded on the charge back and not the second that was actually paid and shipped?
rivertown-pickers
OP1 week agoYes, the chargeback referenced the original order that never went through on my end.
babyers88
·1 week agoyou need to do a deep dive into your payments, fee's and credits (like do your own personal audit) and see if the money ever actually showed up or not, regardless of what the payment status shows.
then if it is in fact in limbo, ask a cs agent to open a ticket. this will create a case number and you can reference that when reaching out in the future, This could take a couple weeks to get resolved one way or another, perhaps longer but once you have that case number it should be taken care of sooner or later.
eoma689485
·1 week agoAsk to be immediately transferred to a supervisor rather than a standard frontline agent.
Request that they look at the original order's payment record where amounts show as dashes ("--") and confirm that no payout or credit ever entered your eBay balance for that specific order number.