What happens in the unauthorized use chargeback?
There was a thread about this situation, but no one replied after I mentioned getting the chargeback, and I'm trying to figure out how this is going to play out, so wouldn't mind hearing from someone who's gotten an unauthorized use chargeback from a customer (and let's see if I handled this OK, I didn't come for help ahead of time since it seemed self explanatory).
Short version, customer buys something, tells me he didn't get it, opens INRs on all the items in the package, and I do digging and find out his mail goes to the office manager's front desk at his apartment building (which looks like a motel on Google Maps). I called the office manager to see if his package was there (that would solve everything wouldn't it?) Yes, they have it, yes he can come and get it.
Instead of getting his package, he calls his bank and does a chargeback on the two transactions (5 items, two transactions, one package). He claims he doesn't recognize the transaction. One transaction had one item, eBay said no response required, they will handle.
Second transaction, four items, they wanted me to respond. (Oh the INRs closed almost immediately when these disputes opened, so I don't have to worry about whether the INR will close in my favour because I uploaded tracking, he's gone to his bank). I responded with a copy of the USPS shipping label that has his name and address on it, plus a screenshot from USPS website showing delivered.
eBay said the evidence is to strengthen my case, but they are going to go to bat against the bank with what they have. For whatever reason though it needed me to reply, I'm not sure why that is, the tracking was showing delivered on all four items.
I'm ticked off... and this buyer has my attention. I did some more digging. Seems as though he's a bit behind on his rent and the manager of his apartment building (motel?) is holding his mail until he pays up. So he thinks he can get a refund on his stuff that he bought from me (valued at $25) because he can't get his package that was delivered to the rental office.
What what I provided (copy of the shipping label and screenshot showing delivered to his city which is on the address label as well), is that good enough to win?
Or is this joker going to get a refund from his bank for the $25 and eBay is going to eat it and have to raise everyone's fees so they don't take losses like this? Seems that eBay should win the case, and there's quite a few messages exchanged between me and the buyer before, during and after the sale which shows he should totally recognize the charges.
The shop actually asked me why I didn't just refund and block, I said "I don't reward bad behaviour." I did eventually block (after the chargeback was done), I hadn't done it sooner because I wanted to read messages from this guy and can't figure out how to block him from buying without blocking messages too, at this point there's nothing more to say to this guy.
C.
sin-n-dex
OP5 months agoUPDATE: After a grand total of FOUR DAYS, they ruled in my favour. (Not... they are letting me keep my money but also refunding the buyer, they actually RULED in my favour). And it was fast too, sounds like a slam dunk.
There were two unauthorized use, the one I contested was ruled in my favour, the one eBay went to bat on (where I wasn't needing to reply) is still being decided, but I'm not concerned.
I take it with it being ruled in my favour then negative FB is off the table?
C.
ltldpr
·5 months agoThis should be an automatic win for the seller & eBay, and hopefully eBay communicates the facts to the bank properly.
You can't say "I didn't authorize the charge for this order" AFTER saying "I never received this order."
Except that the buyer did say that lol.
The initial claim should negate the second one, obviously. Hopefully it will.
sin-n-dex
OP5 months agoLOL, that's actually funny (and very logical).
Except for having called to verify the management has his package and will give it to him, everything else I figured out was from things the buyer said.
C.
albertabrightalberta
·5 months ago@sin-n-dex
For unauthorized use, as long as you shipped to the name and address on the order (as directed by ebay), you are protected.
dhbookds
·5 months agoAgree......ebay will eat the refund (if bank demands one)..............
caldreamer
·5 months agoI had a problem with EBAY customer (many years ago) who claimed it was an "unauthorized purchase". I was able to talk with PayPal directly and explain that the customer purchased a 2nd item (accessory for the other item) and won the case.
Hopefully, things will go well for you too.
slippinjimmy
·5 months agoA Payment Dispute for Item Not Received, if you have tracking showing delivery it's an easy win for you.
All the details and procedures can be found on this page:
https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293
There is no need to have any contact with eBay other than responding to the case with your evidence which for an INR is the tracking showing delivery same as if the buyer opened a claim with eBay instead of their bank.
If this was an Unauthorized Use claim then the process is basically the same as the final outcome.
sin-n-dex
OP5 months agoHe filed INRs originally, but changed it to "Unauthorized use" when he called is bank (probably because he can't win the INR, which is what I told him... I informed him that as the management of his building has his package and it was delivered to the address on file, my responsibility to get it delivered has ended there. That's when he went for unauthorized use.
C.
slippinjimmy
·5 months agoThe only Payment Dispute that is a problem is Not As Described, pretty much impossible to win and it is extremely rare that the cardholder has to return the item.