After 23 yrs just got my first --Buyer did not Recognize Transaction - What Now?

[jaysandi]

 I sold a sterling pin/earring set for $170 on April 8th to a Chinese buyer who has been on Ebay since 2004 and has all positive FB.   I shipped it to the confirmed EBAY GLOBAL SHIPPING address - it arrived April 16.  On April 25 the buyer opened a dispute stating they did not recognize the transaction.  What in the hell does this mean.....they did not get the item or they did not approve the payment?   HONESTLY - I have been selling on Ebay for 23 years - I have not changed how I do business,but, this past year, I have received more returns (5) than I have in the previous 22  - AND now this dispute!  !   I quickly uploaded tracking showing it was delivered to the Ebay shipping location.  I have called Ebay 3 times in 12 days - I was told by 3 different Ebay reps I had nothing to worry about because I can prove shipping and delivery.  I asked all of them if the buyer received the package IN CHINA - they could not answer me.   When asked how long this would take, I received 3 different replies ,  -- a while -- 2-3 weeks -- 60-90 days.   Ebay put $170 of my money on hold and told me even if I lost - they would cover me - because it is a Global transaction and the address was confirmed - I said - Really?  Then why is my darn money on hold if you are going to cover me anyway!! - they said they did not put the hold on - the OTHER bank did it!   Yeah, Right.  Someone has my money and someone has my jewelry and Ebay knows nothing.    I will not sit idle for 90 days.    I wrote to the buyer last week, asking them politely to return the item for a full refund. No response.  I just tried again.   I am sure she can ship it back to me and I can refund faster than the bank and Ebay can resolve this.  I am usually pro-Ebay and defend them, but,  for the first time ever I am disgusted.    I don't expect a solution - but advice is welcome - Thank You!

[shipscript]

When a buyer opens a dispute through their bank or credit card, eBay will defend your position, but will be bound by the disputing bank's findings. I believe that an "unrecognized transaction" means they are looking at their bank statement, and does not mean they are reporting a non-delivery.

More here:

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293 

[jaysandi]

Thank you for the response and link.  I am glad Ebay will defend my position because my position is their position -it is  their buyer, their payment to process (I am on managed payments), and their Global Shipping program with the confirmed address.  I am left wondering how I could have avoided this situation as  I feel I did everything right with info that came directly from them.  I am at the point now where I am watching Ebay carefully.   One month ago, I sold a pair of earrings for $29 - just as I was about to ship them, I noticed the buyer had a different name than the buyer on the address - which was unconfirmed.  I called Ebay and told them I was not  comfortable shipping that package- they put me on hold for 3 min, then told me there was something definitely wrong - and asked me to cancel the sale.