Buyer filed an non delivery dispute before estimated delivery date - eBay has me on the hook

[bgbay]

The buyer purchased an item on Sat Sept 4th.  The following Monday was a holiday, so earliest possible shipping was Sept 7th.  The advertised shipping was media mail in two business days and I gave the item to the USPS within two business hours.  The dispute was filed even before the estimated delivery date.  Three questions:

1. How long do I have to respond to the dispute?

2. Why are the only choices eBay gives me, either ISSUE REFUND or PROVIDE PROOF OF DELIVERY?

3. Why did eBay accept the dispute before even the estimated delivery window?

Thanks,

p.s. buyer never contacted me.

[wooden_flower]

That is odd - they should not be able to open the not received claim before the estimated delivery. You have 3 business days to respond to the claim.

I would speak to customer service and ask them to put a hold on the claim and submit a tech request to see why the claim was able to be opened so soon - they generally allow an extra 4 days, as long as there is movement on the tracking.

To contact customer service, follow the instructions on this page to work through the automated assistant to request a call back - select agent when it is an option -
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

[bgbay]

Turns out it was not delivery.  The buyer just did a "charge back."  eBay is very confusing in that the only two replies are: "refund" or  "provide proof of delivery."  I shouldn't do the first and I can't do the second because the item is still en route.

Why does eBay even contact me on a charge back?  There is nothing I can do.  It cost eBay money, because I had to speak to an agent.  If they had sent a reason with the first email, I would have known to wait a few days.

[wooden_flower]

The wonders of large companies, I guess.  They don't always see that it isn't one size fits all.

Good luck.