How to respond to payment dispute (i.e. Unauthorized Chargeback) in Managed Payments?

[bangordiscount]

Hello,

I have a lot of experience dealing with unauthorized chargebacks in the PayPal days but am dealing with my first since being enrolled in managed payments.

Previously, per section 11.3C of the PayPal user agreement, PayPal only required "proof of shipment". It appears that what I've seen on these boards that eBay is requiring "proof of delivery" to fight the same chargebacks.

Also with PayPal, I was grandfathered into a program because  I was designed a "paypal preferred" seller, which means all fees associated with chargeback settlements (i.e. $20) were waived. Is it safe to say that every chargeback I am faced with on eBay is going to cost me $20? Or only those I unsuccessfully challenge?

In regards to this dispute I received an e-mail from eBay notifying me of the "payment dispute" and another e-mail immediately after notifying me the funds in question are on hold.

This was a domestic transaction that took place on January 13th, 2020 in the amount of $376.98.

Tracking: USPS Priority Mail: 9405509205568956210591

https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=3&text28777=&tLabels=9405509205568956...

Tracking shows delivery on January 18th to the zip code of the address the buyer provided:

I thought I remembered reading that you were able to respond with one uploaded image. However when I responded to this I was only allowed to verify that the tracking I had uploaded at the time of shipment was correct (I printed the label through Pirate Ship but also kept a copy of the label for my records).

Normally (in PayPal) I would respond with the following:

A) PayPal (payment) invoice showing buyers address

B) Shipping label receipt showing address package was sent to and tracking number

C) Tracking via USPS showing item was accepted (proof of shipment) and delivered if necessary (proof of delivery).

Since their wasn't an option to provide that information do I just wait? If so how long? I assume this will be one of the instances where the bank will still side with their customer (my buyer) and eBay will either A) cover the refund on my behalf or B) say sorry and keep the funds and make me fight for my protections upon appeal.

I'm just trying to learn the new system and look forward to hearing more about this process

[lightlily_arts]

Curious but why  are you using Pirateship for your shipping labels instead of printing through eBay?  You should be able to use your credit card through PayPal to pay for the labels.   Did you upload the tracking number to eBay when you shipped? What is the payment dispute about?  Unauthorized or didn't receive?  Hopefully someone else who had your experience can enlighten you.

[bangordiscount]

Pirate ship has much cheaper rates (i.e. "Priority Mail Cubic Rate) for most domestic packages that fit into small boxes and nearly every international shipment under 4lbs.

This was an unauthorized payment dispute. The package was delivered but they are  claiming they didn't authorize the purchase.

[veronicabooksandart]

My understanding is, once on MP, since the transaction payment is not processed by PP, you can no longer use PP for labels short of signing up for a Merchant Account.
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I'm being stonewalled by eBay over an eBay-FedEx overcharge so I can understand the need to turn to an outside source for labels.

[mtgraves7984]

The 'Unauthorized Charge' issue is kind of funky, in my opinion. I have no actual experience yet, but have read of posters who made a 'collage' (of sorts) with the elements you mentioned, since you can only upload one thing. 

Have you reached out to that buyer to jog their memory? It appears that CC statements give very little info as to eBay sales now. Maybe the buyer could cancel it from their end.

Lastly, if it goes South, you'll be on the hook for the $20 dispute charge, should it play out. Good luck.

[pjcdn2005]

In Paypal the $20 charge was only charged if the seller challenged the case and lost. But if the seller won or if they didn't challenge the charge and refunded without waiting for the bank to make a decision, there was no charge.  Managed payments seems to work the same way in that respect although as you mentioned they do require delivery confirmation for an unauthorized chargeback...unlike Paypal

 You shouldn't have to pay any sort of chargeback fee in this case since you do have required 'delivery confirmation' evidence.

[mcc1775]

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@veronicabooksandart wrote:

My understanding is, once on MP, since the transaction payment is not processed by PP, you can no longer use PP for labels short of signing up for a Merchant Account.
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I'm being stonewalled by eBay over an eBay-FedEx overcharge so I can understand the need to turn to an outside source for labels.

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You mean you don't have your own FedEx account so you can deal with them yourself?

[1tuna]

paypal is easy to use for shipping labels when you are in MP

there are many choices to use for who pays the shipping with MP.

i used paypal for 3 weeks while I was in MP and then switched over to MP to pay for the labels

[coastaltechsolution]

No you can still buy labels with PP through eBay, at the bottom of the label page is where you can change between MP and PP for label purchase 

[daw365]

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@bangordiscount wrote:

This was a domestic transaction that took place on January 13th, 2020 in the amount of $376.98.

In regards to this dispute I received an e-mail from eBay notifying me of the "payment dispute" and another e-mail immediately after notifying me the funds in question are on hold.

However when I responded to this I was only allowed to verify that the tracking I had uploaded at the time of shipment was correct 

I assume this will be one of the instances where the bank will still side with their customer (my buyer) and eBay will either

A) cover the refund on my behalf or

B) say sorry and keep the funds and make me fight for my protections upon appeal.

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Everything is still the same @bangordiscount except where it used to show you as the seller, it now says "eBay" as the seller instead, so

- eBay receiving tens of thousands of chargebacks at their single account,

- instead of tens of thousands of seller accounts receiving one chargeback each,

is a little backlogged defending your one dispute.

But everything is still the same, just provide the same section 11.3C except "Proof of Delivery" this time so eBay can submit it (but substituting for you as the seller) and you'll be covered for Unauthorized $376.98 same as before because tracking shows delivered to the buyer's zip code.

[veronicabooksandart]

No. When I was selling anything over a pound I'd offer FedEx Smartpost - longest delivery time - to lock in low final value fees on shipping AND all but guarantee a tolerant buyer. Then I'd shop for the lowest discounted shipping rate as every other service was an upgrade. This left no money on the table for eBay or the carrier allowing for bound approach to lowest price.
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Worked great until eBay egregiously fudged the weight of a small box from 1.4 pounds to 54. They paid me $1.24 referencing a different order never in dispute to close the matter. Still owe me $37.08. Nevertheless, I got out clean. I read these boards with so many in up to their necks trying to find redress.

It's sad. Unless of course, one is given to no such thing as business beyond pity, where morbid fascination is coin of the realm.

[veronicabooksandart]

You can pay for them but you can't print them from Paypal.
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My understanding is the discount on USPS labels was provided to eBay by Paypal before MP; once on MP, Pitney Bowes provides the discount.

[coastaltechsolution]

Correct you print them from eBay but can purchase using PP

why would you want to specifically print them from PP?  

You make it sound like a limitation and it is far from that 

[veronicabooksandart]

With MP, under Purchase Details, Item Title is replaced with the caption "Purchase Amount".
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The buyer sees the charge but not the item.

[veronicabooksandart]

Before MP, there was no benefit to printing them out through PP - though, I'd sure like to have the FedEx label, printed through eBay, eBay had its way with back.
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Some smaller sites that let you use PP for payments offer PP discounted labels the same way eBay did, only they add a small fee. So I'd print from PP in that case.