Payment Dispute - Items not yet shipped

[revival_rose]

A buyer made several item selections yesterday and was paying for the items but received confusing messages when paying through paypal/ebay.  She wasn't sure if the payment went through so (in an effort to NOT pay multiple times) filed a payment dispute through paypal.  Managed payments shows only one processing payment for this purchase AND a hold on those funds for the payment dispute.  The buyer DOES want the items.  Since payment was not yet made, the items had not shipped.  To settle the dispute, my only options given by ebay are to 1) provide tracking or to accept the dispute or 2) refund the money.  She can not find a way to cancel the dispute on her end).  Wanted to contact Customer Service but continually get "this channel is busy - try again later".  What is best course of action?  Go ahead and ship items, provide tracking information and hope the hold will be released and payment will go through?  Accept the dispute, refund the money?  If this option is selected will I be charged a "dispute fee"?  Will her order still be there? Or will we have to start all over which would require me having to relist items and her having to select them again?  Was hoping that ebay could see our message chain, know that she wanted the items and could release the hold.  But no idea if/when I will ever be able to reach customer service.  Thanks for any assistance. Rose

[donsdetour]

Has this showed up through ebay???

Do not just go through PP:

My advice is to refund them through eBay.

[myescape]

she cancels from paypal dispute she opened

[revival_rose]

Yes it was processing/pending but now has processed and amount shows as received - with offsetting (with fees included) amount in disputed.  

[ittybitnot]

Go ahead and ship items, provide tracking information and hope the hold will be released and payment will go through?

Though that may seem  "logical", inputting the tracking number into a Payment Dispute (aka chargeback) is only going to help you if that tracking shows DELIVERED AND the dispute was for INR or DOESN'T recognize the charge. 

I agree with the other poster.  Ask the buyer to cancel the claim if it was indeed made via the Pal.  In managed payments they are all called the same thing "Payment Disputes" when the buyer goes to their payment source for redress regardless if it is a credit card or PayPal. 

If the buyer can't cancel it and you simply "refund" you should not be charged the bonus fee for ebay diligently fighting a chargeback on your behalf.  

[revival_rose]

Ok - the continuing saga.  Buyer DID contact paypal today and was able to have the dispute claim canceled.  Dispute detail now includes "dispute was was settled in your favor.  Do you do not need to take further action".  In the log of transactions there is a green dot and word Released next to the dispute.  However, the funds for the transaction still show as "On Hold" and those funds do not show up in the total available funds to be sent to my bank.  So does "Released" mean that the funds on hold will DEFINITELY be released to my available funds soon.  Thanks for all of your help expertise.......