Unable to upload relevant payment dispute details

[pantheman75]

I have a buyer that unsuccessfully filed a "did not receive" claim; eBay ruled in my favor that the buyer did in fact receive it.  Now the buyer "has filed a payment dispute outside of eBay about an order that was placed on XXX XX, 2021. This means the buyer has disputed a charge directly with their payment provider. They are requesting $XXX.XX back and the reason for this dispute is that the buyer hasn't received their item yet."  eBay wants the tracking number and shipping carrier to upload for the payment dispute... the ONLY information they'll let me upload.  The problem is that the sale was for e-codes that were delivered via eBay's messaging system.  eBay's messaging system shows the date / time they were sent directly to the buyer, but I can't upload that message nor is there an associated tracking number that will allow me to successfully submit my evidence.  Help!

[mam98031]

They didn't "unsuccessfully file" an INR, they were unsuccessful in winning it.

A payment dispute filed directly with a Credit Card Company is called a Chargeback or as Ebay calls them a Payment Dispute, however industry standard is a Chargeback.

I'm sorry you were unable to enter anything into your claim.  But Ebay should step in and protect you on this and not allow the buyer to be refunded by you.  If for any reason that doesn't happen, come on back and we will help you to appeal the decision.

But it is interesting that you were unable to enter additional info into the claim as there should have been, so I'll tag this post for some additional information.

tyler@ebay 

velvet@ebay 

jasmen@ebay 

[kensgiftshop]

@pantheman75 

Since it was a digital item, you have no proof the buyer received the item.

Are you approved to sell digital items?

Did you own the digital item and have the rights to sell it?

[jasmen@ebay]

Hey guys!

Thanks for tagging us @mam98031, there's an option to upload a document when there's a dispute. You're welcome to add all your info on a word doc then upload that one file. If you're not getting the option to upload anything at all you'll want to reach out to the payments team directly ASAP. On your payments page you'll see a HELP link to the right, from there you can request a call back, thanks @pantheman75! 

[mam98031]

jasmen@ebay 

Thank you.

But why do they have to contact the Payments team?  Are they handling both the MP system and the Claims system too?

[jasmen@ebay]

They handle anything payments related, if it was just a case CS can handle it but if its a payment dispute they need to reach out to the payments team. @mam98031 

[vintagecraze50]

They need to modify the rebuttal page to allow for text like PP used to do. Uploading a word file may be difficult for many users on here. There should be a box where a seller can state their reasons for the dispute of the chargeback, and as many photos as they deem necessary to have these cases represented properly.

[vintagecraze50]

Digital goods have some of the highest chargeback percentages because people forget they bought it and then  they see it on their statements.

[campbewllben]

I'm jumping in here because I don't know where else to try to get a message to you guys. Somebody needs to email me about a return. This is the worst customer service that i've ever seen. Can somebody email me about a dispute? I was having with a seller over a return. I'm not sure where else to look

THANK YOU

John

[fab_finds4u]

You are on the PAYMENTS board. You need to go to the RETURNS board and start a new topic about the problem you're having.

[mam98031]

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@campbewllben wrote:

I'm jumping in here because I don't know where else to try to get a message to you guys. Somebody needs to email me about a return. This is the worst customer service that i've ever seen. Can somebody email me about a dispute? I was having with a seller over a return. I'm not sure where else to look

---

@campbewllben 

This is the Community boards.  We are member to member here.  If you are trying to get to Ebay  customer service, I will give you some info below on that.  

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service.  Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is.  Feel free to leave your Name, address, phone number and/or your email address in this message.  It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

https://www.instagram.com/ebayforsellers/

Your options will be on the left.  If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options.  Not all options are available 24/7.  It will depend on staffing available.  So sometimes you can request a call back and sometimes you can't.  Sometimes you have the Chat option available and other times it won't me.  If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/home

[kh-leslie]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.