Buyer Claimed Item Never Arrived

[jonascain]

A buyer claimed an item never arrived and filed a dispute. I provided tracking information that shows the item was delivered, but eBay sided with the buyer. Is there anything else I can do? I feel at a loss, and don't feel safe using eBay anymore, because this shows they don't have the seller's back.  Trying to file an appeal has led me in circles. Any suggestions?

[12345jamesstamps]

"filed a dispute"....with who?

This might be a dispute with buyer's bank credit card. Those are hard to win as a seller.

I had a few in my past.

Anyone can dispute a charge with anything such as Amazon, Uber, DoorDash, etc., including eBay.

I wouldn't give up selling because of one incident.

[fashunu4eeuh · Accepted solution]

In order to determine why this was not a slam-dunk win for you, more info is needed.

Who did the buyer open the dispute with— eBay or did the buyer go directly to their credit card company?

How did you provide the tracking info? Inside the dispute notes?

Below are two links. One with  info on how to appeal an Item Not Received case with eBay, and a second with instructions on how to handle a payment dispute with a buyer’s credit card company.

Those are 2 different kinds of disputes. In one, eBay has the authority to act, in the other, the final decision rests with the outside financial institution (where eBay has no authority).

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799#:~:text=The%20payme....

[12345jamesstamps]

And doing an appeal with eBay and it's a banking institution dispute...you usually get charged another $20. bucks doing the appeal. Be careful.

[jonascain]

Thank you for the tips. I had assumed it was a dispute filed through eBay, as all communication had come through eBay— however, these points make me wonder if it been made through the credit card company, as eBay did mention needing to hear a decision from the credit card company after I supplied the tracking documentation. This is my first time dealing with this, as I don’t sell often. I’ll take a look at the link for appealing the credit card decision. Thank you!

— Jonas

[jonascain]

Yes…and they’ve already charged that $20 since they sided with the buyer. On the one hand, it was only a $50 item—but on the other hand, I feel scammed and want to figure out how to ensure this doesn’t happen again. So far, it’s looking like there’s nothing more I can do. 

[jscar59]

Report buyer, at least ebay may remove the buyer after they do this to 50 other sellers.

[gurlcat]

Hang on you guys.  Even with it being a chargeback, from all the posts I've read here about it, as long as the seller provides the tracking even the CC finds in the seller's favor.  And the OP said they DID provide the tracking.  So why were they found against, and even charged the $20 -just for responding to the case exactly the way eBay tells us to???  That makes no sense. 

[pjcdn2005]

I agree,it doesn’t make sense.

@jonascain 

If you were charged an extra $20 for losing the dispute than this was definitely a chargeback/payment dispute.  Usually an inr will be written as ‘buyer doesn’t recognize the transaction’ but I suppose in some cases the bank may call it an item not receive dispute.

In those cases, if the seller has delivery confirmation eBay has protects the seller and even if the bank rules in favour of the buyer, the seller keeps their money.   You should contact eBay customer via one of their social media sites on FB or Instagram to appeal

Information on payment disputes.   https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=3&...

there

[wastingtime101]

Hi @jonascain - was there anything out of the ordinary with this transaction? For example, did you ship to an address other than the one provided on the order details page? Or did you ship after your handling time? Was tracking added to the eBay order, or did you not provide tracking until the buyer filed the dispute?

Here's eBay's page about seller protections in the event of a payment dispute:

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

[fashunu4eeuh]

@jonascain 

You are most welcome.

[sha_193668]

I'm sorry to hear about your situation. Here are a few steps you can take:

1. Contact eBay Support: Reach out directly to eBay customer service and explain your situation. Sometimes, speaking with a representative can help resolve the issue more effectively than automated systems.

2. Provide Documentation: Gather all relevant documentation, including tracking information, correspondence with the buyer, and any other evidence that supports your case.

3. Appeal the Decision: If you haven't already, try to file an appeal again. Make sure you're following the correct steps in the appeals process, which you can find in eBay's help section.

4. Consider eBay Seller Protection: Look into eBay's seller protection policies to understand what coverage you have and ensure you're following best practices to qualify for protection in the future.

5. Feedback and Review: Leave feedback on your experience with eBay’s resolution process. This can sometimes prompt further review of your case.

If you continue to have issues, consider exploring other platforms that might offer better seller protection.

Best regards,😉

[albertabrightalberta]

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@jonascain wrote:

A buyer claimed an item never arrived and filed a dispute. I provided tracking information that shows the item was delivered, but eBay sided with the buyer. Is there anything else I can do? I feel at a loss, and don't feel safe using eBay anymore, because this shows they don't have the seller's back.  Trying to file an appeal has led me in circles. Any suggestions?

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@jonascain 

I wonder if you assumed that because you purchased a shipping label through ebay, they had tracking that showed delivery. 

But when the buyer opened the case for INR, did you copy and paste the tracking to into the claim? If you neglected to do that, it's the only way you might have lost the case. 

Sellers need to remember that for any INR claims, they must respond to the case with tracking that shows delivery. Assuming that the bot that handles the case will go to the order to see that there's tracking isn't the way it works. 

[wastingtime101]

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@sha_193668 wrote:

I'm sorry to hear about your situation. Here are a few steps you can take:

1. Contact eBay Support: Reach out directly to eBay customer service and explain your situation. Sometimes, speaking with a representative can help resolve the issue more effectively than automated systems.

2. Provide Documentation: Gather all relevant documentation, including tracking information, correspondence with the buyer, and any other evidence that supports your case.

3. Appeal the Decision: If you haven't already, try to file an appeal again. Make sure you're following the correct steps in the appeals process, which you can find in eBay's help section.

4. Consider eBay Seller Protection: Look into eBay's seller protection policies to understand what coverage you have and ensure you're following best practices to qualify for protection in the future.

5. Feedback and Review: Leave feedback on your experience with eBay’s resolution process. This can sometimes prompt further review of your case.

If you continue to have issues, consider exploring other platforms that might offer better seller protection.

Best regards,😉

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@sha_193668 Did someone tell you that you would be employed by eBay and eBay would pay you to post product reviews, write forum posts, or grab orders? This is a scam, and they are setting you up to steal from you. The scammers will earn your trust with fake proof of their system, perhaps even let you withdraw very small payments, then they will tell you that you have to pay them to be able to withdraw more payments.

This is called a task scam or an order-grabbing scam. The fake company might use the name "eBay Mall" or a different name. Either way, it's a scam that has nothing to do with the real eBay.

eBay doesn't pay people to write forum posts, write product reviews, or grab orders. No legitimate company pays for this type of "work."

If the scammers ask you to sign up for a cryptocurrency account, don't do it. Don't give them any money; you won't get any of it back. More info: https://malwaretips.com/blogs/ebay-job-scam/

[gurlcat]

Oh come on now.  Why wouldn't eBay pay people to offer great advice like "consider exploring other platforms that might offer better seller protection" ?