eBay

movieman630 · ‎03-10-2023

Ok so last week I had a buyer who bought 3 items. The very next day he issued a payment dispute for "unrecognized charges" with his payment provider for the very same order. He says it's because he didn't account for the discount and didn't recognize the amount.

Ebay sends me a message about the payment dispute with only 2 options for me. 1. Provide shipping info, which isn't possible because I hadn't even had a chance to ship it yet. Or 2. Agree to the payment dispute and the buyer will be refunded.

I thought since it hadn't shipped yet maybe I could just cancel the transaction or refund his money manually. But no, that was not an option.

I called ebay to make sure I wouldn't get a defect for agreeing to an "illegitimate" payment dispute. They informed me I wouldn't so I chose option number 2.

I thought this would close out the order immediately, like a cancellation or refund.

Imagine my shock when the item remained in my shipping cue! And now it seems I'm getting sent reminders to ship from ebay about this order that I'm not going to get paid for! So now I'm going to get a non shipment defect for an item that was chargedback by the buyer?

This is a very serious glitch in the system? Anyone have a clue how to resolve this or see the same error?

luckythewinner · ‎03-10-2023

@movieman630 wrote:
Ok so last week I had a buyer who bought 3 items. The very next day he issued a payment dispute for "unrecognized charges" with his payment provider for the very same order. He says it's because he didn't account for the discount and didn't recognize the amount.

Ebay sends me a message about the payment dispute with only 2 options for me. 1. Provide shipping info, which isn't possible because I hadn't even had a chance to ship it yet. Or 2. Agree to the payment dispute and the buyer will be refunded.

I thought since it hadn't shipped yet maybe I could just cancel the transaction or refund his money manually. But no, that was not an option.

I called ebay to make sure I wouldn't get a defect for agreeing to an "illegitimate" payment dispute. They informed me I wouldn't so I chose option number 2.

I thought this would close out the order immediately, like a cancellation or refund.

Imagine my shock when the item remained in my shipping cue! And now it seems I'm getting sent reminders to ship from ebay about this order that I'm not going to get paid for! So now I'm going to get a non shipment defect for an item that was chargedback by the buyer?

This is a very serious glitch in the system? Anyone have a clue how to resolve this or see the same error?

Payment disputes are handled by the buyer's financial institution, not by eBay. They decide when it is closed and the buyer is refunded, not eBay.

There is no "serious glitch" because hopefully you know not to ship the item. And you resolve it by ignoring the shipping reminders and waiting for the payment dispute to be resolved by the buyer's financial institution.

movieman630 · ‎03-10-2023

It would help if ebay was smart enough to combine "payment dispute" for which they informed me of in the first place and "shipping reminders".

That's a good idea IT. How about you don't remind sellers to ship items that are in payment disputes? How hard is it to just link a transaction to a dispute?

Stop reminding me to ship something I shouldn't ship!

dbfolks166mt · ‎03-10-2023

Good choice on selecting #2 in response to the chargeback. There is the possibility that the cardholders card could have been stolen or hacked and used to make an unauthorized purchase but not enough information to make that assessment. If that is not the case and the buyer/card holder simply wanted to back out of the order this is clearly abuse of the chargeback system. The buyer could have simply requested to cancel the order through eBay and the case would have closed out.

Unfortunately not all of eBay's IT processes work well together and it may take 30 days or longer for the CC company to resolve the case and even when done the item may still show as sitting in your order queue for shipment.

Call in customer support is basically useless these days and who knows if what they told you is accurate or just what you wanted to hear to get you off the phone. You may want to try to contact eBay through the FaceBook connection. These individuals seem to have the authority and ability to correct/change issues.

You may also want to report the buyer to eBay just in case their account has been hacked or their CC compromised.

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084

apcdeals4you · ‎12-31-2024

There is a significant issue at hand. I'm experiencing the same problem. The item isn't scheduled to ship until January 7, 2025. I cannot respond to the dispute without providing a tracking number. The order consists of custom-printed items for the customer, who has not replied to my requests for printing information but has disputed the charge with their credit card as 'unauthorized.'

eBay has placed a hold on my funds and a potential chargeback fee for up to 8 weeks, unless I can provide a tracking number by January 1, 2025. As mentioned, the order is still pending shipment, and I do not have the option to cancel or issue a refund.

Contacting support was unhelpful; eBay advised me to wait for the outcome of the dispute. If it doesn’t go in my favor, I can appeal.

This process needs to be revised, especially when the order isn't ready for shipping—specifically, the ship-by date is January 7, 2025.

eBay should improve its handling of chargebacks by considering basic facts. It seems like a one-size-fits-all approach for 25 million sellers is not effective.

kh-adrian · ‎12-31-2024

Hi everyone,

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

Thank you for understanding.