Case buyer didn't recognize the transaction ended with buyer's payment institution siding with buyer

[divineprocenter]

Timeline:

1) 09.03.2024 buyer buys an item from me, which needs to be manufactured. Manufacturing time in the listing is stated 2 weeks

2) 25.03.2024 I shipped the item

3) 03.04.2024 Buyer created a dispute with reason "The buyer did not recognize the transaction"

4) 03.04.2024 eBay asked me proof of transaction. I uploaded export declaration

5) 05.04.2024 Tracking number shows that the buyer received the package

[no activity]

6) 05.07.2024 Case closed with outcome "The buyer's payment institution sided with the buyer". The case mentions "If you disagree, you can file an appeal". When I click on it, the automatic chat asks me to select my case/listing from unrelated listings. I replied "Don't see item" to which the chat replied - it is because of two possible reasons (none of which are true):

- the case may still be open

- I may have purchased the item using a different account or as a guest

Should I ask the buyer to ship the item back?

[ckimodog]

@divineprocenter

First off , very sorry for what you are experiencing.  Honestly, since the buyer said they didn't recognize the transaction on their charge account, it is seriously doubtful they will ship the item back.  They would be outing themselves as this appears to be a fraudulent claim.  Did they file a complaint of INR back when you sold it? Was it denied?  If you have the tracking number, it most likely have been denied by eBay and the case is closed in your favor.  Unfortunately, there's really nothing you can do if the buyer sources their CC company for a refund.  Given the time frame, they knew what they were doing.   Again, sorry for your situation. 

[caldreamer]

Sorry that you were scammed.  You could try an appeal but if you lose you will be charged extra $20.   Do you have additional information that will prove your case?   If item was priced over $750 EBAY requires signature  "proof of delivery".

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

You could ask buyer to send item back (but credit card company allows them to "keep the item" and they are NOT required to return item).   

Unfortunately, there are many different types of scams on  EBAY.   Buyers know how to get stuff for free.   EBAY will NOT protect you if you get scammed.    Sorry this happened to you.

[dolcetreasures]

You should not be out a single cent for “not recognized charge”. Are you sure eBay pulled the funds from you? I’ve gotten several of those, eBay always covered me. 

[divineprocenter]

Thank you very much for your responses. Yes, usually eBay released my funds in "Item not received" cases, when the tracking ID was showing that the item has been delivered. This time the order total was $193.99 and at the end I was charged -$93.41 when the case was closed.

[ittybitnot · Accepted solution]

@divineprocenter 

Here is the information that eBay has posted.  The requirements for seller protection for this sort of chargeback/dispute are apparently the same for Item not received OR doesn't recognize the transaction. 

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:

Evidence of successful delivery to the address provided by the buyer at checkout, or
Proof that the buyer collected the item
If eBay determines that the item was successfully delivered or picked up:

We will not seek reimbursement from the seller for the disputed amount, even if the payment institution decides that the buyer is owed a refund; and
We will waive or refund the seller's dispute fee

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

What were you missing so that the claim was found against you?  This seller protection is supposed to apply regardless of the decision of the card issuer.  It is suppose to apply if you satisfied the requirements unless eBay has different rules for those sellers in Latvia. 

[kensgiftshop]

Did the buyer dispute the charge or dd the owner of the credit card dispute the charge?

If the buyer used a stolen credit card and the owner was able to prove they didn't make the purchase, the credit card company would find in favor of the card owner.

[divineprocenter]

The tracking details show that the package was delivered and the customer left positive feedback saying he is very satisfied with the quality of product. I will ask him whether he knows if he filed the case and is he the owner of credit card. If he is not the owner, apparently the owner filed the case.

At this point still the important part is - how to contact eBay for the appeal? The automatic assistant cannot find this case or order.

[divineprocenter]

Update: I didn't receive a reply from buyer, but today I second part of the refund of about $93. So apparently someone was actually paying attention. Wow 🙂. Thanks for all your help!

[mapleleafmech]

Sorry to rehash an old thread, however I have a question.

I sold an item that I had multiples of , the buyer bought 3 on one transaction and within a few minutes bought 5 more on a second transaction.  All items were going to the exact same shipping address so we packaged all 8 items in one box with printouts of both packing slips for each transaction, and all items were shipped under one USPS tracking number.   A few weeks later we received a dispute saying that the buyer doesn't recognize the transaction for the second (more expensive 5 item transaction) even though the package was delivered.

I now have ebay having taken back and holding back the payment for the second purchase. 

What are my chances of getting my funds released and returned.