ChargeBack Absurdity

[tiggz_1]

So I recently had my first charge back. I submitted the tracking info ebay requested. After that, I asked the buyer for the item back and he actually started talking to me. He said his bank initiated the chargeback without his approval. Admitted the sale was legitimate. He said "I have to write them a certified letter for them to stop the chargeback". Obviously most of that is bold face lies. Banks don't start chargeback on their own (from what I understand). All you have to do is call and verify charges when fraud is in question. However, there is now smoking gun evidence that he is lying to the bank. I would expect ebay to do everything possible to help me avoid this chargeback (they won't tell me the financial institution to let me fight it myself), but they won't do anything. I keep getting told "The tracking number is all you need" or "I can't add anything to the tracking number". How is it possible that they don't have a system in place to send relevant information to banks other than a tracking number! It's mind boggling absurdity. The absolute lack of care for sellers stability seems crazy to me. I'm still fairly new and this is my first major chargeback, but is there no way to get this information where it needs to go? Thanks

[tiggz_1]

Sorry I just saw this. He filed that "unrecognized charge" with his credit card provider. The item was and shows delivered. He admits in messages it's been delivered. He tried to purchase multiple other items after he did the CC chargeback. The money is still on hold for over a month. The thing that burns me is there is no way to provide exculpatory evidence. The fact ebay only allows one picture is absurd when there is a bunch of other items that should be forwarded to his financial institution. 

[tiggz_1]

That's exactly what I'm dealing with. He has admitted multiple times he received the item. His first excuse was "the bank did this all on it's own and I'm going to close it". He then messaged me saying it was closed (it never was). Then the next day said "my credit card was stolen and the bank reopened all my claims against my will". This is all documented in eBay messages. He actually goes so far as to try and buy more items from me. Saying "The case is closed, so if you have anymore of the item I bought I'd like to purchase it". Now almost $1500 has been in limbo for over a month. It's gotten worse in the past 24 hours as well. The Hold money has now disappeared. The people in the dispute center can't find it, but keep saying "it's ok it's definitely  somewhere". That's a huge problem. The case is still open and no one knows where my money went! The laisse-fair attitude of the reps is mind-blowing. This is been an all around horrible process and it's not ever yet.  

[dhbookds]

"unrecognized charge"

Then, while you may not win the case on the first go around with the bank...  You will win it on your appeal.  Ebay will reimburse you.  Happened a number of times on this board.......  Ebay "accepts" the payment and therefore is responsible....

[thevillage1955]

I got two chargebacks from two different buyers in  a 48 hours period. One buyer said that he received the item but because he used an old credit card is bank became suspicious and that he would take care of it. Never heard from him again and lost my $75. + shipping costs. The other one had tracking proving he had received the item. Never heard from him and lost $125 + shipping. Both buyers had more than 100 EBAY transactions. Both buyers are still on EBAY today. Of course EBAY said they could do nothing...

[mam98031]

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@tiggz_1 wrote:

Sorry I just saw this. He filed that "unrecognized charge" with his credit card provider. The item was and shows delivered. He admits in messages it's been delivered. He tried to purchase multiple other items after he did the CC chargeback. The money is still on hold for over a month. The thing that burns me is there is no way to provide exculpatory evidence. The fact ebay only allows one picture is absurd when there is a bunch of other items that should be forwarded to his financial institution. 

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@tiggz_1 

Yes you can.  You have the ability to attach one pic or document.  What I suggest to sellers is to create a document in word or a PDF.  Copy all the info you want to supply into that document plus your summary of what transpired.  In your case you'd want to include a pic of the tracking that shows delivered and a copy of their emails stating they got the item.  Once you have everything in your doc that you want to submit.  Attach it to the claim and send it.

[mam98031]

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@thevillage1955 wrote:

I got two chargebacks from two different buyers in  a 48 hours period. One buyer said that he received the item but because he used an old credit card is bank became suspicious and that he would take care of it. Never heard from him again and lost my $75. + shipping costs. The other one had tracking proving he had received the item. Never heard from him and lost $125 + shipping. Both buyers had more than 100 EBAY transactions. Both buyers are still on EBAY today. Of course EBAY said they could do nothing...

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@thevillage1955 

Did you respond to the first claim or just wait for the buyer to get back in contact with you?  Never omit responding as that is almost always going to end badly for you.  If it isn't to old, I'd appeal the decision.  You may still be able to get your money back.  But you have to give them the evidence or you won't win the appeal either.

What I suggest to sellers is to create a document in word or a PDF.  Copy all the info you want to supply into that document plus your summary of what transpired.  In your case you'd want to include a pic of the tracking that shows delivered and a copy of their emails stating they got the item.  Once you have everything in your doc that you want to submit.  Attach it to the claim and send it.

Why do you wait for a buyer to respond???  You are the one that needs to be responding to your claims.  Again, appeal this.  If the tracking shows the buyer received the item, you should be covered by Seller Protection.  But you need to respond.

[pjcdn2005]

I thought that a document can be uploaded for an item not as described but not for an INR/ unrecognized  charge?  For an unrecognized charge isn’t the tracking number showing delivery the only thing that needs to be uploaded?

[mam98031]

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@pjcdn2005 wrote:

I thought that a document can be uploaded for an item not as described but not for an INR/ unrecognized  charge?  For an unrecognized charge isn’t the tracking number showing delivery the only thing that needs to be uploaded?

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IDK, I've done it.  Maybe something changed as they often do around here.

[tiggz_1]

That's seems to be the general consensus on how to do it. Unfortunately, alot of the messages were said after I submitted the label. I will know better if this happens again. Thanks for the thoughtful reply!

[thevillage1955]

Hello,

I did communicate with both buyers. One responded and said item was received and that he was very happy about it. I sent a screenshot of the message to EBAY and the tracking info as proof of delivery. EBAY told me that they could do nothing since it was the banks of the buyers who were involved in the matter. I exchanged many many emails with EBAY on the matter yet the result never changed. I was out of my money and the buyers are still active on EBAY...And since this is a problem that many sellers seem to encounter I do not understand why EBAY has not found a way to deal with those scammers...

[mam98031]

When you communicate with a buyer or send evidence to Ebay, you need to do that inside the claim for it to be considered for the claim.

How did you communicate with your buyers?  And did you log the evidence into the claim or via some other method?

[tiggz_1]

I know this is old, but I wanted to update you. All communications with the buyer were through ebays messaging system. As soon as the cargeback was filed I uploaded a picture of the tracking information. That was all ebay was asking for. After that was uploaded I was talking to the buyer in ebays messenger and he came up with all the bogus excuses. There was no way to submit anymore information. Ebay wouldn't or couldn't submit that pertinent information to the bank. I still believe if they weren't going to do that, they should advise sellers which bank the chargeback is through so we can submit further evidence to show the claim was fraud. I learned alot from that experience, most of all requiring signature confirmation for purchases over $750. A few months and 500 sales later I've learned alot. Thanks for trying to help!

[mam98031]

Ebay will never provide a seller with that information.  That would be a huge breach of privacy for the buyer.  But being able to submit more information through Ebay is a very good idea.  You could reach out to Ebay and see if they can do it for you.

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

Here are your options for contacting Ebay Customer Service.

https://twitter.com/askebay?lang=en

https://www.facebook.com/eBayForBusiness/


If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.

https://www.ebay.com/help/contact_us?id=4002&st=10

[rigneyn]

This is incorrect.

Banks will do chargebacks if they feel there was fradulent charges without the credit card owners permission.

I've had this happen to me. I had USAA send me a text saying I had possible fradulent charges from out of state, which I did, and i said no, I don't recognize those. USAA went ahead and filed chargebacks for everything instead of just blocking the payments.  When I asked them, they said they file a chargeback with a special code for fraudlent charges.  THey even blcoked other transactions that weren't directly in the cross fire.

Needless to say, it was my Sony PS account that got hacked and they auto banned me saying I was filing chargebacks because I didn't want to pay for a game purchased. Funy stuff.

The bank will do everything to screw the merchant with a chargeback because it looks bad on the merchant, not the bank. They don't care.

[ckimodog]

@rigneyn 

This thread is from 2022.  Most like the OP won't reply and the moderators will close it.  It's always a good idea to open your own thread should you have any questions or concerns.  That way you can get the help & advice you need for your specific situation.

Happy Selling.