Chargeback before the item was shipped

[sustainable_swag]

On January 11, after accepting an offer and receiving payment at 11:25pm, the buyer filed a chargeback stating that they didn't recognize the transaction. 

The next day, January 12 about 2.5 hours later at 1:45am, I received notice that the buyer had filed a dispute and the funds were on hold. 

I received another email from eBay stating that I had to either accept or dispute the buyer’s challenge (HUH?).  Considering how fast this all happened, I accepted because it's feasible that if someone charged the buyer's card without their knowledge, they would receive a text from their bank alerting them of the charge and allow them to dispute the charge. 

Also, the item hadn’t shipped so I figured that by accepting, the order would be canceled. TBH, I was confused why I was offered the opportunity to dispute the chargeback and offer evidence when eBay can see the item wasn't shipped (again, HUH?).

5 Days later, this is still a pending issue for me. For the life of me, I don't understand why I am still involved in this matter. Others would have debited the funds from my pending account, told me not to ship, allowed me to relist immediately and handled the chargeback on their end. This would not still be an issue 5 days later for me personally. 

As mentioned, the dispute is still pending, I am overdue in shipping the item and I am tempted to cancel so I can relist. Unfortunately, I'm stuck in limbo because eBay hasn't offered me anymore direction and I don't want to make the wrong move. Any advice would be appreciated. Thank you.

[femmefan1946]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

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


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[robbie31415 · Accepted solution]

Seems like everything is in order and just slow process.

Eventually should just be what you said. Payment gets reversed order is cancelled and you relist.

Since this is an unauthorized transaction chargeback you would ONLY dispute if you had shipped and eBay would have covered any issues as long as you shipped within your handling time and shipped to the address on the order.

Since you didn't ship yet accepting was correct choice.

Just give it a little time.

[redmodelt]

Once the dust has settled, add them to your blocked buyers list. 

[sustainable_swag]

I added them to my blocked list on January 12 at 2am 😂

[ebooksdiva]

I've had a couple of didn't recognize the transaction disputes I always shipped uploaded tracking and won. Those usually happened after I shipped. But you haven't shipped I'm not sure what the outcome would be. 

[sustainable_swag]

That means I would have shipped AFTER I received the dispute. That doesn't seem right.

[kensgiftshop]

Try canceling the order as buyer requested.

[pjcdn2005]

It would not have been a good idea to ship after the chargeback started.  I’m fairly sure that you can’t cancel the transaction since a dispute has been opened.  Banks work slow so be patient, eventually it will be settled in your favor.

I wouldn’t hesitate to relist at this point since you’ve already refunded. I’m not aware of any pitfalls but someone else may know of some.