Dealing with my first large chargeback. What should I expect.

[tiggz_1]

I sold someone an item a few weeks ago shipped it out and before they received the first item they bought a duplicate. There was an error in the listing (my mistake) so I contacted them and offered a partial refund with a very similar item (same item different color). I was really surprised because most people paying that amount are looking for something specific and aren't willing to accept anything offered. I now know why he was so uncaring about the switch. He filed a chargeback outside of ebay saying "he didn't recognize the charge". I sent the item to his home, it was received (sure wish I paid for signature required, but I was already at a loss with the refund). There is a good amount of communication in messages about the item swap and partial refund. I'm expecting his first order to be hit with a chargeback as well. I literally can't afford to lose over 2k between cost of inventory and the chargeback. What will happen from here? Is there anything I can do to show the bank he's lying (besides the item being delivered to his house). Thanks!

[ebooksdiva]

---

@tiggz_1 wrote:

I sold someone an item a few weeks ago shipped it out and before they received the first item they bought a duplicate. There was an error in the listing (my mistake) so I contacted them and offered a partial refund with a very similar item (same item different color). I was really surprised because most people paying that amount are looking for something specific and aren't willing to accept anything offered. I now know why he was so uncaring about the switch. He filed a chargeback outside of ebay saying "he didn't recognize the charge". I sent the item to his home, it was received (sure wish I paid for signature required, but I was already at a loss with the refund). There is a good amount of communication in messages about the item swap and partial refund. I'm expecting his first order to be hit with a chargeback as well. I literally can't afford to lose over 2k between cost of inventory and the chargeback. What will happen from here? Is there anything I can do to show the bank he's lying (besides the item being delivered to his house). Thanks!

---

All you can do is upload tracking to show it was delivered to the buyer and cross your fingers. 

[tiggz_1]

Do I have any chance of prevailing? Seems like most of the posts I'm reading; it didn't really matter they provided tracking. Seems like this is quite prevalent. Also, does requiring a signature help these disputes? Thanks!

[richard1rst]

Well there are 2 things at play here. I have had chargebacks successfully declined by showing that in fact the package was delivered to the address on my eBay screen.

However, you said you did not get a signature confirmation. That is problematic as eBay requires it for over $750.00. So unfortunately you may have brought this on yourself by not following policy.

[dhbookds]

If it was over $750 and you didn't have signature required, even if tracking showing delivered you will probably lose...... otherwise, tracking showing delivered you should win.  Ebay requires signature on items over $750......

[itscalledapostingid]

If the order total is over $750 you should always require sig.

For this type of dispute you need to prove with tracking that it was delivered to the address on the order to win.

This is clearly detailed in the ebay help page for payment disputes:

https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799 

[stuff4divas]

---

@tiggz_1 wrote:

Do I have any chance of prevailing? Seems like most of the posts I'm reading; it didn't really matter they provided tracking. Seems like this is quite prevalent. Also, does requiring a signature help these disputes? Thanks!

---

If the dispute is for item not received, then showing a delivered tracking number to the buyer's address wins the case for the seller, otherwise, tracking is not enough to win.

The $750 sig requirement is for the eBay seller protection, without it, the seller is disqualified from that protection for internal disputes.

I don't know how the chargeback system works now to add info such as your messages back and forth. I read that a PDF file can be uploaded with the tracking, but maybe someone else knows about that.

Hope you win. If not, be sure to file a police report, Internet fraud and shipping fraud cases bc once it crosses state lines, it is considered interstate fraud.

[dolcetreasures]

I haven’t won a single chargeback since Managed Payments was instituted. However eBay has covered those chargebacks financially so I wasn’t out any actual money.

However, like everyone else had mentioned, if the total paid by the buyer is $750 or more and there is no signature, you will not prevail financially. This doesn’t mean you can’t take further actions outside of eBay. 

[ittybitnot]

 if the total paid by the buyer is $750 or more and there is no signature, you will not prevail financially.

@dolcetreasures 

I always was under the impression that $750 signature requirement was for EBAY CLAIMS.  This is not a claim filed through eBay and subjected to eBay's requirements.  The credit card issuer may have no such rule. 

[newjerseyjeepparts]

you will soon find out that sellers have no rights I now will not sell anything with over $30 in shipping due to the refund policy here unless local pickup

They got you

[dolcetreasures]

The CC will have the option of examining the merchants policies and apply them at will. The fact that there is a policy regarding signatures at the $750 threshold will play into the buyers hands (if in fact that turns out to be the case).

Please consider that this type of claim is traditionally covered by eBay irrespective of the CC’s decision. However, in this case eBay will site the policy that the seller may have not followed and likely base their decisions on that.

eBay doesn’t like paying out and they will invoke any policy which may prevent them from doing so. 

[downunder-61]

You only get one shot at fighting a CCCB so make it count.

Type  all relevant information to the case into a word doc and copy and paste any photo proof - feedback, messages, correspondence  everything you can into that document. Also you should include in the document that you request the return of the item before the case is closed. 

Take a screen shot of the document and upload it as a jpg into the case.

[dhbookds]

---

@ittybitnot wrote:

 if the total paid by the buyer is $750 or more and there is no signature, you will not prevail financially.

@dolcetreasures 

I always was under the impression that $750 signature requirement was for EBAY CLAIMS.  This is not a claim filed through eBay and subjected to eBay's requirements.  The credit card issuer may have no such rule. 

---

here's the applicable page and it does state that sig is required over $750

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=12...

[dbfolks166mt]

The CC will have the option of examining the merchants policies and apply them at will. The fact that there is a policy regarding signatures at the $750 threshold will play into the buyers hands (if in fact that turns out to be the case).

     The CC companies could care less about the merchants policies they simply don't have the resources to examine not only eBay's but every other ecommerce sites individual policies when considering the chargeback. 

Please consider that this type of claim is traditionally covered by eBay irrespective of the CC’s decision. However, in this case eBay will site the policy that the seller may have not followed and likely base their decisions on that.

     That would only apply if the seller lost the chargeback with the CC company and the CC company refunded the buyer. EBay may then consider, under the provisions of the chargeback seller protection, whether to recover the funds from the seller or to absorb the cost out of their own funds. 

eBay doesn’t like paying out and they will invoke any policy which may prevent them from doing so. That you can count on. 

[dbfolks166mt]

     Of the chargebacks types "not recognizing the charge" and INR's are generally the easiest to win. You are only allowed one attachment in response to the chargeback so combine the information into a single PDF document. 

     There are two key elements that you need to provide in your response one is the information pertaining to the order, item number, pictures, sold date, etc. to show that the buyer actually purchased the item, what it was and when the transaction occurred. The second is the shipping and tracking information showing when the item was shipped, the address it was shipped from and to and when the delivery actually occurred. There is some chargeback seller protection provided by eBay although it is minimal. 

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