Help: Buyer purchases BIN, pays, then claims they did not

[reign.man]

Buyer purchased high priced electronics via BIN and paid immediately yesterday afternoon. As I am packaging it up and about ready to print label today, buyer messages me that he noticed the charge and did not actually purchase the item. He stated that he had made an offer a couple of days ago that I declined and then later won the same item I am selling (from another seller) but now it has charged him for mine. Obviously, he did buy mine. Here is where my question comes in: 

He has asked me through messages to cancel the order, which I am happy to do to save myself from a headache later down the road. But he has also opened a case through PayPal as "Item Not Received" and wrote that I had filed non-paying bidder against him on Ebay and that I said I had not been paid. he also wrote, that he is filling as he feels as though I will not ship due to this. None of which is true. 

Do I just cancel his order through Ebay with reason as "Buyer asked to cancel?" Will that take care of the PayPal side of it as well? Are there any PayPal ramifications from this? 

Relatively new to Ebay community and this is something that I have not had to deal with. Appreciate the help!

[acrc3113]

First, check your eBay selling history to verify item actually sold. Then check your Paypal account (if you have that instead of mangled payments) and verify buyer actually paid. If buyer paid, click on the eBay (not PayPal) transaction and cancel due to buyer request or problem with the buyer's address. In the first case, eBay will ask the buyer if he/she still wants the item. In the 2nd, buyer will be refunded immediately and you will be refunded your selling fees.  Do not ship ! Let eBay handle the refund, not PayPal. There has been a lot of buyers trying to do an end run around to PayPal directly to avoid eBay.

[monster-deals]

You may have to call that in. Supposedly if an ebay case is opened first and then they open a paypal, it in theory should close the ebay one.

Who knows what is what anymore.

Heck the ebay policy page on the MBG still has up that items that are as described do not qualify for the MBG.

Hope you get a stateside human when you call.

[penguins_dont_fly]

@reign.man 

Cancel as "Buyer Requested"

Then get on the phone with PayPal and tell them that the eBay order was cancelled.

[reign.man]

It definitely sold and payment was sent as the funds are being held for 21 days since it was over $1,000. 

I will cancel through eBay and then contact PayPal. I appreciate everyones help. 

[reign.man]

Okay, now when I go to cancel the order through eBay, this is the message I get: 

"Unfortunately, we can't cancel your order. You can't cancel this order right now because there's a PayPal case open for it"

Now what is my next step? 

[penguins_dont_fly]

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@reign.man wrote:

Okay, now when I go to cancel the order through eBay, this is the message I get: 

"Unfortunately, we can't cancel your order. You can't cancel this order right now because there's a PayPal case open for it"

Now what is my next step? 

---

Call PayPal.

[acrc3113]

Did you try "problem with buyer's address" ? Again, do not ship. The worst that could happen is you get a defect for not shipping. On the good side, you still have your item. It used to be that Paypal would not open a claim that didn't go through eBay first. Now, with both eBay mangled payments and eBay's separation from Paypal, who knows ? You could try calling PayPal to cancel, but you will probably get tagged with eBay's FVFs.

[acrc3113]

P.S. : I would never sell a high dollar item here. This place does not have your back. I hesitate to list anything over $150 on eBay. More than that, I sell elsewhere, for cash on pick up. No checks, cards, digital pay, shipping, etc.