Payment Dispute

[vanpa-43]

Hey all! 
I had a buyer send an offer for an item, i accepted it. Their payment was made almost immediately after. Through the night, this buyer had sent several messages saying that they need a refund and no longer wanted this item. And they must have filed a payment dispute immediately. Once I was able to see these messages, it was no longer letting me cancel or do a refund because they had already opened a dispute. They eventually changed the reason of the dispute. However, if I am understanding correctly, the new reason is only saying its for the amount $166, which is not the total amount of the item. Does this mean they are trying to get only that much money refunded (not the full amount) and still receive the item? (They said they do not want the item at all in their messages). Some of their payment has already been sent to my bank, I just want to be sure that I do not eventually refund more than what they paid. And once the dispute is accepted by eBay or whomever, will I then be able to cancel this order or give a full refund. I no longer wish to ship or deal with this buyer. Their reasoning in their messages was that “I did not notify them that I was taking their payment before doing so,” and that “they did not see that it was going to charge them shipping.” So, wondering if they are just trying to get the money they paid for shipping back, or if they are just clueless on what they are doing as well. Please advise, this is my first ever dispute and I am a bit lost honestly. Thanks! 

[12345jamesstamps]

If it's a dispute with their banking...usually eBay steps aside. Sounds like they will get the refund for the item purchased and shipping per a banking dispute.

I would not ship it.

Usually the amount will be taken out of "available funds" if there are funds there.

Otherwise, it will come out of your banking  source. So make sure you do not spend those funds of the sale.

Shipping was not used yet so it should be refunded as well.

So they should get the total amount back.

[albertabrightalberta]

It's not clear whether you already shipped the item. 

If not, issue a refund as you haven't lost anything! 

[robbie31415]

If you haven't shipped the item, then as @albertabrightalberta said you should cancel.

If you don't cancel and you don't have delivered tracking then you will auto lose and will pay additional fees for losing a dispute.

So just accept, and don't ship, and move on.

[12345jamesstamps · Accepted solution]

"I no longer wish to ship"...sounds like they didn't ship it yet.

"it was no longer letting me cancel"....dispute with banking source...it a bank thing now.

[robbie31415]

Yes, that is why the main advice given is to accept the dispute (since it's auto lose without delivered tracking).

It reverses funds, closes the case, and that is fine because  the seller has their item.

[albertabrightalberta]

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@12345jamesstamps wrote:

"I no longer wish to ship"...sounds like they didn't ship it yet.

"it was no longer letting me cancel"....dispute with banking source...it a bank thing now.

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@vanpa-43 

You should be able to cancel issue the refund through the dispute in your ebay on that item. (You're correct that you can't cancel.) Buyer gets a full refund and your fees will be credited. You'll only be charged the service fee. 

[sextons-sweet-deals]

If this involves one of your $500+ items, your possibly being scammed. Do you have these items in your possession? I ask because it looks like you're using a catalog photo. 

If yes, I would do pick-up only so your buyer can inspect and test. 

Did you ever look at the buyer's profile? Location? All feedback?

[12345jamesstamps]

Didn't I kinda say that....

[robbie31415]

You 'kinda' did, but I feel the words you used were unclear.

Since this is a payment dispute the seller has two options, Accept and Dispute.

For all items that have NOT been shipped should be 'Accept'.

This will handle all refunds, and settle the matter.

[sextons-sweet-deals]

reading this again!

 buyer had sent several messages saying that they need a refund and no longer wanted this item. And they must have filed a payment dispute immediately. 

this does not make since. 

I smell a new scam!

[kensgiftshop]

As long as you haven't shipped, just accept the dispute and refund the buyer.

If they are not disputing the whole amount, that's their problem.

[vanpa-43]

Thank you all for the fast responses! I have already accepted the dispute days ago. Just “awaiting outcome” at this point. I am just trying to gain a better understanding of this whole process. As somewhat stated in my original post, I DID NOT ship this item out, as the buyer immediately filed a dispute and stated that they no longer wanted the item. As for the awaiting dispute, I am receiving the message from eBay saying that they will “deduct the dispute amount once they receive the outcome from the buyers payment institution.” Which the dispute amount is not the full amount that the buyer had paid. A lot of your responses are telling me to cancel and refund, and as stated in the original post, eBay does not currently allow this due to the open dispute. So are you telling me that after the dispute is closed, I will then be able to cancel and refund the rest of the amount to the buyer (minus the dispute amount that eBay will already have sent back to them)? Thanks.

[brightlightbookseller]

Theoretically yes, you may be able to refund the rest once the dispute closes, but possibly not, I haven't dealt with this (admittedly somewhat unique) situation before.  I wouldn't worry about it if you can't, that was their mistake and not yours, and if you literally can't do anything about it, not your problem.  They can always go back to eBay or their bank to try and get the rest if you're unable to refund the rest.  Sounds like you've handled everything correctly so far!

[robbie31415]

No,

Just accept and move on with your life.