eBay

alwaysthelowestprice · ‎10-13-2022

So a buyer purchased an item from me and I mistakenly shipped him the wrong item. They were almost identical but different models. He opened a Paypal dispute for "item not as described". I reached out to him to apologize and try and make it right. I told him to start a return on the order, and re-purchase the correct item from me so I can ship it right away. He needs it for a birthday this Sunday. I even told him I'd give him a $25 discount for the screw up. This is a $200 item. He told me he wants me to just ship him the replacement with a label for the other one to be returned. Knowing this was a bad decision on my part I told him I would do that but he needs to close the dispute with Paypal first. He told me Paypal won't let him close the dispute until I ship the replacement. This doesn't sound right to me. I'm starting to think he's trying to get over on me. How would Paypal even know I shipped the correct item to him if I'm just shipping it without going through eBay? Please help I don't know how to resolve this.

alwaysthelowestprice · ‎10-13-2022

Extremely helpful, thank you very much. I'm gonna take your advice and do actually what you mentioned.

At this point should I notify the buyer that it seems like we are going to be unable to come to an agreement?

ittybitnot · ‎10-13-2022

At this point should I notify the buyer that it seems like we are going to be unable to come to an agreement?

@alwaysthelowestprice

Don't poke the bear....LOL...Send the return label and perhaps apologize for the confusion. eBay does not care that the buyer bypassed the eBay return process, and they are going to care even less if you get your item returned in the PAYMENT DISPUTE. You are under some timeline conditions now to respond to the dispute on time. Any more back and forth communication with the buyer will likely not be productive and may just serve to delay your response.

Good luck, and do let us know how it turns out. After your response to the dispute, expect it to take a month or more. And yes, checking option #1 will give the buyer a full refund and allow them to keep the product.

alwaysthelowestprice · ‎10-13-2022

Got it. I'm gonna get right on this. I will absolutely update this thread with any further outcome whether good or bad.

pennpicker · ‎10-13-2022

Appears PayPal gives you 10 days to respond to that so no need to rush, imo.

https://www.paypal.com/us/brc/article/how-claims-work

alwaysthelowestprice · ‎10-13-2022

I'm just worried it's not even a Paypal dispute since as others have mentioned, usually he's required to ship the item back then get a refund. I only have the option to refund him. He said it was Paypal unless he's lying

alwaysthelowestprice · ‎10-13-2022

I just realized that if I am sending him a return label, I will need to contact him again. I'd have to explain my decision on the matter so I can explain why I sent a label

pjcdn2005 · ‎10-13-2022

When Paypal was the payment processor, sellers had some seller protection through PP which required the buyer to send back the item before being refunded. But now that ebay sellers are not using PP to process funds, there is no seller protection through PP. As @ittybitnot mentioned, a PP dispute is now treated like any credit card chargeback is treated.

donsdetour · ‎10-13-2022

I should have caught this a long time ago:

Being eBay system is managed payments a PayPal case will be handled as a payment dispute:

Such is that you will need to respond to the dispute with all info

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

Oh and you can try and contact them and send a label to return if you can: (should be done before you reply to the dispute) they may or may or not do this.

Time is of course not on your side with this.

ittybitnot · ‎10-13-2022

Appears PayPal gives you 10 days to respond to that so no need to rush, imo.

@pennpicker

This is not a PayPal dispute. This is an eBay PAYMENT DISPUTE (aka chargeback or claim made via the buyer's payment source) and transmitted to the seller via Managed Payments. PayPal claim rules do not apply here, and the seller is unable to respond to any of this through PayPal.

pennpicker · ‎10-13-2022

Please ignore my earlier message (19 of 23) as donsdetour is correct, eBay's managed payments is handling this dispute. Not aware of when your response is required but continue to believe not taking action (aside from sending a return label) until you know for certain what is going on is in your best interest.

ittybitnot · ‎10-13-2022

I just realized that if I am sending him a return label, I will need to contact him again. I'd have to explain my decision on the matter so I can explain why I sent a label

@alwaysthelowestprice

Dear buyer,
Here is the return label for item (insert#) that was sent to you in error. Again, I apologize for the mistake.
Sincerely,
YOU

Attach the label and be done.

alwaysthelowestprice · ‎10-13-2022

So it turns out I have 3 options. I was able to find the dispute by going to the "requests & disputes" page. My options are "Accept Dispute", "Accept Dispute With Return, & "Challenge Dispute". If I challenge the dispute all I can do is upload one photo. I wouldn't be able to explain the situation as there is no option to type anything. I'm wondering if I should challenge and take our conversations (buyer & I) and the new shipping label and try to squeeze it into one photo or just accept dispute with return. It is mentioned that the return is not guaranteed.

alwaysthelowestprice · ‎10-13-2022

I believe I have 4 days left. 5 initially, Yesterday being the 1st

mtgraves7984 · ‎10-13-2022

@alwaysthelowestprice wrote:
So it turns out I have 3 options. I was able to find the dispute by going to the "requests & disputes" page. My options are "Accept Dispute", "Accept Dispute With Return, & "Challenge Dispute". If I challenge the dispute all I can do is upload one photo. I wouldn't be able to explain the situation as there is no option to type anything. I'm wondering if I should challenge and take our conversations (buyer & I) and the new shipping label and try to squeeze it into one photo or just accept dispute with return. It is mentioned that the return is not guaranteed.

@alwaysthelowestprice... THIS. ^^^

I knew there was a way to 'Approve' it! Choose "Accept Dispute With Return".

With PayPal returns, your buyer will have to buy a return label... if they're not enrolled in PayPal's 'Free Return Label' thingy. That 'thingy' expires at the end of this month, by the way... << Note: this is nothing you'll need to convey.

alwaysthelowestprice · ‎10-13-2022

Ittybitnot mentioned that it's actually an eBay managed payments dispute, not PayPal. It's even mentioned that "We can try to work with the buyers payment institution to get the item returned to you".