Seller Protection? How can I file a claim?

[weloveaz2]

I sold an Apple Watch via Buy it Now. Shipped after it was paid and used eBay shipping. Right after it shipped, Buyer filed a do not recognize transaction with their CC company. I provided tracking # showing that the watch was delivered to the correct address. CC company sided with buyer and eBay is charging me back. Seller Protection says they cover Sellers in this type of situation! To add insult to injury, eBay charges a dispute fee in addition to taking back my money?! What can I do? I’ve been selling with eBay for over 20 years with a 100% rating. This is ridiculous.

[vintagecraze50]

I had one like this and it could be that the way the charge is shown on the customers bill is hard to dicern as to what and where they purchased something so they do this stuff. Could have also been a scammer using someone else’s card and when the bill came in, the real card owner disputed the charge.  You said right after it was shipped they filed a chargeback? If so, you should immediately recall the package and get it delivered back to you in the future if this happens.

[weloveaz2]

How do Sellers get the protection we are promised?

[dbfolks166mt]

     This seems to be an increasing problem. A lot of it may have to do with the way the item is showing up on the buyers credit card statement. From some of the postings that have been on the forum it is not all that clear on the credit card statements what the purchase was and a lot of buyers may be getting confused by it. 

[weloveaz2]

You didn’t answer my question. There was no Buyer confusion. This individual created an eBay account and set-up payment & shipping address. They don’t respond to messages. Turns out there are many similar cases in the forum. It’s the new way to rip off sellers and eBay Seller Protection appears to be non-existent even when you do everything right.  Not only are Sellers out the funds, they lose their product and eBay keeps all the fees AND tacks an extra $20 on to that. 

[retailtechoutlet]

We've dealt with something similar in the past. It took some persistence and explaining ebay CS their own policies but eventually (after a few weeks) we got refunded the transaction amount + the $20 fee. 

Best advice I can give you is to contact the managed payment team and explain the situation, highlight you followed all of ebay's seller protection guidelines and want your money refunded. 

If you get the runaround keep trying until you find someone with a higher IQ than a bag of rocks. 

[ittybitnot]

Seller Protection says they cover Sellers in this type of situation! 

@weloveaz2 

You would be correct.  For some reason there are quite a few reports showing up here where eBay is NOT providing said protections in cases of "not recognizing the charge".  

There are quite a few reasons why the c.card company would find in favor of the buyer.  HOWEVER, eBay going back on their own protection policy is becoming more frequent.  eBay is supposed to provide protection for sellers in these instances REGARDLESS of the C.card company's decision. 

I would suggest that you make a copy of the requirements, and all records of the sale/transactions, make sure you followed each and every one.  Then go to the eBay for Business facebook page and use the MESSAGE button.  Include your name, phone number, address, etc.  eBay ID, listing number, transaction numbers/details, confirmation of delivery etc. and state that you believe the chargeback should be covered since all the requirements were met. 

The people that answer these messages are NOT the same customer service genre that you get on the phone or chat.  They are well educated on the issues AND actually have the authority to help you.  

Please let us know how it turns out should you follow this suggestion.  Good luck.!!!

You can also check to see if your "buyer" is still a registered user.  It may help your case ^^^^ if the user has already gotten the proverbial axe. 

[ittybitnot]

If so, you should immediately recall the package and get it delivered back to you 

@vintagecraze50 

The OP states the watch was already delivered. 

[jonathankirkland]

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@dbfolks166mt wrote:

     This seems to be an increasing problem. A lot of it may have to do with the way the item is showing up on the buyers credit card statement. From some of the postings that have been on the forum it is not all that clear on the credit card statements what the purchase was and a lot of buyers may be getting confused by it. 

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Really I am believing less and less that this is true.

Unless it's reasonable to expect that people are buying multiple $500-1000 items and can't tell them apart?? I mean how many people are going to buy an Apple Watch and a bunch of other expensive **bleep** to the point where they won't notice/remember that ONE large purchase they JUST made.

Sorry but this is excuse is totally nonsense to me. Maybe it happens occasionally but the way people throw that around on here make it sound as if every buyer is actually brain dead instead of scamming which is much more likely.

[katzrul15]

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@ittybitnot wrote:

Seller Protection says they cover Sellers in this type of situation! 

@weloveaz2 

You would be correct.  For some reason there are quite a few reports showing up here where eBay is NOT providing said protections in cases of "not recognizing the charge".  

There are quite a few reasons why the c.card company would find in favor of the buyer.  HOWEVER, eBay going back on their own protection policy is becoming more frequent.  eBay is supposed to provide protection for sellers in these instances REGARDLESS of the C.card company's decision. 

I would suggest that you make a copy of the requirements, and all records of the sale/transactions, make sure you followed each and every one.  Then go to the eBay for Business facebook page and use the MESSAGE button.  Include your name, phone number, address, etc.  eBay ID, listing number, transaction numbers/details, confirmation of delivery etc. and state that you believe the chargeback should be covered since all the requirements were met. 

The people that answer these messages are NOT the same customer service genre that you get on the phone or chat.  They are well educated on the issues AND actually have the authority to help you.  

Please let us know how it turns out should you follow this suggestion.  Good luck.!!!

You can also check to see if your "buyer" is still a registered user.  It may help your case ^^^^ if the user has already gotten the proverbial axe. 

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@weloveaz2 

The advice above is excellent.  The only thing I would add is to hit "report Buyer" next to this transaction first before engaging e-Bay on facebook.  Report the Buyer for fraud and outline what occurred, using bullet points/full details with dates, etc.   It gives them the blueprint to assist you in a concise manner.  We reported them to USPS first as well and included the mail fraud info also.

Good luck!

[jonathankirkland]

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@weloveaz2 wrote:

You didn’t answer my question. There was no Buyer confusion. This individual created an eBay account and set-up payment & shipping address. They don’t respond to messages. Turns out there are many similar cases in the forum. It’s the new way to rip off sellers and eBay Seller Protection appears to be non-existent even when you do everything right.  Not only are Sellers out the funds, they lose their product and eBay keeps all the fees AND tacks an extra $20 on to that. 

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Is it too late to recall the package?

If so, you need to contact ebay via their official FB page immediately and explain all this. Hopefully you get a competent rep who can walk you through the process of appealing the decision.

And yes these chargebacks are increasing daily as scammers are finding through MP it's much easier to do them. With Paypal it was not so easy.

[ittybitnot]

The only thing I would add is to ....

@katzrul15 

Good thinking, excellent advice! 

[ittybitnot]

 I mean how many people are going to buy an Apple Watch and a bunch of other expensive....

@jonathankirkland 

What I suspect is this:   

It is only my opinion, but I am thinking that many of these new cases showing up where seller protection is inexplicitly denied may be instances where purchases are made via stolen payment credentials.  The usual name in the industry for the chargeback would be "Unauthorized Charge" where the cardholder indeed did not participate in the transaction at all, and the product was sent to an address unrelated to the card holder.  

So far, I have only seen two actual "Unauthorized Charge" situations mentioned here, and sellers lost both cases, even though in compliance with the requirements for "doesn't recognize the charge". Note there is NO MENTION whatsoever of any seller protection offered for Unauthorized Charge specifically, nor any seller protection requirements.  

It is conceivable, that a card holder would NOT recognize a charge they never made and filed under that reason instead.    I would think that eBay is running into an increasing "problem" (having to pay out)  for fraud, so thus the new trend in sellers losing "doesn't recognize the charge" Payment Disputes where they used to be the easiest for the seller to remedy by compliance  with the seller protection requirements. 

I really don't know how long "it is the credit card and nothing we can do" mantra is going to hold up for denial of "does not recognize the charge" reversals where protection requirements are met.  eBay will be ahead of the game if only SOME of the victims give up and go away.  Those that control the money though are in charge of the outcome. 

[jonathankirkland]

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@ittybitnot wrote:

 I mean how many people are going to buy an Apple Watch and a bunch of other expensive....

@jonathankirkland 

What I suspect is this:   

It is only my opinion, but I am thinking that many of these new cases showing up where seller protection is inexplicitly denied may be instances where purchases are made via stolen payment credentials.  The usual name in the industry for the chargeback would be "Unauthorized Charge" where the cardholder indeed did not participate in the transaction at all, and the product was sent to an address unrelated to the card holder.  

So far, I have only seen two actual "Unauthorized Charge" situations mentioned here, and sellers lost both cases, even though in compliance with the requirements for "doesn't recognize the charge". Note there is NO MENTION whatsoever of any seller protection offered for Unauthorized Charge specifically, nor any seller protection requirements.  

It is conceivable, that a card holder would NOT recognize a charge they never made and filed under that reason instead.    I would think that eBay is running into an increasing "problem" (having to pay out)  for fraud, so thus the new trend in sellers losing "doesn't recognize the charge" Payment Disputes where they used to be the easiest for the seller to remedy by compliance  with the seller protection requirements. 

I really don't know how long "it is the credit card and nothing we can do" mantra is going to hold up for denial of "does not recognize the charge" reversals where protection requirements are met.  eBay will be ahead of the game if only SOME of the victims give up and go away.  Those that control the money though are in charge of the outcome. 

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Sure in cases of stolen credit cards then obviously that makes sense.

But I thought and I guess wrongly that you as a seller would be PROTECTED in such cases since how the heck are you possibly able to verify if a credit card is stolen or not, no possible way to know that.

This problem is not going away, it's only going to get worse and worse until Ebay/Adyen come up with some type of solution or better protection.

[vintagecraze50]

SELLERS should not have to go through all this grief to get something done right on here.