Unauthorized use of buyer account

[lowestpricesnow]

Received an order last Friday, November 29, shipped it out on Monday (12/2) and delivered yesterday. So this morning I received this message (SEE BELOW).

However the biggest kicker, E-bay is still charging me some of the fees, so I am out the item, along with the shipping and I still have to pay the final value fee!!!!

Another way for E-Bay to stick it to the sellers!!!

Unauthorized use of buyer account – Transaction(s) cancelled

Hello lowestpricesnow,

We’re writing to let you know that we had to cancel the following transaction(s) because the item(s) were purchased without the account owner's permission: ????? - Iron Man - Invincible Metal Tin Sign Wall Art


Please do not ship any items that were purchased by ??????? and disregard any bids they may have placed on any of your listings. We’re working with the account owner to prevent any additional unauthorized activity.

If you already sent the item(s) and they haven’t been delivered yet, please contact your shipping carrier to find out if you can stop the shipment.

• We have credited all associated fees except for payments processing fees and the final value fee for your listing(s).

[coffeebean832]

Where does a situation like this land with seller protections @Anonymous?

[hawkwind5454]

What does 'unauthorized" mean here? Did their 11 year old son purchase it? Was their account hijacked? Or did their cat take a stroll across the PC keyboard?A couple of things sound strange here... I have never received any kind of emails from ebay (and trust me I have received a few) that start out by saying "We're writting to let you know....." I'm not saying that it isn't a typical protocol of eBay, I'm just saying I have never received one like that. Also the eBay information seems very cryptic;  Though I know at times it can have a tendency to be. I'm just saying if eBay is going to pull the rug out from underneath a seller, it's kind of a spooky way to run a railroad.  

[mam98031]

Are you saying that Ebay reversed the payment?  That normally doesn't happen or it at least has never been my experience.

Over the years I have had a few of these.  To date I have never had an issue of the money being pulled from my PP account nor have I had a return request or chargeback.

So I suggest you check your PP account.  Chances are the money is still there.  Please come back and update the thread on what you find.

As to the fees.  Just keep watching.  Your invoice should get credited for them.  Sometimes it takes a little time, but it shows up.

[coffeebean832]

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@mam98031 wrote:

Over the years I have had a few of these.  To date I have never had an issue of the money being pulled from my PP account

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Did the messages you received say the same thing that the OP's did- that the transactions were cancelled? I'm making an assumption that eBay cancelling the transaction also means the customer is being refunded from the seller's pocket since eBay advised the seller to not ship / recall the package if possible.

[mam98031]

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@coffeebean832 wrote:

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@mam98031 wrote:

Over the years I have had a few of these.  To date I have never had an issue of the money being pulled from my PP account

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Did the messages you received say the same thing that the OP's did- that the transactions were cancelled? I'm making an assumption that eBay cancelling the transaction also means the customer is being refunded from the seller's pocket since eBay advised the seller to not ship / recall the package if possible.

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Yes.  Cancelling a transaction does not = cancelling a payment.  The assumption that they did is highly likely incorrect.  I've had these a couple times a year at least and I've never had Ebay force the refund to the buyer, EVER.

And there has also been a time or two over the years that the message came in before I shipped but I did not see the email before I actually gave the package to the carrier.   Those transaction went fine too.  

[coffeebean832]

@lowestpricesnow 

Can you check if the buyer was refunded from your account? Based on the above post it sounds like there might not be a cause for concern here.

[lowestpricesnow]

No PP, using managed payment through E-bay. The item has already been received yesterday, now today the surprise.
Still can't believe they are charging me some of the fees!!

[mam98031]

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@lowestpricesnow wrote:
No PP, using managed payment through E-bay. The item has already been received yesterday, now today the surprise.
Still can't believe they are charging me some of the fees!!

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That doesn't answer the question.  Did they refund the buyer?

Just be patient about your fees.  They will get credited on your Ebay invoice for the sale of the item.  They have always given credits for situations like this for the FVFs charged on the sale.

If you are looking for fee credits in MP, that is different.  That most likely doesn't show up because the payment wasn't refunded, you still have the money or should.  That is what you need to check.

[coffeebean832]

When you do a refund through managed payments it comes from "available for payout" if you have a balance available. If you don't have a balance available the refund is added to your monthly invoice. In both situations eBay e-mails you to tell you how the buyer will be refunded. Did you get a message like that?

You can also find the order on your orders page and check the record to see if it was refunded or not.

If there was no refund from your account then there would be no reason for eBay to refund any fees.

[lochside]

I just got off the phone with paypal I had a case opened with paypal against me that the purchase was unautherized by buyer, even though was delivered to his address and he left feedback quote Received item as described. Great transaction  Paypal  refunded his cost of item from my account plus $20 back charge back 

apparently because I am a Canadian seller without a US address I am not protected under seller protection. So buyer receives item free.

So beware all Canadian sellers you have no seller protection through paypal.

[mam98031]

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@lochside wrote:

I just got off the phone with paypal I had a case opened with paypal against me that the purchase was unautherized by buyer, even though was delivered to his address and he left feedback quote Received item as described. Great transaction  Paypal  refunded his cost of item from my account plus $20 back charge back 

apparently because I am a Canadian seller without a US address I am not protected under seller protection. So buyer receives item free.

So beware all Canadian sellers you have no seller protection through paypal.

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That is a completely different type of issue than the OP describes.  In PP it is a Chargeback.  

I've had to deal with these too over the years.  If you shipped to the address on the PP payment, then I'd be on the phone with PP and ask about your Seller Protection.  It is worth a try.  The worst they can say is no, but they very well may say yes as long as you treat your CSR with respect.  Don't let your emotions lead the way or they may just want to say no to get you off the phone.  Make them want to work with you not against you.

[Anonymous]

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@coffeebean832 wrote:

Where does a situation like this land with seller protections @Anonymous?

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Hi @coffeebean832, when a seller has already shipped an item out when they are notified that the transaction was not authorized, we have protection options when the payment was processed through managed payments on eBay (more details here). If the sale was processed through PayPal, PayPal would be able to discuss further protection options.

To clarify generally speaking, unauthorized use would refer to use of the account without authorization or knowledge of the account owner. This wouldn't refer to use by other members of the same household on a shared computer, but instead is related to situations where the buyer's account or financial information was compromised/stolen. Often times this is reported through a credit card charge back, but may be identified by eBay or PayPal prior to a charge back being filed. The notice shared by the OP is sent as soon as we are made aware of any account theft and if the seller has already shipped the item, they can pursue protections with the options I listed previously.

[earlyant-77]

We have credited all associated fees except for payments processing fees and the final value fee for your listing(s).

Why no credit for the FVF? So in MP, the seller loses even MORE money than the payment processing fees, including the item itself?

If that's the case, who would want to stay in MP and not get any protection from a hacked account?

[mam98031]

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@earlyant-77 wrote:

We have credited all associated fees except for payments processing fees and the final value fee for your listing(s).

Why no credit for the FVF? So in MP, the seller loses even MORE money than the payment processing fees, including the item itself?

If that's the case, who would want to stay in MP and not get any protection from a hacked account?

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If the payment wasn't refunded, why would you even expect them to refund the payment processing fee?

MP has nothing to do with the listing FVF.  If a refund is given for that, it is on the Ebay Seller Invoice.