buyer that is disputing a charge

[michon]

I mistakenly posted this on ask a mentor board.

I have a buyer that is disputing a charge for a LEGO set that they do not recognize the transaction.  This buyer has feedback in the single digits.  Now I have to do a UPS intercept and have it sent back to me.  This costs money for an intercept, plus postage for sending the LEGO back to me.  In addition is the money spent on sending the package from one coast to the other.  For the heck of it, I looked at their feedback and what they purchased.  I saw four purchases and then did some checking up on what was bought.  All the purchases were for LEGO's.  Two of them were the same LEGO that was purchased from me.  All four purchases were made this month.  Looking at the prices for the two LEGO sets, I saw that they paid $1.03 less than what I charged.  So, because they were able to get it for $1.03 cheaper, they said they didn't recognize the charge and want their money back.  How many others have come across this?    

[12345jamesstamps]

I wouldn't do a UPS intercept. Just my own opinion.

Shouldn't buyer return the item for a refund? It's in the mail. You have free returns.

Maybe when the item arrives their memory will return when they purchased it.

I have had the buyer say they made a mistake where buyer already had the item in their and I refunded them.

[michon]

Ugh, good answer.  Didn't even think of that.  Thank you.

[stuffygrotto]

Why should the seller pay for return shipping if it was the buyer's "mistake"? OP eagle101010 says the shipping was from one coast to the other. Probably not cheap. Personally and based on the buying research findings I think they should appeal the dispute.

[doc-holmes]

My mistake...carry on. 

[dhbookds]

they do not recognize the transaction.

If this is an external dispute( bank /cc).......not on ebay...........you are covered......Ebay assumes the responsibility for approving the charge and giving you a legit delivery address.......  If it goes bad......ebay pays.....not you. 

Ebay will tell you to try to intercept but that's for their benefit........

I presume this is NOT an on ebay dispute.......

[janet9988]

Package intercept voids your ebay seller protection...that is why ebay recommends it.  LOL

[michon]

What is happening here is that the buyer opened a dispute with ebay against me.  The intercepting of the package was my idea, but as 12345Jamesstamps pointed out was that I have free returns, so why pay the money for an intercept when I am going to be paying for the return anyway.  I am disputing/appealing the dispute.

[vintagecraze50]

IDK. I Wonder why these people go straight to a credit card dispute if that is what this is when they may have made a mistaken purchase. Maybe they think that’s the only way to quickly get their money back but it really is not. If this is disputed they could be waiting a month before that dispute is worked through and posted back to their card. If you got somebody buying up Lego sets and then disputing the charges on all three of them then you might  have a scammer, trying to get free items. Especially if they have not gone to ebay first and just asked for a cancellation of item.

[vintagecraze50]

He would not need it if he intercepts and gets the item back.

[vintagecraze50]

Yep, that is the way it should be. The buyers address name etc was verified and they told the seller ship it.

[vintagecraze50]

Good. Do it.

[wastingtime101]

---

@michon wrote:

I have a buyer that is disputing a charge for a LEGO set that they do not recognize the transaction. 

Now I have to do a UPS intercept and have it sent back to me. 

---

Why not let UPS complete delivery @michon ?

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:

• Evidence of successful delivery to the address provided by the buyer at checkout, or
• Proof that the buyer collected the item

If eBay determines that the item was successfully delivered or picked up:

• We will not seek reimbursement from the seller for the disputed amount, even if the payment institution decides that the buyer is owed a refund; and
• We will waive or refund the seller's dispute fee

Evidence of successful delivery
Tracking information from a shipping carrier that shows all of the following:

• A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
• The date of delivery;
• The recipient's address that matches the one found on the Order details page, including the city/county or zip code (or international equivalent); and
• Proof of signature confirmation uploaded as an image while challenging the payment dispute, for orders with a total cost of $750 or more. Learn more about our signature confirmation requirements

[dbfolks166mt]

I wouldn't do a UPS intercept. Just my own opinion.

Shouldn't buyer return the item for a refund? It's in the mail. You have free returns.

Maybe when the item arrives their memory will return when they purchased it.

I have had the buyer say they made a mistake where buyer already had the item in their and I refunded them.

     OP left off a few details but based on the general information and the "buyer does not recognize the transaction" the assumption would be that this is a CC chargeback. If that is the case generally eBay will handle these without involving the seller other than to notify them that the buyer has opened the chargeback. However, generally the seller receives notification from eBay that no other action is required on the sellers part. If eBay has requested proof of delivery or something else from the seller they should by all means provide it. The seller generally always prevails in these types of CC chargebacks. 

     Intercepting the package, if that is even possible at this point, would do nothing more than throw a wrench into the works, prolong the chargeback resolution and possibly result in the chargeback being found in the sellers favor only to be followed by another one for INR if the package is returned to the seller. 

[janet9988]

It is  win for the seller in the case of an unrecognized purchase.

If the seller attempts to intercept the package and it gets lost then the seller will end up with nothing.