eBay is not taking action on theif

[nordic-labels]

A buyer bought 3 items within 2 weeks, and I have shipped them, I got positive feedbacks but after some days, the buyer opened Paypal claim for "Unauthorized access"  Paypal is holding the money pending investigation and I have reported the buyer 3 times but eBay is not replying to me or closing his account to stop him creating more headaches.  

What protection do we get as sellers? 

[castlemagicmemories]

Enter the tracking into the case.  That's the proof of shipment required.

[myescape]

If you have tracking showing delivery to address on order details enter that and you are covered

[tunicaslot]

---

@nordic-labels wrote:

A buyer bought 3 items within 2 weeks, and I have shipped them, I got positive feedbacks but after some days, the buyer opened Paypal claim for "Unauthorized access"  Paypal is holding the money pending investigation and I have reported the buyer 3 times but eBay is not replying to me or closing his account to stop him creating more headaches.  

What protection do we get as sellers?  

---

Since he opened a Paypal claim - first enter the tracking number in the reply to Paypal. Then get on the phone and call Paypal and have a rep verify the tracking details. You are covered if the items were sent to the address listed on Paypal. Don't be upset if the buyer tries to open the claim again. The last buyer that pulled this on me - opened a claim 3 different times for the same item. As long as you shipped to the address on file with Paypal and have provided the tracking information - you're covered under the seller protection.

Edit to add - Ebay has nothing to do with the claim as he opened it with Paypal - you can go to the Orders page in the Seller Hub. Find the transaction in the list of sales. To the right of each sale in the Actions column will be a drop down menu. At the bottom of the list, choose Report a Buyer.

[2015mhfashions]

As long as you have proof of shipment you are protected, the argument is between the credit card company and Paypal, Call them after uploading your tracking and have it closed in your favor, they will hold the money for as long as they want until you complain, if they try and tell you otherwise read them their own policy regarding seller protection concerning Unauthorized transactions, I've had this many times, call and have it closed, there is nothing to investigate on your side, tracking uploaded, they can see it they just love holding your money,they will probably give them a courtesy refund, it happens and they know it this is why they put these claims in.

[nordic-labels]

I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.
My complaint is that why buyer account is still active and eBay is not taking any action?

[slippinjimmy]

---

@nordic-labels wrote:

A buyer bought 3 items within 2 weeks, and I have shipped them, I got positive feedbacks but after some days, the buyer opened Paypal claim for "Unauthorized access"  Paypal is holding the money pending investigation and I have reported the buyer 3 times but eBay is not replying to me or closing his account to stop him creating more headaches.  

What protection do we get as sellers? 

---

You have no idea what action eBay or PayPal may have taken. The will not discuss the results of your reports with you. If in fact the transaction  was unauthorized then the actual account holder has done nothing wrong (other than allow their account to be compromised).

As others have pointed out, you will be protected if you follow the instructions given in the notice. Of course if you do nothing then you will have no protection.

FYI - It's often the case that when a credit card holder reports an unauthorized charge the credit card company may sometimes send out fraudulent use notices for a whole bunch of recent transactions. Normally when a user contacts their credit card company they will go over the recent transactions on the phone and do chargebacks on  any that are not recognized. Because of the way eBay transactions are shown on  the cc statements and if the cardholder has a large number of transactions some made be reported as unauthorized even though they were.

Of course none of that is your problem or concern, just provide the info requested and in a few days PayPal will release your funds.

[myjunqueyourtreasure]

---

@nordic-labels wrote:
I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.
My complaint is that why buyer account is still active and eBay is not taking any action?

---

Call PP and demand they release your funds (if they're actually still holding them) as you are covered under seller protection.

The case will stay "open" until the cc company closes it - which can take months.

[luckythewinner]

I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.

Get on the phone with them and ask them to close it while you are on the phone. It you have delivery confirmation there is nothing to wait for. 

My complaint is that why buyer account is still active and eBay is not taking any action?

First, eBay does not cancel buyer accounts just because they filed a PayPal case. eBay has never done that in the past, and I doubt they ever will. Second, you have no idea whether the transaction was authorized or not. 

[slippinjimmy]

---

@myjunqueyourtreasure wrote:

---

@nordic-labels wrote:
I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.
My complaint is that why buyer account is still active and eBay is not taking any action?

---

Call PP and demand they release your funds (if they're actually still holding them) as you are covered under seller protection.

The case will stay "open" until the cc company closes it - which can take months.

---

I've had my share of these, I have never called to have it closed, in the past it would take a couple of weeks but a recent one was reversed in 4 days.

You can call if you want but I'd start with "asking" rather than "demanding" (just like you would want when a buyer has an issue).

[castlemagicmemories]

They may have a new credit card that they are using.

[castlemagicmemories]

---

@slippinjimmy wrote:

---

@myjunqueyourtreasure wrote:

---

@nordic-labels wrote:
I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.
My complaint is that why buyer account is still active and eBay is not taking any action?

---

Call PP and demand they release your funds (if they're actually still holding them) as you are covered under seller protection.

The case will stay "open" until the cc company closes it - which can take months.

---

I've had my share of these, I have never called to have it closed, in the past it would take a couple of weeks but a recent one was reversed in 4 days.

You can call if you want but I'd start with "asking" rather than "demanding" (just like you would want when a buyer has an issue).

---

Yes, I've read that calling isn't necessarily needed as these are closing much faster.

I agree, asking over demanding may work much better.

[2015mhfashions]

As i advised them earlier call to have it closed, no demands just following their own policy, why should any seller have their money on hold for 2 weeks when Paypal know once the tracking is uploaded the seller is fully protected, as before nothing to investigate seller wise, release the funds and Paypal argue their case with the CC Company.

[myjunqueyourtreasure]

---

@slippinjimmy wrote:

---

@myjunqueyourtreasure wrote:

---

@nordic-labels wrote:
I have provided the tracking numbers and been waiting for PP to decide since 21,01,2019.
My complaint is that why buyer account is still active and eBay is not taking any action?

---

Call PP and demand they release your funds (if they're actually still holding them) as you are covered under seller protection.

The case will stay "open" until the cc company closes it - which can take months.

---

I've had my share of these, I have never called to have it closed, in the past it would take a couple of weeks but a recent one was reversed in 4 days.

You can call if you want but I'd start with "asking" rather than "demanding" (just like you would want when a buyer has an issue).

---

I'd say when it's right there in their policies demand is as good a word as ask.

But, if you prefer, then ask that they FOLLOW their own policies. Better?

[slippinjimmy]

The official policy is actually 90 days (or maybe it's 60), I have never heard of one of these taking that long, two weeks used to be the norm but generally it's much less.

One thing for sure when you get these chargebacks on your own merchant account you lose every time in a card not present transaction. PayPal handles these better than anyone.