Buyer files payment dispute for a previously lost ebay case, what to do?
Summary: dza-4617 faced a challenge with a Danish buyer who opened a payment dispute after failing to collect a package due to lack of ID. The buyer had previously lost an 'item not received' case. Other participants advised dza-4617 to challenge the dispute by providing detailed documentation. Despite initial concerns about losing the case due to stringent evidence requirements, dza-4617 was eventually informed by eBay that they were protected and would not need to refund the money, though the funds were initially frozen. Later, eBay confirmed that the payment dispute was resolved in favor of the buyer, but dza-4617 still retained seller protection, and the buyer's account was no longer active.
Hi, I have a tricky situation with a Danish buyer. Sent a parcel that was delivered to a parcel shop. The buyer said he does not have an id and can't pick it up. Apparently all packages sent there require id so buyer not knowing this is just, well, silly. The package was sitting for weeks and the buyer opened an item not received case demanding a refund because he can't pick it up. Tracking showed delivery to pickup point and ebay closed the case in my favour. The package was still stuck somewhere so I did not get it back yet,
Today I got a notification from ebay that buyer opened a payment dispute citing item not as described. In the comment to that case buyer flat out admits again he did not receive the package and wants a refund but nobody wants to give it.
So, what are my options. Should I challenge and just provide tracking that shows item was delivered to pickup point but buyer did not pick it up, therefore the item not as described case is bogus and technically a false claim?
In ebay money back guarantee it says ebay will side with me if there was a case already resolved in my favour, but the wording seems like it had to be an identical case. Tracking shows item is being in the process of return, and there's no way to offer a partial refund. Not sure why I should eat the cost of outbound/inbound postage and fees because dude does not have an id...
dza-4617
OP3 weeks agoUpdate - ebay informed me that the buyer's payment institution sided with him but I qualify for seller protection so funds were released. The buyer is also no longer a registered user...
sml192
路3 weeks agoGreat outcome. Glad it worked out for you and thanks for letting us know.
dza-4617
OP1 month agoDisputed the charge, an automated ebay messaged said it will take 3-8 weeks but today I got an email saying I am protected and I will not have to pay back the money and the dispute fee, though ebay will close the dispute once the financial institution will get back to them, which means money is frozen till then...
sml192
路1 month agoSounds like a good outcome and hopefully eBay will keep to their word. Thanks for letting us know.
5216elisabeth
路1 month agoGood news, thanks for updating :)
dza-4617
OP1 month agoI clicked on challenge dispute and now I know I am 99% toasted. Only after you decide to challenge ebay shows you what you need to provide, in this case:
Provide proof showing the item matches the listing description
You can strengthen your response by also providing:
Proof showing the item's condition before dispatch
Proof showing an attempt to resolve the buyer's issues with the item
Any other relevant information
There's no mention of providing proof that buyer does not have the item in his possession, which probably means I will lose because I will not provide any evidence of item condition, and that is the only thing the payment institution will look into.
It even says at the bottom that "We'll work with the buyer's payment institution to see if the item can be returned." so at least as they are concerned, buyer is in the possession of the item!
5216elisabeth
路1 month agoFrom your messages you have got evidence for points 1 and 2. The original listing photos and description, the messages between you and the buyer. If you told them at any point that you would refund them if you received the item back make sure to include a screenshot of that message. Point 3 Any other relevant information - all the evidence that the buyer hasn't received the item is highly relevant. The buyer is attempting to commit fraud by claiming the item is damaged when they haven't actually received it.
5216elisabeth
路1 month agoTo challenge it send eBay all documentation relating to the transaction including the messages exchanged by yourself and the buyer. Also screenshots of the original case and resolution, delivery to the shop including how long it was there if possible, any tracking showing it on the way back to you etc. You cannot assume eBay will access any information on your account, they won't they will look at what you send them so send everything you can. Keep your description of events strictly factual, ideally in chronological order and stick to the point.
Slightly different but I once had a buyer open a remorse return (didn't like it), not send the item back and then do a chargeback for item damaged. An excellent advisor in Dublin talked me through the whole process to challenge the chargeback one Christmas Eve afternoon! I sent eBay everything she suggested and they did ultimately apply seller protection. I have no idea whether or not the buyer got a refund.
I think you also get clobbered for the chargeback fee of over 拢16 if the chargeback is successful so it's worth fighting. Someone else may be able to clarify that perhaps.
Good luck 馃
sml192
路1 month agoWhat exactly does the buyer's comment state? If they admitted to their payment provider that they hadn't received the item then I really don't understand how they have managed to file a payment dispute/Chargeback citing 'Item not as described' as the reason.
All you can do is challenge it providing evidence of the fact that it was never collected by the buyer and is now on its way back to you.
dza-4617
OP1 month agoBuyer literally said he could not pick the package due to him not having a photo id (interesting how he opened a payment account without one...) and then goes on that he contacted me, contacted ebay, contacted the post office and nobody wants to give him money back. The post office told him package was returned - that is being no longer in his country but not yet actually returned. Buyer made 0 comment about item condition/description.
padanpcparts
路1 month agoYes, challenge the chargeback by providing all the documentation that E-bay ask for in the case notes.
papso22
路1 month agoYou have no seller protection unless ebay decides you have as an exception given the buyer's comments in the case. You would have to fight for that.
As this is a not as described case for an item sent overseas you can't issue a label through the case and you will have to find a way of sending the buyer the postage. But as they don't have the item, they can't actually send it back. They may be clever enough to return something else though.
dza-4617
OP1 month agoIt's not a case, it's a dispute. Accepting means a full refund is given, there's no option to send it. Challenging means potentially giving a full refund anyway plus the dispute charge.
What I am worried about challenging, I provide documentation that proves buyer did not receive anything, therefore he cannot claim item is not described, and his payment institution will just say, oh, even better, no item full refund. Does not matter the cause.
papso22
路1 month agoAh yes, sorry, I misunderstood. Then only my first para applies.
maarsy
路1 month agoyou do not need to give a refund unless the item comes back to you , and even than you can deduct the postage cost since the buyer did not pick it up . had several cases like this .
dza-4617
OP1 month agoyeah but this refund would be outside the case. The only options are to accept and refund in full or challenge and maybe not refund at all, and then maybe you can do a partial if transaction details are still available...
maarsy
路1 month agoby law in europe you must carry id , that goes for danes too