Payment Dispute Filed

[auldsports]

Unbelievable..

The buyer purchased something from me back in May, received it - even Royal Mail tracking shows 'Delivery request received', so they interacted with the process. And now the buyer opened a dispute through their bank that 'the transaction is not recognised'.

How shall I deal with this? I do have RM tracking screens and all other online evidence, just don't currently have access ty my post office receipts while on holiday, but need to respond before my return.

Any advice?

[loosecheese]

It might be worth reaching out to the buyer.  Ask them if they have made the request in error.  I had a buyer do this to me and when I asked if he had made the request in error, he had.  He cancelled the request.  It is worth having a chat with them to find out what is going on.

[ojewellery]

If you've got the order screenshot, tracking uploaded, tracking evidence, screenshot of delivery location and GPS map that should suffice without a photo of the actual paper receipt.

A rhetorical question but think about the value of the sale and the need for you to be able to mentally step away and take a holiday, the cost of holiday/ day in pure hard numbers.  Its worth doing a response but then its worth stepping away - you'll have done all you reasonably can and don't let this overshadow your holiday.

Have a good rest of break, we all need them.

[sheba-knows-best]

Okay, so it's sods law it happens while you're on holiday. Not sure if you have had word of this via ebay or via paypal?

One problem: are you saying the tracking shows they interacted but it doesnt say delivered? That may be an issue... although I presume you have return address on outer of your parcels?

First thing I would do is message the buyer. There is a chance they have opened the case with their bank in error. They genuinely cannot remember what they spent the money on. Politely remind them of their ebay purchase. Take a screenshot of the Royal Mail tracking and evidence of delivery requested and say something like:

"So sorry to bother you, but you seem to have opened a payment dispute in error as tracking proves you requested your delivery from Royal Mail. Please could you close the case? If I do not hear from you in X hours I will have no choice but to contact ebay with details and both of our accounts will be involved. Best wishes, X"

Then I would contact ebay immediately. I seem to recall that they fight payment disputes for me (I am a TRS business seller). In any case - explain you are on holiday so don't have access to receipts, show you have 'reached out' to the buyer and ask for help / see what they can do.

[auldsports]

Yeah, I reached out to the seller, any response from them would prove their false claim.

I've received the notification from ebay, asking me to either accept the claim, or to challenge it. Ebay 'will add any supporting information that we have and send it all on your behalf.'

£60 won't ruin my holiday, I'm more curious about this and can't believe how someone can do things like this 🙂

[papso22]

If you feel like it look up 'payment dispute' in the help section.  That explains seller protection and how you get it.

[padanpcparts · Accepted solution]

So often this is caused by the bank themselves. The customer may have an issue with a reissued card or a single transaction then the bank slap Disputes on every transaction made for 6 months. Had one of these recently where I reached out to the buyer to ask what was going on and he was very honest and friendly regards the situation. 

If you have holiday mode on might be worth giving concierge a quick call and explaining you cant provide information until 'x' date. 

[sml192]

Provided you have tracking proving delivery to the address shown in the order details then you will be protected by eBay.  You just need to reconfirm the tracking number to eBay.

As has already been stated the buyer may have no knowledge of the dispute as a chargeback can be filed independently by the card issuer.  Also, bear in mind that the buyer and card holder may not necessarily be the same person. 

https://www.ebay.co.uk/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=...

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=2&query=...

[dch2112011]

ebay are pretty good with chargeback claims,  ebay will check the buyer's details etc from their ebay account / transaction - if they match then ebay should protect you - the tracking should show delivery attempted or delivered or buyer redirected if they are claiming non delivery.

By all means contact the buyer but it is extremely unlikely that even if they promise to retract the charge back that they can in reality do that - because the dispute is between the payment provider and ebay and quite often the payment provider will let the chargeback play out on the basis that it will be found in ebay's favour if they dispute the chargeback !

You can add any evidence you have - ebay will automatically check the transaction on their system

[auldsports]

Thank you all. The buyer responded and looks like it was a dispute triggered automatically by their bank.

I've responded to ebay with tracking details and ebay confirmed straightaway and without waiting for the outcome that this qualifies for seller protection, so all good.

[padanpcparts]

That's good, should be straight forward for you.