Payment dispute - help needed

[suffolkskinandbeautystore]

Morning all. Looking for some advice please. I'm a basic shop seller on managed payments.

A buyer raised a payment dispute with her financial institution a couple of weeks ago, saying transaction not recognised. This is sent through to me so I messaged her using ebay messaging.  She replies and admits 1) It WAS her transaction; 2) She paid using a different credit card and forgot and didn't recognise the entry on her statement so reported it; and 3) She did this for several transactions on the same day. When I explained that I was now expected to pay a hefty fine for HER mistake, in addition to the cost of the item she ordered, she apologised and said she would inform the bank that she had been wrong.

I relayed all this to ebay via online chat, who after reviewing the messages said to challenge the case despite having no delivery proof (I did provide proof of posting) and I would be protected by them if the FI found in the buyer's favour. The tracking had expired by this time so they couldn't confirm delivery, but buyer had not denied delivery and the item was sent to the address on her account. 

On Friday evening I received an ebay message to say the FI had found in the buyers favour and I was charged the £4.95 product cost PLUS £14 admin fee.

What would you advise here. I will be contacting ebay as soon as the chat option opens this morning (phone is not an option for me) so could do with some suggestions for how to get this resolved. Many thanks 

[redwick1]

You should always put tracking or the 16 digit code from a post office receipt onto the item when you post so that it is there for any dispute

A proof of postage is of no use as you have to have the tracking or the code proving delivery to the address

You seem to send RM postage which if 1st or 2nd class postage Packet rather then envelope size it has a 16 digit code on the receipt which acts as tracking

See the ebay policy on chargebacks

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes-managed-payments-seller?i...

As you have found a chargeback costs the seller 

You should keep all receipts for at least one year in case of chargebacks

[suffolkskinandbeautystore]

Thank you. All my postage is bought via ebay so the tracking is automatically loaded. The buyer does not dispute the item arrived. She just waited till after the tracking info was no longer available on the RM website. I do keep all receipts for 7 years for tax purposes.

[suffolkskinandbeautystore]

Oops sorry hit return by mistake. I have now managed to get onto chat and after a bit of an argument they agreed to refund me the £14 fee and suggested I invoice the buyer by paypal for the rest. So it was worth pursuing. Thankyou for your help.

[redwick1]

You had done everything correctly. That should not have happened if you had the correct tracking. I hope your buyer pays up and keep an eye ebay to make sure they do refund. Best of luck