advise needed re: The buyer did not recognise the transaction | case open | ebay managed payments

[the_emporium_direct]

Hello,

This is the first time we have experienced this. Would appreciate some advise if another seller has had the same issue.

Thanks in advance,

1. buyer sent multiple questions about an item we had for sale on ebay (I am mentioning this first as there was several questions such as "is this new" "who do you post with" "do you use royal mail")

2. buyer paid for ebay via ebay managed payments checkout

3. we posted item to address provided via RM parcel 48 as advertised

4. buyer sent more messages over the next 4 days: "item not here" "when will you deliver"

5. buyer opened item not received request and we refunded via ebay as could not prove delivery

6. one month later buyer files a payment dispute and ebay hold the money

I am confused as we have already refunded. How can ebay be holding the money as the money has gone back to the buyer? 

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Dispute amount£14.00

Held from payouts until the dispute is closed.

7 Mar 2021 Dispute rebuttal sent to payment institution

7 Mar 2021 Dispute opened

Payment dispute details

Status: Under review

We sent this information to the buyer's payment institution, who is further reviewing the dispute. We'll notify you when the outcome has been decided.

[the_emporium_direct · Accepted solution]

Good news from ebay!

Here are the details

Dispute ID: xxxxxxxxxx

Hi xx and xxx x,

A decision has been made about the case that was filed by xxxxx-xxxx. The case was found in your favour. You don't have to pay anything back and no further action is needed from you.

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I reported it to ebay and after a bit of back and forth dialouge I was told that their system would not issue a refund twice, two weeks later we received the email confirming the above.

[papso22]

Ebay's guidance on unauthorised payment cases is that you have to prove delivery, that's as far as it goes.  You are in unknown territory as you have already refunded, the buyer's financial instituton should look quite harshly on this attempt to duble dip, but what ebay will so is a complete unknown.  You will have to ask them.  Help and Contact is now at the bottom of the page.

[the_emporium_direct]

Thanks. I have asked ebay so fingers crossed this is resolved correctly for all parties!