Payment dispute - transaction not recognised

[safereachsystems]

Posting here before I chat with eBay tomorrow. 

First this has happened, today I got this message from eBay regarding payment dispute and funds on hold. 

“Your buyer filed a payment dispute for an order placed on 22 Jan, 2025. This means that they disputed a charge directly with their payment institution. They're requesting £11.99 back, and the reason for this dispute is that the buyer didn't recognise the transaction.”

I sold the item on 22nd and case opened 25th. The sale price was £15.99 tho I’m only asked to refund £11.99? I have messaged the buyer who claims his phone was stolen on 21st, he didn’t make this purchase and he hasn’t raised any transaction not recognised with his bank or PayPal. 

This person bought this exact same item off me last year. Just sounds a bit dodgy to me? What are my options? 

Thanks

[papso22]

Read the limited way sellers are protected from payment disputes.

If you have tracking showing delivery to the address the buyer used at checkout, you are protected.   If you don't, you aren't. 

[safereachsystems]

Thanks. 

it should arrive before I have to reply to the dispute, tho it wasn’t a tracked service so hopefully the standard service is updated on eBay when it is delivered.