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I wonder how R&J, you guys do so well in winning your chargebacks. Yet I sell a lot less and have incurred chargebacks for almost $350. last year. I’m in the process of one right now. Where they said it is an unauthorized purchase. I have a delivery confirmation. The credit card company is reviewing it now. I already know how this is going. CHARGE BACK and I’m the one who will be paying. Paypal said if they go through their credit card and the card decides in their favor, there is nothing Paypal can do. Where is the Seller Protection that they keep claiming we have? They say we have protection through eBay and Paypal. I have yet to see this work. P.S. I asked to find out the Credit Card info and Paypal instantly said you need a subpoena without skipping a beat. So you know how many times this is happening.
I have also learned to not jump through hoops for buyers. The more aggravating they are about pricing shipping, etc., the more prone to chargebacks and returns. It seems like higher end antique buyers are just speculating. If they can’t sell it, they always claim defect so they don’t have to pay return shipping.
I had one slick guy. He for sure had buyers remorse. I know in my gut, HE damaged the item to avoid paying return shipping. It was a wood piece in a solid box. There is no way it was damaged in shipping. I tried to not be negative and gave him benefit of the doubt. I did not double box it. I don’t double box many breakables. In over 20 years, I have maybe 3 things break. We had each others contact info because he was such a pain and I was catering to him. So I give him all his money back. End of story right?
A day later he contacts me. Instead of contacting me through eBay, he actually contacted me via my direct email. Saying he was charged twice for the transaction and that if I wanted to have my “feedback in good standing, I would promptly refund his money”. He pulled that one on the return. He had already left feedback. As soon as I rec’d his “I’ve been charged twice” email, I knew right then and there for sure I had been had. There is no possible way he was charged twice. I ignored his email and haven’t heard from him since.
Now every time I have a sale, more so the higher the dollar value, I have anxiety! I am also adding signature delivery for items that are over $100. On Bonanza, last month, I sold high dollar items. Which scares the hell out of me, because most people don’t have any type of history on there. I’m too broke and sick for all this drama 🙁
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You bring up so many issues here that we need to take them one by one:
–If someone buys an item off eBay and you can provide tracking that the item was delivered, there is no way to lose. You’ve done everything that eBay and Paypal asked. Period. If some rep says otherwise, ask for a supervisor.
–As far as returns in general, they happen. And maybe every now and again a buyer tries to abuse the return system. We simply try to have perspective and remember that 99%+ of transactions go smoothly. The few returns we get are just part of doing business. It’d be the same on eBay, Amazon, or at a brick & mortar store. The key is to always be professional, keep all communications within eBay messages, and don’t get into long rambling, conversations with buyers. Give buyers logical choices and let them make the decision.
–You mentioned a buyer said they didn’t receive an item. That’s easy. Look at the tracking. If it says “delivered”, then its between her and the Post office. If the tracking says it got lost, then you should have the standard $50 or $100 USPS insurance that’s on all packages.
I feel your pain though. Every return feels like lost money. Focusing on the money you are making is the way to keep your business going.
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Well I’m hoping your right on the one that says they didn’t authorize it.
On the missing, I thought as the seller, I would have to do the refund and try and get my money through the Post Office. Never having done it before, that’s what I thought.
I truly never had any issues until about 6 months ago. Making up for lost time. Been on there since 1997. Anyhow two factors. Higher priced items and clothing have seemed to change all of this for me. I am staying far away from Asian Antiquities.
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I think what Im confused about is when you say an item is “missing”. If you have tracking on the item, then you know where it is.
Karen, what does the tracking say?
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I have had a buyer tell me an item has not been delivered 3 times.
The first time, the tracking showed it was delivered but the guy told me he hadn’t received it. He seemed genuine and filed a claim at the post office. About a week later he told me they contacted him and he gave me a case number and said they would refund me but could I refund him through Paypal. It was only a $30 item so I refunded him, but when I contacted the post office (Australia Post) they told me that because the tracking showed it had been delivered, there was nothing more they could do. I don’t believe he tried to scam me over such a low value item and he seemed genuine the entire time. I didn’t feel scammed, but just chalked it up to experience.
The second time, another guy told me the same thing. After the first experience, I told him the tracking showed it was delivered, and maybe he should check to make sure nobody else in the house collected it. He messaged me back a few hours later and told me his wife had collected it the day before and forgot to tell him.
The third time, a girl bought a leather wallet and I believe she really was trying to scam me. The tracking again showed it had been delivered and she claimed she hadn’t received it and wanted a refund. I politely suggested someone else in the house may have collected it, and sent her the tracking link but she was adamant she hadn’t received it. I wouldn’t budge and she left me negative feedback. I contacted eBay and explained the situation and they sided with me after looking at the tracking info and removed the feedback she left.
So, my advice would be if the tracking says it’s been delivered, then that is all the proof you need and eBay should side with you.
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Thanks for sharing this experience. I honestly wouldn’t have this much conversation with buyers if the tracking says its delivered. Just send the tracking number and encourage them to call their Post Office. Done.
If buyer’s want to open an eBay case, they can. But they’ll lose.
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i always call when i see a chargeback claim. i submit the tracking number and then call. it’s always been found in my favor after that.
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Ryanne you were right! Paypal sided in my favor and said this qualified for “Seller Protection”.
Now two more to go. One for unauthorized charge. The other for missing item. I will update.
The funny thing is having sold on eBay since 1997, I have never had this come up. Then all of a sudden two unauthorized charges and one missing item.
With the exception of the man that waited 5 1/2 months and I didn’t have the correct tracking number. Which brings me to the next issue. How can I copy the tracking numbers off of all my sales on eBay. Recently I just hand wrote the expensive sales down. Really I need all of them. I guess if I have to, I will have to copy the tracking number of all sales by hand. Any suggestions on how to get a print out of all tracking numbers? Maybe on my Paypal account?
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good job. i need to call paypal today too. as far as tracking numbers, ebay emails you after you print a label, so all your numbers should be archived in your email, unless you delete them.
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