Home › Forums › Customer Issues › How to respond to dispute
- This topic has 6 replies, 4 voices, and was last updated 3 years ago by Sharyn.
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11/02/2021 at 9:50 pm #93737
A buyer opened a dispute with their credit card company with the explanation “amount is incorrect”. I recall this buyer because they wanted me to go much lower than I wanted, but I finally agreed to $18. And, that is what they paid plus tax and shipping.
I click on “Challenge dispute and provide proof of delivery”. On the next screen, the tracking number is in there. I can either update the tracking information (no reason to do that), or I can press submit. No chance to show proof of the amount is correct such as a screenshot showing our negotiations. There is also the message that once you press submit, you cannot change anything.
eBay knows that the customer pressed the buy button and paid the amount that was there. However, this dispute was made with their credit card company, and I’m not sure that eBay will forward the correct information along.
Not sure what to do here. This is my first time dealing with a dispute under managed payments. I do not have time to call customer service until Thursday. Has anyone has this sort of experience?
I have the general feeling that the buyer is just hoping that I don’t do anything, and they get their money back.
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11/02/2021 at 10:16 pm #93740
Yeah, this is a weird catch-22. According to eBay, the sale is final. But eBay will say now the credit card company is in charge of this dispute. We’ve lost several of these disputes over the years. The Credit Card companies gave us little ability to challenge the facts. All we do is say “if buyer is unhappy, return item for full refund”.
Good news is threefold:
–If this sale was $18, it’s not a big loss.
–In the 20,000 sales we’ve made over 13 years, I think this has happened twice to us.
–My hypothesis is that a cc dispute is a nuclear option for a buyer. If a buyer disputes lots of transactions, I would hope the credit card company would suspect a problem on the buyer’s end. -
11/03/2021 at 10:50 am #93747
I had a chargeback recently because the buyer said item didn’t work. Correct, it did not work…because I put it in the title, the condition, and the description that it did not work and was meant as decoration only or for repair.
It was very irritating that ebay did not allow me to write a response and only let me upload a photo. I ended up screen capping my description and uploading that. Much to my surprise, I actually won the dispute! I assume ebay just ended up eating the cost, but there is now hope that we can win cc disputes now.
So what I would do if I were you is go to the transaction details page for the order, screen cap, and upload as your evidence. The amount paid is between ebay and the customer once the order is made. This ain’t on you.
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11/03/2021 at 9:01 pm #93763
The issue I have is not seeing a way to upload any supporting information. It doesn’t give me that option.
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11/03/2021 at 11:40 am #93750
All you can do is submit the info they ask for and wait. Like Jay said, this has only happened a couple times to us, the most recent one through ebay managed payments, we won. So hold tight and just wait it out.
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11/03/2021 at 9:09 pm #93764
Right before I posted here, I had submitted a question to eBay for Business on Facebook. I did get a response today, and the service rep told me that this was something where I need to contact a specific team.
After following the directions they gave me below, and looking through the help area, I find that the help process is different. You have to work through the chat in order to get in line for a call back. Interesting. I have no idea if this is good or bad. I’ll work this out tomorrow and comment here when I have more information.
They do have a help phone line, but it is only for when you need to report fraud in your account.
Good afternoon, Sharyn. I can understand your concern with that dispute. Anytime a buyer opens a dispute outside eBay, it is then up to their financial institution to decide the case. Our payments team handles these disputes and can assist you with it but they can only be reached over the phone. You can contact them by going to the contact us at the very bottom of this page: <span role=”gridcell”>https://ebay.to/3aRrdzd</span>. You’d then want to select a reason for contact and chat with the automated assistant. Within the chat, scroll down to click see more – you’ll then have a live agent option.
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11/04/2021 at 8:26 pm #93772
I did the call back thing this morning. I was told that all I needed for seller protection was to confirm that the tracking number was correct. So, I pressed submit, and now I wait.
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