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Hi all,
A few days ago I accepted an offer for a jacket, When the sale processed, I noted the buyer chose the cheaper shipping option and I shipped it right away.
About two days later I received a payment dispute. I’m guessing it’s some kind of a chargeback from the credit card. The package is still in route and not late in any way.
Reason: The buyer did not recognize the transaction
I can challenge the dispute, but I’m wondering if it’s really worth the effort, as I’m seeing a $20 fee if I lose the challenge. (seems like adding insult to injury). It appears Ebay (who has complete control of the payments) is taking a hands off approach and having me handle this dispute with the payment provider.
I’m not seeing any way of having a telephone conversation with Ebay. Evidently they may have eliminated that option.
I sent a message to the buyer for clarification and possible assistance, but have not heard back. I have had no communications with the buyer before this.
As I see it, I have a couple of choices.
1. Challenge the dispute and risk a $20 penalty.
2. Elect to not challenge the dispute and eat the cost.
If there is a third option, Id love to hear it.
Thanks
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The cost of the jacket was minimal, probably a few dollars. Selling price was $32 plus shipping.
I’m seeing that if I challenge the dispute and lose I can be charged a $20 fee.
” If you are found responsible for a disputed amount as per eBay policies (e.g., chargeback), we charge a $20.00 dispute fee, excluding sales tax, for each dispute.”
The dispute is decided by the buyers payment processor. It all seems a bit one sided.
Obviously, I’ve done nothing wrong but I don’t see how I can win, when a buyer says he doesn’t recognize the charge and there is another $20 at risk.
Thanks
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That fee is news to me. I just recently had a dispute that went in my favor. It was for a $450 dollar item, but eBay handled it and I didn’t have to get involved. They notified me when the dispute was filed and then notified me again when it was resolved. My understanding is that we are protected in these situations as long as we fulfill a property placed order in good faith. Wonder what is different about your order?
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I believe the fee may actually be generated from the payment provider (credit card company). I just spoke to Ebay and they informed me that we can appeal the fee if we lose the case. Initially I was researching the dispute process when I came upon the fee. It took a bit of digging.
My sale was very generic and the item shipped right away.
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Ok.. it appears I may have jumped the gun.
The Ebay contact chat app connected me with customer service via phone.
They seem to be in agreement with me and I’m going to challenge the dispute and forward the listing information as well as the tracking.
They also said that if I lose the dispute we can appeal the $20 fee.
When it’s all said and done I’ll post the results.
Thanks for responding Jay..
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Good luck Joe. It does suck that Ebay took away the call me function. I had a chargeback a little while ago and it was puzzling because the buyer had left really good feedback too. I messaged her and she said the description of the charge from Ebay looked like a subscription fee that she worried would reoccur. Later on, it got resolved in my favor without me doing anything. Hopefully it’s just something like that. If Ebay is no longer handling things for us that would be disappointing. More fees for less service is no bueno.
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I really felt much better after speaking with the agent, especially since I hadn’t dealt with this problem before. I may end up losing the dispute. but al least I understand the process a little better.
The Ebay agent said the buyer’s account was in good standing so maybe it is just a misunderstanding. The item was sold on a best offer and they chose the cheap shipping, so it really makes no sense to me that there would be a dispute.
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I’ve had this happen a few times and have always challenged the dispute. People can open up payment disputes for all types of reasons, but “didn’t recognize the transaction” is the most easily provable on your and eBay’s end. If eBay punished you for that it would be totally wack given you have no control over the payment process.
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Got the good news today from Ebay,
“Hi Joseph,
We’re letting you know that this dispute is eligible for eBay Seller Protection. You’re not responsible for the dispute amount and the dispute fee. We’ll close the dispute once we receive the final outcome from the buyer’s payment institution. Right now there’s nothing you need to do. Thanks for taking care of this dispute and for being a part of the eBay community.”
Looks like the problem has been solved…. Thanks everyone.
Joe
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It looks like this deal isn’t over yet, even though Ebay is giving me seller protection.
The buyer sent me a message. He stated he received the item, even though he still denies ordering it. He is willing to keep the item if I refund him $20. otherwise he wants to know how to return it.
I have 30 day return policy with buyer paying return shipping.
Original price was $60. I agreed to $32 offer.
I really don’t want to even respond to him, but thought I would ask here,
Thanks for your wisdom.
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The silent method. If he wants to return, there’s a clear way to do it on eBay without a conversation/debate/haggle. Again, you’ve done your part every step of the way.
Why would someone want to keep an item they didn’t order.
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Yes I tend to agree with you. None of it feels right.
My guess is that someone with access to his account (maybe a family member), sent me the lowball offer. Maybe they didn’t expect me to accept it or maybe they didn’t realize it was binding. Once I accepted it the payment was automatic.
Either way they bought the jacket.
I agree with you guys and see no benefit to responding to this guy.
Thanks
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