buyer opened a charged back dispute

louby-lou-lou

I'm a bit annoyed a buyer has opened a charged back dispute 2 months after i have sent and they have recieved the item. They are saying that they didn't authorise payment for the item and now want their money back. They haven't contacted me before opening the dispute and left me very good feedback at the time as i did them. But now 2 months down the line have changed their mind. I don't have proof of posting from that long ago so i have sent a screen shot of the item desciption and the feedback left to paypal. I don't understand why they are saying they don't want to pay for the item when they received the item and was happy. No contact has been made for the return of said item. I hope i get my money back as paypal have deducted it from my account.

Hodgehappy

OMG thats not on....hope you get it sorted soon, surely having feedback evidence and no proof of communications since 2 mths will help your case? They surely will need to show proof of a special delivery postage too with tracking no surely as thats what paypal say you need to provide when posting something back to somebody.

custardy

unfortunatly without proof of delivery you will struggle here
nb: you should keep any proofs for at least the window of PP chargebacks
also is this a PP dispute or through their card issuer?
if i were you i would pull up the buyers phone number and give them a call

DaisyChain_2

Your buyer would be out of the timeframe to initiate an item not received dispute. I would say either he is claiming for his card being used without his permission or he used a stolen card to buy your item and the 'real' owner is now having the payments reversed. Was it for a large amount?

kevinyork

Has the buyer actually stated anything in the Paypal dispute or can you just see the headline Paypal message - usually something about unauthorised funds.

If its the latter, it could be that the buyer may either have forgot what the charge on his credit card/bank statement relates to and has queried this with his card issuer/bank or he may have lost his cards, put a stop on them and the bank has then put a stop on charges on his card from a certain date. In either of these cases try contacting your buyer. This has happened a few times to me and usually the buyers have been extremely reasonable and has re-paid.

If he has actually entered info into the dispute saying he didnt authourise this purchase then you could try defending it by entering information re feedback being left or emails received confirming receipt however Paypal usually look for one thing...proof of delivery. Without that they almost certainly will find in his favour.

If ultimately the funds are taken back from you and he does not re-pay then you are only left with Civil Action through the County Court to recover your money.

soolin

Unfortunately without a proof of posting you are stuck here. A claim for fraudulent use of a card, which this sound like, can be defended in many instances with proof of postage.

However, like the others have said always approach your buyer first as thi smight be an error. Call up their contact details, give them a call be polite and apologetic keep saying you are sure it is a paypal problem...but.... Then give them evry opportunity to put this right and only if all that fails tell them that you will be taking this matter to small claims.

I won a claim recently against me, but it took a lot of hard work so be presistent and make sure you upload everything to paypal. Also, is there any chance at all you might still have the proof of posting, is it worth another look?

For future reference for private sellers proof of posting should be kept for 6 months minimum, for business sellers a few years in case you are audited by HMRC.

louby-lou-lou

I'm a bit new to all this and don't sell much on ebay so was a little shocked to recieve the dispute. it says he didn't Unauthorise the payment. He def got the item though this is his feedback to me

Superfast delivery - quality item - top ebayer - 5***** - use them!!!!!!!!!!

maybe he has just forgot he bought it or maybe his partner bought it on his card or something. It's strange as all personal details name, ebay id, email and home address all match both his ebay account and paypal account so why can't he just see on his feedback that he did buy it. Why didn't he contact me before now. It seems so unfair that i am having to go through so much trouble to proof the transcation when he could have contacted me first about it. Why dispute something he received?. If he didn't Unauthorise the payment but received the goods where did he think the item came from the gift fairy? I always include an invoice with my items. sorry rant over.

frivolous_fay

kitiaracat wrote: »

It's strange as all personal details name, ebay id, email and home address all match both his ebay account and paypal account so why can't he just see on his feedback that he did buy it.

Definitely best to drop them a line. It may even be an honest mistake.

louby-lou-lou

I can't find a phone number to ring them
the dispute now says The buyer claims s/he did not make this purchase and
There are no additional steps required of you at this time. We will contact you as soon as the buyer's credit card company responds to us.

So do i email them or not? i don't want to make it worse.
I have sent screen shots of all correspondence between us to paypal and will have my fingers crossed it is enough proof they did purchase said item. It says it can take up to 75 days to sort out :eek:

soolin

YES phone them, use the 'get contact details' option on ebay and call them otherwise you will almost certainly lose this through being inactive.

To stand a chance with this sort of dispute you need to do a lot of work, you need to be persistent and use every avenue open to you including tracking the buyer down, calling them, writing to them.

I spent ages on my buyer, you would not believe the (legal) lengths I went to to persuade them to call off the dispute once they confirmed it was a mistake. Even then I had to make a formal complaint against paypal (although I technically won the dispute as I could prove postage to a confirmed paypal address) and I even got the £7 back that paypal charge for these disputes.

always_amazed

That's dreadful; I have no knowledge of what to do but I hope you get it sorted! Was just wondering out of interest how long the 'window for PP disputes' that custardy mentions is?