Buyer filed payment dispute?

moonpenny

Sold item yesterday and posted yesterday.  Large letter posted 2nd class RM.
Posted to the address ebay gave and also checked same address with my email. All correct.  Entered Dispatched on ebay but no tracking as large letter.

Just had message from ebay that buyer has filed payment dispute for a payment charge with their bank. Strange thing is the item cost £13.99 with postage free and they are requesting £7.98 back as they didn't recognise transaction.  I don't understand why £7.98.

I have receipt from Post Office but no tracking.  Where do I go from here and what will ebay want?

the_lunatic_is_in_my_head

eBay will want tracking (proof of posting is not stated as being accepted for eBay payment disputes), if the transaction and disputed amount differ it would be worth speaking to eBay as that does sound odd.

Just to check the messages you received have actually come from eBay and also appeared in your My Messages?  

moonpenny

Yes they are in My messages too.
How do I speak to ebay?

the_lunatic_is_in_my_head

There should be a Help & Contact link at the top of most pages when viewing on desktop or on the App there is a help tab in the list of buying, selling, etc. 

For me it offers a call back call but the options might vary, chat or phone call is best.  

soolin

I’m assuming this is a claim for fraudulent use not an INR so proof of delivery won’t help as buyer is disputing they even made the purchase.

I thought eBay were following the old PayPal requirements for bank claims ? All that needed to defend was proof of posting which OP has.

if you go through all the t and cs for seller protection they talk about eBay disputing claims with banks, and mention potentially paying the refund themselves.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=4&query=Handling%20payment%20disputes%20&intent=Buyer%20chargeback&context=9014_BUYER&lucenceai=lucenceai&docId=HELP1468

the T and Cs do seem to say different things in different places though so personally I would phone eBay and ask to invoke your seller protection as you sent the item within your stated despatch time to the address given by eBay as safe and cannot be held responsible if eBay have passed on incorrect information. I would not let this rest, managed payments are supposed to give as much protection if not more than PayPal, and a seller using PayPal in this situation would be fully covered. 

soolin

Also, as for the difference in amounts that might be because buyer had a PayPal balance, so paid some by PayPal balance and some via the bank account (via PayPal). I bought something Monday for £57, had a small balance of £17.50 in PayPal so only £39.50 showed in my bank account- and if I fraudulent claimed not to recognise transaction my bank would only claim back £39.50. 

moonpenny

Thanks soolin

I have just spent 20 mins on phone to CS (after waiting 20) and got passed to another CS.
Didn't really get anywhere - outcome was to send a message to buyer as she may have made a mistake in purchasing and wait for the response!
I have done so but feel I have got nowhere.

It's not about the money as it is a small amount but ebay said the " buyer is requesting £7.98 back as they did not recognize the transaction" So they recognized the rest of the transaction?

Item only sold Monday night and was posted Tuesday so wont arrive for a day or two at earliest.

I suppose I will just have to wait and see if I get a response.

soolin

I’d try eBay again tomorrow, push the seller protection angle and point out that you followed their instructions entirely and you can’t possibly be responsible for checking bank details of buyers- and that is what managed payments should be doing. 

the_lunatic_is_in_my_head

soolin said:

I’m assuming this is a claim for fraudulent use not an INR so proof of delivery won’t help as buyer is disputing they even made the purchase.

I thought eBay were following the old PayPal requirements for bank claims ? All that needed to defend was proof of posting which OP has.

if you go through all the t and cs for seller protection they talk about eBay disputing claims with banks, and mention potentially paying the refund themselves.

https://www.ebay.co.uk/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=4&query=Handling%20payment%20disputes%20&intent=Buyer%20chargeback&context=9014_BUYER&lucenceai=lucenceai&docId=HELP1468

the T and Cs do seem to say different things in different places though so personally I would phone eBay and ask to invoke your seller protection as you sent the item within your stated despatch time to the address given by eBay as safe and cannot be held responsible if eBay have passed on incorrect information. I would not let this rest, managed payments are supposed to give as much protection if not more than PayPal, and a seller using PayPal in this situation would be fully covered. 

For a physical item that's been posted, except for vehicles, eBay "recommends" 

Tracking information showing the order was delivered successfully to the postal address that matches the address on the order details page. Signature confirmation when an order total is greater than or equal to £450

If you have this eBay will cover you under seller protection.

You may well be correct about the Paypal balance idea splitting the payment, worth a chat to the buyer, sometimes there are genuine reasons where this happens either by mistake (i.e the buyer genuinely doesn't recognise the transaction) or by the bank recalling too many transactions after a card is reported as being used fraudulently. 

moonpenny

Spoke to ebay again this morning and was told to send tracking again so explained again that 2nd class RM large letter doesn't have tracking.
After persevering  with the point that it wasn't  about whether the item has got there or not but the buyer was disputing recognizing the transaction and wanting part of the payment back???

I made the point that surely I am not responsible for checking the buyers bank details and that was the responsibility  of ebay on "managed payments".
Anyway, the upshot was that I don't  have to do anything and they would sort it at their end but so far have had no notification from them.

soolin

moonpenny said:

Spoke to ebay again this morning and was told to send tracking again so explained again that 2nd class RM large letter doesn't have tracking.
After persevering  with the point that it wasn't  about whether the item has got there or not but the buyer was disputing recognizing the transaction and wanting part of the payment back???

I made the point that surely I am not responsible for checking the buyers bank details and that was the responsibility  of ebay on "managed payments".
Anyway, the upshot was that I don't  have to do anything and they would sort it at their end but so far have had no notification from them.

Give them a day and phone again if nothing has happened.