Case goes in favour of buyer : item sold and delivered successfully

WLM21

I sold an item a couple of months ago, which was paid for and delivered.

A few weeks later the buyer opened a case with 'transaction unknown' as the reason.

I replied giving screenshots of the original ebay message, stating payment had been received, which was my cue to post the item off. I uploaded another screenshot from the courier stating the item had been delivered, as well as uploading the tracking number.

Now I have heard the case has been closed in favour of the buyer and I must pay the money back  .. or at least it will be taken from my account.

So I have no item, the sales money plus postage will be taken away but I have proof that it was delivered.

Seems strange to me .. and unfair too

LinLui

You may have proof that the courier says the item was "delivered". But what proof has the courier provided that it was delivered to the address / person? As a buyer, I have recently had "delivery proof" that has shown:

• item on doorstep in full view of the street leaning against sign that says "Do not leave parcels on the step"
• Item being handed to "me" in my garden, when I was in a room 9 miles away with 30+ people at the time - and don't have a garden.
• Item being handed to me on the street - actually handed to random stranger who was visiting their mother living 9 doors up and on the opposite side.
• Item dumped in front buffer area in full view of the street - items was controlled drugs with delivery instruction to deliover in person and obtain a signature.

The state of deliveries now (and I am including Royal Mail) is appalling and the general rule appears to be to dump deliveries wherever and however. Buyers have no control over this. Your remedy lies with putting the delivery compoany to proof that they actually did deliver it - they are the ones you contracted with and who owe you money if they haven't complied with the contract. 

soolin

It used to be that to defend a bank chargeback all the seller had to do was supply the proof of posting to thee address given. Since managed payments this has become less clear and the last few I've seen have needed the seller to be on the phone several times to ebay pointing out they have seller protection and uploading POP showing an address,

This is the relevant bit from the current ebay help pages:

Handling payment disputes | eBay

Buyer doesn’t recognise the transaction or Buyer didn't receive the item

• 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

It is also worth noting that where a seller has posted to the correct address and has proof of delivery then small claims against the buyer can be used. For this though always check the address on Google maps first to make sure it looks residential, and not a drop off point where a person might not be traceable.

saajan_12

Are you sure it was a question on the delivery? Could it be a hacked account / stolen card used? 

soolin

saajan_12 said:

Are you sure it was a question on the delivery? Could it be a hacked account / stolen card used? 

I assumed it was a case where buyer had claimed a chargeback due to not recognising the transaction , hence my post above. ‘ Buyer doesn’t recognise the transaction’

DullGreyGuy

WLM21 said:

I sold an item a couple of months ago, which was paid for and delivered.

A few weeks later the buyer opened a case with 'transaction unknown' as the reason.

I replied giving screenshots of the original ebay message, stating payment had been received, which was my cue to post the item off. I uploaded another screenshot from the courier stating the item had been delivered, as well as uploading the tracking number.

Now I have heard the case has been closed in favour of the buyer and I must pay the money back  .. or at least it will be taken from my account.

So I have no item, the sales money plus postage will be taken away but I have proof that it was delivered.

Seems strange to me .. and unfair too

Many businesses would empathise with you.

Ultimately eBay are just applying their T&Cs but they are not a court of law and so dont have the last say. If you feel its wrong and have sufficient details of the buyer you could use the small track of the court system to recover the monies but clearly the buyer must have provided some evidence to eBay that they didnt receive it and so you may be losing further monies if they successfully defend it. 

soolin

DullGreyGuy said:

WLM21 said:

I sold an item a couple of months ago, which was paid for and delivered.

A few weeks later the buyer opened a case with 'transaction unknown' as the reason.

I replied giving screenshots of the original ebay message, stating payment had been received, which was my cue to post the item off. I uploaded another screenshot from the courier stating the item had been delivered, as well as uploading the tracking number.

Now I have heard the case has been closed in favour of the buyer and I must pay the money back  .. or at least it will be taken from my account.

So I have no item, the sales money plus postage will be taken away but I have proof that it was delivered.

Seems strange to me .. and unfair too

Many businesses would empathise with you.

Ultimately eBay are just applying their T&Cs but they are not a court of law and so dont have the last say. If you feel its wrong and have sufficient details of the buyer you could use the small track of the court system to recover the monies but clearly the buyer must have provided some evidence to eBay that they didnt receive it and so you may be losing further monies if they successfully defend it. 

The buyer though doesn’t seem to be denying receipt, only doing a chargeback on the basis the transaction wasn’t recognised.

from the Op

“A few weeks later the buyer opened a case with 'transaction unknown' as the reason.”

DullGreyGuy

soolin said:

DullGreyGuy said:

WLM21 said:

I sold an item a couple of months ago, which was paid for and delivered.

A few weeks later the buyer opened a case with 'transaction unknown' as the reason.

I replied giving screenshots of the original ebay message, stating payment had been received, which was my cue to post the item off. I uploaded another screenshot from the courier stating the item had been delivered, as well as uploading the tracking number.

Now I have heard the case has been closed in favour of the buyer and I must pay the money back  .. or at least it will be taken from my account.

So I have no item, the sales money plus postage will be taken away but I have proof that it was delivered.

Seems strange to me .. and unfair too

Many businesses would empathise with you.

Ultimately eBay are just applying their T&Cs but they are not a court of law and so dont have the last say. If you feel its wrong and have sufficient details of the buyer you could use the small track of the court system to recover the monies but clearly the buyer must have provided some evidence to eBay that they didnt receive it and so you may be losing further monies if they successfully defend it. 

The buyer though doesn’t seem to be denying receipt, only doing a chargeback on the basis the transaction wasn’t recognised.

from the Op

“A few weeks later the buyer opened a case with 'transaction unknown' as the reason.”

We are unaware of the detail thats gone between the parties and potentially not all of it has been shared with the OP. I know when my email was compromised and they used that to reset my eBay password and then in turn used it to buy some digital content with stored payment details the bank did it as a "transaction unknown" chargeback. 

Could be the buyer forgot, could be the buyers account has been compromised or a range of other things... Barclays were very fuzzy on the chargeback classes on another issue I had (unrelated to eBay) and I had to send them to their own website to prove the category I needed in that incident existed. 

Spoonie_Turtle

DullGreyGuy said:

soolin said:

DullGreyGuy said:

WLM21 said:

I sold an item a couple of months ago, which was paid for and delivered.

A few weeks later the buyer opened a case with 'transaction unknown' as the reason.

I replied giving screenshots of the original ebay message, stating payment had been received, which was my cue to post the item off. I uploaded another screenshot from the courier stating the item had been delivered, as well as uploading the tracking number.

Now I have heard the case has been closed in favour of the buyer and I must pay the money back  .. or at least it will be taken from my account.

So I have no item, the sales money plus postage will be taken away but I have proof that it was delivered.

Seems strange to me .. and unfair too

Many businesses would empathise with you.

Ultimately eBay are just applying their T&Cs but they are not a court of law and so dont have the last say. If you feel its wrong and have sufficient details of the buyer you could use the small track of the court system to recover the monies but clearly the buyer must have provided some evidence to eBay that they didnt receive it and so you may be losing further monies if they successfully defend it. 

The buyer though doesn’t seem to be denying receipt, only doing a chargeback on the basis the transaction wasn’t recognised.

from the Op

“A few weeks later the buyer opened a case with 'transaction unknown' as the reason.”

We are unaware of the detail thats gone between the parties and potentially not all of it has been shared with the OP. I know when my email was compromised and they used that to reset my eBay password and then in turn used it to buy some digital content with stored payment details the bank did it as a "transaction unknown" chargeback. 

Could be the buyer forgot, could be the buyers account has been compromised or a range of other things... Barclays were very fuzzy on the chargeback classes on another issue I had (unrelated to eBay) and I had to send them to their own website to prove the category I needed in that incident existed. 

The detail on the buyer's end is irrelevant, eBay are supposed to protect sellers against chargebacks, you just need proof of delivery to the address on the order as soolin posted above.

olliemay

So many scams and ebay do not care

I had a buyer purchased multiple items, thought this a bit odd as they'd also bought same from other sellers. Contacted ebay who assured me they had my back, wait 1 day to check payment cleared and post.

Courier delivered parcel and photo showed door open with person and multiple (maybe 10) parcels including mine.

They waited until just before complaint time ran out and opened case saying transaction unknown. It took weeks of my money being held, then they refunded it all.

Shocking that there is never any case to return the goods before they are given their money.