Buyer filed a dispute / chargeback with their bank as they don't recognise the transaction
I received an email informing me of this dispute today, 18 December. This is the first time I've experienced this in 5 years, and I'm aware that I am eligible for seller protection, however the buyer's purchase transaction took place on 14 September, so just over 3 months ago. And I cannot view the sale details for items sold over 90 days ago to gather the proof I need of tracked delivery confirmation, etc.
How do I respond and prove this was a proper sale / purchase if I can't access the transaction details? Is that why the buyer has taken this long to file the dispute? Why did they not notice it months ago if they didn't recognise the transaction? Why not check their ebay account to see what they had purchased?
Help!
34 comments
kitty-kat-kollection
OP2 years agoI just chatted with ebay live chat, and he gave me the tracking number (which yes, has expired), and he also gave me a link that let me see a kind of archived / saved record of the transaction, confirming it was delivered on 21 September. Goodo.
*sons_n_daughters*
·2 years agoYou've been around long enough to know how things work. You buy an ebay label, shove your used clothing into a satchel and then chuck it in a red box? WHY would you do that? You're going to the PO to post in the red box. Why not do the 2.5 minutes inside and get the item scanned? Then you're covered. As you've been around long enough to know the drill, I have no sympathy. Refund the buyer and be done with it.
kitty-kat-kollection
OP2 years agoFirstly, I don't go anywhere near the post office as the Aus Post boxes near me are in various other directions, and a lot closer (I don't drive). I also plan ahead and post parcels in boxes that are somewhere further away (such as a shopping centre or a street in a different suburb) if I know I'm going to be there anyway.
Even if I had posted this parcel in a post office and had it scanned over the counter and given a receipt, I still most likely would not have kept the receipt for over 3 months (which would be my fault, yes). And the tracking details would still be inactive now as they expire after 60 days.
Lastly, I do not need to refund the buyer as ebay provided me with the proof that the item was delivered, I responded to the dispute, challenging it, and already received confirmation that no funds will be deducted.
twyngwyn
·2 years agoGood outcome!
kitty-kat-kollection
OP2 years agoThank you! I am pleased, and now I know what to do if this happens again! 🙏
*sons_n_daughters*
·2 years agoEbay may have said no funds will be deducted, but what did the buyer's bank say? Bank chargebacks are out of ebay's hands. If the bank says the chargeback is warranted, ebay is forced to take the money.
As for receipts, I keep them for 6 months. While you may not be able to access the tracking after X amount of time, AP certainly can.
kitty-kat-kollection
OP2 years agoIf the tracking expires and the number becomes obsolete, would Aus Post be able to see the full record showing delivery? When I tracked this parcel on their website, it just came up with no updates / item has not been scanned yet, as if it never existed.
In terms of the buyer's bank, that is not my concern. Ebay Seller Protection is what allows the bank to recoup the funds from ebay, but results in ebay not passing on that debit to me.
*sons_n_daughters*
·2 years agoPlenty of people have had to repay the money when they lose a chargeback, probably more so if the tracking doesn't show as delivered. Seller protection comes in when the item is marked as delivered. If the item is showing as not scanned, the money will come from you. Are you sure you uploaded the correct tracking number? Do you have a lodgement receipt?
You would have to go to your PO with the tracking number to get them to check it. They can see lots more than what we can.
sugar249
·2 years agodanieh_6
·2 years agoAre you funds on hold btw? or nah does it say its covered?
danieh_6
·2 years agoGlad to hear
danieh_6
·2 years agoHave you tried contacted customer service asking them what the tracking number is?, checking all our old orders past 90 days still have their tracking uploaded Also tracking expires after 60 days so yeah..
kitty-kat-kollection
OP2 years agoOh! I didn't realise tracking expired after 60 days. Does that mean the record of it saying delivered won't be there anymore?
I will chat with an ebay rep and see if they can see the transaction at their end. Thank you!
curraone
·2 years agoJust focusing on this part of your post: And I cannot view the sale details for items sold over 90 days ago to gather the proof I need of tracked delivery confirmation, etc.
These days you can see your orders much older than that - in Orders - All Orders - Manage Your Orders, change the next drop down from 90 days to "this year". If you downloaded your tracking numbers it will still be visible.
twyngwyn
·2 years agohave you received feedback for the item?
kitty-kat-kollection
OP2 years agoNo, they never left any feedback if I recall correctly. Although I can't see feedback older than 90 days to check at this point.
sugar249
·2 years agoI always keep all the emails relating to sales, that way there is a record of anything, I know it wont help you now. Also by using Mypost, besides the cheaper rates, again we have a record.
As to them not noticing, this could be legit, some of my accounts I check daily, but I have one which I only check when the statement comes in which is 6 monthly, so it is possible, we don't all sit on our bank accounts checking.
kitty-kat-kollection
OP2 years agoVery true. Thank you!
etb321
·2 years agoI'm a survivor of an unrecognized transaction dispute.
Some points.
You must upload a response. The seller protection will only kick in (immediatey) after the upload. Somewhat later a proportion of the postage cost will be credited to to your account. If the dispute is resolved in the buyers favour (almost a cetainty) your feedback score will be decreased by one.
Ebay don't read the dispute material and are not involved in making the outcome decision. Your response is forwarded unread to the buyers bank who make the decision.
Allow plenty of time to respond. I found having to change documents to various uploadable formats and fit within upload size limits quite time consuming.
In my case I incuded emails from the buyer saying he had made a mistake and now recognized the transaction as valid but the bank still found in the buyer's favour.
My conclusion: The outcome of the dispute is going to found in favour of the buyer so don't be too concerned that you can't provide some of the data. To get the buyer protection you must upload a response before the deadline. Don't take it too seriously.
Tom
kitty-kat-kollection
OP2 years agoOh wow! Ok. Thank you so much for this detailed and helpful post. 🙏
Because the sale was so long ago, I can't access any record of it. I remember it was an easy transaction. No messages needed. Ugh.
Thanks again!
danieh_6
·2 years agoDo you have a record in auspost or was this like a satchel or something
kitty-kat-kollection
OP2 years agoI just used one of the prepaid satchels. I always buy them in packs of 10 and post them in a box nearby.
davewil1964
·2 years agoBuying prepaid satchels is not necessarily the best option.
Posting in a nearby box is not necessarily the best option.
However, if you bothered to keep a record of the satchel number you can upload that to the dispute. Assuming it shows as delivered.
If not, you are screwed. Maybe take your selling seriously.
domino-710
·2 years agoWhy not :
imastawka
·2 years agoDom, over the counter, with a receipt issued, is the best method.
Posting in a nearby red box, they may never be scanned, until delivered, or sometimes not even then.
kitty-kat-kollection
OP2 years agoThis is true, but I've never had a problem in 5 years. I only go into the post office to lodge over the counter if I need insurance because the item is worth over $100. Otherwise, the very few times there's been a delay or an issue with Australia Post deliveries, I've sorted it out with them direct and updated / accommodated the buyer accordingly.
sugar249
·2 years agoYou are playing with fire here, and have being very lucky. you should get that initial lodgement scan to prove that you actually did hand it over. Items can (and have) sailed thru the system never being scanned.
kitty-kat-kollection
OP2 years agoThank you!
I've been using prepaid satchels for the 5 years I've been selling. I don't have a printer and never use a computer so I don't use the ebay labels. I do keep records of my "sender to keep" stickers, though usually if there's a problem, it will occur within 3 months, so I can access the transaction.
sugar249
·2 years agoJust in case you do get a printer, or anyone else reading this. Don't use the Ebay labels, signup for mypost decent savings on parcel post. I think I am saving around 15% if you average out across the zones. Could be more, as I am getting 30% on zone 1,
davewil1964
·2 years agoWhy not?
Because with any sort of volume AP MyPost Business is cheaper.
As you well know.