topic Re: Appropriate response to payment dispute. in Selling

Appropriate response to payment dispute.

shoaltech — Thu, 29 Aug 2024 23:27:01 GMT

A buyer wanted to return an item. I told them that was fine and provided the address. The buyer said he sent it back. After some time he asked about the refund and I asked if I could have the tracking. He provided tracking showing a delivery to the correct suburb. The tracking said no signature required and that it was left at the premises. The time of the delivery on the tracking was well inside my usual business hours when I would never be unavailable for deliveries.

I contacted Ebay asking what to do. They said since there was no actual return started that I didn't need to do anything.

He has now started a dispute with his payment institution. The reason being 'The item doesn't match the description in your listing', however in the comments he states that he has sent the item back. FYI, it's an expensive item, approx $1500.

I'm wondering if the best course of action is to address that the item was not as described, or that I never actually received it. Or both? Any advice is welcome.

Re: Appropriate response to payment dispute.

gutterpunkz05 — Fri, 30 Aug 2024 01:02:32 GMT

Always use the proper ebay return process.

All I can suggest is to get onto AP, verify weight and measurements of the return shipment. Also try to obtain the address of safe drop and they should also be able to provide a photo of the delivered item in situ.

Best of luck

Re: Appropriate response to payment dispute.

countessalmirena — Fri, 30 Aug 2024 01:39:10 GMT

You’re protected, OP, as the buyer did not send with signature required.

https://www.ebay.com.au/help/policies/member-behaviour-policies/signature-confirmation-policy?id=5154

Re: Appropriate response to payment dispute.

shoaltech — Fri, 30 Aug 2024 01:55:06 GMT

countessalmirena, I completely agree with you there. HOWEVER, the last time a buyer lodged a dispute with their payment institution, even though I should have been 100% covered under seller protection, Ebay said that in these situations, because the dispute is with the payment institution and not Ebay itself, they are not able to do anything. I argued with them until I was blue in the face, constantly pointing them to their own page with the seller protection policy. And each time I was given the usual copy and paste response. And I lost the money.

Re: Appropriate response to payment dispute.

etb321 — Fri, 30 Aug 2024 07:52:37 GMT

My thinking? Your about to be scammed out of the item and the money.

Re: Appropriate response to payment dispute.

gutterpunkz05 — Fri, 30 Aug 2024 08:10:58 GMT

That is my thinking too, the old return a small item/letter to a close address scam.

Anyway, as the return is not via ebay, I doubt the MBG or any other ebay seller protections, including the need for SOD will apply,

happy to be corrected on that.

Re: Appropriate response to payment dispute.

etb321 — Fri, 30 Aug 2024 17:16:11 GMT

Ebay won't be helpful but try to find out what bank the customer is using. So that if you lose the chargeback you can bring a complaint against the bank and have the decision reviewed by the AFCA.

Re: Appropriate response to payment dispute.

the_dutchess_of_dork — Sat, 31 Aug 2024 12:00:18 GMT

You have got to be kidding!

Who in their right mind would not go through ebay for a $1,500 return and would not add Signature on Delivery? Not to mention insurance as it would be limited to $100 in the event of it going missing or being damaged. Screams scammer to me.

If it's any consolation I went through my credit card provider to obtain a refund for a cancelled concert when Ticketek failed to respond to any of my correspondence and I was still waiting after three months. The bank made me jump through all sorts of hoops and that was not for a physical item so I could easily prove payment taken from my credit card and never refunded. I'm pretty sure they're not simply going to take his word for it that he returned it. In addition, my postie often takes photos of the parcels on my doorstep even when they do not require a signature.

I would stick to the item return never received argument because I assume Australia Post have a record of the address he supposedly returned to.

Good luck!

Re: Appropriate response to payment dispute.

etb321 — Sat, 31 Aug 2024 21:50:09 GMT

I hold different views.

Firstly, you've heard I think, that 'ebay is all about the buyer', with slight modification 'banks are all about their customers'. i am of the view if the buyer walked into the bank wearing a placard 'I am an online scammer' he would stlll win the chargeback case.

Secondly I am of the view there is no love lost between the banks and ebay. An opportunity to stick the boot into ebay; however small, would not be overlooked.

Re: Appropriate response to payment dispute.

sugar249 — Sat, 31 Aug 2024 22:04:15 GMT

@etb321 wrote:

Secondly I am of the view there is no love lost between the banks and ebay. An opportunity to stick the boot into ebay; however small, would not be overlooked.

And your evidence of this. Why would the banks not like Ebay, another source of revenue!

Re: Appropriate response to payment dispute.

etb321 — Sat, 31 Aug 2024 23:11:18 GMT

I am of the view, (it's my personal opinion), your user name is misleading, I think salty249 would be more appropriate, but to answer your question.

The choice of an overseas payment provider wasn't particularly patriotic.

Re: Appropriate response to payment dispute.

springyzone — Sun, 01 Sep 2024 06:37:03 GMT

@the_dutchess_of_dork wrote:
You have got to be kidding!

Who in their right mind would not go through ebay for a $1,500 return and would not add Signature on Delivery? Not to mention insurance as it would be limited to $100 in the event of it going missing or being damaged. Screams scammer to me.

Good luck!

I thought that too and I am seriously worried for shoaltech as it sounds as if he is being scammed.

I have no idea how the buyer will get on with the bank but I really hope someone, somewhere, looks into it properly for him.

------------------------------

Shoaltech, I'd probably be inclined to go down the track of saying I did not receive it back, because that is the truth, but I am not a seller so it would be best to get other opinions about that, but good luck. That's a lot of money to have on the line.

Re: Appropriate response to payment dispute.

shoaltech — Sun, 01 Sep 2024 23:13:27 GMT

Thanks for all the replies. I am preparing my response now. I am going to address that the item provided was exactly as described. And also detail everything regarding the supposed return and the fact that I never received anything.

Re: Appropriate response to payment dispute.

shoaltech — Thu, 03 Oct 2024 07:47:38 GMT

So I just received a message from Ebay saying that the dispute was found in favour of the buyer. I now have to go through the extremely painful process of providing all the evidence to Ebay that I never received the item back. Even though Ebay's Seller Protection Policy clearly states that I should be covered in this situation, the last time this happened Ebay did not honour this despite me demonstrating that I clearly satisfied all the criteria for seller protections.

Re: Appropriate response to payment dispute.

gutterpunkz05 — Thu, 03 Oct 2024 09:01:45 GMT

Best of luck, but wasn't the return outside of ebay

Re: Appropriate response to payment dispute.

sugar249 — Thu, 03 Oct 2024 09:16:04 GMT

@gutterpunkz05 wrote:
Best of luck, but wasn't the return outside of ebay

Thats how I read it, so self imposed pain

Re: Appropriate response to payment dispute.

shoaltech — Thu, 03 Oct 2024 22:29:45 GMT

Nothing self imposed at all. I've done everything as correctly as possible. Have you ever got anything whatsoever positive to say?? These types of comments is all I ever see from you.

Re: Appropriate response to payment dispute.

pnc75 — Fri, 04 Oct 2024 02:31:13 GMT

Good luck. You are obviously dealing with a scammer. Hope it works out positively for you. Please come back and let us know how you go.

Re: Appropriate response to payment dispute.

etb321 — Fri, 04 Oct 2024 05:29:40 GMT

I'm of the view the bank employee responsible for chargeback decisions didn't bother to read your response. Just glanced at the screen to check a bank proforma filled in by their customer, had all the boxes ticked.

Re: Appropriate response to payment dispute.

domino-710 — Fri, 04 Oct 2024 06:17:27 GMT

I would first check with Aust Post - in the correct suburb - which address was the item delivered.

They have record of this - given - the tracking number.

Have you considered - Fair Trading - this is now between you and the buyer for $1500 - you have the buyer's details - and - could submit all evidence.