Appropriate response to payment dispute.

[shoaltech]

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.

[gutterpunkz05]

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

[countessalmirena]

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=515...

[shoaltech]

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.

[etb321]

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

[gutterpunkz05]

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.

[etb321]

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. 

[the_dutchess_of_dork]

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!

[etb321]

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. 

[sugar249]

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@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. 

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