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.

[shoaltech]

etb321, Yes possibly. I don't know enough about that whole scene to know how it works but quite possibly you're right.

domino-710 I requested from Australia Post a confirmation of the delivered item. They provided a document showing the item was delivered to an address different from mine. I then contacted Ebay and the agent took all the details. I'm a bit concerned because since that call I have heard nothing, he said they would be in contact with me requesting information. He did say it could be 24 hours though so I will wait.

[gutterpunkz05]

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@shoaltech wrote:

etb321, Yes possibly. I don't know enough about that whole scene to know how it works but quite possibly you're right.

domino-710 I requested from Australia Post a confirmation of the delivered item. They provided a document showing the item was delivered to an address different from mine. I then contacted Ebay and the agent took all the details. I'm a bit concerned because since that call I have heard nothing, he said they would be in contact with me requesting information. He did say it could be 24 hours though so I will wait.

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For one the payment dispute was between the buyers  bank and ebay,  You only get to furnish info you wish to be considered to ebay and ebay then issues a defence to the claim.

The bank is hardly likely to just tick a box, there are processes to be followed and they would need to be able to legally substantiate their decision and the reasons for making it.

There decision would also be open to audit processes and possible challenges.

Note: as it appears the return was not via ebay, ebay would only be able to state that they have no record of any return process being innitiated.

[domino-710]

Read again ........................

[etb321]

I disagree. Ebay has no interest or part in the dispute.  Their role is simply to forward the seller's response to the bank and the bank's response to the seller.  I hold to my view it is unlikely the bank actually bothered to consider the seller's response. 

[gutterpunkz05]

No accountability.   Really, how do you come to this conclusion?

The buyers transaction is with ebay, not the seller

[etb321]

Ebay is a facilitator,  Ebay doesn't sell anything, (apart from advertizing). 

I don't have anything more to add to the discussion so I'll conclude with the obvious.  Only accept returns if forced to by ebay. 

[shoaltech]

I just got off a chat with Ebay asking for an update. I would love to upload a copy of the chat to show the sheer level of deceptiveness and/or incompetence on display here. It's actually unbelievable. When I kept pointing out the fact that I provided the information they were requesting, she ended the chat.

[twyngwyn]

I've had a 'warning' in the past for uploading the transcripts....but sometimes I get away with it 😈

[twyngwyn]

So, have I got this right?

1) Buyer does not launch a return item via ebay, but personally through you?

2) You accept return, but it is delivered to wrong address?

3) A.P. deliver to a different address?

4) So, at this stage....dispute should be between 'buyer & A.P.'?

5) Why is eBay involved?

6) Has buyer done a chargeback through bank....or threatened it?

Sorry, if I've missed something......something's not right!

[domino-710]

Read back Twyn - a payment institution - is his bank - the buyer's.