Proof of transaction

[rel37]

I have dance studio in Melbourne (Aust) and sell large Dance Mirrors as a side business on Ebay.

We had a customer buy mirrors, we delivered them, they then put a dispute on ebay that they didn’t recognise the transaction, I provided evidence (photos) and a report from our driver delivery application that we did in fact deliver the mirros.

Ebay found in their favour and Ebay have now returned the $318.39 back to the customer. They now have our mirrors and the money.

I have put in a dispute against the customer but have heard nothing as Ebay says they don't respond to these.

I am not able to respond back to the buyer's original dispute as it is closed.

My dance studio has been closed for 12 out of the last 18 months due to the pandemic, my husband and I are in the business together so we don't have other income to draw from to pay the rent on the studio or for our family of five. Selling a few mirrors is how we have been getting by.

I am feeling desperate and unsure what to do about it.

Any help/guidance would be much appreciated.

[papermoon.lady]

I don't know how sellers' disputes against buyers are, but if they are the same as buyers' disputes against sellers, the person against whom the dispute is opened has a few days to reply, then, if they don't reply, eBay can be asked to intervene (they must be asked to intervene, otherwise they will do nothing).

[rel37]

I replied with photos of the delivery and gps days to show we delivered. They have the transaction details and EBay rolled in the bitters favour, took the money back out of my account and closed the case. There’s no way of appealing that decision that I can find. The pathway that I looked up in Google took me to a place that looked promising but then nothing.  

Anyone know where I can appeal or? 

[domino-710]

Go to the ACCC site - have a read - determine how their choices could apply to you.

The same with - here in NSW - it's Fair Trading - Consumer Affairs - Victoria has similar.

Put together a statement - ie a clear precise statement - with evidence - photos - delivery slips etc.

This is definitely worth a ' follow 'up - not sure why eBay chose their route - given your ability to provide that which you have. 

[rel37]

Thank you. Yes, I think I have to pursue with VCAT. 

[papermoon.lady]

I never had to appeal an Ebay decision, but there must be a way as I have read threads here where people had appealed.

OK, I have just looked it up and I have found this:

How to appeal a decision

• Go to your Seller Dashboard - opens in new window or tab.
• Expand Closed without seller resolution to see your options.
• Select See cases and find the item in the list.
• Select See details and then send us an appeal.

Otherwise I agree with dom. Go to the ACCC site.

[domino-710]

Also - follow up on Paper's advice - Appeal. 

[jellybirddesigns]

Tell the customer you are sending your driver over to collect the mirrors and failing that, you'll be lodging a police report for theft. Small claims court is another option.

As you were unable to provide a tracking number in this instance, the customer has taken advantage.

[papermoon.lady]

A delivery driver confirming that an item has been delivered should have the same value as a tracking number...

[rel37]

Unfortunately I tried that as my first thing. There is nothing there when you go through that. I assumed the dispute listing would be there, I’d click on it and give info on my side of what’s happened but there is literally nothing there that you can click on or message anyone. Just nothing.