Ebay Buyer Problem.

[windywillow]

An eBay buyer has opened a dispute stating the reason as: "He doesn't recognise the transaction". The purchase was five weeks ago.

He left positive feedback soon after buying, stating he was happy with the purchase, so I sent him a reminder screenshot and he replied with an apology, said it was a purchase made on behalf of his dad, and he had completely forgotten about it.

I've spoken to eBay and they tell me he disputed it directly with his bank, therefore he needs to contact his bank and there's nothing eBay can do.

They have advised that I must respond to the dispute before 30 Dec or the refund will automatically be repaid to him. The problem is that their email asking me to respond only gives two pre-set options: "Challenge dispute by providing proof of delivery", or "Accept dispute and eBay will deduct the disputed amount from my funds and refund the buyer".

If I choose "Challenge dispute" there is only space for a tracking number - no opportunity to explain my case.

Neither of these two options are appropriate but eBay say there is nothing they can do because he went directly to his bank rather than open a case with eBay.

I have an email stating that it was an error on his part, I also have a screenshot of the positive feedback he left, but I did not get proof of delivery (got proof of posting but eBay say that doesn't count - it has to be proof of delivery).

I am hoping the buyer will do the decent thing and contact his bank to inform them that it was his mistake - it looks like this is my only hope.

I find it hard to believe that eBay can't do anything to help. Has anyone else been in a similar situation? What was the outcome? TIA.

[Aircooledfool]

My sympathies. Hate to rain on your parade, but it sounds to me like a person who knows how to get out of paying for stuff on eBay.
There must be a way to contact eBay with your explanation, customer services or similar. It may remain that they “can’t do anything” but at least they could tag that eBay account. If they do something like that, then they probably have to tell him, might encourage him to cough up

[windywillow]

Thanks for reply.

I spent quite a long time on a call to Customer Services this morning but got nowhere, unfortunately.

Found it hard to believe but they weren't interested even though I have it in writing that he has admitted that it's his error. They just kept saying that it was nothing to do with them as he'd gone directly to his bank, rather than open a case with eBay.

They kept saying that my best bet is to respond to the dispute, even though I (several times) told them that it was an automated message which didn't give me the opportunity to explain the circumstances.

[barry1010]

eBay won’t help if you haven’t got proof of delivery, it has always been that way. I’ve only had one buyer try that and I’ve used tracking ever since. Hope it isn’t an expensive item

[barry1010]

If he does get a refund he has committed fraud, you have his name and address and proof he received the item. Report it to the police if and when he gets a refund.

[windywillow]

Thanks barry, it was £20. Perhaps I should be grateful that it wasn't more, but I just feel so ripped off. I sent it free postage, so there was £3.35 for me to pay on top of that.

[windywillow]

Would the police be willing to get involved over a small amount?

[barry1010]

Some sellers 'self insure' when posting lower value items and risk losing out. I insist on using tracked and incorporate the cost in to the selling price.

[fruitsalad]

If he does get the refund, I would leave feedback on his account explaining what happened, to make others aware

[barry1010]

He will only get it removed, fruitsalad.

I would report it to his local police force, they may not take action but it will be recorded. Who knows how many others he is doing this to

[windywillow]

Thanks all. I'm hoping he is not a scammer. Guess I'll know soon enough.

[Buenchico]

I assume that it must be possible to upload 'proof of delivery' to eBay in some way. In which case, use the option to do so and upload your screenshot of the purchaser's feedback as the required proof.

[douglas9401]

Similar experience in the past led me to conclude that eBay is not fit for purpose but they don't care about that, only their cut.

Their model seems to be a scammers charter operating with crossed fingers at all times.
It's a shame as it used to be great for moving unwanted stuff.

[windywillow]

That's a good idea Chris, but it's not possible. There's only two text boxes - one to insert a number and the other to insert the carrier's name. I tried typing in, "Buyer admits it was his error, he received the item" but it wouldn't allow it. It has to be numbers.

I messaged the buyer yesterday and he does sound as if he's willing to refund me, but being the suspicious person that I am, I wonder if he's genuine. eBay have told me that unless I respond with tracking details, he will automatically get a refund, so it looks like I've been stuffed.

[barry1010]

Yes, eBay always automatically refund without a tracking number. It's a lesson many of us have learned the hard way.

Two golden rules for eBay sellers - always pay for tracking (unless it is low value and you are willing to risk it) and always post to the buyer's eBay registered address. You'd be surprised the reasons I've been given to post to a different address

[windywillow]

The most annoying thing is that I've got proof (albeit not a tracking number) but can't send the proof across to his bank. He's told me he has sorted it with the bank, but the dispute is still showing "Open".

If they could see his emails to me they'd know he received the goods.

[THECORBYLOON]

If eBay do give a refund, can you not use their appeal process?

They're saying it's nothing to do with them but by giving you a deadline to resolve it, they are involved.

If it were me and eBay refunded the money, I would get Trading Standards involved.

You need to contact Citizens Advice first and they will discuss it with you and then advise if it will be passed to Trading Standards to consider.

[windywillow]

///If eBay do give a refund, can you not use their appeal process?///

I don't know if that's possible as when I spoke to them they didn't mention anything like that - they kept repeating that without a tracking number the buyer has automatic entitlement to a refund as I can't provide proof of delivery (although in this case I do have proof as buyer has admitted he received it).

She kept repeating that the refund will go directly from his bank. I ended up putting the phone down as it was obvious they weren't interested in my side of the story.

I'm thinking about giving eBay Customer Services another try today, hopefully I'll get a different adviser.

[barry1010]

Corby, many eBay Sellers have lost money in this way, often for very expensive items. Trading standards aren't interested because eBay and PayPal make it clear that seller protection is only valid if the seller can provide a tracking number.
There have been instances where the buyer has collected the item, signed to say they have received it, had their photo taken with the item, then claimed item not received and got an automatic refund because the seller can't provide a tracking number.
"If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered." https://www.ebay.co.uk/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116

[THECORBYLOON]

In this case, the buyer has not telt eBay the item wasn't received and has admitted that it was.

I would appeal any refund and involve Trading Standards.

[windywillow]

It's very unfair but it does appear that they won't budge on this.