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.

[THECORBYLOON]

If you appeal or get Trading Standards opinion and you're unsuccessful, you're no worse off than you are now, are you?

[windywillow]

That’s true.

Here’s a strange thing, I’ve spoken to Customer Services again (I received an email reminder telling me to respond to the open case). This second lady told me I must challenge the case. When I told her about them wanting a tracking number she advised me to put in any random number. I asked her if she could take a look at the correspondence between the buyer and me - and she did - she read out his last email.

She’s of the opinion that I won’t lose my money. A completely different response than the first adviser.

[barry1010]

Well I'll go to the bottom of the stairs! Fingers crossed

[THECORBYLOON]

There you go, be persistent!

[windywillow]

Thanks all. x

[windywillow]

I've received an email from eBay, it reads as follows:

"Your complaint has been resolved. We hope you're satisfied with the outcome but if you still have questions contact us with your reference number and we'll be happy to help".

I presume it has been resolved in my favour but it doesn't actually say as such. All rather strange.