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Where can I find more information about a dispute?
Summary: dermoppedfahrer reported on a dispute with a buyer over an item allegedly not delivered, which was decided in their favor through eBay. However, the buyer opened a payment dispute through PayPal. perfect-sally informed dermoppedfahrer that eBay no longer has any way to intervene in a payment dispute with PayPal. Another participant, miriam@ebay from eBay, reassured dermoppedfahrer that seller protection applies and that no further evidence can be submitted, since the dispute will be closed as soon as the payment provider’s decision is available.
Hello,
I had a dispute as a seller over an allegedly undelivered item worth 250 euros. The buyer claimed that the package never arrived. Thanks to the tracking information, which says "delivery successful", the case was decided in my favor by eBay with the statement "seller protection applies, I will not be charged any money".
Now the buyer has opened a payment dispute through PayPal, and eBay has asked me for information about it, which I have provided sufficiently. I also assume that the risk now lies with eBay, since the dispute was already decided in my favor by eBay.
Nevertheless, I would like to support eBay in the dispute and provide new information. DHL replied to my inquiry and informed me that the receipt was apparently signed and that, when compared with other signatures, it could be determined that they are the same.
I am not on eBay that much, so my question is: how can I still get this information to eBay for this case afterwards?
As soon as possible, so that PayPal doesn't decide the case in favor of the "fraudster"
miriam@ebay
Hello @dermoppedfahrer and thanks for your post! I can reassure you for now. Our seller protection applies to the current payment dispute. Even though the buyer’s payment provider’s final decision is still pending, nothing will be deducted from your balance for this dispute.
In general, you are covered by our seller protection in payment disputes involving physical items if you can provide proof of successful delivery or pickup. A shipping method bought through eBay with tracking is therefore always a good choice, since the shipping and tracking information is stored directly on eBay.
The additional confirmation from DHL is of course helpful, but it is no longer necessary for this specific case. Since you have already responded to the payment dispute, no further evidence can generally be submitted for the open dispute. As soon as we have the payment provider’s decision, the dispute will be closed.
Thanks for the mention, @perfect-sally ! 😊
Best regards
Miriam
dermoppedfahrer
OP6 days agoAll right, I was also informed during the hotline call that the PayPal case was also decided in favor of the buyer.
So everything’s fine
perfect-sally
Mentor1 week agoSorry, you're mistaken. The dispute is with PayPal, not eBay. And when the payment service provider is involved, eBay is out of it.
dermoppedfahrer
OP1 week ago · EditedThe buyer didn't pay me directly, but instead paid Ebay, so really it should simply be the case that ebay is now "fighting" the buyer over the money via Paypal.
And since Paypal tends to decide more in favor of buyers, my info would actually be quite useful for ebay.
Ebay can certainly add this info to the case with Paypal, can't they? Or is my idea completely crazy?
perfect-sally
Mentor1 week agoThe buyer used a payment service provider to pay for the item, so far correct.
But whether eBay still has any means of intervening here or can provide evidence in any way, I don't think so. The information we always get and have gotten is that if the payment service provider is involved, eBay is out of the picture.
But I think it's best if an eBay employee takes a look here; she definitely knows better and can at least take a look within your account as well.
She will be back from tomorrow and will then reply here. But I'll mention her right now so I don't forget.
Hello @miriam@ebay I think your intervention is needed here. Thank you very much