eBay

umar_fs · ‎03-22-2016

Hello,

I'm a new seller on eBay and I just sold my first item. I listed the item as "Buy it Now" and I also checked the following options in the "Select how you'll be paid" section:

Require immediate payment through PayPal when a buyer uses Buy It Now

Credit cards

I got an email and a notification saying that my item was sold but it's still classified as "Awaiting Payment." I know the item hasn't been paid for sure because there is no trace of it on PayPal and the buyer messaged me saying that his credit card keeps getting declined when he tries to purchase the item.

What I don't understand is how the buyer was able to purchase the item without making the payment if I selected the option listed above. I thought my item would only be removed if someone successfully checks out and makes the payment. I'm really not sure how to proceed from here.

Any help would be greatly appreciated.

dmil8030 · ‎03-25-2016

Hello 'umar...',

<<Require immediate payment . . .

I got an email and a notification . . . "Awaiting Payment." . . . his credit card keeps getting declined . . .

What I don't understand is how the buyer was able to purchase the item without making the payment if I selected the option listed above.>>

If you had in fact successfully selected the "Immediate Payment" option the buyer would not have been able to 'commit to buy' without paying first.

I have looked over that listing very carefully and you did not have Immediate Payment on that listing.

It may have been your intention, but perhaps you forgot to click a box somewhere.

The problem is not some sneaky buyer, but that you inadvertently left off the Immediate Payment for the listing. That means the buyer did not see it and certainly did not finagle any tricky way to get around it.

So the problem is not that something dodgy happened and it definitely is not because the buyer claims to have a credit card. He may have nothing at all but a fervent desire to own those shoes.

The thing to do now is file an Unpaid Item case as soon as the system will allow. Here is ebay's very clear and easy explanation about that:

http://pages.ebay.ca/help/sell/unpaid-items.html#work

By all means, send a kindly worded note to your buyer first explaining that you are sorry he is unable to follow through with payment but you must open an unpaid case with ebay in order to get your selling fees back. Be nice, -- if he suddenly pays he will then be able to leave feedback.

If he pays, your funds will be held for 21 days but check your paypal account because paypal will tell you when to ship. Get this information only from your paypal account directly and not an email. This link explains about payment delays:

http://pages.ebay.ca/help/pay/payment_hold.html

And you know, of course, that you must mail your items with Delivery Confirmation (a tracked service) in order to maintain seller protection?

I see your other listings have Immediate Payment Required set up. Good. But there is no reason to exclude credit cards and it would be foolish to do so. Credit card payments are instant and a lot of people use them.

When you set up a listing, always check it using another ID as if you were someone else, -- and see if it looks the way you want a buyer to see it. Check it on a real computer and also a mobile device. Listings often look different to phone users.

So, -- file the Unpaid Item case, get your fees back, relist, and always check and double-check your listings.

Happy selling.

View solution in original post

reallynicestamps · ‎03-22-2016

One possibility is that your buyer is new enough that his Paypal account is not yet open. As you may recall, when we open an account, a small amount is deposited by PP in our bank accounts, we report that amount to PP, and then PP considers our identity confirmed and opens the account.

A second possiblity is that the buyer has taken the payment from his bank account. This makes an 'e-ccheque', which can take up to 10 days to clear the US and Canadian banking systems. This is true even if both buyer and seller are in Canada and the transaction is in Canadian dollars, because PP is a US institution, and that's how they roll.

the buyer messaged me saying that his credit card keeps getting declined

The usual reason for this is that there is not enough credit on his credit card.

In any case, keep an eye on your Paypal account and do NOT ship until you see the money in your account.

Be aware that an e-cheque payment must clear before being considered payment, even though the money has been taken from your buyer's account. This upsets some buyers and a polite note letting his know that you will ship as soon as the e-cheque/ bank account backed payment has cleared.

You are selling in a high value/high fraud category (fancy sneakers). Take your time.

BTW. I notice you are refusing to sell to PO Boxes. Since these are the safest addresses to ship to (the box holder has to sign for any packages at the counter : safer than a porch drop), I wonder if you just copied that from a US seller.

Many US sellers use UPS or other couriers, who CANNOT accept postbox addresses, because the counter staff will not sign for them, so they refuse PO box addresses. This does not matter if you are using Canada Post for shipping.

Also, as a new seller, be aware that PP will HOLD even a cleared payment for 21 days as Buyer Protection against your good customer service, so ship as soon as you see the cleared payment in your PP account.

there is no trace of it on PayPal

Don't ship until there is.

umar_fs · ‎03-22-2016

Thank you very much for responding and for the information. The tips you've mentioned have definitely been noted for future transactions. While the two possibilities are entirely possible, the buyer has informed me that he has attempted to make the payment via credit card. I enabled the option to buy through PayPal or via credit card but the payment is required immediately. It doesn't explain how the seller was able to buy the item but not make the payment if he was using a credit card. From my understanding, when you click to buy the item, you have to complete the whole checkout process and process the payment.

reallynicestamps · ‎03-24-2016

He can tell you whatever he wants.

Not reason to believe it is accurate.

He wants shoes.

You want money.

Don't ship the shoes until you have the money.

In your category, I would suggest adding Immediate Payment Required if you have not already. (I think you have.)

And if he hasn't paid after Day Four, open an Unpaid Item Dispute.

If he doesn't pay, close it four days later.

You get your selling fees back.

He gets a Strike which makes it harder two bid on eBay in future.

Most important, he can't leave feedback.

Which is something you want to avoid from a disgruntled buyer.

umar_fs · ‎03-24-2016

Thanks for the answer it really helps. I already have the immediate payment required option selected on all my listings. I'm confused as to how he was able to buy the shoes and not make the payment.

dmil8030 · ‎03-25-2016