Disappeared messages from eBay system

[toronto-art-lover]

Today, I got a Payment Dispute from a buyer, claiming "Not Recognizing the Transaction", after the item was shipped days ago, due to arrive tomorrow.

Even more strange, some of the key messages from eBay about the transaction (Offer/Sale/Payment) disappeared from the eBay system, meaning I can not see them in my Messages, under My eBay section on the eBay website. Those messages are proof of the legitimate transaction.  By the way, I never delete messages from eBay.

Fortunately, I still have all those key messages from eBay about the transaction (Offer/Sale/Payment) on my cellphone. 

The unreliable eBay system ("auto-deleting messages") may make my defence against the buyer more difficult.

[ricarmic]

It is odd that the messages are disappearing but the unauthorized transaction can come automagically if someone disputes a single transaction, some credit cards/banks will automatically zap all transactions (this has happened to one of my buyers).

Given you have tracking that should help a lot in your case.

When I've gotten these as long as they're in north america, I've called the buyer and have been fortunate that the transaction was automagically (wrongly) included by the bank, or the buyer accidentally used an expired card etc and the buyers repaid me.

[flipistics]

Check your message settings (and maybe the archive folder). It's possible you have your messages set to archive there.

[reallynicestamps]

The Messages are less important than the Proof of Delivery.

That the shipment was made to the address of the complainant seems to be taken by the credit card company (not recognized is usually a cc complaint not an eBay one) as proof that the cardholder or someone in the household did make the order and the transaction is legitimate.

Put the tracking number in the Dispute.

When the item is delivered, put the Proof of Delivery in the Dispute.

[reallynicestamps]

Given the timing -- before delivery-- and the reason--- not recognized-- it sounds as  if this is a credit card chargeback not an eBay Dispute.

EBay does get involved in these and usually is helpful.

One possibility is that the card was stolen although using a stolen card to buy a soapstone sculpture is unusual. The address you were given then would not match the address of the cardholder. 

But if the address eBay gave you and the address you shipped to match, you should be fine.

Put the tracking number into the Dispute.

[pjcdn2005]

EBay does cover item not recognized disputes as long as there is tracking proving delivery to the payment address. Once the item has been delivered answer the dispute by entering the tracking number. Regardless of what the bank decides, eBay should cover you. 

https://www.ebay.ca/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=3&p...

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:

• Evidence of successful delivery to the address provided by the buyer at checkout, or
• Proof that the buyer collected the item

If eBay determines that the item was successfully delivered or picked up:

• We will not seek reimbursement from the seller for the disputed amount, even if the payment institution decides that the buyer is owed a refund; and
• We will waive or refund the seller's dispute fee