eBay case resolution

[Anonymous]

I am hoping to find an asnwer from this forum regarding an issue we are facing. We sold few items through eBay and eBay couldn't transfer the funds to our paypal / bank account. We never shipped the items. Buyer had already paid eBay and they opened a case. eBay closed the case in favour of the buyer and took the money out of our account (which was never paid to us in the first place). How do I go about fighting this as the back and forth with the customer service is been going on for about 2.5 months. 

[Anonymous]

To give a bit more details on our account and the sale. We have been selling on eBay (both .ca and .com) for about 8 years. The PayPal account that is linked to eBay has received payments multiple times before so that is not a concern either. Since the sale happened on May 25 (right about the time eBay was disconnecting payments through PayPal) and the customer requested to cancel the order on June 03, I am hoping that this is an accounting error. But I am getting frustrated with having to contact customer care via email and phone calls almost every day. And there is no end in sight with regards to eBay refunding me.

[pjcdn2005]

The money was taken out of your bank account to refund the buyer even though it had never been put into your account?

[Anonymous]

That is correct

[ericsells75]

So you got the money but didn’t ship? I suspect you mean money went to your eBay account not your bank account? But buyer paid and you didn’t ship, of course you lost dispute.

[Anonymous]

@ericsells75 I never got the money in the first place. Hence I didn't ship. Money never reached PayPal / Bank Account.

[ericsells75]

Ok, well I don't really understand why you have an issue. The buyer paid, but you didn't ship, doesn't matter the reason. Then the buyer opened a claim and won because you didn't ship. Then ebay took back money they never gave you, right? So you have the item still and didn't lose any money because you never received it. So at the end of the day it sounds like your actual issue is you don't have managed payments setup correctly. There is a dedicated support team for that group. Or am I still missing something? Also you should keep in mind that with managed payments there usually is a few days of processing, it's not instant. 

[pjcdn2005]

ericsells- It sounds like the issue is that the seller never received the money at all. The refund was not taking from the funds that the buyer paid because those are in limbo...the refund was taken from funds that were already in the seller's bank account. I don't understand how ebay can take money out of a bank account but were unable to access it to put money in.... but it does sound like that's what happened.

[ericsells75]

I agree with you @pjcdn2005 that’s what it sounds like to me as well but I was unable to wrap my head around how eBay can take from an account but not put so I decided that made no sense to me.

[Anonymous]

The sale happened on May 25th and the money was supposed to go to the associated PayPal account. That never happened. I set up the managed payments correctly so when the buyer disputed (On June 03 and after eBay disconnected PayPal) eBay took out $1350 from my bank account.