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]

According to that listing,  the payment was already going to go into MP at the time they items were purchased.  It's possible that the money is sitting in MP waiting for you to set up your MP account. 

If you have already done so than they may be a problem somewhere along the line.

When the money was taken was it taken from the bank account associated with PP or was it an account associated with MP?

[Anonymous]

Sorry for the late reply. We have been selling on eBay for more than 8 years. The sale happened on May 25 and the money should have been transferred to PayPal which never happened and the transaction id eBay gives is not recognized by PayPal. Money was taken out of our bank account since we are registered for MP.

[femmefan1946]

Have you been arguing on the phone?

Switch either to Chat or to the social media contacts.

https://twitter.com/askebay
https://www.facebook.com/eBay/

These reps seem to be better trained and have more authority than the minimum wage, sub-contracted, souls in the boiler room somewhere in Utah.

[reallynicestamps]

Is this the same problem you have another question about ? Having duplication in questions doesn't really help you much.

[Anonymous]

I posted on the discussion forum as well since I wasn't getting many responses from here

[lady.stark]

In your Seller Hub, in the "Payments" tab, do you see money "on hold" or "processing"?

[lotzofuniquegoodies]

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@Anonymous wrote:

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. 

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With the new Managed Payments system you do NOT receive your funds instantly like in the past with PayPal. As soon as you either receive an email stating the customer has paid or you see similar on your sellers hub page you should ship. You can at your discretion create required postage or use stamps to process. If you create postage with eBay Labels funds will be either removed from processed or if there is nothing available from your bank. You then mark shipped. In due time, baring no other holds you should receive your funds to your bank. Just how this new system works.

-Lotz

[Anonymous]

Sorry for the late reply. We have been selling on eBay for more than 8 years. The sale happened on May 25 and the money should have been transferred to PayPal which never happened and the transaction id eBay gives is not recognized by PayPal. We never shipped the items. Money was taken out of our bank account since we are registered for MP.

[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.

[femmefan1946]

For what little it's worth, three of my four selling accounts were messed up, including one where eBay randomly chose which bank account would receive my Managed Payments and one where MP worked fine for a month then was not accepted.

So... all kinds of mess.

However, once those were straightened out, the money that had been Held  was in fact transferred to my bank accounts promptly.

lotz mentions that PP would "front" established sellers with the payments, even if they were not completely through the bank system. MP is not willing to do that. (Hopefully, once they have seen enough transactions to get a grip, they will set up their risk assessment to allow this.)

You can still, however, use the money in MP to buy eBay labels for shipping. (With PP we could buy other labels- PP's own, SnapShip, Shippo.)

[pjcdn2005]

As I mentioned earlier that listing does not show that the money is going into PP, it shows that the money was going into MP.    If your MP account is not set up to receive payments yet then that money is in limbo waiting for you to set up an account.    If you go to sellers hub / payments/all transactions, does that transaction show there? If it does, that means that the transaction is going into your MP bank account.  However, I'm not sure if transactions will show up there after 90 days as I haven't been in MP long enough to know that but if you do see it there, that transaction was definitely done through MP.