EBay buyer saying g she never bought or paid for item

[TulipsfromAmsterdam]

I have a complicated query and would appreciate advice please. I sold a pushchair and buyer paid immediately. Arranged postage with parcel force and sent eBay despatch notification after collection. Same day got message from eBay saying buyer never bought or paid for the pram and wants refund. I agreed but was totally confused as item paid by her husband and delivered to her address. As she was only 20 miles away agreed to collect and sort refund. However as dispute open PayPal have placed funds on hold and I am not able to refund her anything never mind less the money for p+p which she agreed to let me keep. Have rang both eBay and PayPal who are rubbish and as I now have pram back buyer wants me to pay bank transfer. Don't know what to do next as just want it sorted asap! Thanks

ok just need you to clarify a few details.

Who sent you the email about the dispute? Was it eBay or PayPal? And what was the exact wording.

Don't pay her anything by bank transfer, and don't travel 20 miles to collect the buggy!

If she paid via PayPal, refund via PayPal only. Otherwise you're going to be scammed for the cash refund and the PayPal one, potentially.

can you copy and paste the email on here but take out the identifying info?

hansolo the OP shouldn't be refunding anything just yet, we don't know what's going on here, there isn't enough info.

Sorry if I'm being thick, but if she says she never paid for the pram, what exactly is she looking to have refunded?

I'm with Cel here. If she says she didn't pay what are you refunding?

If she says she didn't pay how come she wants a refund?

The Resolution Centre case should allow you to give proof of posting. Once you provide this EBay should tell you what to do next. Don't take advice from the buyer, go strictly by the book. I've had buyers claim not to have been the real buyers before and EBay have always been very helpful. Just don't let the buyer pressure you into anything.

buyer never bought or paid for the pram and wants refund.

She can't have it both ways. She did pay for it and it's hers and it's tough if she didn't want it or she didn't pay for it so she can't have a refund.

In my 14 years of EBay it doesn't seem to matter whether or not you say you will accept refunds or not. I always state that I won't, yet still when someone simply changes their mind EBay always go in favour of the buyer even when there was nothing wrong with the item. It's one of my big problems with the way they operate.

I will try and copy and paste email when baby settled. It was from eBay saying buyer wants refund due to something wrong with the item! She didn't have it at this point as had just been collected by parcel force same day.

It was my eBay despatch email which alerted her to the fact she had bought and paid for it. She says it is an unauthorized payment. She does not know how someone clicked buy it now and then paid straightaway and had delivery to her address. She does not check email and did not see receipt for her PayPal payment either.
I have collected as I thought I could simply refund but PayPal have placed funds on hold which she disputes as it left her credit card payment immediately. I have rang both pp and eBay and eBay suggested I get their email address and send payment to that! I think not as when pp assess they will return the original payment too. I am getting texts asking for money which I am happy to do through right channels. There is a date of 12th Aug which I hope means the payment will just go back as agreed. I will end up losing fvf and p+p for original postage. How anyone can buy a £300 pram and not even realise is beyond me.
Sorry its a bit long winded.

I would only refund by the same method that the payment was made, else you could refund by bankmtransfer, and then she could get a refund by PayPal.

It seems a bit suspicious that she didn't know she had bid, and had made the payment.

I,would,ignore her texts or send one back saying that you will refund as soon as PayPal will allow, and leave it at that. Ignore any other texts.

Do not refund anything yet, did you send the pram with tracking? make sure you enter this, there is a button where you can add it in, or if you login to your paypal account and look at the transaction, you should see a small click button to add tracking toward the bottom of all the details.
If a refund is required you must do it via Paypal, no cash, cheque or bank transfer.
If she has changed her mind she maybe be able to refuse delivery, if you have a return address or will have to pay to return it, only when you have the item should you refund it, and if you have tracking Ebay will side with you.

No no no this is utter rubbish!!

Take no notice of texts or emails unless they are from EBay. She will have to wait until the case is reviewed and then of course she'll get her money back via PP.

It's not your fault if someone hacked her account though this seems highly spurious to me. You sold your item legitimately and have bent over backwards already imo by going to collect it. Personally I would have waited to see how the return was handled by EBay and they may well have ruled that she was liable for the cost of returning it to you.

She sounds like a chancer to me. Sadly EBay is full of them.

Ignore her texts...being generous to her she bought it the changed her mind.she probably bid on two and got another cheaper. She'll get her money back through PayPal. You can probably do it now and the dispute I'll be closed. Or make her wait.

Did send it tracked and added to eBay. Will add it to paypal if I can though have it back any way now.
Can't believe an eBay customer service person told me to pay them back via new payment. EBay have gone on side of buyer without doubt. I was expected to send payment label and pay for return as well. Its costing a fortune!

Just ignore. She kind of shot herself in the foot by raising it officially tbh. I've had plenty of buyers try to con refunds out of me without going through the official channels and I can well understand how an inexperienced buyer would just do as they were told without realising they were being conned. Don't send any money, don't respond to texts from her, just let EBay do their job.

Btw EBay owns PayPal so if it's recorded on one site, it'll be recorded on both.

Actually scratch that last comment I'm not sure this is still the case sorry!

So she opened an item not as described case with eBay? Before the item arrived? Then told you that she hadn't authorised the purchase?

You need to call eBay and say that she had no case for an item not as described, as your tracking prove she opened the case before the item arrived.

If she is claiming that the order / payment was unauthorised, she has to raise a chargeback with PayPal, NOT eBay. If she does this, as long as you can upload the tracking details which show the item as delivered, you won't have to refund.

Don't run about offering to pick prams up and refund.

You need to call eBay and speak to someone and make sure that they understand this, if you don't have any luck, keep trying until you get someone who does.

"The buyer says the payment was unauthorised, this isn't covered by the not as described case that she has opened. In fact it's impossible that she could have decided the Pram was misdescribed, as she opened the case before it arrives, as proved by the tracking and the case date.

Please close this case in my favour, because the buyers issue is that the payment was unauthorised, not that the item was misdescribed.

If the buyer insists the payment was misdescribed, she should open a chargeback with PayPal, not a case with eBay"

Hope this helps.

And upload the tracking details against the PayPal payment record as well, just to cover yourself.

Oh...... I see you have already collected the Pram. Sigh.........

There should be an option in the case to refund and close the dispute then.

Don't be so nice in future.

Thank you for all the valuable advise. To be honest I am relieved to have it in my possession and the buyer will now have to work with PayPal and eBay for refund. I do worry as its a credit card payment they can do a chargeback and then be refunded by PayPal too!

Oh and trying to reason with eBay is like arguing with my 4 year old, you can't win! Actually worse as at least he talks sense.

OP, as already advised..... If you have collected the Pram already, go to the case in eBay..... There will be an option to refund and close the case. Just click this and the funds will be released and used to refund the buyer.

Then add the buyer to your blocked list!