Payment dispute from buyer

[xsquared]

I sold an expensive item the other day and used signed for delivery with proof of signature, which has shown as delivered yesterday. About an hour ago, I receive a payment dispute from the buyer who states that they didn't recognise the transaction.

Assuming that they are genuine, then maybe they've been hacked and their account was used to make a purchase. Obviously, I challenge the dispute and enter the tracking information and now wait for the outcome.

What happens now? I have been on eBay for over 14 years and never had anyone filing disputes against me until now.

It's really unnerved me. :(

When it happened to me I contacted Customer Services, provided them with the tracking number, and they refunded both of us. Don't leave it to the automated system, and make a point of telling the customer services rep how upset and unhappy you are. They want to keep you on Ebay.

@Thelnebriati, Thanks for your reply. I contacted Customer services and explained the situation, and because I did everything they instructed, they reassured me that I wouldn't lose out on anything even if the other person was refunded.

After 2 months, the outcome was that their payment institution sided with the buyer so they get their money back.

Under eBay seller's protection, I don't have to pay anything, so that is something at least.

I cannot believe they have got away with it though. I wanted to report the buyer but none of the options match what I want to report them for and it doesn't offer "Other" as a check box.

That is awful! I can't believe they refunded the buyer.

Thats terrible. I hate that you can no longer leave negative feedback for buyers.

If the buyer was refunded it means it could not be proven that the card holder made the purchase. You have no way of knowing if it was legitimate. The card may have been stolen, they may have had their account hacked and address changed. Online security checks such as addresses linked to accounts, 3D secure and texts to authorise purchases are all in place, bit with sites like eBay you can just save your card details for future purchases without further checks. I had my Amazon account hacked and someone bought a mobile phone with my stored card details.

Sorry this happened to you OP.

I had the same a few years ago. It really put me off selling higher priced items on eBay for that very reason.
I also don't like the way you can't leave negative or neutral feedback for the buyer. You should be able to leave at least a neutral explaining what happened in my opinion.