What is a payment dispute

Processing of payment disputes as part of payment processing

Payment disputes can result in chargebacks or other steps, such as a PayPal dispute. There are many reasons buyers might report disputes. Here are some of them:

  • Buyer did not receive the item
  • Buyer received an item that is significantly different from the description in your listing
  • Buyer did not acknowledge the transaction
  • Item has been billed multiple times
  • Entire order was charged several times
  • Buyer has changed his mind

If one of your buyers reports a payment dispute and is successful, the payment service provider will reverse the transaction. This means that the amount originally paid will be returned to the buyer. Depending on the reason why the payment dispute was resolved in favor of the buyer, there is a possibility that you will get your money back from us.

Buyers cannot use more than one resolution method to receive a refund. Once a buyer opens a payment dispute, any eBay buyer protection claims, pending abandoned purchases, or return requests for the same transaction are immediately closed. You will then no longer have the option of receiving refunds via the tab Orders in the Seller Cockpit Pro or via Sold initiate in My eBay.

Respond to a payment dispute

If a payment dispute is opened, we will notify you by email. We may take this opportunity to ask you for additional information or we may ask you to confirm the details of the transaction so that we can better respond to the dispute on your behalf. This usually happens within 5 days of the notification of the dispute or as stated in the email.

Respond to a payment dispute

If the buyer reports a dispute, you can:

  • You can accept the dispute and the buyer will get the refund or
  • You object and provide evidence or additional information (e.g. you can prove that the item was delivered to the delivery address specified in the order).

Information that can be helpful in responding to a payment dispute:

  • Tracking information showing that the order was successfully delivered to the delivery address specified in the order.
  • Detailed photos of the item from the offer, which show the condition of the item and which may also prove its authenticity.
  • Capture the communication between you and the buyer about solving the problem.
  • Verification of the buyer identity for a Click & Collect purchase

How payment disputes are handled

Although eBay cannot influence the end result, we can send all relevant information that you provide to us in the event of a dispute to the appropriate payment service provider. There are times when eBay already has enough information to contest the dispute. In this case we will pass it on on your behalf.

After you have accepted a dispute or have provided evidence to the contrary, we will keep you up to date by email as communicated to us by the payment service provider. You can also call up the current status of payment disputes under Resolve problems.

Please note that eBay reserves the right to object to the payment service provider's decisions regardless of your personal reaction to the case. We will notify you in these situations and we may ask you for additional information to dispute the payment.

The settlement of the payment dispute can take up to 90 days, depending on the payment method or card provider.

Please note that eBay has no control over the outcome of the dispute and that we cannot force the buyer to return the item. You can take advantage of seller protection. If you accept a payment dispute for an item that is significantly different from the description, you can ask the buyer to return the item.

Dispute Fees

If a buyer files a payment dispute and you are held responsible for the amount in dispute, eBay will charge you a dispute fee. If you accept the payment dispute and issue a refund, eBay will waive the dispute fee and you will undertake the refund to the buyer.

Seller protection

If the transaction is covered by our seller protection, we will refund the disputed amount and will not charge a fee for payment disputes reported by the buyer as follows:

article not received

Before receipt of the payment dispute: An eBay buyer protection case already existed for the transaction for the same reason and this was decided in your favor.

Or

This transaction already had an eBay Buyer Protection incident for the same reason and you have already issued a refund to the buyer.

Buyer received a refund: You have already initiated a full refund for the transaction in question before the dispute opened.

You have provided proof of delivery with the following information:

  • Consignment number specified by the shipping service provider (uploaded to eBay in good time by the specified date)
  • Delivery status "Delivered"
  • Date of delivery
  • The delivery address is the same as the address on the order (including the city, county, zip code or country equivalent

Or

If the item has been picked up, you have checked and confirmed the identity of the person picking it up and, as part of the dispute over the payment dispute, provided proof of collection that includes the following information:

  • Pick up date
  • Pick-up location that matches the delivery address of the order
  • Order number / order number, article number, article description and amount paid
  • Signature of the customer on the proof of collection

article not as described

Before receipt of the payment dispute: An eBay buyer protection case already existed for the transaction for the same reason and this was decided in your favor.

Or

The transaction already had an eBay buyer protection case for the same reason and it was closed with a refund.

Buyer received a refund: You initiated a full refund for the transaction in question before the dispute opened.

Buyer received a partial refund: You have already initiated a partial refund for an item that was used or damaged and was returned to you for the transaction in question prior to the opening of the dispute. In the case of a partial refund, the sales commission will not be refunded.

Buyer cannot match the transaction:

You have provided proof of delivery with the following information:

  • Consignment number specified by the shipping service provider (uploaded to eBay in good time by the specified date).
  • Delivery status Delivered
  • Date of delivery
  • Delivery address is the same as the address on the order (including city, county, zip code, or country equivalent).

Or

If the item has been picked up, you have checked and confirmed the identity of the person picking up the item and, as part of the dispute over the payment dispute, provided proof of pick-up which includes the following information:

  • Pick up date
  • Pick-up location that matches the delivery address of the order
  • Order number / order number, article number, article description and amount paid
  • Signature of the customer on the proof of collection

Transactions without the right to seller protection

There is no entitlement to seller protection for items that do not comply with our principles on inadmissible items.

EBay Buyer Protection does not cover vehicles, real estate, websites and businesses for sale, advertisements, services, digital content, intangibles, and certain categories of industrial goods. You can find a complete list in the eBay Buyer Protection Policy.

Avoid payment disputes

To avoid payment disputes, you should always do the following:

  • Prepare detailed and correct offers.
  • Add several high-quality photos of your items to your offers.
  • Use a tracked shipping method so you can get proof of delivery.
  • Respond promptly to inquiries from buyers who contact you through eBay messages and do their best to resolve any issues.
  • Retain your communications and evidence using eBay tools.