A chargeback occurs when a buyer contacts their debit or credit card issuer to dispute a transaction with the Pro Seller. Chargebacks can generally be prevented by ensuring your listing information and photos are accurate. Although it's uncommon, if you have a problem with an item after a sale, try to work it out with the buyer in a calm, respectful way. In most cases, they'll be open to finding a solution. Learn more about Refunds.
However, a chargeback can occur for many reasons, such as:
- They didn’t receive their item.
- They received an item that doesn’t match the description in your listing.
- They didn’t recognize the transaction.
- They were charged more than once for an item.
Responding to a Chargeback
Typically a chargeback is due to customer dissatisfaction with an item. Chargebacks are designed in this way to protect customers from unscrupulous Pro Sellers. When you sell through OfferUp, we will communicate directly with our payment processor to dispute chargebacks. Our collective success in disputing chargebacks depends on your cooperation.
When a buyer files a chargeback, we will notify you via email and charge you for the amount of the transaction we previously disbursed to you (excluding sales tax and OfferUp’s final value fee). We will also provide you with information about how you can assist OfferUp in disputing the chargeback. You will have 5 calendar days to provide us with evidence against the buyer's claim. OfferUp will submit any relevant information to the card issuer to dispute the claim. If the card issuer decides in your favor, we will release the previously charged amount back to your Pro Seller balance. If the card issuer decides in the buyer's favor, the funds will not be returned to your Pro Seller balance.
OfferUp may conduct additional investigations into your account if multiple chargeback claims are filed, and may take additional action including but not limited to account restrictions, cancellation of orders, removal of listings, or monetary losses. For more information, please see our Terms of Service.