Can't really disclose but I can say it's not 11st. But it's top 3 marketplaces in malaysia. 11st is protecting the seller at least with that system. If a customer did not confirm purchase within a period of time, it will be automatically confirmed so that only the money will go to the seller.
Yes, we just received the dispute from marketplace saying this customer did not receive any of the items he purchased. The marketplace said the customer has the right to file for dispute to bank from 180 days -365 days. That's very absurd  all I know Was that this customer bought in July and filed dispute in Nov-Dec. Is this logical/reasonable amount of time for the customer to realize ? 

Bank who initiate the claim is cimb. The scammer used cimb cc for purchase. This is my guess only or unless he could go to any bank to initiate the dispute ? I am dealing with the marketplace so all the info Regarding this customer is non disclosure.

Unfortunately as mentioned earlier, I can say I  lost all the important evidences. Only screenshots of receipts as proof of. Collection. As for BNM, do I still stand a chance to report with them. I just finished drafting my police report. It is painstaking since I need to squeeze the juice out of my brain to remember all the details of dealing between the scammer and I 

I am interested to know about your whole story on how to happened so i can give you some valid points to claim from.

Only the credit card issuer can claim disputes. This, is CIMB in your case.

File a report to BNM as well and cc a copy to CIMB.

JULY 4TH- initially this customer made a staggering amount at our company website using cc before raya. Out payment gateway emailed us to take precaution of this customer due to this high amount. My company did not have a team or any expertise in handling fake cc verification therefore we decided to cancel his orders. I called his cc card number but not reachable. The secondary number is callable though. A chinese lady picked up the phone stating that his boss(cc holder) would like to purchase several electronic items for raya to his employees. She seemed pretty genuine from the sound of it and i assisted her to go to this marketplace. I was greedy since who didnt want a sale becoz i could have asked her to go to outlet but the sale would be mine from the marketplace. Marketplace has verification team so even if the cc is fake, they would reject it. The lady's orders went through and total 5.

On the same day itself, this lady had been texting via wechat about the orders and everything. Our company was based in ipoh and we had outlets in kl. she said his boss has company in ipoh, melaka and kl. she was in kl and her boss in melaka. I asked why his boss never answered calls, she said he was busy and she was the one to do the ordering on his boss behalf (already sounds fishy as i typed however i never would thought this all that time) Her orders consisted of items that were available in ipoh and She was begging me to allow her for self collection becoz her boss needed the items before the raya holiday and the courier has stopped delivering. So i let her to self collect 3 items at kl outlet. I asked her to bring receipts (i found this out later, that she printed the receipts from marketplace) and to give me her ic. She told me she wouldnt be collecting. She has a malay employee and i pass the info to the sales person on duty. The sales person checked everythinh including ic and receipts, everything was right and passed the items to the malay. Later i received a call from this lady saying thank you that she has gotten the items

JULY 5TH- the lady still has 2 items. There is no more courier and she has asked me pass it to her at ipoh nearby after working hour. She said a man (forgotten this man relationship with them, relative/employee.. Its been too long) will be collecting on behalf. My colleague and i drove to that destination and waited for him. He called my number saying he has reached. He took notice of me immediately since i was carrying smtg. (Actually from here, i have almost forgotten the scene... Trying my best to remember) i gave him the items with the receipts in envelope. He said he will pass to the lady or smtg like that (no stranger becoz who would have accepted anything if he was not notified earlier). Well i only realised i had forgotten to do the most important thing - I DID NOT ASK FOR HIS SIGNATURE/DETAILS TO PROVE HE HAS TAKEN THE ITEMS-DUMBEST THING EVER !!! 😞

Conversation between me and the lady stopped since her orders were fulfilled

JULY 12TH - made another order. This time i told her that no more self collection. She said ok but must change the shipping address. It was stated first to melaka but said would be better to ship to KL (have forgotten almost all the reasons she gave)
I changed the shipping address without notifying the marketplace (AGAIN MY BAD !!! Most of the time i never done this coz customers would tell to marketplace instead directing with me). The parcel reached and was signed by another name. The name, address, signature was diff but the telephone remained in the shipping address.

Conversation ended. No longer in contact. Marketplace has certified all orders made by her/boss delivered. Payment made to my company

DEC 15TH - starting to get pic from marketplace to ask me for proofs of delivery for these orders. I failed to provide since most of it deleted and those i provided were not strong enough

(Investigation has started for this case...)

MARCH 2017 - marketplace said since i couldnt present solid proofs, all orders will be charged bk and deduct from the next settlement.

Of coz i couldnt diam diam and pay back easily so i went on checking and digging bk proofs

Some details/evidence i got
- this cc holder filed to bank that he never received all the items
- the malay guy that was asked to collect at kl was actually not an employee. I contacted him since he wrote his name, ic and telephone on the receipt. He said he was a passer by and was dragged by this lady. He said she was begging her to collect coz she didnt bring ic. This malay guy agreed to help and gave her his details. She gave 4 receipts (4 orders) to him. These receipts were printed out from his/her account. It wasnt really an actual receipt but can be considered since it stated the items and quantities purchased. 2 copies receipts were screenshot by my sales person

Basically i lost all my solid proof to fight back. But here's the full story of it.
That pretty sums up the whole thing. U can say i am tge dumbest ever living person for not keeping the proofs. I can say the amount will be burned...

Sorry for the long story and my english. It went bk to school since i started working ><

Update : the matketplace has charged back us fully without prior notice and has only given us 1 week to find the proofs.

Suggest to make police report as this is related to criminal case involving of commercial cheating.

[UPDATE] Police report lodged. However, scammer couldnt be traced without actual ID and Name. Advised to lodge report to BNM. Marketplace isnt cooperating and not sharing the details of the dispute from the issuer bank. Or issuer bank didnt send any details or black & white to them  Is this even possible ? A dispute claim without proper details, IC and Name ?

How could they can't give the information when the police is investigating?

May you upload your plice report? You can't just report by specifying your case. In your report, you need to "press" to let police opens file and investigate on this matter.

Then, they will pass your case to commercial crime department and they will investigate.

Yup oledi passed to commercial crime. I gave my statement to the sarjan for almost 4 hours. He said i broke records for writting 4 pages report. That marketplace said they didnt have any black and white or ic of the disputer from the issuer bank. Not sure how possible since if bank chargeback u need to receive their B&W clear details.

Now i will direct BNM. Marketplace cannot be trusted

wah...
which market place so teruk 1..

earn commission from seller,
yet ask seller bear all the responsible...

what a great way to leech money from both shopper and merchant side...

Update

BNM advised to seek issuer bank cru unit. Cru unit said cannot attend the case becoz the merchant is a 3rd party. Police report has to be lodged by marketplace bcoz they were the one dealing the charge back n payment. Statement proving payment received and being chargeback has to be provided by marketplace in the report.

Anyway, marketplace refused to do so because they have no reason to do so. They cant provide statement becoz issuer bank hasnt charge back. The merchant has been charged but they were not charge back by issuer bank yet. Market place is holding merchant's money saying no solid proof provided that items were delivered.

Will lodge a police report against marketplace and CIMB as advised by BNM

You attended physically to BNM or via e-mail or phone?

Your case is so complicated and can't understand the part of marketplace and merchant.

There is none, even those famous one worldwide like braintree and stripe also dont bear that.

Just to provide a closure and update, my case has been resolved with justice being served and to our favour. Thank you.

Please keep us updated your case.

About the ECC code, regardless the info is saved or no, all payments must be directed to such website to enter code. If there is no, the system provider or payment processor should be liable for fraud case.

Please query this info as well to check the ECC code if that was sent or entered by the buyer.

Please provide more info how it was resolved?

Actually, we just emailed to the merchant as per forumer's advise here to question back on the details of transaction etc. Then after months of waiting, the amount was debited back to us. We were not informed of the investigation details or outcome from their side. Thanks.

Great.... Hopefully the scammer get caught ya!