It fixes posts like this one more often than it breaks them. Copyright 1995-2023 eBay Inc. All Rights Reserved. If the buyer reports that the item arrived damaged or doesn't match the listing description, you'll see different options for responding to the return. eBay Money Back Guarantee applies when: The buyer doesn't receive an item; The item received by the buyer doesn't match the listing, for example: . Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. '&charset='+document.characterSet : '')); Return shipping costs will be charged to the seller separately if: The seller authorized the buyer to use an eBay return label, or, eBay provided a return label to the buyer on the seller's behalf. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. Accept the return:The buyer will send the item back to you for a full refund. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. Either way this whole fiasco will cost me over $100, plus I'll have to refund the full amount even if he sends me back a box of feces. You'll also be responsible for covering return shipping costs. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. Sellers are required to deliver the item as it was described in the listing. I recently sold a dji osmo mobile on eBay, I specified no returns. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. For example, you may have opted to automatically accept return requests. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. If we're asked to step in to help, we may ask the buyer to return the item to you. I am not a professional seller, I just wanted to get rid of some of my old tech items and thought I could make some of my money back from the original purchase. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. 04-18-2022 var m3_r = Math.floor(Math.random()*99999999999); Read our most popular questions and answers about handling return requests from your buyers. Enter a Return Merchandise Authorization number, if you use them. Returns related questions? I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. This is the first time I have ever experienced an issue such as this. eBay closes the case. You have 3 business days to respond to the request and resolve the buyer's issue. Offer a replacement or exchange: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. If the seller (even one with a No Returns policy) demands a return, he does not have to refund until the disputed item is returned, although he may be required to pay for that return. When you receive an item that does not match the description or arrives broken the money back guarantee overrides any return policy the seller may have. They also state that they cant guarantee the condition of the item being returned. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns.. If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. Welcome to the Returns board! Most sellers don't understand this. When you open a return request because the item did not match the description the seller has the option of accepting your return and sending you a label OR of refunding you right away and not requiring a return. Whats the point of allowing me to choose no returns when they will side with the buyer when they are ignoring communication and theres no claim open??? But I certainly won't be surprised if I have to allow a return anyway. eBay may step in without the buyer asking if the seller didn't respond to the return request. If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. Tip This is a good option for low-value items. FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return shipping costs. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. 01:47 PM. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. If a seller loses a chargeback they may be eligible for payment dispute seller protections. This is at the seller's discretion. Select. If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. Both buyers and sellers must meet all applicable return requirements. Proof of delivery for returned items Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. There is no more seller protection. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); Create a list of items the rule applies to. I had a return request today for a shirt brand new with tags and the reason for the return request was does not fit. I was surprised they were even allowed to request a return since I specifically specified returns werent accepted. The item was shipped and confirmed as delivered. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. We described it as having a crack up top, the photos show it with a crack up top, and the buyer asked to return it because it has a crack up top. This can be useful when the buyer isn't completely satisfied with their purchase. But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a buyer. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. Yes I understand how a snad works. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. am I required to pay for shipping? However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. You can either: - accept the return and provide the buyer with a return label. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. If the seller hasn't responded or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. Answer (1 of 3): Sellers are not required to accept returns. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Buyer is asking for a refund because he can't figure out how to use it. If the purchase is covered by theeBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. Best practices for avoiding and handling issues with buyers, Your options for responding to a return request, Partial refund guidelines where the item is returned used or damaged, choose how you'll arrange for the item to be returned, How to give a partial refund after the item is returned. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. No returns cannot protect you if you did not describe the item properly, as eBay's buyer protection kicks in. For more information, see our, Any images added to a return request must be relevant to the return reason and comply with our, When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere, The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and, Signature confirmation, on items with a total cost of $750 or more. When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing. It may only be used to recoup losses when an item is returned used or damaged. IMO as a seller its always better to accept returns, as you then have some control. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. Open a Disput. a part of. The authenticator's address will be provided to the seller in the Order details. I was pointing out to OP, that no returns is a valid return policy on Ebay, which many sellers have & as long as their item is truly SNAD, it's acceptable to file a SNAD, but that it is not acceptable as an end-run around the policy, b/c they don't like the color, fit, etc. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. Items that display the Authenticity Guarantee - opens in new window or tab badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. Add a message to the buyer explaining why the refund wasn't full. Anyway, I dont accept returns but the buyer requested a return or partial refund. I agree it is very annoying they waited 23 days but they can claim they exhaustible try it to make it work and did not want to give up too fast. When the buyer opens a return request we'll notify you by email (to your registered email address) and througheBay Messages- opens in new window or tab. See Partial refund guidelines. What if any recourse do I have in this situation. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. This can be useful when the buyer ordered the wrong thing by accidentfor example, the wrong color or sizeand you'd like to offer them a gesture of goodwill. The buyer returned the item used or damaged. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. From my experience it does deter some buyers from initiating a return request. eBay may step in without the buyer asking, if the seller didn't respond to the return request. Its out of their hands at this point as the buyer filed the PayPal claim. i probably get osmo pocket instead." Trading Cards have a more limited return window. If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable). If the item is returned used or damaged, you may qualify to give the buyer a partial refund. But, yes, you get refunded and get to keep the item as well. Per the seller's return policy in the listing Ebay siding with buyers 99% of the time will eventually be the death of them, I guarantee it. When a buyer opens a return request, the funds related to the sale may be put on hold. See the table below for guidance on issuing a partial refund. However, sellers cannot refuse REFUNDS. When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Returns not accepted is outdated online. A few days later I receive a not as described PayPal claim. All you had to do was call eBay and it was done. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send . document.write ("-->, For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the, Signature confirmation, on orders with a total cost of $750 or more. Tip Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller. See our page on. For example, if an item arrived with a minor scratch but the buyer is happy to keep it. See our Partial refund guidelines for more details. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. document.write ('&cb=' + m3_r); You can choose whether to accept returns if a buyer changes their mind about a purchase. How to accept a return when the buyer changed their mind about a purchase. Shopping Cart Integrations ii. Your options for responding to a buyer's request depend on the reason they're returning the itemand the return policy you stated in your listing. Since they refunded you right away, you aren't required to return the item. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. Ebay has never been the best for buyer protection, my advice is make sure you note serials before sending off etc and be prepared to take returns even for BS reasons. In the wrong place? The buyer requests a return in their My eBay and you'll be notified by email. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Im on the phone with eBay seeing what if any options I have. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. [CDATA[ I'm done with Ebay. Refunds and billing for return shipping costs How do people alwats confuse this. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches . Whether or not a seller accepts returns they are always given the option to accept a return when a buyer opens a return request. Add a message to the buyer explaining why the refund wasn't full. Buyer takes blurry 1990s cell phone photo and returns a different item. Help for buyers and sellers. If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. If the customer wants to return your item bad enough regardless of the real reason for the return. You can't deduct the original shipping cost from any refund amount. if (document.context) document.write ("&context=" + escape(document.context)); The only difference between a seller whose policy is No Returns and a seller who accepts returns is who pays for the return shipping. I also sent the manufacturers specifications which show compatibility. The seller is required to respond and honor their returns policy. Buying on eBay is literally a licence to steal.. Ebay now excuses partial refund extortions by buyers. Tip Should I wait for the seller to contact me? If the item is returned used or damaged, you may qualify to give the buyer a partial refund. Select the percent you want to deduct from the refund amount. Had a buyer with a sub 5 single digit feedback in 5 years message me saying item was broken but before he leaves a feedback to send him partial refund and he'll keep it. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. Need to report a problem or not sure about the next steps? If we're asked to step in to help, we may ask the buyer to return the item to you. When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for: If we determine that the item was not successfully delivered or collected: Evidence of successful delivery I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the shipping service used, whether tracking is available to show the status of a shipment, a seller's extended return window, or other circumstances such as fraud, Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. Whether you're a buyer or a seller, check here to get started: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The seller claims the item is not compatible with his mobile device. Customer satisfaction is equally as vital to preserving a seller's performance status, which eBay keeps a close tab on. If the buyer does not ship the return by the specified date, eBay may close the return request. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. Tip '&charset='+document.charset : (document.characterSet ? In some cases, your response options may differ. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. Press question mark to learn the rest of the keyboard shortcuts. var m3_r = Math.floor(Math.random()*99999999999); While true, that I cannot refuse it, if I don't reply, Ebay would allow them to keep the item, but as long as I reply, I can & do require the item to be returned, as do all the no returns sellers I know. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); This can be useful when the buyer isn't completely satisfied with their purchase. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. If an item is being returned, the seller is responsible for return shipping. [CDATA[ Ebay has a 30 day money back guarantee that is available on most all items sold here. See Partial refund guidelines. They want to be like Amazon and just deal with wholesalers that import from overseas or high margin manufacturers that can sustain returns. Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when: Final sale definitions by product category, Trading Cards - opens in new window or tab, Luxury bags & accessories - opens in new window or tab. For example, you may haveopted to automatically accept return requests. Also a seller you are always going to have bad buyers here and there, its. You are the seller. This is all true, but only for items that are REALLY Not As Described. Enter the amount you wish to offer the buyer. document.write ("'><\/scr"+"ipt>"); Enter a return merchandise authorization number, if you use them. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send . '&charset='+document.charset : (document.characterSet ? if (document.mmm_fo) document.write ("&mmm_fo=1"); Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. Instead, I lost money and I got hosed over and over again because EBay doesnt back up the seller. //]]>-->,