When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. 01:38 PM 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. eBay may hold the return request open for up to 35 business days after the date the return was accepted. There's very little you can do, I've sold items as 'for parts or not working' before and had them returned after the buyer had failed a repair and made the item unrepairable. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. If you don't refund to the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. New comments cannot be posted and votes cannot be cast, The unofficial eBay subreddit. Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. Extremely frustrating. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. We'll then ask the buyer to post the item back to you within 10 business days. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Otherwise you can consider this closed - nothing more for you to do. The seller may exclude original shipping costs from the refund. You can't deduct the original shipping cost from any refund amount. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); Once you've accepted a return, the buyer should send the item back to you as soon as possible. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. If we don't see any indication that the item is on its way after 15business days, we may close the return and protect you from negative feedback. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. Currency exchange rate applied to refunds. It fixes posts like this one more often than it breaks them. A few days later I receive a not as described PayPal claim. In the last two cases the buyer keeps the item and gets refunded. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description, the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. If we're asked to step in to help, we may ask the buyer to return the item to you. You need to call ebay. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under our seller protections. The buyer requests a return in their My eBay and you'll be notified by email. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Simply put, your proof does not matter because they will make endless excuses about how it could be fake or not accurate. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. This is a good option for low-value items. If we're asked to step in and help, we may ask the buyer to return the item to you. //]]>-->, 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.". For a low value item not worth paying return shipping for some sellers will just refund in full. If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Thank you very much for your help! I received two return requests this evening. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. A delivery status of "delivered" with a receipt scan by authenticator; The recipient's address, showing the authenticator's address that matches the one found on the, The seller doesn't honor their stated returns policy, The seller doesn't offer returns or the return window stated in the listing has passed, The seller doesn't offer returns or the return window stated in the listing has passed, or, The buyer chooses to send an eligible item to the eBay vault, or, The buyer purchases an item that is currently stored in the eBay vault, The seller doesn't offer returns or the return window stated in the listing has passed, and, Check the seller's stated returns window in the listing, 2 business days after receiving the returned item, The seller's return address should be up to date in their, The seller must pay any applicable customs fees or duties on the returned item, When refunding the buyer, the seller must issue the refund through the return request on eBay, When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer, The buyer must return the item in the same condition in which it was received. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. On our second correspondence the buyer replied, "unfortunately doesn't work for me. Accept the return The buyer will send the item back to you for a full refund, including the original postage cost. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. When you agree to give the buyer their money back, or once you receive the returned item, you'll need to accept their refund request and give them the refund within 2 business days. Read our most popular questions and answers about handling return requests from your buyers. How to accept a return when the buyer changed their mind about a purchase. Open a Disput. Choose the item above to start resolving a return. document.write ("?zoneid=2"); 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??? Once you've accepted a return, the buyer should send the item back to you as soon as possible. In that situation I take photos and videos and share that with the buyer before I take it to a FedEx Business center and ask for a receipt of the drop off. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. Both buyers and sellers must meet all applicable return requirements. I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns). 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 seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Copyright 1995-2023 eBay Inc. All Rights Reserved. All you had to do was call eBay and it was done. All items included in the original package, Factory or vacuum seal must not be broken/opened (if applicable), Original tags included & attached (where applicable), Must include provided certificates of authenticity, grading, or appraisal, Factory or vacuum seal is broken/opened, but the item is still in its original condition, Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings, Significant signs of wear, or significantly different than how it was shipped to the buyer, Item is damaged, scratched, defective, or requires service or repair, Missing provided certificates of authenticity, grading, or appraisal, Opened items that cannot be resold (perishables, liquor, makeup), Sold multiple items but the buyer didnt return all of them, We can't determine that the item received by the buyer matches the listing description, You offer returns and your stated return window applies. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help. If a seller loses a chargeback they may be eligible for payment dispute seller protections. Eligible for coverage, when paid via eBay checkout: Additional exclusions and special coverage, including items with limited coverage. In some cases, we may automatically accept a return request on your behalf. You must meet the requirements specified in this policy, including taking action within the required time frames; You may not seek resolution for the same issue by, You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order, If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site, eBay gift card or eBay voucher or eBay Bucks, Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services), Real Estate, Websites, Businesses for Sale, Digital content, Intangible goods,Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs, Industrial equipment and heavy machinery (see, Motor vehicles, including recreational vehicles, aircraft and boats (see, Evidence of successful delivery to the address provided in the, The buyer will receive a refund for the full cost of the item and original shipping, and, The seller may be required to reimburse eBay for the amount of the refund. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. They want to be like Amazon and just deal with wholesalers that import from overseas or high margin manufacturers that can sustain returns. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. The buyer claims the item is not compatible with his mobile phone. There are four seller levels, Top-Seller Plus, Top Seller, Above Standard, and Below Standard. When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. Accept the return:The buyer will send the item back to you for a full refund (this may or may not include the original shipping costs). Here are some other helpful pages: When you create a listing, you'll add areturn policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. Extortion is now excusable as long as buyer mails you back anything including a brick. Give a full refund The buyer will receive a full refund, and they'll keep the item. document.write ("&loc=" + escape(window.location)); If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. You can either: - accept the return and provide the buyer with a return label. Ebay siding with buyers 99% of the time will eventually be the death of them, I guarantee it. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. 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. Attach the label from your desktop or mobile device. See Partial refund guidelines. eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. As a seller you are better off accepting returns, this way you can state what condition the item needs to be for a full refund. Add a message to the buyer explaining why the refund wasn't full. It may only be used to recoup losses when an item is returned used or damaged. This includes, but is not limited to: In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension. There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. You can choose to add a message to the buyer. They say, Buyer beware but what about the sellers? If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. document.write ("?zoneid=4"); The amount he wanted back was pretty much the whole amount once I deducted shipping. You don't accept returns in your policy and the buyer changed their mind about a purchase. Also this makes the process require the buyer send the item back instead of filing a claim. For most purchases, buyers are refunded to their original payment method. 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. When an item not as described claim is filed the seller is required to either pay for a return shipping label OR refund in full. You have 3 business days to respond to the request and resolve the buyer's issue. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. I have an email that I have never seen in my 20 years at eBay. I recently sold a dji osmo mobile on eBay, I specified no returns. For returns and exchanges less t Cars and other motor vehicles are typically high-value items, so we have some additional guidelines in place to make these transactions go smoothly and to protect our buyers and sellers. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. I stupidly forgot I had free returns on that listing, so I can't charge a restocking fee. Coverage, eligibility requirements, and exclusions. Choose the item above to start resolving a return. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. The seller sent the wrong item, or 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 the item is returned used or damaged, you may qualify to give the buyer a partial refund. There is no more seller protection. The seller claims the item is not compatible with his mobile device. You can choose whether to accept returns if a buyer changes their mind about a purchase. 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. I appreciate it. Whether or not a seller accepts returns they are always given the option to accept a return when a buyer opens a return request. You are not alone. 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.. Depending on your return policy, this may or may not include the original shipping cost. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. If I accept it, I can still require a return of the item & always do. if (!document.MAX_used) document.MAX_used = ','; If we don't see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. 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. This is all true, but only for items that are REALLY Not As Described. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. Yes I understand how a snad works. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. 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. You can also use this option if you want to offer to let them exchange the item. If we're asked to step in to help, we may ask the buyer to return the item to you. I originally shipped the item via FedEx because it's cheaper for heavier items. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Just a heads up that you might want to to edit it for clarity. When listing an item, it's important to includeyour return address. 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. Customer satisfaction is equally as vital to preserving a seller's performance status, which eBay keeps a close tab on. 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. 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. You can also find more information in our full article below. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. If we're asked to step in to help, we may ask the buyer to return the item to you. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. A dialogue will open as you type your search terms. Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. dewitt mi police officer fired,
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