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Start a return. The seller sent the wrong item, or This is all true, but only for items that are REALLY Not As Described. Whether you need to accept the return depends on their reason for opening the return. '&charset='+document.charset : (document.characterSet ? 01:47 PM 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 the item back. if (!document.MAX_used) document.MAX_used = ','; For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement, Buyers and sellers permit us to make final decisions about all cases, including appeals. You probably won't win, but if you don't call, the chance of you winning is ZERO. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. In the last two cases the buyer keeps the item and gets refunded. 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. Create a list of items the rule applies to. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" For example, you may have opted to automatically accept return requests. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. It may only be used to recoup losses when an item is returned used or damaged. if (document.context) document.write ("&context=" + escape(document.context)); It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. 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. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. Read our most popular questions and answers about handling return requests from your buyers. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. This feature may not be used to recoup market losses on items returned in the same condition or recoup return postage and restocking fees. 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. The item was forwarded as part of an eBay program such as: The buyer used third-party freight forwarding or mail redirection, The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher, The buyer didn't pay applicable customs fees or duties for any other reason, The item was not made available at the selected store, The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame, The item arrived with shipping cost still owing because the seller didn't apply enough postage, The buyer refused delivery for any other reason, The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. [CDATA[ Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 01:38 PM Create an account to follow your favorite communities and start taking part in conversations. I originally shipped the item via FedEx because it's cheaper for heavier items. Some have lost thousands. I feel that I am being totally screwed. 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. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. Tip I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. 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. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. Offer a partial refund The buyer will receive a partial refund, and they'll keep the item. 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. If the customer wants to return your item bad enough regardless of the real reason for the return. Buyers can find estimated delivery information in their Purchase history. Buyer is asking for a refund because he can't figure out how to use it. The authenticator's address will be provided to the seller in the Order details. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. A Not as Described case does not require you to return the item at your expense. The item in question is an electronic stabilizer with moving parts and motors. Otherwise you can consider this closed - nothing more for you to do. If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help. Many posts in here from sellers about this. Carefully check the returned item before issuing a refund. The seller may exclude original shipping costs from the refund. You don't accept returns in your policy, and the buyer changed their mind about a purchase. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. You'll also be responsible for covering return shipping costs. Most sellers don't understand this. When listing an item, it's important to includeyour return address. You can choose whether to accept returns if a buyer changes their mind about a purchase. Keep in mind that some returns can remain open for up to 35 business days. You can also open your Returns dashboard and select View return details from beside the case. When a seller opts to 'not accept returns' it can be a benefit to buyers. 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. As a buyer, for your transaction to be eligible for eBay Money Back Guarantee: As a seller, for transactions where eBay Money Back Guarantee applies: Eligible payment methods, excluded items, additional exclusions. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. 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. If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. I also sent the manufacturers specifications which show compatibility. If an item is being returned, the seller is responsible for return shipping. Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. They also state that they cant guarantee the condition of the item being returned. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. 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. var m3_u = (location.protocol=='https:'? How to go about returning an item when a seller doesn't accept returns? Just today I applied for a refund of an item that did not match the seller's description and I was immediately 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. 01:47 PM. Thank you very much for your help! See Partial refund guidelines. Since they refunded you right away, you aren't required to return the item. If the item is returned used or damaged, you will no longer be able to give a refund to the buyer even if you qualify to give partial refunds under ourseller protections. The return is treated as if the item didn't match the listing. 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. To maintain that trust, we expect all members to treat each other with respect. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. However, sellers cannot refuse REFUNDS. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. Just a heads up that you might want to to edit it for clarity. Ebay has a 30 day money back guarantee that is available on most all items sold here. @missjen316 wrote: Fit issues are not covered by the MBGs. If the seller is responsible for return shipping: Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on: The table below sets out which of these applies when determining the latest date to report an issue or request a return. 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. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. Returns not accepted is outdated online. Proof that the buyer collected the item Tip Your reply explains just the opposite. If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. The item was shipped and confirmed as delivered. Coverage, eligibility requirements, and exclusions. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); How is it a benefit? I just sell locally to avoid all shenanigans. You are not alone. 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. 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. Select the applicable selling categories. If the buyer is responsible, choose your return address from the dropdown menu. 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. When listing an item, it's important to include your returns address - opens in new window or tab. var m3_r = Math.floor(Math.random()*99999999999); The buyer requests a return in their My eBay and you'll be notified by email. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . Please use this in a story so everyone knows. The buyer returned the item used or damaged. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. document.write ("'><\/scr"+"ipt>"); But, yes, you get refunded and get to keep the item as well. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. And we had to let him. It's really gotten to the point of embarrassing on their part and they don't even realize it (or just don't care). 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. Select. If an item is returned used or damaged, it may be appropriate to give a partial refund. From my experience it does deter some buyers from initiating a return request. If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab. If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. 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. Now I just have to hope he actually sends back the keyboard instead of bricks. Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not meet their return requirements: 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 shipping costs. I stupidly forgot I had free returns on that listing, so I can't charge a restocking fee. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. How to give a partial refund after the item is returned. 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. Classic Ebay sneak move. Attach the label from your desktop or mobile device. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. You accept returns in your policy, and the buyer changed their mind about a purchase. 04-18-2022 This is a good option for low-value items. If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. In some cases, your response options may differ. 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. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Also a seller you are always going to have bad buyers here and there, its. The seller claims the item is not compatible with his mobile device. See our seller protection policy to find out how to qualify to give a partial refund. Something went wrong. If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. 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. You can't deduct the original shipping cost from any refund amount. 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. 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. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Both buyers and sellers must meet all applicable return requirements. If a seller loses a chargeback they may be eligible for payment dispute seller protections. They say, Buyer beware but what about the sellers? eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. The seller is required to respond and honor their returns policy. But I've never heard that automatically happens just because a seller doesn't offer returns. 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. No returns sellers can't "refuse" a SNAD. 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: . 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 . if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); You can also use this option if you want to offer to let them exchange the item. See Exclusions and special coverage.