You accept returns in your policy and the buyer changed their mind about a purchase. Add a message to the buyer explaining why the refund wasn't full. 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. When a seller opts to 'not accept returns' it can be a benefit to buyers. 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. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. I waited a week and called eBay to close the request as obviously the buyer is ignoring it and my money is on hold and was told that they would step in and make a decision. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. 01:38 PM Carefully check the returned item before giving the refund. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. var m3_u = (location.protocol=='https:'? As long as your return policy was "no returns"--and I mean, right under the item price where the return policy is, it says "no returns", you don't have to accept the return. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. Our video below also shows the steps you can take to offer a partial refund on eBay. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. If an item is returned used or damaged, it may be appropriate to give a partial refund. 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. You can also find more information in our full article below. IMO as a seller its always better to accept returns, as you then have some control. No returns sellers can't "refuse" a SNAD. Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund. 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. 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. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. 04-18-2022 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. No support for sellers in these cases. If you have not had to deal with this in the past count your blessings as you got away with something that almost nobody else has except the Chinese (who they have so many partnerships with they will NEVER do anything to hurt them) and the select few very large . Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. '&charset='+document.charset : (document.characterSet ? Something went wrong. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. @missjen316 wrote: Fit issues are not covered by the MBGs. 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. All you had to do was call eBay and it was done. Once you've accepted a return, the buyer should send the item back to you as soon as possible. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. I denied the request, now Im pretty much waiting for negative feedback :(. See our page on, Would you like us to help with an open return request? I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. 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. 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. Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. See Evidence of successful delivery to the authenticator below. 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. Choose the item above to start resolving a return. Otherwise you can consider this closed - nothing more for you to do. 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. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. 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. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. But I certainly won't be surprised if I have to allow a return anyway. 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. Need to report a problem or not sure about the next steps? am I required to pay for shipping? Should I wait for the seller to contact me? If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay. Copyright 1995-2023 eBay Inc. All Rights Reserved. - edited Should I wait for the seller to contact me? If the seller ignores the return request I know that in some cases ebay will refund on their behalf without requiring a return. The buyer requests a return in their My eBay and you'll be notified by email. Returns related questions? 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 ourseller protections. The item was shipped and confirmed as delivered. Returns cannot be closed at the request of a seller. Tip 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. Just a heads up that you might want to to edit it for clarity. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. Save the label to your desktop or mobile device. 01:47 PM. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. If it has been less than 3o days since delivery, go to the Resolution Centre at the bottom of most eBay pages. 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. 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. 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. 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.. The buyer reports that the item hasn't arrived or was not available for collection, The seller responds to the buyer's report. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. Select. Answer (1 of 15): You get a refund. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. See Partial refund guidelines. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Please read the rules - https://old.reddit.com/r/Ebay/about/rules/, Press J to jump to the feed. Start a return. //]]>-->, 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.". Buying on eBay is literally a licence to steal.. Ebay now excuses partial refund extortions by buyers. 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. The seller is required to respond and honor their returns policy. This is the first time I have ever experienced an issue such as this. When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. 04-18-2022 If the item is damaged while it's being returned to you, you may qualify to give them a partial refund. FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. And frankly, I'm 100% okay with that. 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. 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. Extortion is now excusable as long as buyer mails you back anything including a brick. 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. 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. - edited '&charset='+document.characterSet : '')); This dragged out the process, caused unnecessary stress and confusion. As you may already know or will find out after watching this video that it simply doesnt matter. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); 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 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 our seller protections. i probably get osmo pocket instead." 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. Refunds and billing for return shipping costs Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Give your rule a name and then select Save and turn on. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); You are not alone. I recently sold a dji osmo mobile on eBay, I specified no returns. When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. 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 you do not accept returns, eBay will force you to accept any item not as described return case even if there really isnt a problem with the item itself. 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. On Wednesday September 18, 2019 the buyer requested a return despite the fact that I had specified no returns in the listing. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. Extremely frustrating. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option. If we're asked to step in and help, we may ask the buyer to return the item to you. If asked to step in tohelp, we may ask the buyer to return the item to you if any of the following apply: If we're asked to step in and help, you will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. I appreciate it. How do people alwats confuse this. For example, you may have opted to automatically accept return requests. document.write ("?zoneid=4"); document.write ("&loc=" + escape(window.location)); If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. For more information about buying and selling internationally, please see our policies on International selling and International trading. 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. New comments cannot be posted and votes cannot be cast. This is a good option for low-value items. On the next page you'll see the refund amount. 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. 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. And we had to let him. When listing an item, it's important to includeyour return address. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. See ourpartial refund guidelines. document.write ("?zoneid=2"); 01:47 PM You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. 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. As you may already know or will find out after watching this . eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. 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. Per the seller's return policy in the listing 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. 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. eBay may hold the return request open for up to 35 business days after the date the return was accepted. It does not sound as if you are likely to hear anything more from the seller and that they refunded because the cost of shipping it back was more than they wanted to pay. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. If asked to step in and help, we may ask the buyer to return the item to you if any of the following apply: If we're asked to step in and help, you will no longer be able to issuea refundeven if you qualify to give partial refunds under our seller protections. If we're asked to step in to help, we may ask the buyer to return the item to you. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. You can also open your Returns dashboard and select View return details from beside the case. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. Whether you need to accept the return depends on their reason for opening the return. You can't deduct the original shipping cost from any refund amount. You can choose whether to accept returns if a buyer changes their mind about a purchase. Press question mark to learn the rest of the keyboard shortcuts. This can be useful when the buyer isn't completely satisfied with their purchase. eBay may step in without the buyer asking if the seller didn't respond to the return request. In the wrong place? Returns not accepted is outdated online. But we don't get back the cost of shipping originally eBay has made big strides in treating buyers fairly in recent years, at least compared to where they were around the start of the decade, but this decision is among the worst. Many posts in here from sellers about this. Evidence of successful delivery to the authenticator Read our article on, Need help with return shipping? I recently asked eBay this exact same question. Once you've received the item, you have 2 business days to review and give a refund, or ask eBay to step in and help. Proof of delivery for returned items The return is treated as if the item didn't match the listing. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. We'll then ask the buyer to ship the item back to you: Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. We'll then ask the buyer to post the item back to you within 10 business days. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. Most sellers don't understand this. 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. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. A Not as Described case does not require you to return the item at your expense. You accept returns in your policy, and the buyer changed their mind about a purchase. 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. 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. For example, if an item arrived with a minor scratch but the buyer is happy to keep it. I also sent the manufacturers specifications which show compatibility. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. This is at the seller's discretion. 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. But, yes, you get refunded and get to keep the item as well. When the buyer opens a return request we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. Its out of their hands at this point as the buyer filed the PayPal claim. 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No returns means that when a buyer files an item not described, and the seller refuses the return, the buyer gets refunded AND gets to keep the item. In some cases, your response options may differ. It fixes posts like this one more often than it breaks them. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. View basket for details. 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. 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. [CDATA[ I just sell locally to avoid all shenanigans. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". 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 . 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. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned.
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