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I don't plan on stopping any time soon. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. Some returns may remain open for up to 35 business days. It may only be used to recoup losses when an item is returned used or damaged. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. Once you request a return, the seller should get back to you within 3 business days. Pay attention to anything you may have listed in your description as a defect, scuff, scratch, and make sure you take a good close up picture of that area. There are two categories of return requests from customers: 1. Were not perfect and we can make mistakes. If you dont ship the item back by that date, we may close your request and you will not receive a refund. (2) One does not activate this seller protection by calling customer service. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. The eBay Resolution Centre is at the bottom of this page. 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. Do I need to pay extra for the eBay Money Back Guarantee? Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. What Do You Do? How to issue a partial refund after the item is returned. Its very, very important to take photographs for your records both using freight and Fedex and UPS. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. How to use your eBay earnings to purchase shipping labels. Do not give a refund without getting the item back! I do not have to accept returns on any item with this box checked, unless the buyer specifically states Item not as described. If the buyer puts in a return request with the Item not as described as the reason, it DOES NOT mean that I automatically have to accept a return of the item. If you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing. Get in the habit of getting information from your buyer for reasons they are returning. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. I threw everything away". Choose Print label. Ebay sides with buyers in not as described claims. Well send an email to your Messages - opens in new window or tab with the subject line Send the item back with all the details of your return request. After all, I paid for the insurance right? Offer customers 30 day refund policy because EBay is always going to side with customers. In the rare instance, this can happen. So having a returns policy can give you a competitive advantage. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. If your item hasnt arrived, or isnt as described,let the seller know. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. eBay Exporter of the Year was a great success! Print an eBay return label Tip If you're responsible for return shipping. Always, always be nice! Having an accurate listing description is so important, especially if you are selling used items like I am. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case However, it does happen and when it does, I have to deal with it as best as I can. When the seller replies, we'll send you an email with details of the next steps. Ebay sides with buyers in not as described claims. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. See details. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. They sent a photo with the item label-side down and when I asked to flip it over and send the correct photo requested, they said "Darn! Noin line with 'ebay reality' it works .more like THIS as posted upthread>>>>>>>>Still, it wouldn't really matter what you put in the description. This is just a third reminder that I will not be accepting returns and will help the buyer to be more sure about themselves when they purchase the item. Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. Copyright 1995-2023 eBay Inc. All Rights Reserved. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Ninety percent of people will just not think to call them and fight it. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. Traditional APIs: Orders, resolutions and feedback, eBay APIs: Talk to your fellow developers, RESTful Sell APIs: Account, Inventory, Catalog and Compliance, RESTful Sell APIs: Marketing, Analytics, Metadata, Post Order APIs - Inquiry, Case Management, Reminder: Spring Seller Check-In is tomorrow, Tune in to part two of our series on listing myths, Check out this weeks podcast episode and learn how to handle angry customers, Maximize your eBay sales over Februarys biggest holidays. When youre responsible for return shipping costs and you're using an eBay return label, we deduct the amount from your refund. Before you can send an item back to the seller, youneed to start a return. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Something went wrong. Here are the main reasons you might ask us to step in and help on a return: Don't leave it too long to ask us to step in and help. Read theSeller protections policyto find out how to qualify to issue partial refunds. A buyer insists the item was not as described in order to force a return. 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. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. Research your model before purchasing this because there will be no returns for buying the wrong item. Help for buyers and sellers. If the seller doesn't respond or you're unable to resolve the issue with them, you can ask us to step in and help. Disclaimer. Do I need to pay extra for the eBay Money Back Guarantee? 01:47 PM If the seller is responsible for the return shipping costs, they'll let you know how they wantthe item to be sent back to them. Returns cannot be closed at the request of a seller. 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. 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. Ready to start making a good side income from flipping? Whenever I get a return request, I always send a message to the buyer apologizing for any inconvenience and then I take the approach to get information so I can help them. I have no problem refunding the items if returned in the original condition, but feel I should not have to pay to have them returned to me nor should I refund the original shipping (which is true and not inflated). No. 09:33 AM, @orangehoundIf you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" Do not refund until your item is back to you. Being faced with a return request can be very intimidating. Learn more about our Condition of returns policy. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. Make sure to follow our, The seller hasn't responded to your return request after 3 business days, The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label), You returned the item and it's been delivered back to the seller, but they haven't processed a refund after 2 business days. So, one item that we remembered have sent back (fortunately it was only from Canada), we had to request (all of these were steps from eBay reps) a quote from buyer for return shipping. 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). If they are rude or threatening to you, do not retaliate. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. Practical tips for processing and managing your inventory, Tune in to hear sellers Ryan and Alli explain their popular YouTube strategy, Tune in for tax tips for small businesses, Start your small business with a strong plan, Tune in for a sellers experience buying and selling the contents of foreclosed storage units, Check out this eBay Open Keynote and learn more about eBay for Charity. To request a return, select the item you want to send back from your recent purchases above, or use the button below. Find the item under Returns and canceled orders. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. I am asking fellow sellers what you do in a case like this: An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. In such cases, the responsibility for the costs of the return is according to the sellers policy. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. If you haven't received your item, or the item is not as described, we'll refund your purchase price plus original shipping on virtually all items. So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. Some business equipment categories that may be covered by the. 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. And this is my fault? I have reported the buyers, but I still have all 12 returns counting against me. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. Your email address will not be published. If you get in the habit of taking great pictures and as many pictures as possible, when faced with an Item not as described, no returns case with eBay and they see you have it notated and photographed, the chances are better that they will side with you. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. I am a buyer. 09:32 AM You know its interesting that the post I read before yours says All Rights Reserved. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. I'd really like another option. The seller will be required to send you return shipping (a label if he is in Canada, money (usually by Paypal) if he is elsewhere. Received a damaged item with a missing part. 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. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". If your item hasnt arrived, or isnt as described,let the seller know. If you return the item used, damaged, missing parts, or if it gets damaged during return shipping, the seller may deduct an amount from your refund to cover the loss in the item's value. If they say they will side with you, you will be able to relay that information to the buyer that it was clear in the listing and that you will not be accepting the return for that reason. Car & Truck Safety & Security Accessories, Best practices for avoiding and handling issues with buyers, Help a buyer with an item they didnt receive, Your options for responding to a return request, asking eBay to step in and help for sellers, choose how you'll arrange for the item to be returned, you provide non-eBay return labels and upload tracking, How to issue a partial refund after the item is returned, Are you a buyer looking to return an item? This may sound like overkill to you, but stay with me while I explain! Just go to the ResolutionCenter and let us know. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Their listing states they do not accept returns. See our Partial refund guidelines for more details. 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. This was one of those times I was pretty happy I had taken photographs while I was packing it. 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 or defects. In this case, I just try to do damage control. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. Another sale previously had the buyer claim an item was defective when I know it was not. nirE troP ,naM fo elsI. I have learned that none of my items are shipped without insurance. ", Apparently they did research ("By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV"). If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Something went wrong. We'll review your case and contact you within 48 hours. Let the seller know how they can help resolve the problem. You are sure the item wa. Something went wrong. If you're not using an eBay return shipping label, make sure you use a tracked service and add the tracking number to your return request. Read the complete details about the eBay Money Back Guarantee. Why didn't you check the size before ordering? . Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. Required fields are marked *. Even if the dispute is clearly on their end, it is always best to keep good communication with them and always take the approach that you want to help to resolve the issue. Thats the great thing about implementing these tips. 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. If the item has been returned to the seller and they haven't given you a refund after 2 business days, you can ask eBay to step in and help. Please read the rules When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. If you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. When a buyer opens a Not As Described case, the sellers options are few. Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, can increase the conversion rate of your listings by up to 25%*. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. You want to have all of your bases covered and be very detailed and specific about anything that could possibly be wrong with your 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. Car & Truck Safety & Security Accessories, Returns, missing items, and refunds for buyers, How to print an eBay return shipping label, If the seller is paying for return shipping, how to print an eBay return shipping label, Select the shipping carrier from the dropdown list. It was an auction that I won. When you create and turn on return rules, you agree to the eBay Returns Terms. Offer a replacement item. Its always good to see where eBay stands with the case before you contact the buyer back. There are two categories of return requests from customers: 1. This happens more often than not. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. EBay gives you the opportunity to add 12 photos to your listing. When your return request is accepted, we'll send an email to your Messages - opens in new window or tab with the subject "Send the item back". Learn more about our Condition of returns policy. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. When you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 2 business days. Offer you a partial refund and let you keep the item This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill say if you ordered the wrong thing by accident. When you start selling on Ebay, decide if you are willing to take returns at all. Many buyers only make purchases from sellers that offer a returns policy. Make a point to take action on your listings to avoid unwanted returns. Examples of alternative shipping arrangements. 01-08-2020 If the buyer put in a formal return request, you can accept the return, send them a shipping label, and wait for the item to get back to you. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . I will ask them if they want to keep the item and I will give a partial refund with Paypal for X amount. We've outlined your response optionsbelow. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. If it is a lame reason (and sometimes it is! Once you've accepted a return, the buyer should send the item back to you as soon as possible. 2022 Flea Market Flipper. You can always report the buyer later for misusing the MBG. This months episode of the eBay Seller Spotlight podcast is live! Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. I sent him a message apologizing and requesting more information and photographs of the damage. Many eBay sellers accept returns if you've changed your mind. I can only put it in the listing. Even if you specify no returns accepted, under the eBay Money Back Guarantee, the buyer can still return an item if it doesnt match the listing description. Escalate to eBay if you don't reach a resolution within 3 business days. Refund the buyer and get the item back. Read our most popular questions and answers about handling return requests from your buyers. This is how it is and one of the risks of doing business on eBay. Does the tracking number show it was delivered? 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. The buyer is responsible for return postage costs. If the expected shipping charges cost more than the expected refund or the refund value of a replacement or exchange, an eBay return shipping label wont be available. If you send out an item and it gets to your buyer damaged and you dont have insurance, you WILL BE refunding the cost of the item! Take great pictures! They claim they are not responsible for damage during shipment, and imply that I lost the part. If you know me, you know Im not one of those people. There's no way around losing an Item Not As Described case. It sucks , but ebay says its your fault and buyers can return for an reason. As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. And dont waste time taking packaging pictures Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Buyers can always submit a return request, even if your returns policy says you don't accept returns. See how to check the status of your return. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. They will just accept that they are not covered and walk away. Good luck and sorry you encountered this circumstance. In this case, I have a trackable eBay message from the buyer for the reason and eBay will review those emails and almost 100% will side in my favor. The condition of the returned item is important, so repack it carefully. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. But if anything goes wrong, the eBay Money Back Guarantee is here to make sure you get the item you ordered or get your money back. See Partial refund guidelines. If the problem is small, I take advantage of the eBay partial refund 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. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. Too many of those and their returns ability will be hindered. If you havent received an item, we usually refund your money immediately via PayPal. 114K subscribers in the Ebay community. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. I grew up in Central Florida and have lived here my whole life. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. See the table below for guidance on issuing a partial refund. It will also help you with Ebay if you should get a return request and they see that this was in three different places in your listing. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. Say something like: There is a scratch on the back, please see photo #9 for details.