If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) Returns should be sent with tracked shipping that can be independently validated. How do people alwats confuse this. Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when: Final sale definitions by product category, Trading Cards - opens in new window or tab, Luxury bags & accessories - opens in new window or tab. This is at the seller's discretion. 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. 2 business days after receiving the returned item. 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. You accept returns in your policy, and the buyer changed their mind about a purchase. 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. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing. If we're asked to step in to help, we may ask the buyer to return the item to you. Buyer takes blurry 1990s cell phone photo and returns a different item. 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. document.write ("?zoneid=2"); In some cases, eBay may automatically accept the return on the seller's behalf. While true, that I cannot refuse it, if I don't reply, Ebay would allow them to keep the item, but as long as I reply, I can & do require the item to be returned, as do all the no returns sellers I know. Once the seller has accepted the return, or 3 business days after the request date, 21 business days after the request date, if the seller never responded, 10 business days after the refund deadline has passed, if the seller is issuing a refund, Evidence that the buyer and seller have each met their, Whether the seller breached eBay policies when listing the item, Whether the item can be shipped back to the seller, The seller will be required to reimburse eBay for the amount of the refund, and, The buyer may not be required to return the item, If the seller doesn't offer returns, the buyer must request a return no later than 3 calendar days after the, If the seller offers returns, the buyer must request a return within the seller's stated return window, The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use, The buyer must request a return but may not be required to ship the item back to the seller. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. 04-18-2022 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. 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. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. You can see it on the listing if it qualifies. To maintain that trust, we expect all members to treat each other with respect. Tip If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Select. 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. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. If an authenticated item is eligible to be returned, the buyer will be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. Select your reason for the return. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. 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. I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. 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. A dialogue will open as you type your search terms. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. Anyway, I dont accept returns but the buyer requested a return or partial refund. For more information about buying and selling internationally, please see our policies on International selling and International trading. 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. See our page on. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. 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). Select. 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 probably get osmo pocket instead." The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" Please use this in a story so everyone knows. I received two return requests this evening. All you had to do was call eBay and it was done. There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. [CDATA[ eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. 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. How to accept a return when the buyer changed their mind about a purchase. This is a good option for low-value items. Some purchases inspected under Authenticity Guarantee are considered final sale. Both buyers and sellers must meet all applicable return requirements. This is a good option for low-value items. 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. 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. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. This is all true, but only for items that are REALLY Not As Described. document.write ("<\/scr"+"ipt>"); Im on the phone with eBay seeing what if any options I have. Whether you're a buyer or a seller, check here to get started: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Buyer's expect returns. I put "no returns" on all my listings simply for those who are unaware of eBay's leanings on the topic. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. 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. Keep in mind that some returns can remain open for up to 35 business days. See our Partial refund guidelines for more details. See our Partial refund guidelines for more details. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. Its visible in my pictures even though I didnt see it nor did the buyer. 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. You can also open your Returns dashboard and select View return details from beside the item. Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. And we had to let him. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. Tip Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. 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. 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: . In most instances, we will notify buyers and sellers with an, Open duplicate claims using other resolution methods, or, Engage in fraudulent or abusive buying behavior, or, Colluding with a seller to wrongly declare an item's value for customs, Filing a chargeback after receiving a refund, Claiming an item was not received when there is proof of delivery to the address provided on the, Falsely claiming an item was not as described, Opening duplicate cases using other buyer protection programs, Returning an item other than the original item received, Using or damaging an item and then returning it, We may provide buyers and sellers with access to each other's contact information in accordance with our, eBay Money Back Guarantee is not a product warranty, For items shipped through the Global Shipping Program, the program's, In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. if (document.mmm_fo) document.write ("&mmm_fo=1"); 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). 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. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. 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. But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a buyer. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. Carefully check the returned item before giving the refund. 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. 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. 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. [CDATA[ Copyright 1995-2023 eBay Inc. All Rights Reserved. eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. See Exclusions and special coverage. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features, or losing seller protections. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. 04-18-2022 eBay may hold the return request open for up to 35 business days after the date the return was accepted. The itemwas collected by a third party on behalf of the buyer, Withdrawal of the items in your Collection when stored in the eBay vault. Learn more about our. The buyer claims the item is not compatible with his mobile phone. 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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. Preventing returns is about more than protecting the seller rating and feedback score. It's become so bad that it's the topic of memes and the punchline of jokes. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. On the next page you'll see the refund amount. - edited Tip. 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 . I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. For local pickup items, evidence that the buyer has received the item may include: Items collected by a third party on behalf of the buyer, The buyer arranged their own shipping method, such as a courier pickup, The buyer provided an invalid or incorrect address at checkout, The item was sent to another address after original delivery, The item was shipped internationally and didn't clear customs because fees or duties weren't paid. Many sellers have a no returns policy, which is perfectly VALID on Ebay, b/c their category gets a lot of returns for fit, changed mind, didn't like the color, etc. But I certainly won't be surprised if I have to allow a return anyway. They also state that they cant guarantee the condition of the item being returned. 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. For example, you may have opted to automatically accept return requests. 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 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 didn't 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 don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. Ebay has a 30 day money back guarantee that is available on most all items sold here. eBay closes the case. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. When listing an item, it's important to includeyour return address. 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. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. Give your rule a name and then select Save and turn on. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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. 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. For a low value item not worth paying return shipping for some sellers will just refund in full. Press question mark to learn the rest of the keyboard shortcuts. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". Otherwise you can consider this closed - nothing more for you to do. 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. Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller. Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing. If we're asked to step in and help, we may ask the buyer to return the item to you. On the next page you'll see the refund amount. if (document.context) document.write ("&context=" + escape(document.context)); I recently sold a dji osmo mobile on eBay, I specified no returns. The seller is required to respond and provide a solution to the buyer's issue. The buyer reports that the item hasn't arrived or was not available for collection, The seller responds to the buyer's report. document.write ("&loc=" + escape(window.location)); We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Select your carrier and enter the tracking number. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. See Evidence of successful delivery to the authenticator below. 01:39 PM. Now, even clear cases of buyer's remorse are allowed to return. 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. IMO as a seller its always better to accept returns, as you then have some control. Choose the item above to start resolving a return. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. ("free returns" or "buyer pays"). Read our most popular questions and answers about handling return requests from your buyers. if (!document.MAX_used) document.MAX_used = ','; 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.
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