This can be useful when the buyer isn't completely satisfied with their purchase. Its out of their hands at this point as the buyer filed the PayPal claim. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. document.write ("&loc=" + escape(window.location)); Tip 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. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Some returns may remain open for up to 35 business days. I was not trying to show how it 'benefit a buyer". 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. 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. I quit selling on EBay for this reason. 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. Eligible sellers may be able to deduct an amount from the refund if an item is returned used or damaged (see Partial refund guidelines below). 04-18-2022 If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. 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. Well which one is it? I denied the request, now Im pretty much waiting for negative feedback :(. 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. Refunds and billing for return shipping costs Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they: A buyer may not seek resolution for the same transaction under more than one buyer protection program. You accept returns in your policy, and the buyer changed their mind about a purchase. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). Should I wait for the seller to contact me? You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. if (document.context) document.write ("&context=" + escape(document.context)); Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. Our video below also shows the steps you can take to offer a partial refund on eBay. 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.. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. You need to call ebay. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Thank you very much for your help! If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. Whether you need to accept the return depends on their reason for opening the return. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. In some cases, eBay may automatically accept the return on the seller's behalf. 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. 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. 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. 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. Whats the point of allowing me to choose no returns when they will side with the buyer when they are ignoring communication and theres no claim open??? The buyer returned the item used or damaged. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. Simply put, your proof does not matter because they will make endless excuses about how it could be fake or not accurate. If we're asked to step in and help, we may ask the buyer to return the item to you. 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 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. 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 I accept it, I can still require a return of the item & always do. Create a list of items the rule applies to. On Wednesday September 18, 2019 the buyer requested a return despite the fact that I had specified no returns in the listing. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. 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.. I feel that I am being totally screwed. If we're asked to step in to help, we may ask the buyer to return the item to you. 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. Tip. Proof that the buyer collected the item if (document.referrer) document.write ("&referer=" + escape(document.referrer)); If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. I have a chrome plugin that replaces buyer with seller and seller with buyer. Return an item for a refund | eBay 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. Carefully check the returned item before issuing a refund. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. 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. For a low value item not worth paying return shipping for some sellers will just refund in full. , 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.". Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. Return shipping costs will be charged to the seller separately if: The seller authorized the buyer to use an eBay return label, or, eBay provided a return label to the buyer on the seller's behalf. Also this makes the process require the buyer send the item back instead of filing a claim. You must meet the requirements specified in this policy, including taking action within the required time frames; You may not seek resolution for the same issue by, You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order, If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site, eBay gift card or eBay voucher or eBay Bucks, Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services), Real Estate, Websites, Businesses for Sale, Digital content, Intangible goods,Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs, Industrial equipment and heavy machinery (see, Motor vehicles, including recreational vehicles, aircraft and boats (see, Evidence of successful delivery to the address provided in the, The buyer will receive a refund for the full cost of the item and original shipping, and, The seller may be required to reimburse eBay for the amount of the refund. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. Also this makes the process require the buyer send the item back instead of filing a claim. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer canask us to step in and help. If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. 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 the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. 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. Something went wrong. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. 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. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. 04-18-2022 You have 3 business days to respond to the request and resolve the buyer's issue. For returns and exchanges less t To maintain that trust, we expect all members to treat each other with respect. Tip Open a Disput. Accept the return The buyer will send the item back to you for a full refund, including the original postage cost. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. Evidence of successful delivery to the authenticator 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. Please use this in a story so everyone knows. 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. You can also find more information in our full article below. Once you've accepted a return, the buyer should send the item back to you as soon as possible. '&charset='+document.characterSet : '')); What is defined as damaged, faulty or how it is described can be completely different things to different people. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Up until fairly recently, eBay would close a case quick if it was clearly a case of buyer's remorse. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. In the last two cases the buyer keeps the item and gets refunded. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction. This is a good option for low-value items. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); if (!document.MAX_used) document.MAX_used = ','; But I've never heard that automatically happens just because a seller doesn't offer returns. As you may already know or will find out after watching this video that it simply doesnt matter. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. When listing an item, it's important to include your returns address - opens in new window or tab. 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. SeePartial refund guidelines. 01:47 PM. Sorry if these are easy answers, I've never done this before! How to issue a partial refund after the item is returned. This is the first time I have ever experienced an issue such as this. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. eBay may step in without the buyer asking, if the seller didn't respond to the return request. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. You have 8 calendar days to review the return reques t and take action. //]]>-->,