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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. Refunds and billing for return shipping costs 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. I just sell locally to avoid all shenanigans. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) Keep in mind that some returns can remain open for up to 35 business days. No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. 01:47 PM. As you may already know or will find out after watching this . You are the seller. Now I just have to hope he actually sends back the keyboard instead of bricks. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. The seller is required to respond and honor their returns policy. Your reply explains just the opposite. You can choose whether to accept returns if a buyer changes 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). Enter a return merchandise authorization number, if you use them. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. 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 Money Back Guarantee covers most transactions on eBay. New comments cannot be posted and votes cannot be cast. Thank you very much for your help! You are not alone. No returns sellers can't "refuse" a SNAD. To maintain that trust, we expect all members to treat each other with respect. The seller is required to respond and provide either tracking information, delivery updates, or a refund. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. if (document.context) document.write ("&context=" + escape(document.context)); 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 our seller protections. There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. 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. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches . If we don't see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. 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. What in the actully insanity is this? Buyer Return Request for "Doesn't Fit" - What are the policies? //]]>-->, 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.". Should I wait for the seller to contact me? It may only be used to recoup losses when an item is returned used or damaged. 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. Whether or not a seller accepts returns they are always given the option to accept a return when a buyer opens a return request. Preventing returns is about more than protecting the seller rating and feedback score. '&charset='+document.charset : (document.characterSet ? document.write ("Solved: How to go about returning an item when a seller do - The In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the shipping service used, whether tracking is available to show the status of a shipment, a seller's extended return window, or other circumstances such as fraud, Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. 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. Buyer takes blurry 1990s cell phone photo and returns a different item. See our page on. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. Well which one is it? The amount he wanted back was pretty much the whole amount once I deducted shipping. Whether you need to accept the return depends on their reason for opening 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. See Partial refund guidelines. document.write ("&loc=" + escape(window.location)); 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. When a seller opts to 'not accept returns' it can be a benefit to buyers. am I required to pay for shipping? 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. Some have lost thousands. 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. Answer (1 of 15): You get a refund. eBay may step in without the buyer asking, if the seller didn't respond to the return request. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. If you're responsible for return shipping. Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option. Currency exchange rate applied to refunds. Per the seller's return policy in the listing I've tried sending messages, and all he says is "it doesn't work". As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. 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. I am not a professional seller, I just wanted to get rid of some of my old tech items and thought I could make some of my money back from the original purchase. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Here you can discuss returns with other members. 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. eBay Money Back Guarantee policy This dragged out the process, caused unnecessary stress and confusion. Tip 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. So let me get this straight? 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. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. 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: . 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. For more information about buying and selling internationally, please see our policies on International selling and International trading. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); 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). Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. It may only be used to recoup losses when an item is returned used or damaged. 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. How do I know that he did not damage this item in the 20 plus days that it has been in his possession since purchasing it? The buyer requests a return in their My eBay and you'll be notified by email. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. 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. I have a chrome plugin that replaces buyer with seller and seller with buyer. This feature may not be used to recoup market losses on items returned in the same condition or recoup return postage and restocking fees. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. 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. The buyer returned the item used or damaged. A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the, Signature confirmation, on orders with a total cost of $750 or more. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. Sorry if these are easy answers, I've never done this before! IMO as a seller its always better to accept returns, as you then have some control. 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. The authenticator's address will be provided to the seller in the Order details. 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. Select your reason for the return. Read theSeller protections policyto find out how to qualify to issue partial refunds. You can see it on the listing if it qualifies. How to return an item on eBay if the seller is refusing to accept the Buyer is asking for a refund because he can't figure out how to use it. 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 . From my experience it does deter some buyers from initiating a return request. This is a good option for low-value items. 04-18-2022 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. 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. If we're asked to step in and help, we may ask the buyer to return the item to you. 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. Its out of their hands at this point as the buyer filed the PayPal claim. 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. A Not as Described case does not require you to return the item at your expense. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Answer (1 of 3): Sellers are not required to accept returns. eBay may step in without the buyer asking if the seller didn't respond to the return request. How to go about returning an item when a seller doesn't accept returns? If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. Enter the amount you wish to offer the buyer. 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). To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. How to accept a return when the buyer changed their mind about a purchase. Tip Coverage, eligibility requirements, and exclusions. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. 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. If you offered free shipping, you'll need to refund the buyer the full amount of the item. Need to report a problem or not sure about the next steps? 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. Many posts in here from sellers about this. Annoying isnt it. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. eBay closes the case. [CDATA[ 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. Select. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. Customer satisfaction is equally as vital to preserving a seller's performance status, which eBay keeps a close tab on. 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. Return an item for a refund | eBay And we had to let him. 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. Returns cannot be closed at the request of a seller. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. You can also open your Returns dashboard and select View return details from beside the case. 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. How to give a partial refund after the item is returned. 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. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. 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. This is a good option for low-value items. However, sellers cannot refuse REFUNDS. 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. This is the first time I have ever experienced an issue such as this. 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. 04-18-2022 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've outlined your response optionsbelow. https://thelawdictionary.org/article/how-to-file-an-out-of-state-small-claims-suit/. 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. Our video below also shows the steps you can take to offer a partial refund on eBay. How to issue a partial refund after the item is returned. We'll then ask the buyer to post the item back to you within 10 business days. New comments cannot be posted and votes cannot be cast, The unofficial eBay subreddit. If we're asked to step in to help, we may ask the buyer to return the item to you. am I required to pay for shipping? The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. You can also find more information in our full article below. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. The above applies whether or not a seller accepts returns. For most purchases, buyers are refunded to their original payment method. If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. 01:38 PM The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. 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. See our Partial refund guidelines for more details. We require all of the following to prove a successful return delivery: If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive. eBay Seller Told She Must Accept Returns for SNAD Claims - [!SiteTitle] 04-18-2022 Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. 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. I.E. Anyway, I dont accept returns but the buyer requested a return or partial refund. var m3_u = (location.protocol=='https:'? This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. But once . If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. View basket for details. The seller responds to the buyer's request. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. On Wednesday September 18, 2019 the buyer requested a return despite the fact that I had specified no returns in the listing. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. 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. Carefully check the returned item before giving the refund. You can see it on the listing if it qualifies. Buyer's expect returns.