You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Regardless of the outcome, will the buyer be able to leave negative feedback? resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. How they can respond depends on the reason for your return: Accept your return request and offer a full refund You'll return the item and the seller will then issue a full refund depending on their returns policy, this may or may not include the original shipping cost. If they are rude or threatening to you, do not retaliate. The eBay Money Back Guarantee is not a product warranty. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. You can't deduct the original shipping cost from any refund amount. Read the complete details about the eBay Money Back Guarantee. See details. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. 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. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. A buyer insists the item was not as described in order to force a return. Many buyers only make purchases from sellers that offer a returns policy. You do not have to be in a hurry when you receive the item to refund them. Something went wrong. How you request the return depends on how you bought them. 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 havent received an item, we usually refund your money immediately via PayPal. If the seller is responsible for return shipping, its important that they cover the costs. A strong shipping strategy is key for a successful holiday. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. If the buyer is responsible, choose your return address from the dropdown menu. You accept returns in your policy, and the buyer changed their mind about a purchase. I am a buyer. Whether you need to accept the return depends on their reason for opening the return. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. 1. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. The seller was not accurate and now the seller or ebay wants to give me my money or item. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. In such cases, the responsibility for the costs of the return is according to the sellers policy. Welcome to the Shipping board! You always want to do your part to keep that communication open and positive with the buyer, even if they are upset and not doing the same with you. 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. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. 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, Increase sales with eBay's Global Shipping Program, Check out this video to understand how dimensional weight is measured when shipping. We'll automatically close a return request if there's been no activity. Today I am going to share with you 10 tips to protect yourself as a seller and decrease your eBay return requests. You won't be able to re-open the request once it's closed. Simply print the label on normal paper and tape it to the package. 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). Youll need to ship the item back before the date stated in this email. eBay will always side with the buyer of a damaged item. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Let the seller know how they can help resolve the problem. When listing an item, it's important to include your returns address - opens in new window or tab. 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. What if the seller doesn't offer returns? Examples of alternative shipping arrangements. A dialog will open as you type your search terms. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. 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? On the next page you'll see the refund amount. 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. If, after a few days, youre not happy with the sellers resolution, were here to help. This will definitely help any return request case that comes your way and a good habit to get into. I know it won't make you feel better - but there is no way around getting stuck paying the shipping both ways for a Not As Described claim unless you are a top rated seller, regardless of the validity of the claim and what the buyer says in messages separate from the return request. 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. 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. 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. Refund the buyer and get the item back. Disclaimer. When he sent back the photographs of the damage to the cook top, I could see that the straps he used were not the same as the ones I had shipped it with. Is there anything you can do? The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesnt match the listing description. 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. But it is. 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. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. Take good photos with good lighting from every angle. Within our return policy, we state that return shipping is paid by the buyer. 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. Your email address will not be published. Copyright 1995-2023 eBay Inc. All Rights Reserved. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. Anytime you use an eBay return shipping label, returns are shipped by either USPS First-Class or Priority Mail, depending on the items cost, package weight, and delivery time. I always encourage our members to use those photos! 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 Business Equipment Purchase Protection. Buyer pays for return postage: . 01-08-2020 Once you've accepted a return, the buyer should send the item back to you as soon as possible. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. You might be asking, "Do private sellers have to accept returns?" The answer is No. If the return request is for Item not as described, I get them to let me know why they think it is not as described. There are several ways you can send an item back to the seller. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. FREE Workshop How To Turn Your Passion of Flipping Items Into A Profitable Reselling Business, How This Mom QUIT HER JOB To Flip Items Full-Time (And Was Able To Pay Off $12K Of Debt In 5 Months! 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. NOTICE: 3D glasses are all different and must have a compatible TV set to work. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. If your item hasnt arrived, or isnt as described,let the seller know. Escalate to eBay if you don't reach a resolution within 3 business days. eBay Business Equipment Purchase Protection. Read our article on, Need help with return shipping? Research your model before purchasing this because there will be no returns for buying the wrong item. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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. Oh, Ship! When the seller replies, we'll send you an email with details of the next steps. The seller will also pay for return shipping. Offer a replacement item. If you add these tips in your listings, 9/10 times eBay will side with you in the event you get a request to return an item. Seller with 11000 feedback. 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. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. I decided to refund them if they smashed the (computer component) item and sent a photo showing the label side up so I could confirm it was the one I sold. View cart for details. What does the eBay Money Back Guarantee cover? eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Here's how you can protect yourself as a buyer: If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center. If you dont ship the item back by that date, we may close your request and you will not receive a refund. Depending on your return policy, this may or may not include the original shipping cost. Check out how to file a damage claim with FedEx if your item gets damaged. I dont have to pay to get the item back and the person is happy because I resolved their problem. There are two categories of return requests from customers: 1. See the table below for guidance on issuing a partial refund. You can choose whether to accept returns if a buyer changes their mind about a purchase. Here's how to print an eBay return shipping label: Go to Purchase history . 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. When I have photographs of how I shipped my item, I will have those as proof. Report the buyer when you issue the refund through the eBay returns flow 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. View cart for details. I can only put it in the listing. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Spread the word, we know how to break the . If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. In this case, I just try to do damage control. If we're asked to step in to help, we may ask the buyer to return the item to you. How to issue a partial refund after the item is returned. Youll hear from us within 48 hours. When a buyer opens a return request the funds related to the sale may be put on hold. Check out this video to understand how dimensional weight is measured when shipping. Out of most of the reasons a buyer can choose for requesting a refund, "item not as described" is probably one of the worst offenses when it comes to eBay. 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 you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. If you offered free shipping, you'll need to refund the buyer the full amount of the item. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? If you take these 10 tips and add these policies to your listings, you will keep your buyers happy and satisfied and almost all but eliminate returns! 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.
