When a buyer opens a return request the funds related to the sale may be put on hold. document.write ("?zoneid=4"); The seller may exclude original shipping costs from the refund. When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing. See Evidence of successful delivery to the authenticator below. They want to be like Amazon and just deal with wholesalers that import from overseas or high margin manufacturers that can sustain returns. To maintain that trust, we expect all members to treat each other with respect. To offer a replacement or alternate item: How to give a partial refund when the item is returned in a different condition. eBay closes the case. 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 our seller protections. 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 (document.referrer) document.write ("&referer=" + escape(document.referrer)); This is all true, but only for items that are REALLY Not As Described. 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. Keep in mind that some returns can remain open for up to 35 business days. A few days later I receive a not as described PayPal claim. Depending on your return policy, this may or may not include the original shipping cost. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. 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. 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. If an item is returned used or damaged, it may be appropriate to give a partial refund. Create an account to follow your favorite communities and start taking part in conversations. There are four seller levels, Top-Seller Plus, Top Seller, Above Standard, and Below Standard. No support for sellers in these cases. 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. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. [CDATA[ You have 3 business days to respond to the request and resolve the buyer's issue. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Withdrawals may be covered separately by the eBay vault. You can see it on the listing if it qualifies. if (document.mmm_fo) document.write ("&mmm_fo=1"); 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. 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. //]]>-->, 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.". For most purchases, buyers are refunded to their original payment method. You can either: - accept the return and provide the buyer with a return label. 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 (document.mmm_fo) document.write ("&mmm_fo=1"); You probably won't win, but if you don't call, the chance of you winning is ZERO. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Offer a partial refund The buyer will receive a partial refund, and they'll keep the item. I feel that I am being totally screwed. 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. Eligible for coverage, when paid via eBay checkout: Additional exclusions and special coverage, including items with limited coverage. New comments cannot be posted and votes cannot be cast, The unofficial eBay subreddit. However, sellers cannot refuse REFUNDS. The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later. Choose the item above to start resolving a return. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. See the table below for guidance on issuing a partial refund. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. It does not sound as if you are likely to hear anything more from the seller and that they refunded because the cost of shipping it back was more than they wanted to pay. For returns and exchanges less t The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Returns not accepted is outdated online. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency. As a no returns seller, I still get the option to accept a SNAD. 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. Buyer's expect returns. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. I have a chrome plugin that replaces buyer with seller and seller with buyer. In some cases, we may automatically accept a return request on your behalf. If we're asked to step in to help, we may ask the buyer to return the item to you. Answer (1 of 3): Sellers are not required to accept returns. Buyers can always submit a return request, even if your returns policy says you don't accept returns. When listing an item, it's important to includeyour return address. But once . If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. 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. Shopping Cart Integrations ii. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. On our second correspondence the buyer replied, "unfortunately doesn't work for me. eBay Money Back Guarantee covers most transactions on eBay. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. 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. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Trading Cards have a more limited return window. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. 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. A dialogue will open as you type your search terms. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. How to accept a return when the buyer changed their mind about a purchase. New comments cannot be posted and votes cannot be cast. Proof of delivery for returned items You have 8 calendar days to review the return reques t and take action. 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. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. 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? Fill in the total refund amount (s) and the return reasons. No returns sellers can't "refuse" a SNAD. 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. if (document.context) document.write ("&context=" + escape(document.context)); if (document.referrer) document.write ("&referer=" + escape(document.referrer)); Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. It's really gotten to the point of embarrassing on their part and they don't even realize it (or just don't care). If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. 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. Many posts in here from sellers about this. If an item is being returned, the seller is responsible for return shipping. I agree it is very annoying they waited 23 days but they can claim they exhaustible try it to make it work and did not want to give up too fast. 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. If we're asked to step in to help, we may ask the buyer to return the item to you. What in the actully insanity is this? var m3_u = (location.protocol=='https:'? You have 3 business days to respond to the request and resolve the buyer's issue. Returns not accepted is outdated online. 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. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. The buyer requests a return in their My eBay and you'll be notified by email. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. As long as your return policy was "no returns"--and I mean, right under the item price where the return policy is, it says "no returns", you don't have to accept the return. It may only be used to recoup losses when an item is returned used or damaged. I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. Returns cannot be closed at the request of a seller. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Your reply explains just the opposite. document.write ('&cb=' + m3_r); 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. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. 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. https://thelawdictionary.org/article/how-to-file-an-out-of-state-small-claims-suit/. When a seller opts to 'not accept returns' it can be a benefit to buyers. You can also use this option if you want to offer to let them exchange the item. If the buyer is responsible, choose your return address from the dropdown menu. Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. 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. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. 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. Please use this in a story so everyone knows. I'm done with Ebay. If you're responsible for return shipping. You can also find more information in our full article below. Read theSeller protections policyto find out how to qualify to issue partial refunds. Buyers can find estimated delivery information in their Purchase history. You are the seller. 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. Preventing returns is about more than protecting the seller rating and feedback score. This is the loophole. The amount he wanted back was pretty much the whole amount once I deducted shipping. Now I just have to hope he actually sends back the keyboard instead of bricks. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. Extortion is now excusable as long as buyer mails you back anything including a brick. Please read the rules - https://old.reddit.com/r/Ebay/about/rules/, Press J to jump to the feed. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. But I've never heard that automatically happens just because a seller doesn't offer returns. On the next page you'll see the refund amount. Sellers are required to deliver the item as it was described in the listing. 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? Since they refunded you right away, you aren't required to return the item. 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. Select your reason for the return. Select. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. var m3_r = Math.floor(Math.random()*99999999999); 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); On the next page you'll see the refund amount. It may only be used to recoup losses when an item is returned used or damaged. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab. The seller sent the wrong item, or I report him immediately and call CSR. Tip 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. The buyer claims the item is not compatible with his mobile phone. Most sellers don't understand this. If I accept it, I can still require a return of the item & always do. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. 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. '&charset='+document.charset : (document.characterSet ? We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. I stupidly forgot I had free returns on that listing, so I can't charge a restocking fee. Customer satisfaction is equally as vital to preserving a seller's performance status, which eBay keeps a close tab on. Select. That decision is for him to be allowed to return it. My post was to the OP, not you. 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. This is a good option for low-value items. 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: . Help for buyers and sellers. See our page on. 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 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. The buyer reports that the item hasn't arrived or was not available for collection, The seller responds to the buyer's report. Welcome to the Returns board! How is it a benefit? Per the seller's return policy in the listing Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. Both buyers and sellers must meet all applicable return requirements. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. You can also open your Returns dashboard and select View return details from beside the case. Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. I.E. 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. a part of. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". Should I wait for the seller to contact me? 2 business days after receiving the returned item. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) We'll then ask the buyer to post the item back to you within 10 business days. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. 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. Whether you need to accept the return depends on their reason for opening the return. It is possible that they hit the wrong button and did not mean to refund you immediately - but if they do contact you and tell you something like that then just ask them to send you a return shipping label. 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 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. 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. You can choose to add a message to the buyer. Extremely frustrating. This is the first time I have ever experienced an issue such as this. Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. 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. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". 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. If the seller (even one with a No Returns policy) demands a return, he does not have to refund until the disputed item is returned, although he may be required to pay for that return. What if any recourse do I have in this situation. Copyright 1995-2023 eBay Inc. All Rights Reserved. How to give a partial refund after the item is returned. Give a full refund The buyer will receive a full refund. 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.. 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. Select the applicable selling categories. 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. Give a full refund The buyer will receive a full refund, and they'll keep the item. This is a good option for low-value items. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. The item was shipped and confirmed as delivered. Some purchases inspected under Authenticity Guarantee are considered final sale. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. 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. 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. 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.