Something went wrong. When the buyer opens a return request we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. See the table below for guidance on issuing a partial refund. With this selected, I am giving a clear eBay return policy. Pay attention to anything you may have listed in your description as a defect, scuff, scratch, and make sure you take a good close up picture of that area. But if anything goes wrong, the eBay Money Back Guarantee is here to make sure you get the item you ordered or get your money back. NOTICE: 3D glasses are all different and must have a compatible TV set to work. Here you can discuss all things shipping with other members. So it is in your best interests to avoid these cases by offering a more buyer-friendly return policy if you continue selling on eBay. If it is a lame reason (and sometimes it is! Regardless of the outcome, will the buyer be able to leave negative feedback? I am asking fellow sellers what you do in a case like this: An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV but failed to mention that it really wasn't. If you have a complaint item not as described and you dont accept returns for a reason that is mentioned in your listing, eBay will side with you and you are in a position not to accept the return. My desire is that they get more than they are expecting! Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. Returns happen. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) The eBay Money Back Guarantee is not a product warranty. To request a return, select the item you want to send back from your recent purchases above, or use the button below. Tip 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. Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. You are describing the old rules the rules changed a few months ago. 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. If, after a few days, youre not happy with the sellers resolution, were here to help. If you are scared to start eBay because of the fear of returns, dont be. Since last Fall, a Top Rated Seller does not need proof. Whenever an item that I ship is damaged, I put in a claim with the carrier. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. Open a case and try to work things out with the seller. Select View return details. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. The eBay Resolution Centre is at the bottom of this page. 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. Covers your purchase price plus original shipping on virtually all items. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? Make sure to follow our, The seller hasn't responded to your return request after 3 business days, The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label), You returned the item and it's been delivered back to the seller, but they haven't processed a refund after 2 business days. 1. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. You can also start a return request from your Purchases in My eBay. See our page on, Would you like us to help with an open return request? 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. 2. You can choose to add a message to the buyer. In this case, I just try to do damage control. Tip If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. 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? You are sure the item wa. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. After refunding a couple buyers for items that were damaged and not insured, I learned pretty quickly that the extra few dollars in insurance was well worth it. Add a message to the buyer explaining why the refund wasn't full. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If you want to start your own business, the reseller business model can be a great place to start. Ifyou use an eBay returns label, tracking details areautomatically uploaded. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. - edited How to use your eBay earnings to purchase shipping labels. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. We protect ourselves! For example, you may haveopted to automatically accept return requests. Copyright 1995-2023 eBay Inc. All Rights Reserved. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. I also had a listing that was marked as parts only returned as defective? Too many of those and their returns ability will be hindered. Still, it wouldn't really matter what you put in the description. How to issue a partial refund after the item is returned. 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. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. Keep in mind that on eBay, it is seller beware, not buyer beware. How to Win at eBay: Returns - Ken Rockwell I don't like to report people but feel I have no option here and the buyer really has violated policy by claiming the items were not as described and defective. How to handle a return request as a seller | eBay Sorry it happened to you , but ebay does not care about us sellers. Read our article on, Need help with return shipping? PDF Seller Protections: We Have Your Back. - eBay Inc Does the tracking number show it was delivered? This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. 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 you offered free shipping, you'll need to refund the buyer the full amount of the item. Another measure to cover yourself in the rare instance you get a return request. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. If you know me, you know Im not one of those people. The carrier will then go and pick up the damaged item and do its own investigation of the damage. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. When you start selling on Ebay, decide if you are willing to take returns at all. You might be asking, "Do private sellers have to accept returns?" The answer is No. When being faced with paying return shipping on an item thats not as described, I always give the buyer the option to keep the item with an offer to refund part of their money. If you've sold on ebay long enough you've had this happen. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. How To Handle Global Shipping NOT AS DESCRIBED Returns ( Please Read When you want to return an item using alternative shipping arrangements, and the seller is responsible for the return shipping charges, you'll need to work with the seller to agree on the shipping service and cost before returning the item. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. It was an auction that I won. (2) One does not activate this seller protection by calling customer service. We'll review your case and contact you within 48 hours. Say something like: There is a scratch on the back, please see photo #9 for details. At any rate, there is no such policy as "no returns" when a buyer files a not as described case, even if they make everything up. I find that if an item sells once, it will again. 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. Your item didn't match the listing, or it arrived faulty or damaged. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. Here's how: If you had already asked eBay to step in, you'll see 'case' rather than 'request'. You dont need a special printer or self-adhesive labels when printing return shipping labels. where! See our page on. Now of course, if a TRS abuses this protection (examples are in the FAQ of the link I posted above), then they will be removed from this benefit, so it is to the benefit of the TRS to be clear about why they are exercising the protection. 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. When the seller accepts your return request, youll either receive a return shipping label from eBay or the seller, or youll be asked to purchase a label directly from a carrier. You can still close it if things are resolved. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing.
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