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Something went wrong. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. You can even notate it in your description when you list anything that might be wrong with the item. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. This may sound like overkill to you, but stay with me while I explain! 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. Say something like: There is a scratch on the back, please see photo #9 for details. You can also open your Returns dashboard and select View return details from beside the item. The eBay Money Back Guarantee is not a product warranty. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. 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. You'll receive the return shipping label credit on your monthly invoice. It is in the return interface, as the seller reports a buyer for being a bad buyer. 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. 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. where! It is best to have a plan for such shrinkage just as any brick-and-mortar business does. Take great pictures! EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. ", Apparently they did research ("By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV"). Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. 'Sitting duck' eBay sellers take a stand against the scammers Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" 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 a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per 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. What does the eBay Money Back Guarantee cover? Examples of alternative shipping arrangements. Read the complete details about the eBay Money Back Guarantee. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. Check out this video to understand how dimensional weight is measured when shipping. When the seller replies, we'll send you an email with details of the next steps. In this case, I just try to do damage control. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Return shipping for buyers | eBay Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. 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. Item not as described but seller refuses to refund - eBay (oh and that happened b.c ppl would send it back stating wrong size). No. This will help make you a top seller and keep money in your pocket! You don't accept returns in your policy, and the buyer changed their mind about a purchase. If you return the item used, damaged, missing parts, or if it gets damaged during return shipping, the seller may deduct an amount from your refund to cover the loss in the item's value. Take a front, back, side, and inside view of your item. We've outlined your response optionsbelow. 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 the buyer put in a formal return request, you can accept the return, send them a shipping label, and wait for the item to get back to you. 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. You might be asking, Do private sellers have to accept returns? The answer is No. I have maintained a 100% seller rating for years. 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. So what happens if your eBay item is not as described? Another measure to cover yourself in the rare instance you get a return request. When your return request is accepted, we'll send an email to your Messages - opens in new window or tab with the subject "Send the item back". . The seller was not accurate and now the seller or ebay wants to give me my money or item. If the buyer is responsible, choose your return address from the dropdown menu. View cart for details. 1. - edited If you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing. Send you a message The seller may ask you for some more details about your return request. In some cases, your response options may differ. 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 lash back at them rudely, it will be much harder to work together to resolve the dispute. This is the plan of action I take with the few requests that I get for a return and 9/10 times, eBay sides with me. Why was my refund less than the amount I paid? eBay Buyer Protection for Buyers Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case The unofficial eBay subreddit. 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. Accept the return:The buyer will send the item back to you for a full refund. The buyer is responsible for return postage costs. A dialog will open as you type your search terms. Message 3 of 7 latest reply 1 Helpful Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. NOTICE: 3D glasses are all different and must have a compatible TV set to work. Offer customers 30 day refund policy because EBay is always going to side with customers. eBay Exporter of the Year was a great success! Not to do partial returns So what do you do when a buyer says item not as described? We'll then ask the buyer to ship the item back to you: Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. You won't be able to re-open the request once it's closed. interesting we just share whats worked for us and we have given partial refunds, weve never lost a shipping claim because of our pictures, and we dont accept returns. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. Is there anything you can do? How to Set up Your Shipping Options: First Steps, Learn more how to set up return options in Sell Your Item form, Learn more how to set up two basic return rules, Learn how to set up advanced return rules, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to Set up Your Shipping Options: Step-by-step Guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Changes to VAT import regulations for the EU in 2021, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. How to deal with "Item not as described" returns that are not valid. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. If you havent received an item, we usually refund your money immediately via PayPal. We'll automatically close a return request if there's been no activity. 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. This months episode of the eBay Seller Spotlight podcast is live! If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. My desire is that they get more than they are expecting! Normally the seller sends a return label and refunds upon return of item, provided, one, payment was made by a method that gives buyer protection in eBay and two, the item is returned in same condition as was supplied. We guarantee that you will get the item you ordered or get your money back. Returns cannot be closed at the request of a seller. Research your model before purchasing this because there will be no returns for buying the wrong item. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. If you bought it over eBay and it isn't right, it's the seller's problem not yours. 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. What if the seller doesn't offer returns? If you choose to use your own carrier, we recommend using a tracked service. There's no way around losing an Item Not As Described case. Copyright 1995-2023 eBay Inc. All Rights Reserved. Refund the buyer and get the item back. Ifyou use an eBay returns label, tracking details areautomatically uploaded. More shipping tips from your fellow sellers! Practical tips for processing and managing your inventory, Tune in to hear sellers Ryan and Alli explain their popular YouTube strategy, Tune in for tax tips for small businesses, Start your small business with a strong plan, Tune in for a sellers experience buying and selling the contents of foreclosed storage units, Check out this eBay Open Keynote and learn more about eBay for Charity. If the problem is small, I take advantage of the eBay partial refund policy. ), How This SAHM Made $1,000 In Her First Month Flipping Used Items, How I Quit My Job To Flip Flea Market Stuff Full-Time. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Buyer pays for return postage: . They sent a photo with the item label-side down and when I asked to flip it over and send the correct photo requested, they said "Darn! - edited 114K subscribers in the Ebay community. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. So the lesson here is folks, if you buy something and you don't feel like paying for it, say the item is 'not as described', harass the seller into submission, if that doesn't work, eBay will either force the seller to refund it or Ebay will give you your money back! 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. 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. We'll review your case and contact you within 48 hours. 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. You have 3 business days to respond to the request and resolve the buyer's issue. PDF Seller Protections: We Have Your Back. - eBay Inc So I take photographs of all of the items that I ship so I can use it as evidence that I packaged the item sufficiently. 07-05-2020 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. We protect ourselves! If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution Center so that we can help you. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Learn more about our Condition of returns policy. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Spread the word, we know how to break the . Holiday shipping is now in full swing, check out these helpful shipping tips! Check out our FREE intro Workshop! Noin line with 'ebay reality' it works .more like THIS as posted upthread>>>>>>>>Still, it wouldn't really matter what you put in the description. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Having good Terms & Conditions is just one more measure that I put into place to make sure that things are laid out very clearly with my return policy and other things that can come up with a buyer of my items. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. What does the eBay Money Back Guarantee cover? I'd really like another option. 09:33 AM, @orangehoundIf you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. On the next page you'll see the refund amount. This is just one more way to protect myself against a refund request for Item not as described. Insurance through Fedex and UPS is pretty reasonable: $1 per $100 in coverage. I also had a listing that was marked as parts only returned as defective? All Rights Reserved. Listen to this weeks podcast to hear sourcing methods from a seller! You also agree to the eBay Money Back Guarantee terms in instances when you don't issue a refund in a timely way for returned items. nirE troP ,naM fo elsI. Just go to the ResolutionCenter and let us know. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. How to Win at eBay: Returns - Ken Rockwell I pretty much do the same thing every time. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. The seller has 3 business days to get back to you. moment, Oh, Ship! 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. 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. Shipping has definitely been delayed with everything going on. It covers purchases paid with PayPal and most other electronic payment methods. How To Handle Global Shipping NOT AS DESCRIBED Returns ( Please Read 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. There are two categories of return requests from customers: 1. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. Its always good to see where eBay stands with the case before you contact the buyer back. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. 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. We guarantee that you will get the item you ordered or get your money back. Read the complete details about the eBay Money Back Guarantee. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. Some people think private sellers have to accept returns and this is just not the case. Whether you need to accept the return depends on their reason for opening the return. 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. Having an accurate listing description is so important, especially if you are selling used items like I am.