It covers purchases paid with PayPal and most other electronic payment methods. This will definitely help any return request case that comes your way and a good habit to get into. If you know me, you know Im not one of those people. You accept returns in your policy, and the buyer changed their mind about a purchase. Tune into our last eBay for Business podcast episode of 2022! Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . 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. Its very, very important to take photographs for your records both using freight and Fedex and UPS. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. Say something like: There is a scratch on the back, please see photo #9 for details. 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. 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. ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. Being faced with a return request can be very intimidating. As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. 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. How to issue a partial refund after the item is returned. Learn more about our Condition of returns policy. 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. Tip Whether you need to accept the return depends on their reason for opening the return. I can only put it in the listing. But it is. . Some business equipment categories that may be covered by the. Learn the fundamental steps for running an eBay business. 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 you have a large stock of different kinds of items, or if your stocks are located at different locations, learn how to set up advanced return rules. If you want the items back before refunding, I'd accept the return and send them a shipping label. Appeal eBay's decision about a return or missing item for buyers, Get help with an item that hasn't arrived, check the progress of your return request. Buyers can always submit a return request, even if your returns policy says you don't accept returns. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. Returns cannot be closed at the request of a seller. We'll automatically close a return request if there's been no activity. Accept the return:The buyer will send the item back to you for a full refund. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. Get in the habit of getting information from your buyer for reasons they are returning. Take good photos with good lighting from every angle. 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. Tracking lets the seller know the item ison its wayand allowseBay to see the progress of the return in casetheres an issue were asked to help with. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. No. 01-08-2020 After all, I paid for the insurance right? If you send out an item and it gets to your buyer damaged and you dont have insurance, you WILL BE refunding the cost of the item! You do not have to offer returns or refunds on your items either. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. 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? 2. 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. Refunds go back to your original payment method and are typically available within 3-5 business days. If the item has been returned to the seller and they haven't given you a refund after 2 business days, you can ask eBay to step in and help. 11:35 AM. If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Ebay counters that its penalty fees for return rates of over 2% are "to ensure buyers receive the best shopping experience possible, bringing more buyers and more sales for sellers" and. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. eBay's policy today (2016) is that if something isn't as described, the seller pays for return shipping, regardless of any policy claims by the seller in his listing. If they are rude or threatening to you, do not retaliate. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. Read the complete details about the eBay Money Back Guarantee. You can choose whether to accept returns if a buyer changes their mind about a purchase. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 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 unable to resolve the issue within this time, the buyer may ask us to step in and help. Learn more about our signature confirmation requirements. There are several ways you can send an item back to the seller. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. 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. Many eBay sellers accept returns if you've changed your mind. 01:47 PM 1. Some of these are valid, but over half are due to user error or not understanding what they are buying (parts meant for 220V used in 110V systems is a common theme). Listen to this weeks podcast to hear sourcing methods from a seller! This is how it is and one of the risks of doing business on eBay. .. in essence. Ebay sides with buyers in not as described claims. The terms authorize us to include fees for item refunds or return shipping on your monthly invoice, which may be charged to your automatic payment method on file, if any. 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. itemyou can deduct up to 50% We'll remove feedback and defects and we'll take care of any remaining issues with the buyer You'll receive a credit for returns shipping cost when the buyer falsely says the item is not as described. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. eBay Exporter of the Year was a great success! Its always good to see where eBay stands with the case before you contact the buyer back. 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. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Help for buyers and sellers. International shipment of items may be subject to customs processing and additional charges. Most sellers refund as soon as they get the item back. They will just accept that they are not covered and walk away. This is something I have saved as a document and I just copy and paste it into all of my listings. Honestly, this is one of those lessons I have had to learn the hard way. 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. The seller covers the cost of the return. Read our article on, Need help with return shipping? Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If you havent received an item, we usually refund your money immediately via PayPal. 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. The condition of the returned item is important, so repack it carefully. Tip By having insurance, the buyer got his money back and I was still paid for my item. Received a damaged item with a missing part. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. You can go to the Resolution Center and contact the seller. You have 3 business days to respond to the request and resolve the buyer's issue. Once you've accepted a return, the buyer should send the item back to you as soon as possible. The buyer is responsible for return postage costs. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". You can find more information about our requirements for returns and eligibility for coverage in our eBay Money Back Guarantee policy. For example, you may haveopted to automatically accept return requests. 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. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. 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. 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. How to use your eBay earnings to purchase shipping labels. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. I have reported the buyers, but I still have all 12 returns counting against me. Tip 2. It shouldnt be like this, I know. Remaining helpful and polite will definitely help with your return dispute or in the event that the person leaves negative feedback that needs to be removed. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. See the table below for guidance on issuing a partial refund. 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. 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. 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. I cant make the buyer read it! In the rare instance, this can happen. 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. Do you have to accept returns to sell on eBay? Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. I'd really like another option. Some returns may remain open for up to 35 business days. See how to check the status of your return. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. If the problem is small, I take advantage of the eBay partial refund policy. 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. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Purchase shipping insurance for your items Its well worth the money! 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! You won't be able to re-open the request once it's closed. Something went wrong. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Do not refund until your item is back to you. If you've sold on ebay long enough you've had this happen. I don't plan on stopping any time soon. This can be useful when the buyer isn't completely satisfied with their purchase. I first contact the buyer and find out what is wrong with the item. Some business equipment categories that may be covered by the. So what do you do when a buyer says item not as described? I have learned that none of my items are shipped without insurance. 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. View cart for details. Refund the buyer and get the item back. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. Remorse Return The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it. Seller with 11000 feedback. Located in: Ciudad Autonoma de Buenos Aires, Argentina. 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. 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. 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. 2. Then and only then you give a refund for the item. 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. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. I sell mostly mix of new and used industrial spare parts surplus (mostly all single item listings), and I am having issues with high"Item not as described" returns, mostly for"Doesn't work or defective" which is adding a 5 percent fee to all myBusiness & Industrial listings. You can also open your Returns dashboard and select View return details from beside the item. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. I grew up in Central Florida and have lived here my whole life. He tried to re-tie it down with new straps and put in a request for a 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 or defects. How to deal with "Item not as described" returns that are not valid. 09:32 AM The criteria for Top Rated Seller is here: Top Rated Seller Program. 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!" 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 item is still working and the not as described problem is small, the person may want to keep the item and accept the partial refund. eBay Business Equipment Purchase Protection. Shipping has definitely been delayed with everything going on. If you're not using an eBay return shipping label, make sure you use a tracked service and add the tracking number to your return request. You can't deduct the original shipping cost from any refund amount. In this case, I just try to do damage control. Welcome to the Shipping board! You can always report the buyer later for misusing the MBG. If you haven't received your item, or the item is not as described, we'll refund your purchase price plus original shipping on virtually all items. It is in the return interface, as the seller reports a buyer for being a bad buyer. Make a point to take action on your listings to avoid unwanted returns. Copyright 1995-2023 eBay Inc. All Rights Reserved. Youll receive the return shipping label credit on your monthly invoice. My second reason for taking photographs of the items I ship? Open a case and try to work things out with the seller. If, after a few days, youre not happy with the sellers resolution, were here to help. Another measure to cover yourself in the rare instance you get a return request. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. On top of clicking no returns in the actual listing, and putting my Terms & Conditions in, I notate it again that the item is as is, no returns.. 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. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Add a message to the buyer explaining why the refund wasn't full. Choose the item above to start resolving a return. Depending on your return policy, this may or may not include the original shipping cost. You dont need a special printer or self-adhesive labels when printing return shipping labels. 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. Do I need to pay extra for the eBay Money Back Guarantee? 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). If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. I am a buyer. Simply raise your price the 5% and that will cover the new 'fees' as there is not much you can do with the type of items you sell. 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. You can also find more information in our full article below.