Keep in mind that some returns can remain open for up to 35 business days. Adding tracking details to your return helpsprotect against delays or issues in the refund process. 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. Escalate to eBay if you don't reach a resolution within 3 business days. My desire is that they get more than they are expecting! 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. We guarantee that you will get the item you ordered or get your money back. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. Simply print the label on normal paper and tape it to the package. Returns happen. I try to get them to give me the reason for the return. The seller covers the cost of the return. You can even notate it in your description when you list anything that might be wrong with the item. 2. You can also check the progress of your return request at any time. Let the seller know how they can help resolve the problem. After contacting the seller, it's up to you whether you want eBay to step in. Being faced with a return request can be very intimidating. 3. eBay will review your case and get back to you within 48 hours. 01:47 PM. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. You do not have to offer returns or refunds on your items either. The seller has 3 business days to get back to you. The eBay Money Back Guarantee is not a product warranty. 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. Select your reason for the return and enter a comment about why you're returning it. Accept the return:The buyer will send the item back to you for a full refund. Shipping has definitely been delayed with everything going on. 01:47 PM This is a good option for low-value items. Required fields are marked *. Do you have to accept returns to sell on eBay? Its very, very important to take photographs for your records both using freight and Fedex and UPS. Offer you a partial refund and let you keep the item This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill say if you ordered the wrong thing by accident. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. There is a big reason for this. All items included in the original package, Factory or vacuum seal must not be broken/opened (if applicable), Original tags included & attached (where applicable), Must include provided certificates of authenticity, grading, or appraisal, Factory or vacuum seal is broken/opened, but the item is still in its original condition, Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings, Significant signs of wear, or significantly different than how it was shipped to the buyer, Item is damaged, scratched, defective, or requires service or repair, Missing provided certificates of authenticity, grading, or appraisal, Opened items that cannot be resold (perishables, liquor, makeup), Sold multiple items but the buyer didnt return all of them, We can't determine that the item received by the buyer matches the listing description, You offer returns and your stated return window applies. 01-08-2020 If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. eBay Business Equipment Purchase Protection. No. See the table below for guidance on issuing a partial refund. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. If you know me, you know Im not one of those people. Youll receive the return shipping label credit on your monthly invoice. That is assuming the item is truly Not as Described. This is just another reminder to the buyer that the item that they will receive is exactly as it appeared in the listing and photographs and I will not take a return request. Do not give a refund without getting the item back! 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. 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. 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. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. Ebay sides with buyers in not as described claims. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Enter the amount you wish to offer the buyer. Adding these each time has saved me many times when buyers have tried to get me to accept a return. 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. Their listing states they do not accept returns. If you've sold on ebay long enough you've had this happen. 01-08-2020 Learn the fundamental steps for running an eBay business. So what do you do when a buyer says item not as described? If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception, If the item doesn't match the listing description, or if it is faulty or arrived damaged, you may be eligible for. Check out this video to understand how dimensional weight is measured when shipping. Sometimes I want to say NO IT's the ONLY size I sell so there's NO CONFUSION! You might be asking, "Do private sellers have to accept returns?" The answer is No. 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. 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. 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. If you dont ship the item back by that date, we may close your request and you will not receive a refund. This can be useful when the buyer isn't completely satisfied with their purchase. Add a message to the buyer explaining why the refund wasn't full. See ourpartial refund guidelines. 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. If you implement these return policy tips to your eBay listings, your return requests will be less and your actual returns will be almost non-existent! It has mostly been a hobby that makes some extra cash, but sometimes it serves as my main income as well. If I can prove to eBay (and I often can) that I described the item accurately and it was as described, eBay will side with me in the dispute. Choose the item above to start resolving a return. 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. Your eBay buyer claimed the item was not as described. In most cases this is true. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. 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. Whether you need to accept the return depends on their reason for opening the return. So what happens if your eBay item is not as described? Something went wrong. 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. If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. 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. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. 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. This is how it is and one of the risks of doing business on eBay. If asked to step in tohelp, 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 issue a refund even if you qualify to issue partial refunds under our seller protections. Almost 100%, I will receive a letter from the carrier that they have done their research and investigation and they find that it is not covered. Research your model before purchasing this because there will be no returns for buying the wrong item. The buyer is responsible for return postage costs. If you are scared to start eBay because of the fear of returns, dont be. Youll hear from us within 48 hours. 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. Carefully check the returned item before issuing a refund. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. 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. 07-05-2020 Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. 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. I sent him a message apologizing and requesting more information and photographs of the damage. If all the buyer does is file 'not as described' with no other comment, will be hard to prove it's not a 'not as described', and ebay is not going to 'ask' the buyer 'why they are really returning'. Your email address will not be published. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Many eBay sellers accept returns if you've changed your mind. And dont waste time taking packaging pictures Well send an email to your Messages - opens in new window or tab with the subject line Send the item back with all the details of your return request. You'll also be responsible for covering return shipping costs. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. 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. 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? If you lash back at them rudely, it will be much harder to work together to resolve the dispute. 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. But they don't have to disrupt your businessor your profits. Sometimes eBay will send the Return Shipping Label and charge him, which is easiest. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Is there anything you can do? We'll automatically close a return request if there's been no activity. (2) One does not activate this seller protection by calling customer service. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. If you want to start your own business, the reseller business model can be a great place to start. If your item hasnt arrived, or isnt as described,let the seller know. I have details about my terms with shipping, returns, freight shipping, and refunds. Print an eBay return label Tip Offer customers 30 day refund policy because EBay is always going to side with customers. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Copyright 1995-2023 eBay Inc. All Rights Reserved. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Now I'm supposed to give a full refund, but it says "once buyer returns the product", so doesn't this mean I won't have to since the can't return it? After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. Couldn't tell you if it helps but it doesn't hurt. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. Find the item under Returns and canceled orders. For more information, see our Condition of returned items policy. Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, can increase the conversion rate of your listings by up to 25%*. Enter a return merchandise authorization number, if you use them. If you bought it over eBay and it isn't right, it's the seller's problem not yours. Returns cannot be closed at the request of a seller. If you get in the habit of taking great pictures and as many pictures as possible, when faced with an Item not as described, no returns case with eBay and they see you have it notated and photographed, the chances are better that they will side with you. 1. Message 3 of 7 latest reply 1 Helpful Refund the buyer, the buyer keeps the item. In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. 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). Tip ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. 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. When a buyer opens a return request the funds related to the sale may be put on hold. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. Never received the item and i contacted ebay and seller and no response. Check out how to file a damage claim with FedEx if your item gets damaged. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. However, we're here to help. We protect ourselves! 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. I don't know what thread or post or member you are talking about, but generally speaking: (1) The seller protection is only available to Top Rated Sellers feedback count does not determine Top Rated Seller. This months episode of the eBay Seller Spotlight podcast is live! Only if you have proof that the seller is lying (a conflicting message from buyer etc.) If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. 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. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. This is a good option for low-value items. Welcome to the Shipping board! How you request the return depends on how you bought them. 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. 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. How to issue a partial refund after the item is returned. If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Some business equipment categories that may be covered by the. 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. Heres how to add the tracking information to your return if youre using your own return shipping label: If you're returning an item that has a total cost of $750 or more, you'll need to use a tracked service with signature confirmation. When the seller replies, we'll send you an email with details of the next steps. You can go to the Resolution Center and contact the seller. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. What if the seller doesn't offer returns? where! If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. What does the eBay Money Back Guarantee cover? If you're responsible for return shipping. You can also find more information in our full article below. Within our return policy, we state that return shipping is paid by the buyer. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. Here's how: If you had already asked eBay to step in, you'll see 'case' rather than 'request'. 11:34 AM Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. Still, it wouldn't really matter what you put in the description. As soon as I get an alert that a buyer put in a return request for a return, I send a nice note to the buyer apologizing and asking to get more information so I can help them in any way I can. What if an eBay buyer damaged an item and wants a refund? How to use your eBay earnings to purchase shipping labels. If the item is returned used or damaged, you may qualify to issue a partial refund. You can choose whether to accept returns if a buyer changes their mind about a purchase. 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. If the buyer is responsible, choose your return address from the dropdown menu. Take great pictures! I grew up in Central Florida and have lived here my whole life. Before you can send an item back to the seller, youneed to start a return. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. 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 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. In such cases, the responsibility for the costs of the return is according to the sellers policy. 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. A strong shipping strategy is key for a successful holiday. Buyer pays for return postage: . However the seller is claiming it was in excellent condition prior to shipping and they will refuse any returns. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. For example, you may haveopted to automatically accept return requests. What Do You Do? And this is my fault? Copyright 1995-2023 eBay Inc. All Rights Reserved. Heres how to print an eBay return shippinglabel: If youre responsible for the return shipping costs, youll see the price of return shipping, and be able to purchase your label. 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). In this case, I just try to do damage control. 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. Not to do partial returns 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?
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