When you start selling on Ebay, decide if you are willing to take returns at all. Tip If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. For more details, please see our Condition of returned items policy. 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. Help for buyers and sellers. Tune into our last eBay for Business podcast episode of 2022! You could put something like this in your listings; Compatible Models are:Sony KD. TV MATERIALSony Sony KDLSony KD.Sony XB. or "The Sony Active 3D glasses are compatible with most Bravia", Still, it wouldn't really matter what you put in the description. Often, they will review the messages and realize the buyer did not read the listing. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". If we're asked to step in to help, we may ask the buyer to return the item to you. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case nirE troP ,naM fo elsI. You accept returns in your policy, and the buyer changed their mind about a purchase. Were not perfect and we can make mistakes. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. That does not mean that you will automatically have to accept a return and refund their money if you get a request. It was an auction that I won. naM fo elsI. If you want to start your own business, the reseller business model can be a great place to start. International shipment of items may be subject to customs processing and additional charges. How to choose the right campaign type, Selling auto parts and accessories on eBay: how to build inventory and choose suppliers, 10 practical tips: how to sell vintage like a pro, Terapeak: effective market research tools, New tools for trading cards sellers: CSV Upload and Price Guide, Tools and solutions for selling vehicle parts on eBay, Teamwork on eBay: how to set up Multi-User Account Access, Optimize your listings with the Listing Quality Report, How to create and send newsletters to buyers, Updates on seller protection due to Turkey & Syria earthquake, Quick setup for Promoted Listings Advanced, Seller Protections for shipping delays due to Hurricane Fiona. 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. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. You are describing the old rules the rules changed a few months ago. 01-08-2020 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. Most sellers refund as soon as they get the item back. Your item didn't match the listing, or it arrived faulty or damaged. As a Top Rated Seller, you now have protection against false "Item Not as Described" claims, including a modest return shipping credit and protection on your service metrics: If you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. 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. 17 votes, 21 comments. It covers purchases paid with PayPal and most other electronic payment methods. See our page on, Would you like us to help with an open return request? Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. 114K subscribers in the Ebay community. Being faced with a return request can be very intimidating. - edited Always, always be nice! Then and only then you give a refund for the item. But they don't have to disrupt your businessor your profits. Say something like: There is a scratch on the back, please see photo #9 for details. Read the complete details about the eBay Money Back Guarantee. You can still close it if things are resolved. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. Here's how: If you had already asked eBay to step in, you'll see 'case' rather than 'request'. I also had a listing that was marked as parts only returned as defective? If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. 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. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. You are sure the item wa. Refund the buyer, the buyer keeps the item. The seller will be required to send you return shipping (a label if he is in Canada, money (usually by Paypal) if he is elsewhere. Time to research other selling websites, I guess. So what do you do when a buyer says item not as described? You do not have to offer returns or refunds on your items either. 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. So having a returns policy can give you a competitive advantage. 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. I will fight for them to cover my packages. How to use your eBay earnings to purchase shipping labels. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Accept your return request and offer a full refund You'll return the item in the same condition in which it was received, and the seller will then issue a full refund, including the original shipping cost. 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 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. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. 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 choose to add a message to the buyer. Keep in mind that some returns can remain open for up to 35 business days. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. When he sent back the photographs of the damage to the cook top, I could see that the straps he used were not the same as the ones I had shipped it with. 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. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. Does the tracking number show it was delivered? If the buyer is responsible, choose your return address from the dropdown menu. If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. This happens more often than not. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. 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. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. 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. You can always report the buyer later for misusing the MBG. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. If the seller is responsible for return shipping, its important that they cover the costs. Copyright 1995-2023 eBay Inc. All Rights Reserved. You do not have to be in a hurry when you receive the item to refund them. If the seller is responsible for the return shipping costs, they'll let you know how they wantthe item to be sent back to them. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. Find the item under Returns and canceled orders. Depending on your return policy, this may or may not include the original shipping cost. When listing an item, it's important to include your returns address - 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. There is a big reason for this. 01-08-2020 If youre a reseller in 2023, you can find deals on items in many places. Whether you need to accept the return depends on their reason for opening the return. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. (2) One does not activate this seller protection by calling customer service. Its always good to see where eBay stands with the case before you contact the buyer back. Offer customers 30 day refund policy because EBay is always going to side with customers. 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. 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 know its interesting that the post I read before yours says SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. 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. 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). In some cases, your response options may differ. See the Abusive buyer policy for more examples of activity that we don't allow. Be accurate in your listings, it will save you money and a headache in the long run! 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. Returns happen. A buyer insists the item was not as described in order to force a return. 1. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Here you can discuss all things shipping with other members. What does the eBay Money Back Guarantee cover? Just go to the ResolutionCenter and let us know. 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. I describe anything that is not working with the item, any wear on the item, scuffs, scratches or anything that would potentially be a reason for the buyer to want to return the item. Here is a box that was shipped with FedEx. Thats the great thing about implementing these tips. Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. See our page on. . Regardless of the outcome, will the buyer be able to leave negative feedback? Why was my refund less than the amount I paid? This is a good option for low-value items. My second reason for taking photographs of the items I ship? Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. Check out this video to understand how dimensional weight is measured when shipping. I threw everything away". Holiday shipping is now in full swing, check out these helpful shipping tips! Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. I dont have to pay to get the item back and the person is happy because I resolved their problem. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. There are two categories of return requests from customers: 1. 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. There are several ways you can send an item back to the seller. Returns give the buyer the opportunity to return the item if, for example, it doesnt fit or they simply dont like it. Even if you specify no returns accepted, under the eBay Money Back Guarantee, the buyer can still return an item if it doesnt match the listing description. You'll also be responsible for covering return shipping costs. Not to do partial returns I am a buyer. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. Select View return details. NOTICE: 3D glasses are all different and must have a compatible TV set to work. Let the seller know how they can help resolve the problem. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. 11:34 AM If it is a lame reason (and sometimes it is! If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. Youll receive the return shipping label credit on your monthly invoice. Youll need to ship the item back before the date stated in this email. Read theSeller protections policyto find out how to qualify to issue partial refunds. 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. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) The condition of the returned item is important, so repack it carefully. 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. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. I do not have to accept returns on any item with this box checked, unless the buyer specifically states Item not as described. If the buyer puts in a return request with the Item not as described as the reason, it DOES NOT mean that I automatically have to accept a return of the item. 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. For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. This is a good option for low-value items. 3. eBay will review your case and get back to you within 48 hours. If you've changed your mind and no longer want to return your item, it's easy to cancel your request. So what happens if your eBay item is not as described? 07-05-2020 No. 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. When you create and turn on return rules, you agree to the eBay Returns Terms. In this case, I just try to do damage control. This is a win win for both of us. For more information, see our Condition of returned items policy. 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? If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . Take great pictures! Ebay sides with buyers in not as described claims. 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 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. You have 3 business days to respond to the request and resolve the buyer's issue. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. The seller was not accurate and now the seller or ebay wants to give me my money or item. Examples of alternative shipping arrangements. Every single time we have called eBay they mentioned we need to pay for return shipping since the item is not as described. 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 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 used to send out many of my items without insurance! You can go to the Resolution Center and contact the seller. moment, Oh, Ship! If we're asked to step in tohelp, we'll ask the buyer to return the item to you. 3. eBay will review your case and get back to you within 48 hours. Do I need to pay extra for the eBay Money Back Guarantee? 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. If you offered free shipping, you'll need to refund the buyer the full amount of the item. You might be asking, Do private sellers have to accept returns? The answer is No. 09:32 AM How long should I give a seller to fix the problem before I contact eBay? The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. EBay gives you the opportunity to add 12 photos to your listing. 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. 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, Increase sales with eBay's Global Shipping Program, Check out this video to understand how dimensional weight is measured when shipping. Ninety percent of people will just not think to call them and fight it. 2. 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. The eBay Money Back Guarantee is not a product warranty. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. How you request the return depends on how you bought them. 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. Choose the item above to start resolving a return. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. Read the complete details about the eBay Money Back Guarantee. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. But anyway, what I have been known to do is to change condition of new item to New Other, and then add a few crucial details and specifics in the Condition Description box HOPING they MIGHT actually read it. Good luck! The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Read our article on, Need help with return 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. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case They will just accept that they are not covered and walk away. Never received the item and i contacted ebay and seller and no response. The seller covers the cost of the return. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Refunds go back to your original payment method and are typically available within 3-5 business days. View cart for details. 2. 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. If you want the items back before refunding, I'd accept the return and send them a shipping label. Too many of those and their returns ability will be hindered. Learn more about our signature confirmation requirements. 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. 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. 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. Carefully check the returned item before issuing a refund. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. Do not give a refund without getting the item back! Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. Offer you a partial refund and let you keep the item This can be a good compromise when you're not completely satisfied with your purchase for example, if it arrived with a minor scratch but you're happy to keep it. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. 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. 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. You want to have all of your bases covered and be very detailed and specific about anything that could possibly be wrong with your item. You can also check the progress of your return request at any time. Oh, Ship! 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". 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. We protect ourselves! With this selected, I am giving a clear eBay return policy. 07-05-2020 See Partial refund guidelines. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Your email address will not be published. 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. Covers your purchase price plus original shipping on virtually all items. Open a case and try to work things out with the seller. If you select, A label from their preferred carrier:if the seller provides you with a shipping label, theyll send it to you directly, and you can print it from the Here's your return shipping labelemail or message that youll receive in, You can ship using an eBay label, in which case we will deduct the label cost from your refund, You canpurchase a label directly from a carrier of your choice and upload it to the return. Tip (MBG). 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). Check the seller's return policy in the listing to see who is responsible for return shipping costs. 01-08-2020 Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. 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! where! Do not refund until your item is back to you. This is something I have saved as a document and I just copy and paste it into all of my listings. Another sale previously had the buyer claim an item was defective when I know it was not. You can chat with other sellers about anything to do with running a business on eBay. He tried to re-tie it down with new straps and put in a request for a refund. I first contact the buyer and find out what is wrong with the item. 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. Its very, very important to take photographs for your records both using freight and Fedex and UPS. On the next page you'll see the refund amount. Generally, theyll ask you to send the item back using one of the following: The sellermay contact you to make other arrangements, such as returning the item to their store or reimbursing you for return shipping.
