I try to get them to give me the reason for the return. ", 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"). If your item hasnt arrived, or isnt as described,let the seller know. Copyright 1995-2023 eBay Inc. All Rights Reserved. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. moment, Oh, Ship! If we're asked to step in tohelp, we'll ask the buyer to return the item to you. 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. 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. This is something I have saved as a document and I just copy and paste it into all of my listings. This is a good option for low-value items. 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. Never received the item and i contacted ebay and seller and no response. If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? They will just accept that they are not covered and walk away. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If the buyer reports that the item arrived damaged or doesn't match the listing description, you'll see different options for responding to the return. You can even notate it in your description when you list anything that might be wrong with the item. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. There are two categories of return requests from customers: 1. This will help make you a top seller and keep money in your pocket! 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. Message 3 of 7 latest reply 1 Helpful If you are scared to start eBay because of the fear of returns, dont be. If you want the items back before refunding, I'd accept the return and send them a shipping label. You won't be able to re-open the request once it's closed. 09:32 AM If we're asked to step in to help, we may ask the buyer to return the item to you. You accept returns in your policy, and the buyer changed their mind about a purchase. Some people think private sellers have to accept returns and this is just not the case. How to issue a partial refund after the item is returned. Another sale previously had the buyer claim an item was defective when I know it was not. Some returns may remain open for up to 35 business days. When you start selling on Ebay, decide if you are willing to take returns at all. Depending on your return policy, this may or may not include the original shipping cost. (2) One does not activate this seller protection by calling customer service. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV". Since last Fall, a Top Rated Seller does not need proof. This months episode of the eBay Seller Spotlight podcast is live! Learn the fundamental steps for running an eBay business. 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. I don't like to report people but feel I have no option here and the buyer really has violated policy by claiming the items were not as described and defective. How long should I give a seller to fix the problem before I contact eBay? - edited 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. Say something like: There is a scratch on the back, please see photo #9 for details. If you havent received an item, we usually refund your money immediately via PayPal. Were not perfect and we can make mistakes. This may sound like overkill to you, but stay with me while I explain! But it is. If the seller is responsible for return shipping, its important that they cover the costs. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. 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. This is just a third reminder that I will not be accepting returns and will help the buyer to be more sure about themselves when they purchase the item. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with 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. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. We'll review your case and contact you within 48 hours. 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 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. And this is my fault? Before you can send an item back to the seller, youneed to start a 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, Increase sales with eBay's Global Shipping Program, Check out this video to understand how dimensional weight is measured when shipping. But the seller should communicate with you. 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. 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. Learn more about our Condition of returns policy. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. There are several ways you can send an item back to the seller. 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. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. 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. You can also start a return request from your Purchases in My eBay. 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. 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. Your eBay buyer claimed the item was not as described. 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. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. All Rights Reserved. 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. 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. Offering a return of an item is always my last resort and honestly it is very rare. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. 2. 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. You can go to the Resolution Center and contact the seller. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. This happens more often than not. If you lash back at them rudely, it will be much harder to work together to resolve the dispute. 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 a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. If you add these tips in your listings, 9/10 times eBay will side with you in the event you get a request to return an item. Copyright 1995-2023 eBay Inc. All Rights Reserved. If you're responsible for return shipping. 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. 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. eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). See our Partial refund guidelines for more details. 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. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Be accurate in your listings, it will save you money and a headache in the long run! Choose the item above to start resolving a return. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. Tip You might be asking, Do private sellers have to accept returns? The answer is No. 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? I sent him a message apologizing and requesting more information and photographs of the damage. What if the seller doesn't offer returns? If your item hasnt arrived, or isnt as described,let the seller know. If you bought it over eBay and it isn't right, it's the seller's problem not yours. 11:35 AM. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. How long should I give a seller to fix the problem before I contact eBay? For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. When you create and turn on return rules, you agree to the eBay Returns Terms. The carrier will then go and pick up the damaged item and do its own investigation of the damage. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 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. 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. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! We all agreed to abide by eBays terms and polices as set forth in the User Agreement. 01-08-2020 See how to check the status of your return. If you've changed your mind and no longer want to return your item, it's easy to cancel your request. It covers purchases paid with PayPal and most other electronic payment methods. If you know me, you know Im not one of those people. This is how it is and one of the risks of doing business on eBay. SelectExamples of alternative shipping arrangements below for more information. Report the buyer when you issue the refund through the eBay returns flow This is a good option for low-value items. In some cases, we may automatically accept a return request on your behalf. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Still, it wouldn't really matter what you put in the description. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. I find too many fun toys for my family (or myself), and just love the whole process. Help for buyers and sellers. 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. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Tip You can also open your Returns dashboard and select View return details from beside the item. Offer customers 30 day refund policy because EBay is always going to side with customers. I have reported the buyers, but I still have all 12 returns counting against me. When you want to return an item using alternative shipping arrangements, and the seller is responsible for the return shipping charges, you'll need to work with the seller to agree on the shipping service and cost before returning the item. If, after a few days, youre not happy with the sellers resolution, were here to help. Select your reason for closing the return from the dropdown, and add details if you want to. Received a damaged item with a missing part. If youre a reseller in 2023, you can find deals on items in many places. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. View cart for details. Their listing states they do not accept returns. The eBay Resolution Centre is at the bottom of this page. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Always, always be nice! You can find more information about our requirements for returns and eligibility for coverage in our eBay Money Back Guarantee policy. Your item didn't match the listing, or it arrived faulty or damaged. Make a point to take action on your listings to avoid unwanted returns. 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. And dont waste time taking packaging pictures If it is a lame reason (and sometimes it is! 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. where! The seller was not accurate and now the seller or ebay wants to give me my money or item. No. Thats the great thing about implementing these tips. It is in the return interface, as the seller reports a buyer for being a bad buyer. - edited Offer a replacement or exchange:You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return. 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. 01-08-2020 Print an eBay return label Tip 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. 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. Today I am going to share with you 10 tips to protect yourself as a seller and decrease your eBay return requests. Spread the word, we know how to break the . Something went wrong. This doesnt happen often, but it has happened! 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. You'll receive the return shipping label credit on your monthly invoice. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. Do I need to pay extra for the eBay Money Back Guarantee? If you take these 10 tips and add these policies to your listings, you will keep your buyers happy and satisfied and almost all but eliminate returns! You are describing the old rules the rules changed a few months ago. I first contact the buyer and find out what is wrong with the item. No. 01-08-2020 On the next page you'll see the refund amount. I dont have to pay to get the item back and the person is happy because I resolved their problem. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Just go to the ResolutionCenter and let us know. 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. 2022 Flea Market Flipper. Something went wrong. 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. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. If the buyer is responsible, choose your return address from the dropdown menu. Adding tracking details to your return helpsprotect against delays or issues in the refund process. Escalate to eBay if you don't reach a resolution within 3 business days. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Read the complete details about the eBay Money Back Guarantee. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Disclaimer. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Your email address will not be published. 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". Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. We guarantee that you will get the item you ordered or get your money 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. Adding these each time has saved me many times when buyers have tried to get me to accept a return. 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.. The seller covers the cost of the return. 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. However, it does happen and when it does, I have to deal with it as best as I can. For more details, please see our Condition of returned items policy. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. 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. Do I need to pay extra for the eBay Money Back Guarantee? 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!" The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. I know it won't make you feel better - but there is no way around getting stuck paying the shipping both ways for a Not As Described claim unless you are a top rated seller, regardless of the validity of the claim and what the buyer says in messages separate from the 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. 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. See ourpartial refund guidelines. 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%*. What does the eBay Money Back Guarantee cover? Its very, very important to take photographs for your records both using freight and Fedex and UPS. When I go in to create a listing on eBay, I can choose the option No returns. This is something I make sure I have checked each time I list something on eBay. But they don't have to disrupt your businessor your profits. 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.