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". Offer a replacement item. Whether you need to accept the return depends on their reason for opening the return. 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. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. We all agreed to abide by eBays terms and polices as set forth in the User Agreement. 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 can also start a return request from your Purchases in My eBay. It covers purchases paid with PayPal and most other electronic payment methods. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. 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. 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. When a buyer opens a Not As Described case, the sellers options are few. 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! They claim they are not responsible for damage during shipment, and imply that I lost the part. Its very, very important to take photographs for your records both using freight and Fedex and UPS. My desire is that they get more than they are expecting! Sorry it happened to you , but ebay does not care about us sellers. 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. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. 01-08-2020 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. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Ebay sides with buyers in not as described claims. The condition of the returned item is important, so repack it carefully. 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. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Someone started a thread just a little while ago (1:30 pst), told by CS that they don't have any 'Proof' that the item was not 'as described'. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. Youll need to ship the item back before the date stated in this email. There are two categories of return requests from customers: 1. Accept the return:The buyer will send the item back to you for a full refund. What does the eBay Money Back Guarantee cover? Choose Print label. 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. You believe that it was exactly as described. 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 item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Its always good to see where eBay stands with the case before you contact the buyer back. Take good photos with good lighting from every angle. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 2. 07-05-2020 Adding these each time has saved me many times when buyers have tried to get me to accept a return. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. See the table below for guidance on issuing a partial refund. 01-08-2020 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. Ninety percent of people will just not think to call them and fight it. Please read the rules You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. The seller covers the cost of the return. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. If you havent received an item, we usually refund your money immediately via PayPal. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. 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. By having insurance, the buyer got his money back and I was still paid for my item. Check the listing in your Purchases - opens in new window or tab to see the seller's full return policy, including how long you have to request a return and any other conditions. 114K subscribers in the Ebay community. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Copyright 1995-2023 eBay Inc. All Rights Reserved. If you bought it over eBay and it isn't right, it's the seller's problem not yours. If you know me, you know Im not one of those people. 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). The seller has 3 business days to get back to you. Your email address will not be published. Learn more about our Condition of returns policy. How to issue a partial refund after the item is returned. 1. Take great pictures! If you are scared to start eBay because of the fear of returns, dont be. I used to send out many of my items without insurance! You don't accept returns in your policy, and the buyer changed their mind about a purchase. Research your model before purchasing this because there will be no returns for buying the wrong item. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. 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. Get in the habit of getting information from your buyer for reasons they are returning. 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. I can only put it in the listing. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. For example, you may haveopted to automatically accept return requests. I have details about my terms with shipping, returns, freight shipping, and refunds. 2. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. Even if the dispute is clearly on their end, it is always best to keep good communication with them and always take the approach that you want to help to resolve the issue. 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. 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'. See the Abusive buyer policy for more examples of activity that we don't allow. In some cases, your response options may differ. 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. The carrier will then go and pick up the damaged item and do its own investigation of the damage. 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. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. 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. Many buyers only make purchases from sellers that offer a returns policy. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . So what do you do when a buyer says item not as described? Your eBay buyer claimed the item was not as described. 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. - edited Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. 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. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. You are describing the old rules the rules changed a few months ago. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. 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. View cart for details. Read theSeller protections policyto find out how to qualify to issue partial refunds. 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. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. View cart for details. where! And this is my fault? Covers your purchase price plus original shipping on virtually all items. (2) One does not activate this seller protection by calling customer service. See ourpartial refund guidelines. This is a good option for low-value items. I gave alot of money for an item from ebay to a seller. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. Check out this video to understand how dimensional weight is measured when shipping. Tune into our last eBay for Business podcast episode of 2022! If we're asked to step in tohelp, we'll ask the buyer to return the item to you. A buyer insists the item was not as described in order to force a return. 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. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Learn more about our Condition of returns policy. I grew up in Central Florida and have lived here my whole life. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Disclaimer. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. Tip An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. 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%*. 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. Good luck and sorry you encountered this circumstance. A Depop is a platform where people can sell new, vintage, or secondhand clothing, accessories, and housewares. However, it does happen and when it does, I have to deal with it as best as I can. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. moment, Oh, Ship! Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. 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 do not have to offer returns or refunds on your items either. Youll hear from us within 48 hours. Is there anything you can do? Examples of alternative shipping arrangements. Always, always be nice! nirE troP ,naM fo elsI. If it is a lame reason (and sometimes it is! You might be asking, Do private sellers have to accept returns? The answer is No. Often times, they will say something that was clearly stated in my listing. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. Offer customers 30 day refund policy because EBay is always going to side with customers. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. If the buyer is responsible, choose your return address from the dropdown menu. If, after a few days, youre not happy with the sellers resolution, were here to help. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. 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. Let the seller know how they can help resolve the problem. - edited interesting we just share whats worked for us and we have given partial refunds, weve never lost a shipping claim because of our pictures, and we dont accept returns. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. I find that if an item sells once, it will again. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Something went wrong. 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. If you want the items back before refunding, I'd accept the return and send them a shipping label. Select View return details. I sent him a message apologizing and requesting more information and photographs of the damage. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. For more details, please see our Condition of returned items policy. 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 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). The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Carefully check the returned item before issuing a refund. If the seller wont cover the cost, let us know by asking eBay to step in. I'm a top rated seller with 100% feedback and I do what I can to help people and its frustrating to be paying a couple hundred extra a month in fees for something that seems to be out of my control because buyers miss-categorized the return. 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. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. 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! Purchase shipping insurance for your items Its well worth the money! Returns happen. 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). Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Refund the buyer and get the item back. Add a message to the buyer explaining why the refund wasn't full. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. A strong shipping strategy is key for a successful holiday. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV but failed to mention that it really wasn't. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. It is in the return interface, as the seller reports a buyer for being a bad buyer. You accept returns in your policy, and the buyer changed their mind about a purchase. 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. Take a front, back, side, and inside view of your item. . Why didn't you check the size before ordering? The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. Good luck! 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. After all, I paid for the insurance right? I first contact the buyer and find out what is wrong with the item. In this case you can: Refund the buyer and get the item back. Too many of those and their returns ability will be hindered. 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. You'll receive the return shipping label credit on your monthly invoice. 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. If your item hasnt arrived, or isnt as described,let the seller know. I dont have to pay to get the item back and the person is happy because I resolved their problem. 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. How to deal with "Item not as described" returns that are not valid. 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. The seller covers the cost of the return. 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. eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. Often, they will review the messages and realize the buyer did not read the listing. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If your item hasnt arrived, or isnt as described,let the seller know. 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. 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. Ebay sides with buyers in not as described claims. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. I find too many fun toys for my family (or myself), and just love the whole process. So having a returns policy can give you a competitive advantage. .. in essence. I always encourage our members to use those photos! Escalate to eBay if you don't reach a resolution within 3 business days. and another item where the item returned was not the part I sent. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. How long should I give a seller to fix the problem before I contact eBay? However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Make sure the barcode is clear so the carrier can scan it easily. After contacting the seller, it's up to you whether you want eBay to step in. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Send a message to the customer to solve the problem. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Find the item under Returns and canceled orders. What Do You Do? Make sure you know what you can ship and what you cant to avoid delays and fines. To the OP- the great thing is, you are selling items without much competition, apples to apples. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. This may sound like overkill to you, but stay with me while I explain! So would all sellers. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. Welcome to the Shipping board! This happens more often than not. Send you a message The seller may ask you for some more details about your return request. - edited Since last Fall, a Top Rated Seller does not need proof. 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. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. If the seller doesn't respond or you're unable to resolve the issue with them, you 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. You can still close it if things are resolved. 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. 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 a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. Many eBay sellers accept returns if you've changed your mind. Honestly, this is one of those lessons I have had to learn the hard way. We'll 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. View cart for details. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. 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. I have been selling on eBay for 23 years and I do not accept returns and never have. Read the complete details about the eBay Money Back Guarantee. EBay gives you the opportunity to add 12 photos to your listing. 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 go to the Resolution Center and contact the seller. Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. 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.