Whether you need to accept the return depends on their reason for opening the return. Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. Start a return. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. 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. 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. Thank you very much for your help! Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. Answer (1 of 15): You get a refund. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. I had a return request today for a shirt brand new with tags and the reason for the return request was does not fit. I was surprised they were even allowed to request a return since I specifically specified returns werent accepted. 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 buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. 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. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. In that situation I take photos and videos and share that with the buyer before I take it to a FedEx Business center and ask for a receipt of the drop off. What in the actully insanity is this? I waited a week and called eBay to close the request as obviously the buyer is ignoring it and my money is on hold and was told that they would step in and make a decision. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. Cars and other motor vehicles are typically high-value items, so we have some additional guidelines in place to make these transactions go smoothly and to protect our buyers and sellers. 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. The amount he wanted back was pretty much the whole amount once I deducted shipping. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. Should I wait for the seller to contact me? Select your carrier and enter the tracking number. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. Give a full refund The buyer will receive a full refund, including original postage costs, and they'll keep the item. 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. The seller may exclude original shipping costs from the refund. i probably get osmo pocket instead." You can also use this option if you want to offer to let them exchange the item. I recently asked eBay this exact same question. 04-18-2022 In some cases, your response options may differ. Press question mark to learn the rest of the keyboard shortcuts. eBay Seller Told She Must Accept Returns for SNAD : by: Silver Ice King : Thu Aug 5 22:41:10 2021: Pace hit it right on the nose. It's really gotten to the point of embarrassing on their part and they don't even realize it (or just don't care). If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns). See the table below for guidance on issuing a partial refund. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); What is defined as damaged, faulty or how it is described can be completely different things to different people. Now I just have to hope he actually sends back the keyboard instead of bricks. If the buyer is responsible, choose your return address from the dropdown menu. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. 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. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. Slow but it beats the stress and aggravations. This is a good option for low-value items. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Whether or not a seller accepts returns they are always given the option to accept a return when a buyer opens a return request. 01:47 PM This feature may not be used to recoup market losses on items returned in the same condition or recoup return postage and restocking fees. Trading Cards have a more limited return window. I'm in the same boat right now, sold a $300 item that cost 50$ to ship, buyer requested return saying "doesn't fit" which doesn't make sense cause it was a Yamaha keyboard. If the purchase is covered by theeBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. In the last two cases the buyer keeps the item and gets refunded. No returns means that when a buyer files an item not described, and the seller refuses the return, the buyer gets refunded AND gets to keep the item. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. If the buyer is responsible, choose your return address from the dropdown menu. Tip Buyers can find estimated delivery information in their Purchase history. A few days later I receive a not as described PayPal claim. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf. Whether you need to accept the return depends on their reason for opening the return. As a seller you are better off accepting returns, this way you can state what condition the item needs to be for a full refund. Big surprise there. if (document.context) document.write ("&context=" + escape(document.context)); For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement, Buyers and sellers permit us to make final decisions about all cases, including appeals. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. eBay Money Back Guarantee covers most transactions on eBay. There are four seller levels, Top-Seller Plus, Top Seller, Above Standard, and Below Standard. See Partial refund guidelines. 01:47 PM. If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. //]]>-->, , For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". Answer (1 of 3): Sellers are not required to accept returns. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. For most purchases, buyers are refunded to their original payment method. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. I am not saying that's what OP was doing, just informational, since they are new to SNADs. Help for buyers and sellers. document.write ("?zoneid=4"); 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. But once . 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. If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. Buyers can always submit a return request, even if your returns policy says you don't accept returns. They also state that they cant guarantee the condition of the item being returned. The item was forwarded as part of an eBay program such as: The buyer used third-party freight forwarding or mail redirection, The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher, The buyer didn't pay applicable customs fees or duties for any other reason, The item was not made available at the selected store, The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame, The item arrived with shipping cost still owing because the seller didn't apply enough postage, The buyer refused delivery for any other reason, The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request. I'm done with Ebay. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. eBay Money Back Guarantee applies when: The buyer doesn't receive an item; The item received by the buyer doesn't match the listing, for example: . Return shipping costs will be charged to the seller separately if: The seller authorized the buyer to use an eBay return label, or, eBay provided a return label to the buyer on the seller's behalf. Evidence of successful delivery to the authenticator I have a chrome plugin that replaces buyer with seller and seller with buyer. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. Well which one is it? If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description, the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. Enter a Return Merchandise Authorization number, if you use them. Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. This is a good option for low-value items. 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. Ebay has a 30 day money back guarantee that is available on most all items sold here. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. if (document.mmm_fo) document.write ("&mmm_fo=1"); Select. Also this makes the process require the buyer send the item back instead of filing a claim. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. Here are some other helpful pages: When you create a listing, you'll add areturn policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. I just sell locally to avoid all shenanigans. When a buyer opens a return request, the funds related to the sale may be put on hold. if (!document.MAX_used) document.MAX_used = ','; In some cases, your response options may differ. document.write ("
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