After all, I paid for the insurance right? You don't accept returns in your policy, and the buyer changed their mind about a purchase. They claim they are not responsible for damage during shipment, and imply that I lost the part. It will also help you with Ebay if you should get a return request and they see that this was in three different places in your listing. Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. 01-08-2020 Copyright 1995-2023 eBay Inc. All Rights Reserved. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Here's how you can protect yourself as a buyer: If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center. Why didn't you check the size before ordering? ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. After contacting the seller, it's up to you whether you want eBay to step in. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. Its always good to see where eBay stands with the case before you contact the buyer back. This is a good option for low-value items. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. For more information, see our Condition of returned items policy. What if the seller doesn't offer returns? Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. Do not refund until your item is back to you. Appeal eBay's decision about a return or missing item for buyers, Get help with an item that hasn't arrived, check the progress of your return request. Your item didn't match the listing, or it arrived faulty or damaged. 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. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. The condition of the returned item is important, so repack it carefully. 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. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. Does the tracking number show it was delivered? We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. 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. 07-05-2020 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. For more details, please see our Condition of returned items policy. 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". Read theSeller protections policyto find out how to qualify to issue partial refunds. A Depop is a platform where people can sell new, vintage, or secondhand clothing, accessories, and housewares. No. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. They will just accept that they are not covered and walk away. After contacting the seller, it's up to you whether you want eBay to step in. So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. If you're not able to resolve things with the seller, you can ask us to help. Many eBay sellers accept returns if you've changed your mind. 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 you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 2 business days. Often times, they will say something that was clearly stated in my listing. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Refund the buyer and get the item back. You can't deduct the original shipping cost from any refund amount. 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. In some cases, we may automatically accept a return request on your behalf. You'll also be responsible for covering return shipping costs. Something went wrong. Is there anything you can do? See our page on. Make a point to take action on your listings to avoid unwanted returns. 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. eBay Exporter of the Year was a great success! Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. It shouldnt be like this, I know. I have learned that none of my items are shipped without insurance. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. Good luck! If the seller wont cover the cost, let us know by asking eBay to step in. So having a returns policy can give you a competitive advantage. Returns happen. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. Here is a box that was shipped with FedEx. Open a case and try to work things out with the seller. 3. eBay will review your case and get back to you within 48 hours. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. If you offered free shipping, you'll need to refund the buyer the full amount of the item. 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. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. When you start selling on Ebay, decide if you are willing to take returns at all. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. How to deal with "Item not as described" returns that are not valid. See details. So it is in your best interests to avoid these cases by offering a more buyer-friendly return policy if you continue selling on eBay. 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. 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. If it is a lame reason (and sometimes it is! You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. It has mostly been a hobby that makes some extra cash, but sometimes it serves as my main income as well. Holiday shipping is now in full swing, check out these helpful shipping tips! The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. You dont need a special printer or self-adhesive labels when printing return shipping labels. Another measure to cover yourself in the rare instance you get a return request. Check the seller's return policy in the listing to see who is responsible for return shipping costs. If the item is still working and the not as described problem is small, the person may want to keep the item and accept the partial refund. If you want to start your own business, the reseller business model can be a great place to start. 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. I used to send out many of my items without insurance! Just go to the ResolutionCenter and let us know. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. The seller will also pay for return shipping. To the OP- the great thing is, you are selling items without much competition, apples to apples. I also had a listing that was marked as parts only returned as defective? I have details about my terms with shipping, returns, freight shipping, and refunds. Since last Fall, a Top Rated Seller does not need proof. If they are rude or threatening to you, do not retaliate. 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! If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Help for buyers and sellers. See the table below for guidance on issuing a partial refund. Select the percent you want to deduct from the refund amount. Tip 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. Too many of those and their returns ability will be hindered. I am a buyer. Make sure the barcode is clear so the carrier can scan it easily. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. If you know me, you know Im not one of those people. Check out our FREE intro Workshop! If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. It is in the return interface, as the seller reports a buyer for being a bad buyer. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. Simply raise your price the 5% and that will cover the new 'fees' as there is not much you can do with the type of items you sell. 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). Required fields are marked *. Let the seller know how they can help resolve the problem. That is assuming the item is truly Not as Described. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. 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. The dispute is Not As Described. 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. 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. 01:47 PM. 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. However, we're here to help. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Purchase shipping insurance for your items Its well worth the money! Return Claim "Not As Described"? I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". The listing states that buyers are responsible for researching whether or not the item is compatible with their TV and there is no return for buying a non-compatible item. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. You can also check the progress of your return request at any time. 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. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. See ourpartial refund guidelines. There is a big reason for this. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Youll hear from us within 48 hours. We protect ourselves! Print an eBay return label Tip How long should I give a seller to fix the problem before I contact eBay? 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. What if an eBay buyer damaged an item and wants a refund? 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. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. 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. This will definitely help any return request case that comes your way and a good habit to get into. 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. 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. ", 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"). Tip Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. The carrier will then go and pick up the damaged item and do its own investigation of the damage. 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. 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 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 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! 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. The best option for you is to send a Return label, at your expense. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. This is a good option for low-value items. 11:35 AM. 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. 3. eBay will review your case and get back to you within 48 hours. See how to check the status of your return. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Choose the item above to start resolving a return. Accept the return:The buyer will send the item back to you for a full refund. 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. It sucks , but ebay says its your fault and buyers can return for an reason. Never received the item and i contacted ebay and seller and no response. Youll need to ship the item back before the date stated in this email. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. 01-08-2020 Ifyou use an eBay returns label, tracking details areautomatically uploaded. - edited Here's how to print an eBay return shipping label: Go to Purchase history . 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. In the rare instance, this can happen. eBay Money Back Guarantee policy, Welcome to the Selling board! What does the eBay Money Back Guarantee cover? If you have a complaint item not as described and you dont accept returns for a reason that is mentioned in your listing, eBay will side with you and you are in a position not to accept the return. Get in the habit of getting information from your buyer for reasons they are returning. If you lash back at them rudely, it will be much harder to work together to resolve the dispute. 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? 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. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 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. Many buyers only make purchases from sellers that offer a returns policy. Be accurate in your listings, it will save you money and a headache in the long run! Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. So the buyer gets 6.50 from eBay. The unofficial eBay subreddit. eBay Business Equipment Purchase Protection. This is a win win for both of us. We have several policies built into our business model that protect us from having to return items. When you create and turn on return rules, you agree to the eBay Returns Terms. If youre a reseller in 2023, you can find deals on items in many places. Another sale previously had the buyer claim an item was defective when I know it was not. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. We guarantee that you will get the item you ordered or get your money back. Still, it wouldn't really matter what you put in the description. If your item hasnt arrived, or isnt as described,let the seller know. Then and only then you give a refund for the item. This doesnt happen often, but it has happened! (MBG). Some business equipment categories that may be covered by the. 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. eBay gives this MBG for Australian and International buyers, however . Take good photos with good lighting from every angle. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. 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. . If the seller is responsible for return shipping, its important that they cover the costs. Please read the rules Covers your purchase price plus original shipping on virtually all items. There are two categories of return requests from customers: 1. Before you can send an item back to the seller, youneed to start a return. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under our seller protections. 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. The listing states that buyers are responsible for researching whether or not the item is compatible with their TV and there is no return for buying a non-compatible item. Read our most popular questions and answers about handling return requests from your buyers. Select. But it is. See our page on, Would you like us to help with an open return request? Do not give a refund without getting the item back! If we're asked to step in tohelp, we'll ask the buyer to return the item to you. That does not mean that you will automatically have to accept a return and refund their money if you get a request. You won't be able to re-open the request once it's closed. Refund the buyer, the buyer keeps the item. 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. Sometimes I want to say NO IT's the ONLY size I sell so there's NO CONFUSION! I dont have to pay to get the item back and the person is happy because I resolved their problem. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. My desire is that they get more than they are expecting! This months episode of the eBay Seller Spotlight podcast is live! Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. We'll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. I don't plan on stopping any time soon. Select your reason for closing the return from the dropdown, and add details if you want to. Simply print the label on normal paper and tape it to the package. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . If the expected shipping charges cost more than the expected refund or the refund value of a replacement or exchange, an eBay return shipping label wont be available. We all agreed to abide by eBays terms and polices as set forth in the User Agreement. You'll receive the return shipping label credit on your monthly invoice. This makes no sense and should be illegal. 1. View cart for details. Out of most of the reasons a buyer can choose for requesting a refund, "item not as described" is probably one of the worst offenses when it comes to eBay. What does the eBay Money Back Guarantee cover? If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. 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. 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).