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. They will just accept that they are not covered and walk away. 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. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. 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. Enter the amount you wish to offer the buyer. Open a case and try to work things out with the seller. When the seller replies, we'll send you an email with details of the next steps. 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. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. So what happens if your eBay item is not as described? If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. 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%*. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. I am a buyer. View cart for details. Good luck! Choose the item above to start resolving a return. And this is my fault? If you offered free shipping, you'll need to refund the buyer the full amount of the item. We guarantee that you will get the item you ordered or get your money back. How to Set up Your Shipping Options: First Steps, Learn more how to set up return options in Sell Your Item form, Learn more how to set up two basic return rules, Learn how to set up advanced return rules, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to Set up Your Shipping Options: Step-by-step Guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Changes to VAT import regulations for the EU in 2021, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? Buyers can always submit a return request, even if your returns policy says you don't accept returns. I sent him a message apologizing and requesting more information and photographs of the damage. 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. Regardless of the outcome, will the buyer be able to leave negative feedback? 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. We have several policies built into our business model that protect us from having to return items. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. Within our return policy, we state that return shipping is paid by the buyer. What does the eBay Money Back Guarantee cover? Youll need to ship the item back before the date stated in this email. where! Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. - edited 07-05-2020 Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. How to use your eBay earnings to purchase shipping labels. If they are rude or threatening to you, do not retaliate. Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. ", 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 you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. . The seller has 3 business days to get back to you. See how to check the status of your return. 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. You can also check the progress of your return request at any time. Couldn't tell you if it helps but it doesn't hurt. You can choose whether to accept returns if a buyer changes their mind about a purchase. 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. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Seller with 11000 feedback. EBay gives you the opportunity to add 12 photos to your listing. I try to get them to give me the reason for the return. Many eBay sellers accept returns if you've changed your mind. If your item hasnt arrived, or isnt as described,let the seller know. 1. How to deal with "Item not as described" returns that are not valid. 07-05-2020 The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. What does the eBay Money Back Guarantee cover? If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. If you know me, you know Im not one of those people. I used to send out many of my items without insurance! Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". 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. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. 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. Check out our FREE intro Workshop! If you offered free shipping, you'll need to refund the buyer the full amount that they paid. and another item where the item returned was not the part I sent. You dont need a special printer or self-adhesive labels when printing return shipping labels. Copyright 1995-2023 eBay Inc. All Rights Reserved. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site featuresor losing seller protections. Tip I find too many fun toys for my family (or myself), and just love the whole process. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. A dialog will open as you type your search terms. 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. Tip When youre responsible for return shipping costs and you're using an eBay return label, we deduct the amount from your refund. 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. Ebay sides with buyers in not as described claims. It was an auction that I won. 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. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. At any rate, there is no such policy as "no returns" when a buyer files a not as described case, even if they make everything up. Car & Truck Safety & Security Accessories, Returns, missing items, and refunds for buyers, How to print an eBay return shipping label, If the seller is paying for return shipping, how to print an eBay return shipping label, Select the shipping carrier from the dropdown list. So having a returns policy can give you a competitive advantage. .. in essence. Honestly, this is one of those lessons I have had to learn the hard way. It may only be used to recoup losses when an item is returned used or damaged. Copyright 1995-2023 eBay Inc. All Rights Reserved. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. The seller will also pay for return shipping. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. 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. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. It sucks , but ebay says its your fault and buyers can return for an reason. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. On the next page you'll see the refund amount. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. I first contact the buyer and find out what is wrong with the item. 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. (2) One does not activate this seller protection by calling customer service. Tune into our last eBay for Business podcast episode of 2022! However, we're here to help. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. By having insurance, the buyer got his money back and I was still paid for my item. If youre a reseller in 2023, you can find deals on items in many places. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. That does not mean that you will automatically have to accept a return and refund their money if you get a request. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Research your model before purchasing this because there will be no returns for buying the wrong item. When I have photographs of how I shipped my item, I will have those as proof. I also had a listing that was marked as parts only returned as defective? Shipping has definitely been delayed with everything going on. Print an eBay return label Tip Add a message to the buyer explaining why the refund wasn't full. Just go to the ResolutionCenter and let us know. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. 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. 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. Read theSeller protections policyto find out how to qualify to issue partial refunds. See our Partial refund guidelines for more details. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. There are several ways you can send an item back to the seller. It covers purchases paid with PayPal and most other electronic payment methods. If you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. 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. Youll hear from us within 48 hours. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Whenever I get a return request, I always send a message to the buyer apologizing for any inconvenience and then I take the approach to get information so I can help them. Something went wrong. 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). You can't deduct the original shipping cost from any refund amount. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. eBay gives this MBG for Australian and International buyers, however . 01-08-2020 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.. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Just go to the ResolutionCenter and let us know. But the seller should communicate with you. If the buyer is responsible, choose your return address from the dropdown menu. This will help make you a top seller and keep money in your pocket! I can only put it in the listing. The unofficial eBay subreddit. When a buyer opens a Not As Described case, the sellers options are few. You can chat with other sellers about anything to do with running a business on eBay. Take a front, back, side, and inside view of your item. Returns happen. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. Something went wrong. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. Why didn't you check the size before ordering? Take great pictures! Their listing states they do not accept returns. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? What do you mean by adding sold as is to your terms and policies? Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? You can also find more information in our full article below. 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. 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. We've outlined your response optionsbelow. Something went wrong. 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. Help for buyers and sellers. eBay Exporter of the Year was a great success! 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. 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. Buyer pays for return postage: . 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! Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. The eBay Money Back Guarantee is not a product warranty. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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. Learn more about our Condition of returns policy. Be accurate in your listings, it will save you money and a headache in the long run! If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception, If the item doesn't match the listing description, or if it is faulty or arrived damaged, you may be eligible for. If you do not refund, and the buyer asks eBay to step in, you will receive a defect on your account, your Final Value fees are forfeited, and the buyer keeps the item. Do not refund until your item is back to you. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. Offer customers 30 day refund policy because EBay is always going to side with customers. If we're asked to step in to help, we may ask the buyer to return the item to you. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. SelectExamples of alternative shipping arrangements below for more information. So the buyer gets 6.50 from eBay. See Partial refund guidelines. If you choose to use your own carrier, we recommend using a tracked service. With this selected, I am giving a clear eBay return policy. 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. Refund the buyer, the buyer keeps the item. 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. 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. That is assuming the item is truly Not as Described. A buyer insists the item was not as described in order to force a return. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . Noin line with 'ebay reality' it works .more like THIS as posted upthread>>>>>>>>Still, it wouldn't really matter what you put in the description. 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. Enter a return merchandise authorization number, if you use them. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. I have learned that none of my items are shipped without insurance. You could put something like this in your listings; Compatible Models are:Sony KD. TV MATERIALSony Sony KDLSony KD.Sony XB. or "The Sony Active 3D glasses are compatible with most Bravia", Still, it wouldn't really matter what you put in the description. 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. This months episode of the eBay Seller Spotlight podcast is live! Copyright 1995-2023 eBay Inc. All Rights Reserved. Returns cannot be closed at the request of a seller. You have 3 business days to respond to the request and resolve the buyer's issue. 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. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Since last Fall, a Top Rated Seller does not need proof. The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesnt match the listing description. Received a damaged item with a missing part. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. 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). If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. You won't be able to re-open the request once it's closed. If the problem is small, I take advantage of the eBay partial refund policy. When you create and turn on return rules, you agree to the eBay Returns Terms. But it is. Select View return details. If you're not able to resolve things with the seller, you can ask us to help. This happens more often than not. You accept returns in your policy, and the buyer changed their mind about a purchase. This may sound like overkill to you, but stay with me while I explain! 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. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Its very, very important to take photographs for your records both using freight and Fedex and UPS. The best option for you is to send a Return label, at your expense. For more information, see our Condition of returned items policy. Ninety percent of people will just not think to call them and fight it. I threw everything away". 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. I always encourage our members to use those photos! We protect ourselves! Holiday shipping is now in full swing, check out these helpful shipping tips! Read our most popular questions and answers about handling return requests from your buyers. Your email address will not be published. Covers your purchase price plus original shipping on virtually all items. He tried to re-tie it down with new straps and put in a request for a refund. 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. This was one of those times I was pretty happy I had taken photographs while I was packing it.