Escalate to eBay if you don't reach a resolution within 3 business days. When I have photographs of how I shipped my item, I will have those as proof. Purchase shipping insurance for your items Its well worth the money! Required fields are marked *. 01:47 PM. 01-08-2020 As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. Read our most popular questions and answers about handling return requests from your buyers. Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. See the table below for guidance on issuing a partial refund. Learn the fundamental steps for running an eBay business. Ebay sides with buyers in not as described claims. We guarantee that you will get the item you ordered or get your money back. The terms authorize us to include fees for item refunds or return shipping on your monthly invoice, which may be charged to your automatic payment method on file, if any. 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. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. When you create and turn on return rules, you agree to the eBay Returns Terms. Generally, theyll ask you to send the item back using one of the following: The sellermay contact you to make other arrangements, such as returning the item to their store or reimbursing you for return shipping. See how to check the status of your return. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. They will just accept that they are not covered and walk away. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. In the rare instance, this can happen. Your item didn't match the listing, or it arrived faulty or damaged. Select View return details. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. 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. Tip You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. 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. The best option for you is to send a Return label, at your expense. How you request the return depends on how you bought them. As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. 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 a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. Tip ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. On the next page you'll see the refund amount. 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. No. NOTICE: 3D glasses are all different and must have a compatible TV set to work. How to deal with "Item not as described" returns that are not valid. Your email address will not be published. This happens more often than not. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Select your reason for closing the return from the dropdown, and add details if you want to. Depending on your return policy, this may or may not include the original shipping cost. Let the seller know how they can help resolve the problem. Good luck! You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. I don't plan on stopping any time soon. These charges are based on rates eBay negotiated with the USPS and are typically less than what you would pay at the post office for the same item. 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. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? If you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing. 1. 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. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with 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. 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. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. You can even notate it in your description when you list anything that might be wrong with the item. I pretty much do the same thing every time. Ninety percent of people will just not think to call them and fight it. 09:32 AM Your email address will not be published. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Tip 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. 01-08-2020 The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. Sellers accept the majority of the risk when choosing to sell here. Always, always be nice! If the item is returned used or damaged, you may qualify to issue a partial refund. 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". 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. You can choose to add a message to the buyer. If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution Center so that we can help you. If you've changed your mind and no longer want to return your item, it's easy to cancel your request. See our Partial refund guidelines for more details. Do I need to pay extra for the eBay Money Back Guarantee? I find that if an item sells once, it will again. 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. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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 ourseller protections. Ebay sides with buyers in not as described claims. Take great pictures! I try to get them to give me the reason for the return. What if an eBay buyer damaged an item and wants a refund? Something went wrong. If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. I always encourage our members to use those photos! Whenever an item that I ship is damaged, I put in a claim with the carrier. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. Open a case and try to work things out with the seller. 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. But they don't have to disrupt your businessor your profits. Simply print the label on normal paper and tape it to the package. That is assuming the item is truly Not as Described. 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 unofficial eBay subreddit. I have been selling on eBay for 23 years and I do not accept returns and never have. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. If you havent received an item, we usually refund your money immediately via PayPal. 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. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Research your model before purchasing this because there will be no returns for buying the wrong item. Examples of alternative shipping arrangements. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. Make a point to take action on your listings to avoid unwanted 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. Adding tracking details to your return helpsprotect against delays or issues in the refund process. Do not give a refund without getting the item back! If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. 11:34 AM There are two categories of return requests from customers: 1. 17 votes, 21 comments. If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it. It shouldnt be like this, I know. Located in: Ciudad Autonoma de Buenos Aires, Argentina. 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. This is something I have saved as a document and I just copy and paste it into all of my listings. The eBay Resolution Centre is at the bottom of this page. Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. Refund the buyer, the buyer keeps the item. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. In most cases this is true. To request a return, select the item you want to send back from your recent purchases above, or use the button below. and another item where the item returned was not the part I sent. Refund the buyer, the buyer keeps the item. 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. Make sure the barcode is clear so the carrier can scan it easily. I am asking fellow sellers what you do in a case like this: An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. Most sellers refund as soon as they get the item back. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. How they can respond depends on the reason for your return: Accept your return request and offer a full refund You'll return the item and the seller will then issue a full refund depending on their returns policy, this may or may not include the original shipping cost. It is in the return interface, as the seller reports a buyer for being a bad buyer. Here are the main reasons you might ask us to step in and help on a return: Don't leave it too long to ask us to step in and help. If you know me, you know Im not one of those people. Once you request a return, the seller should get back to you within 3 business days. We'll automatically close a return request if there's been no activity. Say something like: There is a scratch on the back, please see photo #9 for details. Does the tracking number show it was delivered? Now I'm supposed to give a full refund, but it says "once buyer returns the product", so doesn't this mean I won't have to since the can't return it? Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . If it is a lame reason (and sometimes it is! If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. If you offered free shipping, you'll need to refund the buyer the full amount of the item. Having an accurate listing description is so important, especially if you are selling used items like I am. See Partial refund guidelines. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. Youll need to ship the item back before the date stated in this email. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. This is a good option for low-value items. 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! Sometimes I want to say NO IT's the ONLY size I sell so there's NO CONFUSION! 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. Since last Fall, a Top Rated Seller does not need proof. 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. Send a message to the customer to solve the problem. You can still close it if things are resolved. But anyway, what I have been known to do is to change condition of new item to New Other, and then add a few crucial details and specifics in the Condition Description box HOPING they MIGHT actually read it. 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. Select the percent you want to deduct from the refund amount. 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. If you havent received an item, we usually refund your money immediately via PayPal. Learn more about our signature confirmation requirements. Listen to this weeks podcast to hear sourcing methods from a seller! 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. So what happens if your eBay item is not as described? itemyou can deduct up to 50% We'll remove feedback and defects and we'll take care of any remaining issues with the buyer You'll receive a credit for returns shipping cost when the buyer falsely says the item is not as described. Be accurate in your listings, it will save you money and a headache in the long run! If, after a few days, youre not happy with the sellers resolution, were here to help. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. If the seller wont cover the cost, let us know by asking eBay to step in. 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. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. How long should I give a seller to fix the problem before I contact eBay? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. There is a big reason for this. Carefully check the returned item before issuing a refund. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . When you start selling on Ebay, decide if you are willing to take returns at all. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. This may sound like overkill to you, but stay with me while I explain! See ourpartial refund guidelines. I cant make the buyer read it! 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. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. 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 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! 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. View cart for details. Learn more about our Condition of returns policy. where! If you choose to use your own carrier, we recommend using a tracked service. Some returns may remain open for up to 35 business days. This is a good option for low-value items. Were not perfect and we can make mistakes. eBay gives this MBG for Australian and International buyers, however . Just go to the ResolutionCenter and let us know. You can go to the Resolution Center and contact the seller. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. 07-05-2020 Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. He tried to re-tie it down with new straps and put in a request for a refund. 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. It covers purchases paid with PayPal and most other electronic payment methods. Check the seller's return policy in the listing to see who is responsible for return shipping costs. 11:35 AM. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. Read the complete details about the eBay Money Back Guarantee. Whether you need to accept the return depends on their reason for opening the return. 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 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. 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. This will definitely help any return request case that comes your way and a good habit to get into. In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. The eBay Money Back Guarantee is not a product warranty. 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. How to issue a partial refund after the item is returned. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. Choose the item above to start resolving a return. Send you a message The seller may ask you for some more details about your return request. 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. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. We guarantee that you will get the item you ordered or get your money back. 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. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. If you're not able to resolve things with the seller, you can ask us to help. 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. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. Add a message to the buyer explaining why the refund wasn't full. This was one of those times I was pretty happy I had taken photographs while I was packing it. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. You can always report the buyer later for misusing the MBG. Keep in mind that some returns can remain open for up to 35 business days. Buyer pays for return postage: . This is a win win for both of us. We'll review your case and contact you within 48 hours. Not to do partial returns 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. 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). eBay Money Back Guarantee policy, Welcome to the Selling board! Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. 01:47 PM Check out our FREE intro Workshop! 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. 2. Once you've accepted a return, the buyer should send the item back to you as soon as possible. So the buyer gets 6.50 from eBay. 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 used to send out many of my items without insurance! 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'. Disclaimer. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. Select your reason for the return and enter a comment about why you're returning it. I find too many fun toys for my family (or myself), and just love the whole process. (2) One does not activate this seller protection by calling customer service.