Slow but it beats the stress and aggravations. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. Whats the point of allowing me to choose no returns when they will side with the buyer when they are ignoring communication and theres no claim open??? 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. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. Something went wrong. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. Our video below also shows the steps you can take to offer a partial refund on eBay. Shopping Cart Integrations ii. Read our most popular questions and answers about handling return requests from your buyers. Copyright 1995-2023 eBay Inc. All Rights Reserved. If the seller (even one with a No Returns policy) demands a return, he does not have to refund until the disputed item is returned, although he may be required to pay for that return. Extremely frustrating. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. The seller is required to respond and honor their returns policy. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable). It is possible that they hit the wrong button and did not mean to refund you immediately - but if they do contact you and tell you something like that then just ask them to send you a return shipping label. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Save the label to your desktop or mobile device. 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. On our second correspondence the buyer replied, "unfortunately doesn't work for me. In some cases, your response options may differ. When the buyer opens a return request we'll notify you by email (to your registered email address) and througheBay Messages- opens in new window or tab. Go to your preferred carrier's website and purchase a label. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Tip As a no returns seller, I still get the option to accept a SNAD. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. 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. document.write ("?zoneid=4"); Tip - edited @missjen316 wrote: Fit issues are not covered by the MBGs. In most instances, we will notify buyers and sellers with an, Open duplicate claims using other resolution methods, or, Engage in fraudulent or abusive buying behavior, or, Colluding with a seller to wrongly declare an item's value for customs, Filing a chargeback after receiving a refund, Claiming an item was not received when there is proof of delivery to the address provided on the, Falsely claiming an item was not as described, Opening duplicate cases using other buyer protection programs, Returning an item other than the original item received, Using or damaging an item and then returning it, We may provide buyers and sellers with access to each other's contact information in accordance with our, eBay Money Back Guarantee is not a product warranty, For items shipped through the Global Shipping Program, the program's, In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the shipping service used, whether tracking is available to show the status of a shipment, a seller's extended return window, or other circumstances such as fraud, Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. 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. eBay may step in without the buyer asking, if the seller didn't respond to the return request. A dialogue will open as you type your search terms. They say, Buyer beware but what about the sellers? How do I know that he did not damage this item in the 20 plus days that it has been in his possession since purchasing it? 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. This is a good option for low-value items. 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. See our Partial refund guidelines for more details. The buyer returned the item used or damaged. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. How to accept a return when the buyer changed their mind about a purchase. If the buyer does not ship the return by the specified date, eBay may close the return request. To maintain that trust, we expect all members to treat each other with respect. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). When a buyer opens a return request, the funds related to the sale may be put on hold. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches . If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return shipping costs. In the last two cases the buyer keeps the item and gets refunded. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); This is the loophole. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. 01:38 PM Add a message to the buyer explaining why the refund wasn't full. See Partial refund guidelines. You have 3 business days to respond to the request and resolve the buyer's issue. My seller rating on eBay is 100% and I have had an account on eBay since 2009. Some returns may remain open for up to 35 business days. But I certainly won't be surprised if I have to allow a return anyway. But we don't get back the cost of shipping originally eBay has made big strides in treating buyers fairly in recent years, at least compared to where they were around the start of the decade, but this decision is among the worst. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. The item in question is an electronic stabilizer with moving parts and motors. Items that display the Authenticity Guarantee - opens in new window or tab badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. 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. Carefully check the returned item before issuing a refund. eBay may step in without the buyer asking if the seller didn't respond to the return request. When a buyer opens a return request the funds related to the sale may be put on hold. While true, that I cannot refuse it, if I don't reply, Ebay would allow them to keep the item, but as long as I reply, I can & do require the item to be returned, as do all the no returns sellers I know. Read theSeller protections policyto find out how to qualify to issue partial refunds. Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing. The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later. 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. See our seller protection policy to find out how to qualify to give a partial refund. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. Create a list of items the rule applies to. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Some have lost thousands. On Wednesday September 18, 2019 the buyer requested a return despite the fact that I had specified no returns in the listing. 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. They also state that they cant guarantee the condition of the item being returned. 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. Enter a return merchandise authorization number, if you use them. 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. document.write ("<\/scr"+"ipt>"); You can see it on the listing if it qualifies. Sorry if these are easy answers, I've never done this before! If an item is returned used or damaged, it may be appropriate to give a partial refund. Also this makes the process require the buyer send the item back instead of filing a claim. Create an account to follow your favorite communities and start taking part in conversations. 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. 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. 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 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 didn't 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. ("free returns" or "buyer pays"). When you agree to give the buyer their money back, or once you receive the returned item, you'll need to accept their refund request and give them the refund within 2 business days. If the buyer is responsible, choose your return address from the dropdown menu. To start a return, select the item you want to send back from your recent purchases above, or follow the steps below: and select Return this item. the seller life. 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). See Evidence of successful delivery to the authenticator below. Otherwise you can consider this closed - nothing more for you to do. For example, you may haveopted to automatically accept return requests. So they can make it sound as the 23 days was trying to help you. If we're asked to step in to help, we may ask the buyer to return the item to you. Either way this whole fiasco will cost me over $100, plus I'll have to refund the full amount even if he sends me back a box of feces. If we're asked to step in to help, we may ask the buyer to return the item to you. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. See the table below for guidance on issuing a partial refund. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. 2 business days after receiving the returned item. Tip Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. The amount he wanted back was pretty much the whole amount once I deducted shipping. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. However, sellers cannot refuse REFUNDS. The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. I denied the request, now Im pretty much waiting for negative feedback :(. We've outlined yourresponse options below. Copyright 1995-2023 eBay Inc. All Rights Reserved. Enter the amount you wish to offer the buyer. document.write ("