You have the option of entering your reason for declining the request, but it will not be visible to the buyer. [CDATA[ Ebay has a 30 day money back guarantee that is available on most all items sold here. Give your rule a name and then select Save and turn on. See our page on. Read our article on, Need help with return shipping? If asked to step in and help, we may ask the buyer to return the item to you if any of the following apply: If we're asked to step in and help, you will no longer be able to issuea refundeven if you qualify to give partial refunds under our seller protections. Ebay has a 30 day money back guarantee that is available on most all items sold here. 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. 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). A dialogue will open as you type your search terms. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); First his reason for the return was, "Item not working" and now it has changed to"Item not as described". On the next page you'll see the refund amount. Read theSeller protections policyto find out how to qualify to issue partial refunds. Answer (1 of 15): You get a refund. If we're asked to step in to help, we may ask the buyer to return the item to you. Both buyers and sellers must meet all applicable return requirements. If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. If you don't refund to the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. if (!document.MAX_used) document.MAX_used = ','; Choose the item above to start resolving a return. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. 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. I denied the request, now Im pretty much waiting for negative feedback :(. If an authenticated item is eligible to be returned, the buyer will be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. The buyer claims the item is not compatible with his mobile phone. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns.. All you had to do was call eBay and it was done. eBay and PayPal will not even look at video evidence. Once you've accepted a return, the buyer should send the item back to you as soon as possible. In some cases, your response options may differ. Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. This is at the seller's discretion. Returns cannot be closed at the request of a seller. Currency exchange rate applied to refunds. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Just a heads up that you might want to to edit it for clarity. '&charset='+document.charset : (document.characterSet ? You must meet the requirements specified in this policy, including taking action within the required time frames; You may not seek resolution for the same issue by, You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order, If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site, eBay gift card or eBay voucher or eBay Bucks, Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services), Real Estate, Websites, Businesses for Sale, Digital content, Intangible goods,Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs, Industrial equipment and heavy machinery (see, Motor vehicles, including recreational vehicles, aircraft and boats (see, Evidence of successful delivery to the address provided in the, The buyer will receive a refund for the full cost of the item and original shipping, and, The seller may be required to reimburse eBay for the amount of the refund. Enter the amount you wish to offer the buyer. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. '&charset='+document.charset : (document.characterSet ? var m3_u = (location.protocol=='https:'? So let me get this straight? document.write (document.charset ? We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Go to your preferred carrier's website and purchase a label. 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? The above applies whether or not a seller accepts returns. My seller rating on eBay is 100% and I have had an account on eBay since 2009. am I required to pay for shipping? Slow but it beats the stress and aggravations. eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. As a no returns seller, I still get the option to accept a SNAD. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Carefully check the returned item before issuing a refund. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. Most sellers don't understand this. But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a buyer. You need to call ebay. 01:38 PM I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. Both buyers and sellers must meet all applicable return requirements. If the buyer does not ship the return by the specified date, eBay may close the return request. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. You accept returns in your policy and the buyer changed their mind about a purchase. Press question mark to learn the rest of the keyboard shortcuts. Whether you need to accept the return depends on their reason for opening the return. When a buyer opens a return request the funds related to the sale may be put on hold. When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing. What is defined as damaged, faulty or how it is described can be completely different things to different people. 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. eBay closes the case. The amount he wanted back was pretty much the whole amount once I deducted shipping. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement, Buyers and sellers permit us to make final decisions about all cases, including appeals. Buyers can always submit a return request, even if your returns policy says you don't accept returns. Big surprise there. In the wrong place? Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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. You are the seller. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 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. eBay may step in without the buyer asking if the seller didn't respond to the return request. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab. This dragged out the process, caused unnecessary stress and confusion. document.write ("&loc=" + escape(window.location)); eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. You are not alone. I.E. 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. If we don't see any indication that the item is on its way after 15business days, we may close the return and protect you from negative feedback. if (document.mmm_fo) document.write ("&mmm_fo=1"); document.write ("?zoneid=4"); Some have lost thousands. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Something went wrong. 2 business days after receiving the returned item. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. I stupidly forgot I had free returns on that listing, so I can't charge a restocking fee. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. Trading Cards have a more limited return window. I had a return request today for a shirt brand new with tags and the reason for the return request was does not fit. I was surprised they were even allowed to request a return since I specifically specified returns werent accepted. 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. When you open a return request because the item did not match the description the seller has the option of accepting your return and sending you a label OR of refunding you right away and not requiring a return. Tip Thanks for being honest about this. Buyer's expect returns. Here you can discuss returns with other members. 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, How to handle a return request as a seller, Video: how eBay return policies work for you, Video: growing your business with returns, Seller Protections are in place for those impacted by winter weather, eBay Motors announces the eBay Guaranteed Fit Program, Seller Protections for the South and Central US, 7 Questions with Stephanie Garcia of MamaBreaks, Seller Protections for shipping delays due to winter storms and flooding, 7 Questions with Gerron Moore of Big Dreams, IRS announces delay in new $600 1099-K tax reporting threshold, Seller Protections are in place for sellers impacted by Winter Storm Elliott, 7 Questions with Camilla and Khang of TheFIResellers, USPS decreased rates for Priority Mail labels effective December 9, 2022, In Celebration of Sellers and Small Business, URGENTjoin our grassroots campaign to raise the new IRS tax reporting threshold, 7 Questions with Alex Carrera of Save A Suit, FedEx Home Delivery Rates Decrease Effective November 8, 2022, Shipping labels update for Authenticity Guarantee-eligible sneakers. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. In the last two cases the buyer keeps the item and gets refunded. I originally shipped the item via FedEx because it's cheaper for heavier items. 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. @missjen316 wrote: Fit issues are not covered by the MBGs. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. This feature may not be used to recoup market losses on items returned in the same condition or recoup return postage and restocking fees. var m3_r = Math.floor(Math.random()*99999999999); 01:47 PM 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). Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. It fixes posts like this one more often than it breaks them. You purchased an item from me well aware that I do not accept returns, you then proceed to use this item for approximately 23 days before deciding that it just doesn't work for you and now you want to purchase something else? Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 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. The seller claims the item is not compatible with his mobile device. Many sellers have a no returns policy, which is perfectly VALID on Ebay, b/c their category gets a lot of returns for fit, changed mind, didn't like the color, etc. The seller responds to the buyer's request. Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. Once you've accepted a return, the buyer should send the item back to you as soon as possible. But, yes, you get refunded and get to keep the item as well. When a buyer opens a return request, the funds related to the sale may be put on hold. 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. 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. You probably won't win, but if you don't call, the chance of you winning is ZERO. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); Also this makes the process require the buyer send the item back instead of filing a claim. The seller is required to respond and honor their returns policy. For example, you may have opted to automatically accept return requests. What in the actully insanity is this? New comments cannot be posted and votes cannot be cast, The unofficial eBay subreddit. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. If you do not accept returns, eBay will force you to accept any item not as described return case even if there really isnt a problem with the item itself. See Partial refund guidelines. But once . If the customer wants to return your item bad enough regardless of the real reason for the return. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). Tip For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. 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 . 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??? 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. 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. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. Upload your own label The buyer will send the item back to you for a full refund, including the original postage cost. I agree it is very annoying they waited 23 days but they can claim they exhaustible try it to make it work and did not want to give up too fast. 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. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. In some cases, we may automatically accept a return request on your behalf. I am not a professional seller, I just wanted to get rid of some of my old tech items and thought I could make some of my money back from the original purchase. I am not saying that's what OP was doing, just informational, since they are new to SNADs. Depending on your return policy, this may or may not include the original shipping cost. Your reply explains just the opposite. Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. This is a good option for low-value items. I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. Now, even clear cases of buyer's remorse are allowed to return. Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund. If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns). Help for buyers and sellers. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. Attach the label from your desktop or mobile device. Keep in mind that some returns can remain open for up to 35 business days. See Evidence of successful delivery to the authenticator below. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. Ebay siding with buyers 99% of the time will eventually be the death of them, I guarantee it. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. This includes, but is not limited to: In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension. if (document.mmm_fo) document.write ("&mmm_fo=1"); The seller is required to respond and provide either tracking information, delivery updates, or a refund. See our Condition of returned items policy. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the, Signature confirmation, on orders with a total cost of $750 or more. 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. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. Also this makes the process require the buyer send the item back instead of filing a claim. Also a seller you are always going to have bad buyers here and there, its. A Not as Described case does not require you to return the item at your expense. Whats the point of offering sellers the option of not taking returns. 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 you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. eBay Money Back Guarantee covers most transactions on eBay. If the buyer is responsible, choose your return address from the dropdown menu. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. How to go about returning an item when a seller doesn't accept returns? If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. The seller is required to respond and provide a solution to the buyer's issue. Add a message to the buyer explaining why the refund wasn't full. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency. Fill in the total refund amount (s) and the return reasons. If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. The item was shipped and confirmed as delivered. Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. As a buyer, for your transaction to be eligible for eBay Money Back Guarantee: As a seller, for transactions where eBay Money Back Guarantee applies: Eligible payment methods, excluded items, additional exclusions. I've tried sending messages, and all he says is "it doesn't work". So they can make it sound as the 23 days was trying to help you. 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. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. Classic Ebay sneak move. Select the percent you want to deduct from the refund amount. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. Tip When you receive an item that does not match the description or arrives broken the money back guarantee overrides any return policy the seller may have. Enter a return merchandise authorization number, if you use them. If we're asked to step in and help, we may ask the buyer to return the item to you. 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. You don't accept returns in your policy and the buyer changed their mind about a purchase. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. Proof that the buyer collected the item When an item not as described claim is filed the seller is required to either pay for a return shipping label OR refund in full. 01:39 PM. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer canask us to step in and help. 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. But I've never heard that automatically happens just because a seller doesn't offer returns. The authenticator's address will be provided to the seller in the Order details. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. Add a message to the buyer explaining why the refund wasn't full. 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. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address.