This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. This can be useful when the buyer isn't completely satisfied with their purchase. I feel that I am being totally screwed. Returns not accepted is outdated online. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. My post was to the OP, not you. 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. @missjen316 wrote: Fit issues are not covered by the MBGs. var m3_u = (location.protocol=='https:'? 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. 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. This is a good option for low-value items. //]]>-->, For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". 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). Our video below also shows the steps you can take to offer a partial refund on eBay. 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. Enter the amount you wish to offer the buyer. The authenticator's address will be provided to the seller in the Order details. Buyer's expect returns. 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. I quit selling on EBay for this reason. Should I wait for the seller to contact me? There's very little you can do, I've sold items as 'for parts or not working' before and had them returned after the buyer had failed a repair and made the item unrepairable. Need to report a problem or not sure about the next steps? You can also find more information in our full article below. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. For example, you may have opted to automatically accept return requests. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. You can see it on the listing if it qualifies. Both buyers and sellers must meet all applicable return requirements. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) First his reason for the return was, "Item not working" and now it has changed to"Item not as described". 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). I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not meet their return requirements: 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 shipping costs. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). New comments cannot be posted and votes cannot be cast. eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. 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? Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they: A buyer may not seek resolution for the same transaction under more than one buyer protection program. See Partial refund guidelines. But once . There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. In the last two cases the buyer keeps the item and gets refunded. Proof of delivery for returned items Extortion is now excusable as long as buyer mails you back anything including a brick. If an item is returned used or damaged, it may be appropriate to give a partial refund. 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. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Sorry if these are easy answers, I've never done this before! In some cases, your response options may differ. This is the loophole. Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option. Select the percent you want to deduct from the refund amount. I have an email that I have never seen in my 20 years at eBay. Tip. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Depending on your return policy, this may or may not include the original shipping cost. See ourpartial refund guidelines. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under our seller protections. And we had to let him. Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when: Final sale definitions by product category, Trading Cards - opens in new window or tab, Luxury bags & accessories - opens in new window or tab. You can also open your Returns dashboard and select View return details from beside the item. Im on the phone with eBay seeing what if any options I have. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. You can choose whether to accept returns if a buyer changes their mind about a purchase. If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. However, sellers cannot refuse REFUNDS. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. A dialogue will open as you type your search terms. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . Give a full refund The buyer will receive a full refund. if (!document.MAX_used) document.MAX_used = ','; This is the first time I have ever experienced an issue such as this. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Many posts in here from sellers about this. Best practices for avoiding and handling issues with buyers, Your options for responding to a return request, Partial refund guidelines where the item is returned used or damaged, choose how you'll arrange for the item to be returned, How to give a partial refund after the item is returned. Its out of their hands at this point as the buyer filed the PayPal claim. 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. Press question mark to learn the rest of the keyboard shortcuts. You probably won't win, but if you don't call, the chance of you winning is ZERO. 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. Offer a partial refund The buyer will receive a partial refund, and they'll keep the item. 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. 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. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); If the item is returned used or damaged, you may qualify to give the buyer a partial refund. But I certainly won't be surprised if I have to allow a return anyway. Select your reason for the return. See Partial refund guidelines. Simply put, your proof does not matter because they will make endless excuses about how it could be fake or not accurate. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. I was not trying to show how it 'benefit a buyer". Refunds and billing for return shipping costs 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. Select your carrier and enter the tracking number. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. 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. What is defined as damaged, faulty or how it is described can be completely different things to different people. am I required to pay for shipping? Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. And frankly, I'm 100% okay with that. 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. You are not eligible for any fee credits when you deduct from the buyer's refund because they returned the item used or damaged. If asked to step in tohelp, 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 issue a refund even if you qualify to issue partial refunds under our seller protections. eBay and PayPal will not even look at video evidence. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". Just a heads up that you might want to to edit it for clarity. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. 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. 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. var m3_r = Math.floor(Math.random()*99999999999); If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. I also sent the manufacturers specifications which show compatibility. The seller is required to respond and honor their returns policy. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features, or losing seller protections. You can choose whether to accept returns if a buyer changes their mind about a purchase. From my experience it does deter some buyers from initiating a return request. 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. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. Whats the point of offering sellers the option of not taking returns. For more information, see our, Any images added to a return request must be relevant to the return reason and comply with our, When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere, The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and, Signature confirmation, on items with a total cost of $750 or more. This isn't working for me. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. Keep in mind that some returns can remain open for up to 35 business days. You are not alone. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. 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. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. 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. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. There is no more seller protection. If a seller loses a chargeback they may be eligible for payment dispute seller protections. The item was forwarded as part of an eBay program such as: The buyer used third-party freight forwarding or mail redirection, The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher, The buyer didn't pay applicable customs fees or duties for any other reason, The item was not made available at the selected store, The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame, The item arrived with shipping cost still owing because the seller didn't apply enough postage, The buyer refused delivery for any other reason, The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request. Once the seller has accepted the return, or 3 business days after the request date, 21 business days after the request date, if the seller never responded, 10 business days after the refund deadline has passed, if the seller is issuing a refund, Evidence that the buyer and seller have each met their, Whether the seller breached eBay policies when listing the item, Whether the item can be shipped back to the seller, The seller will be required to reimburse eBay for the amount of the refund, and, The buyer may not be required to return the item, If the seller doesn't offer returns, the buyer must request a return no later than 3 calendar days after the, If the seller offers returns, the buyer must request a return within the seller's stated return window, The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use, The buyer must request a return but may not be required to ship the item back to the seller. When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons.
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