See Evidence of successful delivery to the authenticator below. 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.. Also this makes the process require the buyer send the item back instead of filing a claim. 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. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); It may only be used to recoup losses when an item is returned used or damaged. 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 it 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 didnt 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. If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. Proof of delivery for returned items 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. 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. In some cases, we may automatically accept a return request on your behalf. If an item is being returned, the seller is responsible for return shipping. If a seller loses a chargeback they may be eligible for payment dispute seller protections. 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. I just sell locally to avoid all shenanigans. - edited If you offered free shipping, you'll need to refund the buyer the full amount of the item. Select your carrier and enter the tracking number. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. 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. Carefully check the returned item before giving the refund. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. 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. Select the percent you want to deduct from the refund amount. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. If we're asked to step in to help, we may ask the buyer to return the item to you. This is a good option for low-value items. It fixes posts like this one more often than it breaks them. Fill in the total refund amount (s) and the return reasons. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. Should I wait for the seller to contact me? Buyers can always submit a return request, even if your returns policy says you don't accept returns. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); 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. Give a full refund The buyer will receive a full refund, and they'll keep the item. 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. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Select. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. If the item is returned used or damaged, you will no longer be able to give a refund to the buyer even if you qualify to give partial refunds under our seller protections. No returns sellers can't "refuse" a SNAD. If the seller is responsible for return shipping: Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on: The table below sets out which of these applies when determining the latest date to report an issue or request a return. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. Returns related questions? I waited a week and called eBay to close the request as obviously the buyer is ignoring it and my money is on hold and was told that they would step in and make a decision. Now, even clear cases of buyer's remorse are allowed to return. Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. 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. Please use this in a story so everyone knows. SeePartial refund guidelines. document.write ("&loc=" + escape(window.location)); [CDATA[ eBay Money Back Guarantee applies when: The buyer doesn't receive an item; The item received by the buyer doesn't match the listing, for example: . Currency exchange rate applied to refunds. You can also use this option if you want to offer to let them exchange the item. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. Sellers are required to deliver the item as it was described in the listing. I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. 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. Annoying isnt it. eBay may step in without the buyer asking if the seller didn't respond to the return request. For more information about buying and selling internationally, please see our policies on International selling and International trading. How is it a benefit? 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. Add a message to the buyer explaining why the refund wasn't full. 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. I received two return requests this evening. Select. Open a Disput. 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. The buyer requests a return in their My eBay and you'll be notified by email. They say, Buyer beware but what about the sellers? This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. Some have lost thousands. Both buyers and sellers must meet all applicable return requirements. 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. 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 . Tip 04-18-2022 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. document.write ("'><\/scr"+"ipt>"); document.write ("'><\/scr"+"ipt>"); Choose the item above to start resolving a return. 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. You can also open your Returns dashboard and select View return details from beside the case. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. In the last two cases the buyer keeps the item and gets refunded. Most sellers don't understand this. There is no more seller protection. And frankly, I'm 100% okay with that. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. The seller responds to the buyer's request. 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. It's really gotten to the point of embarrassing on their part and they don't even realize it (or just don't care). 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. The return is treated as if the item didn't match the listing. Had a buyer with a sub 5 single digit feedback in 5 years message me saying item was broken but before he leaves a feedback to send him partial refund and he'll keep it. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. You can sue the buyer in small claims court but it may not be worth the effort unless you really want to screw him over. 01:47 PM. Once you've accepted a return, the buyer should send the item back to you as soon as possible. How do people alwats confuse this. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. Tip 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. 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. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. A delivery status of "delivered" with a receipt scan by authenticator; The recipient's address, showing the authenticator's address that matches the one found on the, The seller doesn't honor their stated returns policy, The seller doesn't offer returns or the return window stated in the listing has passed, The seller doesn't offer returns or the return window stated in the listing has passed, or, The buyer chooses to send an eligible item to the eBay vault, or, The buyer purchases an item that is currently stored in the eBay vault, The seller doesn't offer returns or the return window stated in the listing has passed, and, Check the seller's stated returns window in the listing, 2 business days after receiving the returned item, The seller's return address should be up to date in their, The seller must pay any applicable customs fees or duties on the returned item, When refunding the buyer, the seller must issue the refund through the return request on eBay, When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer, The buyer must return the item in the same condition in which it was received.

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