This is obviously not how I shipped it out and was damaged in shipping. When a buyer opens a return request the funds related to the sale may be put on hold. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 2. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! 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. NOTICE: 3D glasses are all different and must have a compatible TV set to work. How long should I give a seller to fix the problem before I contact eBay? 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. So I take photographs of all of the items that I ship so I can use it as evidence that I packaged the item sufficiently. You can go to the Resolution Center and contact the seller. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. Once you've accepted a return, the buyer should send the item back to you as soon as possible. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. moment, Oh, Ship! How to deal with "Item not as described" returns that are not valid. You might be asking, Do private sellers have to accept returns? The answer is No. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Adding these each time has saved me many times when buyers have tried to get me to accept a return. 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. I have maintained a 100% seller rating for years. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Offer you a partial refund and let you keep the item This can be a good compromise when you're not completely satisfied with your purchase for example, if it arrived with a minor scratch but you're happy to keep it. eBay Business Equipment Purchase Protection. 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. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. Remaining helpful and polite will definitely help with your return dispute or in the event that the person leaves negative feedback that needs to be removed. 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? In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. What if an eBay buyer damaged an item and wants a refund? Their listing states they do not accept returns. Do not refund until your item is back to you. You can also check the progress of your return request at any time. It covers purchases paid with PayPal and most other electronic payment methods. Check out how to file a damage claim with FedEx if your item gets damaged. The seller will be required to send you return shipping (a label if he is in Canada, money (usually by Paypal) if he is elsewhere. We guarantee that you will get the item you ordered or get your money back. Return Claim "Not As Described"? How to issue a partial refund after the item is returned. (oh and that happened b.c ppl would send it back stating wrong size). I can only put it in the listing. There is a big reason for this. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. This months episode of the eBay Seller Spotlight podcast is live! Often times, they will say something that was clearly stated in my listing. Adding tracking details to your return helpsprotect against delays or issues in the refund process. Covers your purchase price plus original shipping on virtually all items. Still, it wouldn't really matter what you put in the description. By having insurance, the buyer got his money back and I was still paid for my item. After refunding a couple buyers for items that were damaged and not insured, I learned pretty quickly that the extra few dollars in insurance was well worth it. If I can prove to eBay (and I often can) that I described the item accurately and it was as described, eBay will side with me in the dispute. You can't deduct the original shipping cost from any refund amount. But it is. Read theSeller protections policyto find out how to qualify to issue partial refunds. Good luck and sorry you encountered this circumstance. You believe that it was exactly as described. In this case you can: Refund the buyer and get the item back. When being faced with paying return shipping on an item thats not as described, I always give the buyer the option to keep the item with an offer to refund part of their money. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. We protect ourselves! If we're asked to step in to help, we may ask the buyer to return the item to you. I dont have to pay to get the item back and the person is happy because I resolved their problem. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. I used to send out many of my items without insurance! 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. Ebay sides with buyers in not as described claims. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. Noin line with 'ebay reality' it works .more like THIS as posted upthread>>>>>>>>Still, it wouldn't really matter what you put in the description. 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. Print an eBay return label Tip If we're asked to step in tohelp, we'll ask the buyer to return the item to you. 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. 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. You can even notate it in your description when you list anything that might be wrong with the item. Something went wrong. 3. eBay will review your case and get back to you within 48 hours. You do not have to be in a hurry when you receive the item to refund them. Something went wrong. So what do you do when a buyer says item not as described? 07-05-2020 Often, they will review the messages and realize the buyer did not read the listing. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. This was one of those times I was pretty happy I had taken photographs while I was packing it. Copyright 1995-2023 eBay Inc. All Rights Reserved. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. The best option for you is to send a Return label, at your expense. Seller with 11000 feedback. Copyright 1995-2023 eBay Inc. All Rights Reserved. You also agree to the eBay Money Back Guarantee terms in instances when you don't issue a refund in a timely way for returned items. Offer you a partial refund and let you keep the item This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill say if you ordered the wrong thing by accident. Then and only then you give a refund for the item. This may sound like overkill to you, but stay with me while I explain! The criteria for Top Rated Seller is here: Top Rated Seller Program. EBay gives you the opportunity to add 12 photos to your listing. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. Located in: Ciudad Autonoma de Buenos Aires, Argentina. I will fight for them to cover my packages. Its to protect myself from the buyer! Enter a return merchandise authorization number, if you use them. And dont waste time taking packaging pictures 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. 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. eBay Exporter of the Year was a great success! Good luck! 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. FREE Workshop How To Turn Your Passion of Flipping Items Into A Profitable Reselling Business, How This Mom QUIT HER JOB To Flip Items Full-Time (And Was Able To Pay Off $12K Of Debt In 5 Months! See Partial refund guidelines. I have reported the buyers, but I still have all 12 returns counting against me. There's no way around losing an Item Not As Described case. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. There are two categories of return requests from customers: 1. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. If you return the item used, damaged, missing parts, or if it gets damaged during return shipping, the seller may deduct an amount from your refund to cover the loss in the item's value. Escalate to eBay if you don't reach a resolution within 3 business days. Check out our FREE intro Workshop! If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Offer customers 30 day refund policy because EBay is always going to side with customers. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. If the seller is responsible for return shipping, its important that they cover the costs. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. More shipping tips from your fellow sellers! Offer a replacement item. Research your model before purchasing this because there will be no returns for buying the wrong item. Let the seller know how they can help resolve the problem. With this selected, I am giving a clear eBay return policy. If you havent received an item, we usually refund your money immediately via PayPal. 09:32 AM If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) Whether you need to accept the return depends on their reason for opening the return. eBay Business Equipment Purchase Protection. Enter the amount you wish to offer the buyer. They will just accept that they are not covered and walk away. When a buyer opens a Not As Described case, the sellers options are few. (2) One does not activate this seller protection by calling customer service. 01-08-2020 Out of most of the reasons a buyer can choose for requesting a refund, "item not as described" is probably one of the worst offenses when it comes to eBay. If, after a few days, youre not happy with the sellers resolution, were here to help. You can also open your Returns dashboard and select View return details from beside the item. Never received the item and i contacted ebay and seller and no response. However the seller is claiming it was in excellent condition prior to shipping and they will refuse any returns. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. I cant make the buyer read it! You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. 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'. If the returned item is 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. 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. On the next page you'll see the refund amount. Do I need to pay extra for the eBay Money Back Guarantee? 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. If you are scared to start eBay because of the fear of returns, dont be. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . 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. Heres how to add the tracking information to your return if youre using your own return shipping label: If you're returning an item that has a total cost of $750 or more, you'll need to use a tracked service with signature confirmation. 1. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. If the seller wont cover the cost, let us know by asking eBay to step in. If you haven't received your item, or the item is not as described, we'll refund your purchase price plus original shipping on virtually all items. At any rate, there is no such policy as "no returns" when a buyer files a not as described case, even if they make everything up. Someone started a thread just a little while ago (1:30 pst), told by CS that they don't have any 'Proof' that the item was not 'as described'. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. We'll automatically close a return request if there's been no activity. Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. View cart for details. Check the listing in your Purchases - opens in new window or tab to see the seller's full return policy, including how long you have to request a return and any other conditions. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. 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. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Were not perfect and we can make mistakes. Escalate to eBay if you don't reach a resolution within 3 business days. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Depending on your return policy, this may or may not include the original shipping cost. I grew up in Central Florida and have lived here my whole life. Tip 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. Remorse Return The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it. 2. 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. I don't like to report people but feel I have no option here and the buyer really has violated policy by claiming the items were not as described and defective. If you have a large stock of different kinds of items, or if your stocks are located at different locations, learn how to set up advanced return rules. You can find more information about our requirements for returns and eligibility for coverage in our eBay Money Back Guarantee policy. eBay gives this MBG for Australian and International buyers, however . Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case View cart for details. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing.