As soon as I get an alert that a buyer put in a return request for a return, I send a nice note to the buyer apologizing and asking to get more information so I can help them in any way I can. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. How to issue a partial refund after the item is returned. I'd really like another option. 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. The seller was not accurate and now the seller or ebay wants to give me my money or item. When your return request is accepted, we'll send an email to your Messages - opens in new window or tab with the subject "Send the item back". There are several ways you can send an item back to the seller. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. If you do not refund, and the buyer asks eBay to step in, you will receive a defect on your account, your Final Value fees are forfeited, and the buyer keeps the item. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. (2) One does not activate this seller protection by calling customer service. Read theSeller protections policyto find out how to qualify to issue partial refunds. If the buyer is responsible, choose your return address from the dropdown menu. When you create and turn on return rules, you agree to the eBay Returns Terms. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. 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? On the next page you'll see the refund amount. Do not refund until your item is back to you. Once you've accepted a return, the buyer should send the item back to you as soon as possible. Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. (MBG). In the rare instance, this can happen. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. Having good Terms & Conditions is just one more measure that I put into place to make sure that things are laid out very clearly with my return policy and other things that can come up with a buyer of my items. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. You can choose to add a message to the buyer. 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. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. The best option for you is to send a Return label, at your expense. Tip If we're asked to step in tohelp, we'll ask the buyer to return the item to you. If you take these 10 tips and add these policies to your listings, you will keep your buyers happy and satisfied and almost all but eliminate returns! Just go to the ResolutionCenter and let us know. This may sound like overkill to you, but stay with me while I explain! Check out this video to understand how dimensional weight is measured when shipping. By having insurance, the buyer got his money back and I was still paid for my item. 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 you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Take a front, back, side, and inside view of your item. 09:33 AM, @orangehoundIf you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. Refunds go back to your original payment method and are typically available within 3-5 business days. We'll then ask the buyer to ship the item back to you: Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. Some business equipment categories that may be covered by the. I can only put it in the listing. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. Always, always be nice! If you're not able to resolve things with the seller, you can ask us to help. The seller covers the cost of the return. Youll need to ship the item back before the date stated in this email. When youre responsible for return shipping costs and you're using an eBay return label, we deduct the amount from your refund. If you havent received an item, we usually refund your money immediately via PayPal. Check out our FREE intro Workshop! 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. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. NOTICE: 3D glasses are all different and must have a compatible TV set to work. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. The seller will also pay for return shipping. In this case, I just try to do damage control. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Disclaimer. Every single time we have called eBay they mentioned we need to pay for return shipping since the item is not as described. I also had a listing that was marked as parts only returned as defective? Shipping has definitely been delayed with everything going on. See how to check the status of your return. Good luck and sorry you encountered this circumstance. My desire is that they get more than they are expecting! I threw everything away". EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. What if the seller doesn't offer returns? 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. If your item hasnt arrived, or isnt as described,let the seller know. If the seller wont cover the cost, let us know by asking eBay to step in. See Partial refund guidelines. Ebay sides with buyers in not as described claims. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . Escalate to eBay if you don't reach a resolution within 3 business days. We have several policies built into our business model that protect us from having to return items. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. 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. You can still close it if things are resolved. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. 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. The eBay Money Back Guarantee is not a product warranty. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. Well send an email to your Messages - opens in new window or tab with the subject line Send the item back with all the details of your return request. If you have a complaint item not as described and you dont accept returns for a reason that is mentioned in your listing, eBay will side with you and you are in a position not to accept the return. 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 ourseller protections. itemyou can deduct up to 50% We'll remove feedback and defects and we'll take care of any remaining issues with the buyer You'll receive a credit for returns shipping cost when the buyer falsely says the item is not as described. Youll hear from us within 48 hours. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. As a Top Rated Seller, you now have protection against false "Item Not as Described" claims, including a modest return shipping credit and protection on your service metrics: If you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. 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. Some of these are valid, but over half are due to user error or not understanding what they are buying (parts meant for 220V used in 110V systems is a common theme). And this is my fault? 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 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. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. Being faced with a return request can be very intimidating. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. I am asking fellow sellers what you do in a case like this: An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. 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. Since last Fall, a Top Rated Seller does not need proof. 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. Your item didn't match the listing, or it arrived faulty or damaged. Check out how to file a damage claim with FedEx if your item gets damaged. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. Tip Open a case and try to work things out with the seller. If the item is returned used or damaged, you may qualify to issue a partial refund. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. I have been selling on eBay for 23 years and I do not accept returns and never have. If the seller is responsible for return shipping, its important that they cover the costs. Something went wrong. Select View return details. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. With this selected, I am giving a clear eBay return policy. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. Here you can discuss all things shipping with other members. Car & Truck Safety & Security Accessories, 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? We protect ourselves! Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. 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. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. Generally, theyll ask you to send the item back using one of the following: The sellermay contact you to make other arrangements, such as returning the item to their store or reimbursing you for return shipping. It has mostly been a hobby that makes some extra cash, but sometimes it serves as my main income as well. Choose the item above to start resolving a return. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. 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). Time to research other selling websites, I guess. In some cases, your response options may differ. Its always good to see where eBay stands with the case before you contact the buyer back. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. I will ask them if they want to keep the item and I will give a partial refund with Paypal for X amount. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. This doesnt happen often, but it has happened! If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. In this case you can: Refund the buyer and get the item back. This will help make you a top seller and keep money in your pocket! This is obviously not how I shipped it out and was damaged in shipping. If you received an item that was as described but you changed your mind and do not want it anymore, the eBay Money Back Guarantee does not apply. Why didn't you check the size before ordering? 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. Add a message to the buyer explaining why the refund wasn't full. This was one of those times I was pretty happy I had taken photographs while I was packing it. It covers purchases paid with PayPal and most other electronic payment methods. 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. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Depending on your return policy, this may or may not include the original shipping cost. The eBay Money Back Guarantee is not a product warranty. (oh and that happened b.c ppl would send it back stating wrong size). To the OP- the great thing is, you are selling items without much competition, apples to apples. Do I need to pay extra for the eBay Money Back Guarantee? 01:47 PM. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. 3. eBay will review your case and get back to you within 48 hours. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. Tip It will also help you with Ebay if you should get a return request and they see that this was in three different places in your listing. For example, you may haveopted to automatically accept return requests. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. Send a message to the customer to solve the problem. Select your reason for closing the return from the dropdown, and add details if you want to. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Do you have to accept returns to sell on eBay? If the return request is for Item not as described, I get them to let me know why they think it is not as described. You are sure the item wa. Heres how to print an eBay return shippinglabel: If youre responsible for the return shipping costs, youll see the price of return shipping, and be able to purchase your label. When I have photographs of how I shipped my item, I will have those as proof. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. How they can respond depends on the reason for your return: Accept your return request and offer a full refund You'll return the item and the seller will then issue a full refund depending on their returns policy, this may or may not include the original shipping cost. What Do You Do? 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. This is a good option for low-value items. eBay Business Equipment Purchase Protection. You can go to the Resolution Center and contact the seller. See our Partial refund guidelines for more details. We guarantee that you will get the item you ordered or get your money back. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. How to deal with "Item not as described" returns that are not valid. And dont waste time taking packaging pictures How to Set up Your Shipping Options: First Steps, Learn more how to set up return options in Sell Your Item form, Learn more how to set up two basic return rules, Learn how to set up advanced return rules, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to Set up Your Shipping Options: Step-by-step Guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Changes to VAT import regulations for the EU in 2021, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? Simply raise your price the 5% and that will cover the new 'fees' as there is not much you can do with the type of items you sell. This is just another reminder to the buyer that the item that they will receive is exactly as it appeared in the listing and photographs and I will not take a return request. Something went wrong. Even if you specify no returns accepted, under the eBay Money Back Guarantee, the buyer can still return an item if it doesnt match the listing description. Their listing states they do not accept returns. When he sent back the photographs of the damage to the cook top, I could see that the straps he used were not the same as the ones I had shipped it with. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? If you offered free shipping, you'll need to refund the buyer the full amount of the item. If, after a few days, youre not happy with the sellers resolution, were here to help. Select your reason for the return and enter a comment about why you're returning it. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. I'm a top rated seller with 100% feedback and I do what I can to help people and its frustrating to be paying a couple hundred extra a month in fees for something that seems to be out of my control because buyers miss-categorized the return. I grew up in Central Florida and have lived here my whole life. 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. Offer customers 30 day refund policy because EBay is always going to side with customers. 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. We'll automatically close a return request if there's been no activity. Normally the seller sends a return label and refunds upon return of item, provided, one, payment was made by a method that gives buyer protection in eBay and two, the item is returned in same condition as was supplied. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. 01:47 PM I know it won't make you feel better - but there is no way around getting stuck paying the shipping both ways for a Not As Described claim unless you are a top rated seller, regardless of the validity of the claim and what the buyer says in messages separate from the return request. If you implement these return policy tips to your eBay listings, your return requests will be less and your actual returns will be almost non-existent! Select the percent you want to deduct from the refund amount. Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. Take good photos with good lighting from every angle. It covers purchases paid with PayPal and most other electronic payment methods. Copyright 1995-2023 eBay Inc. All Rights Reserved. For more information, see our Condition of returned items policy. If you're not using an eBay return shipping label, make sure you use a tracked service and add the tracking number to your return request. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. - edited I will fight for them to cover my packages. Sellers accept the majority of the risk when choosing to sell here. Appeal eBay's decision about a return or missing item for buyers, Get help with an item that hasn't arrived, check the progress of your return request. 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. eBay gives this MBG for Australian and International buyers, however .