There are two categories of return requests from customers: 1. If the buyer is responsible, choose your return address from the dropdown menu. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. It shouldnt be like this, I know. 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. When you start selling on Ebay, decide if you are willing to take returns at all. 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. Offer a replacement item. If you've sold on ebay long enough you've had this happen. Keep in mind that on eBay, it is seller beware, not buyer beware. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I always encourage our members to use those photos! If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. If they are rude or threatening to you, do not retaliate. I do not have to accept returns on any item with this box checked, unless the buyer specifically states Item not as described. If the buyer puts in a return request with the Item not as described as the reason, it DOES NOT mean that I automatically have to accept a return of the item. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. So what do you do when a buyer says item not as described? Youll hear from us within 48 hours. This is something I have saved as a document and I just copy and paste it into all of my listings. International shipment of items may be subject to customs processing and additional charges. 01-08-2020 This months episode of the eBay Seller Spotlight podcast is live! You can always report the buyer later for misusing the MBG. A strong shipping strategy is key for a successful holiday. Check the seller's return policy in the listing to see who is responsible for return shipping costs. To request a return, select the item you want to send back from your recent purchases above, or use the button below. And dont waste time taking packaging pictures If youre a reseller in 2023, you can find deals on items in many places. Tip I have no problem refunding the items if returned in the original condition, but feel I should not have to pay to have them returned to me nor should I refund the original shipping (which is true and not inflated). You can go to the Resolution Center and contact the seller. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Enter the amount you wish to offer the buyer. 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. Adding these each time has saved me many times when buyers have tried to get me to accept a return. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. Choose Print label. So what happens if your eBay item is not as described? Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. See our page on, Would you like us to help with an open return request? interesting we just share whats worked for us and we have given partial refunds, weve never lost a shipping claim because of our pictures, and we dont accept returns. Tune into our last eBay for Business podcast episode of 2022! 2. In such cases, the responsibility for the costs of the return is according to the sellers policy. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. Were not perfect and we can make mistakes. Your eBay buyer claimed the item was not as described. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. 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. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. Once you've accepted a return, the buyer should send the item back to you as soon as possible. If the seller is responsible for return shipping, its important that they cover the costs. 09:32 AM After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. 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. 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. Even with these tips in place, you may still get the occasional return request, but they should be very few and far between. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. 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. You are sure the item wa. 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. You dont need a special printer or self-adhesive labels when printing return shipping labels. You can go to the Resolution Center and contact the seller. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. I find too many fun toys for my family (or myself), and just love the whole process. Make a point to take action on your listings to avoid unwanted returns. 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. 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. The seller has 3 business days to get back to you. I have reported the buyers, but I still have all 12 returns counting against me. For example, you may haveopted to automatically accept return requests. When the seller replies, we'll send you an email with details of the next steps. 3. eBay will review your case and get back to you within 48 hours. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. They sent a photo with the item label-side down and when I asked to flip it over and send the correct photo requested, they said "Darn! Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. Being faced with a return request can be very intimidating. nirE troP ,naM fo elsI. Not to do partial returns I grew up in Central Florida and have lived here my whole life. Covers your purchase price plus original shipping on virtually all items. 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. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . Whether you need to accept the return depends on their reason for opening the return. I have learned that none of my items are shipped without insurance. 114K subscribers in the Ebay community. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. See Partial refund guidelines. You do not have to be in a hurry when you receive the item to refund them. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. In some cases, we may automatically accept a return request on your behalf. 01-08-2020 You want to have all of your bases covered and be very detailed and specific about anything that could possibly be wrong with your item. Do not refund until your item is back to you. But the seller should communicate with you. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. I decided to refund them if they smashed the (computer component) item and sent a photo showing the label side up so I could confirm it was the one I sold. It may only be used to recoup losses when an item is returned used or damaged. Is there anything you can do? Honestly, this is one of those lessons I have had to learn the hard way. What does the eBay Money Back Guarantee cover? It has mostly been a hobby that makes some extra cash, but sometimes it serves as my main income as well. The seller covers the cost of the return. Now of course, if a TRS abuses this protection (examples are in the FAQ of the link I posted above), then they will be removed from this benefit, so it is to the benefit of the TRS to be clear about why they are exercising the protection. Read the complete details about the eBay Money Back Guarantee. Within our return policy, we state that return shipping is paid by the buyer. If the buyer reports that the item arrived damaged or doesn't match the listing description, you'll see different options for responding to the return. 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. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". Send a message to the customer to solve the problem. You'll receive the return shipping label credit on your monthly invoice. Pay attention to anything you may have listed in your description as a defect, scuff, scratch, and make sure you take a good close up picture of that area. Almost 100%, I will receive a letter from the carrier that they have done their research and investigation and they find that it is not covered. I gave alot of money for an item from ebay to a seller. Help for buyers and sellers. Received a damaged item with a missing part. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Couldn't tell you if it helps but it doesn't hurt. You might be asking, "Do private sellers have to accept returns?" The answer is No. 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). eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). 01:47 PM. See our page on. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. 07-05-2020 Copyright 1995-2023 eBay Inc. All Rights Reserved. There are several ways you can send an item back to the seller. - edited Having an accurate listing description is so important, especially if you are selling used items like I am. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. 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 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. Research your model before purchasing this because there will be no returns for buying the wrong item. 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. Thats the great thing about implementing these tips. Refund the buyer, the buyer keeps the item. Learn more about our signature confirmation requirements. Youll receive the return shipping label credit on your monthly invoice. The terms authorize us to include fees for item refunds or return shipping on your monthly invoice, which may be charged to your automatic payment method on file, if any. Ifyou use an eBay returns label, tracking details areautomatically uploaded. When the seller accepts your return request, youll either receive a return shipping label from eBay or the seller, or youll be asked to purchase a label directly from a carrier. 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. 1. If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception, If the item doesn't match the listing description, or if it is faulty or arrived damaged, you may be eligible for. SelectExamples of alternative shipping arrangements below for more information. Research your model before purchasing this because there will be no returns for buying the wrong item. 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 or defects. 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. These charges are based on rates eBay negotiated with the USPS and are typically less than what you would pay at the post office for the same item. I don't plan on stopping any time soon. 01-08-2020 We guarantee that you will get the item you ordered or get your money back. 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. A dialog will open as you type your search terms. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. ", Apparently they did research ("By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV"). This makes no sense and should be illegal. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. When a buyer opens a Not As Described case, the sellers options are few. With this selected, I am giving a clear eBay return policy. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" See Partial refund guidelines. 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. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. Sorry it happened to you , but ebay does not care about us sellers. 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. The criteria for Top Rated Seller is here: Top Rated Seller Program. (oh and that happened b.c ppl would send it back stating wrong size). Do I need to pay extra for the eBay Money Back Guarantee? Ebay sides with buyers in not as described claims. You can also find more information in our full article below. You are describing the old rules the rules changed a few months ago. 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. 1. 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. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. If you add these tips in your listings, 9/10 times eBay will side with you in the event you get a request to return an item. 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. If you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. Report the buyer when you issue the refund through the eBay returns flow It is best to have a plan for such shrinkage just as any brick-and-mortar business does. If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. We'll automatically close a return request if there's been no activity. Always, always be nice! You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Good luck and sorry you encountered this circumstance. How long should I give a seller to fix the problem before I contact eBay? Does the tracking number show it was delivered? When you want to return an item using alternative shipping arrangements, and the seller is responsible for the return shipping charges, you'll need to work with the seller to agree on the shipping service and cost before returning the item. If the expected shipping charges cost more than the expected refund or the refund value of a replacement or exchange, an eBay return shipping label wont be available. 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. Too many of those and their returns ability will be hindered. Anytime you use an eBay return shipping label, returns are shipped by either USPS First-Class or Priority Mail, depending on the items cost, package weight, and delivery time. We all agreed to abide by eBays terms and polices as set forth in the User Agreement. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. Select the percent you want to deduct from the refund amount. Here you can discuss all things shipping with other members. If, after a few days, youre not happy with the sellers resolution, were here to help. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. After contacting the seller, it's up to you whether you want eBay to step in. There are several ways you can send an item back to the seller. We guarantee that you will get the item you ordered or get your money back. This can be useful when the buyer isn't completely satisfied with their purchase. The unofficial eBay subreddit. After contacting the seller, it's up to you whether you want eBay to step in. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. 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 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. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. Check out our FREE intro Workshop! "NOTICE: 3D glasses are all different and must have a compatible TV set to work. We'll review your case and contact you within 48 hours. In this case, I just try to do damage control. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. If you're responsible for return shipping. It was an auction that I won. Regardless of the outcome, will the buyer be able to leave negative feedback? You can choose to add a message to the buyer. Learn the fundamental steps for running an eBay business. Select. He tried to re-tie it down with new straps and put in a request for a refund. This is how it is and one of the risks of doing business on eBay. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. 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? Do you have to accept returns to sell on eBay? If it is a lame reason (and sometimes it is! I sell mostly mix of new and used industrial spare parts surplus (mostly all single item listings), and I am having issues with high"Item not as described" returns, mostly for"Doesn't work or defective" which is adding a 5 percent fee to all myBusiness & Industrial listings. This is a good option for low-value items. Disclaimer. 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. Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. Here's how you can protect yourself as a buyer: If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center. 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. Shipping has definitely been delayed with everything going on. Examples of alternative shipping arrangements. If you're not able to resolve things with the seller, you can ask us to help. 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. This happens more often than not. For more information, see our Condition of returned items policy. When listing an item, it's important to include your returns address - opens in new window or tab. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. I will fight for them to cover my packages. View cart for details. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. There's no way around losing an Item Not As Described case. In this case, I have a trackable eBay message from the buyer for the reason and eBay will review those emails and almost 100% will side in my favor. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. You can still close it if things are resolved. Copyright 1995-2023 eBay Inc. All Rights Reserved. Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. 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. Ebay sides with buyers in not as described claims. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 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? If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. 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. 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. This will definitely help any return request case that comes your way and a good habit to get into. I used to send out many of my items without insurance! 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. Accept the return:The buyer will send the item back to you for a full refund. The eBay Money Back Guarantee is not a product warranty. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. If, after a few days, youre not happy with the sellers resolution, were here to help. You don't accept returns in your policy, and the buyer changed their mind about a purchase. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. 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. In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. View cart for details. 2022 Flea Market Flipper. The best option for you is to send a Return label, at your expense. View cart for details. (2) One does not activate this seller protection by calling customer service. Very unfair on seller and ebay part. There is a big reason for this. But anyway, what I have been known to do is to change condition of new item to New Other, and then add a few crucial details and specifics in the Condition Description box HOPING they MIGHT actually read it. You can't deduct the original shipping cost from any refund amount. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. Sometimes I want to say NO IT's the ONLY size I sell so there's NO CONFUSION! Tracking lets the seller know the item ison its wayand allowseBay to see the progress of the return in casetheres an issue were asked to help with. Youll need to ship the item back before the date stated in this email. The buyer is responsible for return postage costs. If the item is still working and the not as described problem is small, the person may want to keep the item and accept the partial refund.