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It sucks , but ebay says its your fault and buyers can return for an reason. 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. This will help make you a top seller and keep money in your pocket! 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. If you know me, you know Im not one of those people. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Make sure the barcode is clear so the carrier can scan it easily. 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. Offering a return of an item is always my last resort and honestly it is very rare. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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. Say something like: There is a scratch on the back, please see photo #9 for details. 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 you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing. eBay's policy today (2016) is that if something isn't as described, the seller pays for return shipping, regardless of any policy claims by the seller in his listing. 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. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. If you want to start your own business, the reseller business model can be a great place to start. Learn more about our signature confirmation requirements. 01-08-2020 If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. This is just a third reminder that I will not be accepting returns and will help the buyer to be more sure about themselves when they purchase the item. 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. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Open a case and try to work things out with the seller. But it is. For more information, see our Condition of returned items policy. It covers purchases paid with PayPal and most other electronic payment methods. Even if the dispute is clearly on their end, it is always best to keep good communication with them and always take the approach that you want to help to resolve the issue. The eBay Money Back Guarantee is not a product warranty. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . No. In some cases, your response options may differ. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. Covers your purchase price plus original shipping on virtually all items. Read the complete details about the eBay Money Back Guarantee. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. When a buyer opens a return request the funds related to the sale may be put on hold. 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. Listen to this weeks podcast to hear sourcing methods from a seller! On the next page you'll see the refund amount. There are several ways you can send an item back to the seller. 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. If you want the items back before refunding, I'd accept the return and send them a shipping label. 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. This is how it is and one of the risks of doing business on eBay. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV". Holiday shipping is now in full swing, check out these helpful shipping tips! SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. A strong shipping strategy is key for a successful holiday. Received a damaged item with a missing part. Always, always be nice! 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 the return request is for Item not as described, I get them to let me know why they think it is not as described. The criteria for Top Rated Seller is here: Top Rated Seller Program. . Your item didn't match the listing, or it arrived faulty or damaged. They will just accept that they are not covered and walk away. Once you request a return, the seller should get back to you within 3 business days. You can still close it if things are resolved. eBay will always side with the buyer of a damaged item. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. This can be useful when the buyer isn't completely satisfied with their purchase. Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. This is a good option for low-value items. 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. We'll automatically close a return request if there's been no activity. I used to send out many of my items without insurance! 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. When youre responsible for return shipping costs and you're using an eBay return label, we deduct the amount from your refund. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! 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. If it is a lame reason (and sometimes it is! 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. 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? 2022 Flea Market Flipper. I don't plan on stopping any time soon. 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. The seller has 3 business days to get back to you. Ebay counters that its penalty fees for return rates of over 2% are "to ensure buyers receive the best shopping experience possible, bringing more buyers and more sales for sellers" and. 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!" Once you've accepted a return, the buyer should send the item back to you as soon as possible. See how to check the status of your return. Something went wrong. Never received the item and i contacted ebay and seller and no response. 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. The dispute is Not As Described. 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. Adding tracking details to your return helpsprotect against delays or issues in the refund process. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. You can go to the Resolution Center and contact the seller. If they say they will side with you, you will be able to relay that information to the buyer that it was clear in the listing and that you will not be accepting the return for that reason. I have details about my terms with shipping, returns, freight shipping, and refunds. If you choose to use your own carrier, we recommend using a tracked service. Research your model before purchasing this because there will be no returns for buying the wrong item. 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. I will fight for them to cover my packages. I threw everything away". 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. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. 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. 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. 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. 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. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. The seller was not accurate and now the seller or ebay wants to give me my money or item. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Select. 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. 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. Something went wrong. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. Being faced with a return request can be very intimidating. Another sale previously had the buyer claim an item was defective when I know it was not. 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. Depending on your return policy, this may or may not include the original shipping cost. Practical tips for processing and managing your inventory, Tune in to hear sellers Ryan and Alli explain their popular YouTube strategy, Tune in for tax tips for small businesses, Start your small business with a strong plan, Tune in for a sellers experience buying and selling the contents of foreclosed storage units, Check out this eBay Open Keynote and learn more about eBay for Charity. and another item where the item returned was not the part I sent. Welcome to the Shipping board! If, after a few days, youre not happy with the sellers resolution, were here to help. See our Partial refund guidelines for more details. 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. It is in the return interface, as the seller reports a buyer for being a bad buyer. Another measure to cover yourself in the rare instance you get a return request. NOTICE: 3D glasses are all different and must have a compatible TV set to work. Copyright 1995-2023 eBay Inc. All Rights Reserved. Tip - edited If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. Youll hear from us within 48 hours. 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. Keep in mind that some returns can remain open for up to 35 business days. If the seller is responsible for the return shipping costs, they'll let you know how they wantthe item to be sent back to them. The buyer is responsible for return postage costs. 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. The eBay Resolution Centre is at the bottom of this page. Report the buyer when you issue the refund through the eBay returns flow What does the eBay Money Back Guarantee cover? 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. 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. 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. Check the seller's return policy in the listing to see who is responsible for return shipping costs. 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 can find more information about our requirements for returns and eligibility for coverage in our eBay Money Back Guarantee policy. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? Every single time we have called eBay they mentioned we need to pay for return shipping since the item is not as described. You do not have to offer returns or refunds on your items either. 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 will also pay for return shipping. Learn more about our Condition of returns policy. This months episode of the eBay Seller Spotlight podcast is live! If the seller doesn't respond or you're unable to resolve the issue with them, you can ask us to step in and help. Ninety percent of people will just not think to call them and fight it. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. eBay Money Back Guarantee policy, Welcome to the Selling board! Youll hear from us within 48 hours. 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. That does not mean that you will automatically have to accept a return and refund their money if you get a request. 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. When listing an item, it's important to include your returns address - opens in new window or tab. We've outlined your response optionsbelow. What if an eBay buyer damaged an item and wants a refund? We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. 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. 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. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. 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. 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. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. moment, Oh, Ship! And dont waste time taking packaging pictures You are describing the old rules the rules changed a few months ago. Some business equipment categories that may be covered by the. Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. The condition of the returned item is important, so repack it carefully. See Partial refund guidelines. It shouldnt be like this, I know. Their listing states they do not accept returns. Time to research other selling websites, I guess. Youll need to ship the item back before the date stated in this email. Find the item under Returns and canceled orders. The seller covers the cost of the return. Check out this video to understand how dimensional weight is measured when shipping. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. A Depop is a platform where people can sell new, vintage, or secondhand clothing, accessories, and housewares. What does the eBay Money Back Guarantee cover? If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution Center so that we can help you. Tip 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. Is there anything you can do? You can chat with other sellers about anything to do with running a business on eBay. 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! ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. View cart for details. Honestly, this is one of those lessons I have had to learn the hard way. 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. Regardless of the outcome, will the buyer be able to leave negative feedback? What Do You Do? When I have photographs of how I shipped my item, I will have those as proof. What do you mean by adding sold as is to your terms and policies? Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. 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. 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 the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Sometimes I want to say NO IT's the ONLY size I sell so there's NO CONFUSION! Why was my refund less than the amount I paid? See our page on. Shipping has definitely been delayed with everything going on. In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. Sorry it happened to you , but ebay does not care about us sellers. If you bought it over eBay and it isn't right, it's the seller's problem not yours. Refund the buyer, the buyer keeps the item. You accept returns in your policy, and the buyer changed their mind about a purchase. 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. Many eBay sellers accept returns if you've changed your mind. 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. Very unfair on seller and ebay part. There's no way around losing an Item Not As Described case. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. Tune into our last eBay for Business podcast episode of 2022! You can even notate it in your description when you list anything that might be wrong with the item. 07-05-2020 There are several ways you can send an item back to the seller. Buyers can always submit a return request, even if your returns policy says you don't accept returns. If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. Learn the fundamental steps for running an eBay business. Take great pictures! I find that if an item sells once, it will again. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. Select your reason for the return and enter a comment about why you're returning it. 2. What if the seller doesn't offer returns? The unofficial eBay subreddit. Good luck and sorry you encountered this circumstance. You dont need a special printer or self-adhesive labels when printing return shipping labels. Please read the rules