Tune into our last eBay for Business podcast episode of 2022! If you want the items back before refunding, I'd accept the return and send them a shipping label. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. The dispute is Not As Described. 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 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 using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. 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. Read our most popular questions and answers about handling return requests from your buyers. You can go to the Resolution Center and contact the seller. Accept your return request and offer a full refund You'll return the item in the same condition in which it was received, and the seller will then issue a full refund, including the original shipping cost. 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. 3. eBay will review your case and get back to you within 48 hours. I have details about my terms with shipping, returns, freight shipping, and refunds. Youll receive the return shipping label credit on your monthly invoice. 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). If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. 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. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. 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. For more details, please see our Condition of returned items policy. If you lash back at them rudely, it will be much harder to work together to resolve the dispute. This will get them to move the decision in my favor and pay out the damage coverage. For example, you may haveopted to automatically accept return requests. Covers your purchase price plus original shipping on virtually all items. You'll receive the return shipping label credit on your monthly invoice. 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. 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. nirE troP ,naM fo elsI. This is a win win for both of us. There are two categories of return requests from customers: 1. What do you mean by adding sold as is to your terms and policies? Being faced with a return request can be very intimidating. 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. 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. The buyer is responsible for return postage costs. Required fields are marked *. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. 1. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . Couldn't tell you if it helps but it doesn't hurt. eBay Exporter of the Year was a great success! Some people think private sellers have to accept returns and this is just not the case. Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, can increase the conversion rate of your listings by up to 25%*. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. See Partial refund guidelines. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. where! For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. In the rare instance, this can happen. Whenever an item that I ship is damaged, I put in a claim with the carrier. (oh and that happened b.c ppl would send it back stating wrong size). See our page on. Youll need to ship the item back before the date stated in this email. 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. When the seller replies, we'll send you an email with details of the next steps. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. I find that if an item sells once, it will again. Whenever I get a return request, I always send a message to the buyer apologizing for any inconvenience and then I take the approach to get information so I can help them. 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. When you create and turn on return rules, you agree to the eBay Returns Terms. Simply print the label on normal paper and tape it to the package. 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 eBay Resolution Centre is at the bottom of this page. We have several policies built into our business model that protect us from having to return items. No. 11:35 AM. 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! Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. If the problem is small, I take advantage of the eBay partial refund policy. When listing an item, it's important to include your returns address - opens in new window or tab. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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. You always want to do your part to keep that communication open and positive with the buyer, even if they are upset and not doing the same with you. (2) One does not activate this seller protection by calling customer service. 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. Often times, they will say something that was clearly stated in my listing. 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. Your eBay buyer claimed the item was not as described. This was one of those times I was pretty happy I had taken photographs while I was packing it. Your email address will not be published. Select the percent you want to deduct from the refund amount. If the returned item is opened, 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Whether you need to accept the return depends on their reason for opening the return. 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. This months episode of the eBay Seller Spotlight podcast is live! Report the buyer when you issue the refund through the eBay returns flow You accept returns in your policy, and the buyer changed their mind about a purchase. So what do you do when a buyer says item not as described? In some instances, return shipping charges are estimated rather than based on the actual weight of the package. Is there anything you can do? If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. 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. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. The best option for you is to send a Return label, at your expense. 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. 1. 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. 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Make sure to follow our, The seller hasn't responded to your return request after 3 business days, The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label), You returned the item and it's been delivered back to the seller, but they haven't processed a refund after 2 business days. Spread the word, we know how to break the . 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. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. 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 purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. If you get in the habit of taking great pictures and as many pictures as possible, when faced with an Item not as described, no returns case with eBay and they see you have it notated and photographed, the chances are better that they will side with you. Your item didn't match the listing, or it arrived faulty or damaged. Disclaimer. Then and only then you give a refund for the item. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. 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. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. We've outlined your response optionsbelow. Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. View cart for details. If your item hasnt arrived, or isnt as described,let the seller know. You can choose to add a message to the buyer. So what happens if your eBay item is not as described? Sellers talk about the importance that choosing the right shipping service, Oh, Ship! 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. What if an eBay buyer damaged an item and wants a refund? Another sale previously had the buyer claim an item was defective when I know it was not. 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. If the seller wont cover the cost, let us know by asking eBay to step in. 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. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. How to issue a partial refund after the item is returned. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. So the lesson here is folks, if you buy something and you don't feel like paying for it, say the item is 'not as described', harass the seller into submission, if that doesn't work, eBay will either force the seller to refund it or Ebay will give you your money back! Even with these tips in place, you may still get the occasional return request, but they should be very few and far between.
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