You'll also be responsible for covering return shipping costs. It shouldnt be like this, I know. When you start selling on Ebay, decide if you are willing to take returns at all. 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. 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. Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. Something went wrong. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. 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. 3. eBay will review your case and get back to you within 48 hours. 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". Their listing states they do not accept returns. Add a message to the buyer explaining why the refund wasn't full. View cart for details. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . Covers your purchase price plus original shipping on virtually all items. Return Claim "Not As Described"? 07-05-2020 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). Being faced with a return request can be very intimidating. See our page on. 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! 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. Message 3 of 7 latest reply 1 Helpful Check out this video to understand how dimensional weight is measured when shipping. Select View return details. You can still close it if things are resolved. If the buyer is responsible, choose your return address from the dropdown menu. (MBG). The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. Check out our FREE intro Workshop! 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. So what do you do when a buyer says item not as described? SelectExamples of alternative shipping arrangements below for more information. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. I pretty much do the same thing every time. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Help for buyers and sellers. Send a message to the customer to solve the problem. (2) One does not activate this seller protection by calling customer service. 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. 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 send out an item and it gets to your buyer damaged and you dont have insurance, you WILL BE refunding the cost of the item! 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. eBay Exporter of the Year was a great success! 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. Welcome to the Shipping board! If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. When you create and turn on return rules, you agree to the eBay Returns Terms. If you know me, you know Im not one of those people. Offer customers 30 day refund policy because EBay is always going to side with customers. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. 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. When I have photographs of how I shipped my item, I will have those as proof. 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. This makes no sense and should be illegal. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. We've outlined your response optionsbelow. Find the item under Returns and canceled orders. This was one of those times I was pretty happy I had taken photographs while I was packing it. 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'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. You can choose to add a message to the buyer. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Never received the item and i contacted ebay and seller and no response. 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. When the seller replies, we'll send you an email with details of the next steps. Whenever an item that I ship is damaged, I put in a claim with the carrier. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) My second reason for taking photographs of the items I ship? I first contact the buyer and find out what is wrong with the item. Take a front, back, side, and inside view of your item. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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. This is the plan of action I take with the few requests that I get for a return and 9/10 times, eBay sides with me. Ready to start making a good side income from flipping? This may sound like overkill to you, but stay with me while I explain! See how to check the status of your return. If you dont ship the item back by that date, we may close your request and you will not receive a refund. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. 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. 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. Do I need to pay extra for the eBay Money Back Guarantee? 01-08-2020 Ebay sides with buyers in not as described claims. 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. 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. 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. But they don't have to disrupt your businessor your profits. 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. 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 you want the items back before refunding, I'd accept the return and send them a shipping label. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. You can also start a return request from your Purchases in My eBay. You can always report the buyer later for misusing the MBG. If you havent received an item, we usually refund your money immediately via PayPal. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. There are two categories of return requests from customers: 1. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? I am a buyer. Say something like: There is a scratch on the back, please see photo #9 for details. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. eBay will always side with the buyer of a damaged item. I always encourage our members to use those photos! 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 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. I have maintained a 100% seller rating for years. What if the seller doesn't offer returns? We'll review your case and contact you within 48 hours. If you've changed your mind and no longer want to return your item, it's easy to cancel your request. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. 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. We have several policies built into our business model that protect us from having to return items. The eBay Resolution Centre is at the bottom of this page. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Here's how to print an eBay return shipping label: Go to Purchase history . If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 2. Before you can send an item back to the seller, youneed to start a return. 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. Purchase shipping insurance for your items Its well worth the money! 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. eBay gives this MBG for Australian and International buyers, however . 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. Ebay sides with buyers in not as described claims. If you bought it over eBay and it isn't right, it's the seller's problem not yours. Not to do partial returns See our page on, Would you like us to help with an open return request? NOTICE: 3D glasses are all different and must have a compatible TV set to work. For more details, please see our Condition of returned items policy. In such cases, the responsibility for the costs of the return is according to the sellers policy. You won't be able to re-open the request once it's closed. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. Then and only then you give a refund for the item. 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. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. The seller was not accurate and now the seller or ebay wants to give me my money or item. If you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. I threw everything away". View cart for details. When listing an item, it's important to include your returns address - opens in new window or tab. This happens more often than not. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. Once you've accepted a return, the buyer should send the item back to you as soon as possible. So having a returns policy can give you a competitive advantage. Take great pictures! In some instances, return shipping charges are estimated rather than based on the actual weight of the package. 09:32 AM You know its interesting that the post I read before yours says If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. 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. I find too many fun toys for my family (or myself), and just love the whole process. By having insurance, the buyer got his money back and I was still paid for my item. - edited SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the 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 don't already know what kind of return policies you want to offer your customers, start with our How returns work article. After contacting the seller, it's up to you whether you want eBay to step in. How you request the return depends on how you bought them. The dispute is Not As Described. What does the eBay Money Back Guarantee cover? How long should I give a seller to fix the problem before I contact eBay? If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. Tip Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process. 1. How to issue a partial refund after the item is returned. In this case, I just try to do damage control. 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. Returns cannot be closed at the request of a seller. This is a good option for low-value items. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. This will definitely help any return request case that comes your way and a good habit to get into.