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 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. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. Returns happen. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Check the seller's return policy in the listing to see who is responsible for return shipping costs. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV". 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. 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. When a buyer opens a Not As Described case, the sellers options are few. So would all sellers. This is obviously not how I shipped it out and was damaged in shipping. Listen to this weeks podcast to hear sourcing methods from a seller! 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! The seller has 3 business days to get back to you. 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 is a good option for low-value items. Get in the habit of getting information from your buyer for reasons they are returning. You do not have to be in a hurry when you receive the item to refund them. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. 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. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Tip This months episode of the eBay Seller Spotlight podcast is live! You can also check the progress of your return request at any time. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. 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. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". The eBay Money Back Guarantee is not a product warranty. After contacting the seller, it's up to you whether you want eBay to step in. The eBay Money Back Guarantee is not a product warranty. 2. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. 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. Always, always be nice! Please read the rules The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. Refund the buyer, the buyer keeps the item. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. (2) One does not activate this seller protection by calling customer service. (MBG). 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!" Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help. You can't deduct the original shipping cost from any refund amount. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. 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 don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. Youll hear from us within 48 hours. Its to protect myself from the buyer! See the table below for guidance on issuing a partial refund. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. No. You dont need a special printer or self-adhesive labels when printing return shipping labels. They will just accept that they are not covered and walk away. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. I threw everything away". Honestly, this is one of those lessons I have had to learn the hard way. 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. 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. Car & Truck Safety & Security Accessories, Returns, missing items, and refunds for buyers, How to print an eBay return shipping label, If the seller is paying for return shipping, how to print an eBay return shipping label, Select the shipping carrier from the dropdown list. 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. Who pays the cost of return shipping depends on the sellers return policy and the reason for the return. Enter a return merchandise authorization number, if you use them. Time to research other selling websites, I guess. International shipment of items may be subject to customs processing and additional charges. Copyright 1995-2023 eBay Inc. All Rights Reserved. This is a win win for both of us. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. 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. Choose the item above to start resolving a return. 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. 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. eBay Business Equipment Purchase Protection. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. You can choose to add a message to the buyer. If you bought it over eBay and it isn't right, it's the seller's problem not yours. In this case, I just try to do damage control. 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. The eBay Resolution Centre is at the bottom of this page. However, it does happen and when it does, I have to deal with it as best as I can. I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. Check out this video to understand how dimensional weight is measured when shipping. All Rights Reserved. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. 07-05-2020 Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. For more details, please see our Condition of returned items policy. Say something like: There is a scratch on the back, please see photo #9 for details. After contacting the seller, it's up to you whether you want eBay to step in. The seller covers the cost of the return. 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. Do I need to pay extra for the eBay Money Back Guarantee? But they don't have to disrupt your businessor your profits. Some people think private sellers have to accept returns and this is just not the case. Learn more about our signature confirmation requirements. I describe anything that is not working with the item, any wear on the item, scuffs, scratches or anything that would potentially be a reason for the buyer to want to return the item. 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 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. 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. The buyer is responsible for return postage costs. On the next page you'll see the refund amount. But it is. Too many of those and their returns ability will be hindered. Print an eBay return label Tip Then and only then you give a refund for the 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. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. Is there anything you can do? Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. Carefully check the returned item before issuing a refund. We'll automatically close a return request if there's been no activity. You can chat with other sellers about anything to do with running a business on eBay. Copyright 1995-2023 eBay Inc. All Rights Reserved. This is just one more way to protect myself against a refund request for Item not as described. Insurance through Fedex and UPS is pretty reasonable: $1 per $100 in coverage. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. It is in the return interface, as the seller reports a buyer for being a bad buyer. Buyer pays for return postage: . Read the complete details about the eBay Money Back Guarantee. Here's how: If you had already asked eBay to step in, you'll see 'case' rather than 'request'. Copyright 1995-2023 eBay Inc. All Rights Reserved. I don't plan on stopping any time soon. If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. I find that if an item sells once, it will again. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. We protect ourselves! Often, they will review the messages and realize the buyer did not read the listing. 3. eBay will review your case and get back to you within 48 hours. How long should I give a seller to fix the problem before I contact eBay? Its always good to see where eBay stands with the case before you contact the buyer back. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Your item didn't match the listing, or it arrived faulty or damaged. 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. Being faced with a return request can be very intimidating. 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. I have maintained a 100% seller rating for years. 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. Offer customers 30 day refund policy because EBay is always going to side with customers. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Were not perfect and we can make mistakes. When being faced with paying return shipping on an item thats not as described, I always give the buyer the option to keep the item with an offer to refund part of their money. How you request the return depends on how you bought them. This is a good option for low-value items. There is a big reason for this. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. You can always report the buyer later for misusing the MBG. 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. This even after I specifically instructed them NOT to throw anything, including the shipping box, away until I instructed. Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Research your model before purchasing this because there will be no returns for buying the wrong item. Having an accurate listing description is so important, especially if you are selling used items like I am. So what happens if your eBay item is not as described? I have reported the buyers, but I still have all 12 returns counting against me. 09:32 AM The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. For example, you may haveopted to automatically accept return requests. Noin line with 'ebay reality' it works .more like THIS as posted upthread>>>>>>>>Still, it wouldn't really matter what you put in the description. The dispute is Not As Described. Tip Do not refund until your item is back to you. See our Partial refund guidelines for more details. Someone started a thread just a little while ago (1:30 pst), told by CS that they don't have any 'Proof' that the item was not 'as described'. I cant make the buyer read it! You can also open your Returns dashboard and select View return details from beside the item. Accept the return:The buyer will send the item back to you for a full refund. If you offered free shipping, you'll need to refund the buyer the full amount of the item. eBay Exporter of the Year was a great success! 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. Depending on your return policy, this may or may not include the original shipping cost. Spread the word, we know how to break the . 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. However, we're here to help. Refund the buyer, the buyer keeps the item. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Not to do partial returns 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. Something went wrong. We have several policies built into our business model that protect us from having to return items. 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. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) 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. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. 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 a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. Offering a return of an item is always my last resort and honestly it is very rare. This is how it is and one of the risks of doing business on eBay. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. Often times, they will say something that was clearly stated in my listing. Why was my refund less than the amount I paid? Refund the buyer and get the item back. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Enter the amount you wish to offer the buyer. When a buyer opens a return request the funds related to the sale may be put on hold. See our page on, Would you like us to help with an open return request? 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. And dont waste time taking packaging pictures Research your model before purchasing this because there will be no returns for buying the wrong item. Do I need to pay extra for the eBay Money Back Guarantee? You can go to the Resolution Center and contact the seller. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. If you've sold on ebay long enough you've had this happen. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case 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. At any rate, there is no such policy as "no returns" when a buyer files a not as described case, even if they make everything up. You know its interesting that the post I read before yours says If the seller wont cover the cost, let us know by asking eBay to step in. A strong shipping strategy is key for a successful holiday. You can still close it if things are resolved. You do not have to offer returns or refunds on your items either. If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help. Required fields are marked *. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. I will fight for them to cover my packages. I'd really like another option. The best option for you is to send a Return label, at your expense. It has mostly been a hobby that makes some extra cash, but sometimes it serves as my main income as well. Make a point to take action on your listings to avoid unwanted returns. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. Message 3 of 7 latest reply 1 Helpful Holiday shipping is now in full swing, check out these helpful shipping tips! 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. 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. You accept returns in your policy, and the buyer changed their mind about a purchase. How long should I give a seller to fix the problem before I contact eBay? Ebay sides with buyers in not as described claims. There are two categories of return requests from customers: 1. You might be asking, Do private sellers have to accept returns? The answer is No. Escalate to eBay if you don't reach a resolution within 3 business days. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? (oh and that happened b.c ppl would send it back stating wrong size). Here's how to print an eBay return shipping label: Go to Purchase history . 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. In the rare instance, this can happen. Disclaimer. Today I am going to share with you 10 tips to protect yourself as a seller and decrease your eBay return requests. moment, Oh, Ship! Ready to start making a good side income from flipping? Something went wrong. Ifyou use an eBay returns label, tracking details areautomatically uploaded. 01:47 PM 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. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. How to deal with "Item not as described" returns that are not valid. 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. Check out our FREE intro Workshop! See ourpartial refund guidelines. 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. Here are the main reasons you might ask us to step in and help on a return: Don't leave it too long to ask us to step in and help. 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. Once you request a return, the seller should get back to you within 3 business days. Read our most popular questions and answers about handling return requests from your buyers. 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. Covers your purchase price plus original shipping on virtually all items. When you start selling on Ebay, decide if you are willing to take returns at all. What does the eBay Money Back Guarantee cover? 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. 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. 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. Many eBay sellers accept returns if you've changed your mind. 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 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. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. 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. Check out how to file a damage claim with FedEx if your item gets damaged. eBay will always side with the buyer of a damaged item. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. If the seller is responsible for return shipping, its important that they cover the costs. If the buyer put in a formal return request, you can accept the return, send them a shipping label, and wait for the item to get back to you. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. Tip Your email address will not be published. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. What if an eBay buyer damaged an item and wants a refund? If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you.