You must meet the requirements specified in this policy, including taking action within the required time frames; You may not seek resolution for the same issue by, You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order, If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site, eBay gift card or eBay voucher or eBay Bucks, Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services), Real Estate, Websites, Businesses for Sale, Digital content, Intangible goods,Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs, Industrial equipment and heavy machinery (see, Motor vehicles, including recreational vehicles, aircraft and boats (see, Evidence of successful delivery to the address provided in the, The buyer will receive a refund for the full cost of the item and original shipping, and, The seller may be required to reimburse eBay for the amount of the refund. If the buyer does not ship the return by the specified date, eBay may close the return request. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); To maintain that trust, we expect all members to treat each other with respect. 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. a part of. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. For example, if an item arrived with a minor scratch but the buyer is happy to keep it. If the seller ignores the return request I know that in some cases ebay will refund on their behalf without requiring a return. You accept returns in your policy, and the buyer changed their mind about a purchase. Carefully check the returned item before giving the refund. If an item is being returned, the seller is responsible for return shipping. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. So let me get this straight? The seller sent the wrong item, or '&charset='+document.charset : (document.characterSet ? This is the first time I have ever experienced an issue such as this. Should I wait for the seller to contact me? 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. When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not meet their return requirements: If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or shipping costs. In the last two cases the buyer keeps the item and gets refunded. But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a buyer. Fill in the total refund amount (s) and the return reasons. Also this makes the process require the buyer send the item back instead of filing a claim. Select your carrier and enter the tracking number. When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing. 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. Tip If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. 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. I am not a professional seller, I just wanted to get rid of some of my old tech items and thought I could make some of my money back from the original purchase. All you had to do was call eBay and it was done. For a low value item not worth paying return shipping for some sellers will just refund in full. Keep in mind that some returns can remain open for up to 35 business days. Instead, I lost money and I got hosed over and over again because EBay doesnt back up the seller. Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. Something went wrong. 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. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. 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. Attach the label from your desktop or mobile device. Choose the item above to start resolving a return. if (document.context) document.write ("&context=" + escape(document.context)); For more information, see our, Any images added to a return request must be relevant to the return reason and comply with our, When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere, The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and, Signature confirmation, on items with a total cost of $750 or more. If you're responsible for return shipping. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. I was pointing out to OP, that no returns is a valid return policy on Ebay, which many sellers have & as long as their item is truly SNAD, it's acceptable to file a SNAD, but that it is not acceptable as an end-run around the policy, b/c they don't like the color, fit, etc. Accept the return:The buyer will send the item back to you for a full refund (this may or may not include the original shipping costs). Yes I understand how a snad works. Buyer's expect returns. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. This is the loophole. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. No support for sellers in these cases. You don't accept returns in your policy and the buyer changed their mind about a purchase. If we're asked to step in and help, we may ask the buyer to return the item to you. 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. Read theSeller protections policyto find out how to qualify to issue partial refunds. Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. Im on the phone with eBay seeing what if any options I have. When listing an item, it's important to include your returns address - opens in new window or tab. https://thelawdictionary.org/article/how-to-file-an-out-of-state-small-claims-suit/. Keep in mind that some returns can remain open for up to 35 business days. var m3_u = (location.protocol=='https:'? The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" Its visible in my pictures even though I didnt see it nor did the buyer. Thanks for being honest about this. Best practices for avoiding and handling issues with buyers, Your options for responding to a return request, Partial refund guidelines where the item is returned used or damaged, choose how you'll arrange for the item to be returned, How to give a partial refund after the item is returned. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction. If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. So they can make it sound as the 23 days was trying to help you. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. Read our most popular questions and answers about handling return requests from your buyers. 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. Well which one is it? Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. I had a return request today for a shirt brand new with tags and the reason for the return request was does not fit. I was surprised they were even allowed to request a return since I specifically specified returns werent accepted. Thank you very much for your help! Whats the point of allowing me to choose no returns when they will side with the buyer when they are ignoring communication and theres no claim open??? If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item. if (!document.MAX_used) document.MAX_used = ','; If the item is returned used or damaged, you will no longer be able to give a refund to the buyer even if you qualify to give partial refunds under our seller protections. It is possible that they hit the wrong button and did not mean to refund you immediately - but if they do contact you and tell you something like that then just ask them to send you a return shipping label. As a no returns seller, I still get the option to accept a SNAD. if (document.context) document.write ("&context=" + escape(document.context)); Once you've accepted a return, the buyer should send the item back to you as soon as possible. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. To offer a replacement or alternate item: How to give a partial refund when the item is returned in a different condition. This is a good option for low-value items. This isn't working for me. Tip. This is a good option for low-value items. Go to your preferred carrier's website and purchase a label. You are not allowed now to dispute a not as described return. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. Both buyers and sellers must meet all applicable return requirements. eBay closes the case. The amount he wanted back was pretty much the whole amount once I deducted shipping. Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. Returns not accepted is outdated online. 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 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 didn't 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. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. 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.. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Once the seller has accepted the return, or 3 business days after the request date, 21 business days after the request date, if the seller never responded, 10 business days after the refund deadline has passed, if the seller is issuing a refund, Evidence that the buyer and seller have each met their, Whether the seller breached eBay policies when listing the item, Whether the item can be shipped back to the seller, The seller will be required to reimburse eBay for the amount of the refund, and, The buyer may not be required to return the item, If the seller doesn't offer returns, the buyer must request a return no later than 3 calendar days after the, If the seller offers returns, the buyer must request a return within the seller's stated return window, The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use, The buyer must request a return but may not be required to ship the item back to the seller. Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. Buyers can always submit a return request, even if your returns policy says you don't accept returns. 04-18-2022 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); Choose the item above to start resolving a return. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. A delivery status of "delivered" with a receipt scan by authenticator; The recipient's address, showing the authenticator's address that matches the one found on the, The seller doesn't honor their stated returns policy, The seller doesn't offer returns or the return window stated in the listing has passed, The seller doesn't offer returns or the return window stated in the listing has passed, or, The buyer chooses to send an eligible item to the eBay vault, or, The buyer purchases an item that is currently stored in the eBay vault, The seller doesn't offer returns or the return window stated in the listing has passed, and, Check the seller's stated returns window in the listing, 2 business days after receiving the returned item, The seller's return address should be up to date in their, The seller must pay any applicable customs fees or duties on the returned item, When refunding the buyer, the seller must issue the refund through the return request on eBay, When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer, The buyer must return the item in the same condition in which it was received. 01:39 PM. It does not sound as if you are likely to hear anything more from the seller and that they refunded because the cost of shipping it back was more than they wanted to pay. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. You probably won't win, but if you don't call, the chance of you winning is ZERO. A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the, Signature confirmation, on orders with a total cost of $750 or more. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. If an item is returned used or damaged, it may be appropriate to give a partial refund. Now I just have to hope he actually sends back the keyboard instead of bricks. Big surprise there. See Partial refund guidelines. See our Partial refund guidelines for more details. Select the applicable selling categories. But we don't get back the cost of shipping originally eBay has made big strides in treating buyers fairly in recent years, at least compared to where they were around the start of the decade, but this decision is among the worst. I was not trying to show how it 'benefit a buyer". We'll then ask the buyer to post the item back to you within 10 business days. 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 . Traditional APIs: Orders, resolutions and feedback, eBay APIs: Talk to your fellow developers, RESTful Sell APIs: Account, Inventory, Catalog and Compliance, RESTful Sell APIs: Marketing, Analytics, Metadata, Post Order APIs - Inquiry, Case Management, How to handle a return request as a seller, Video: how eBay return policies work for you, Video: growing your business with returns, Seller Protections are in place for those impacted by winter weather, eBay Motors announces the eBay Guaranteed Fit Program, Seller Protections for the South and Central US, 7 Questions with Stephanie Garcia of MamaBreaks, Seller Protections for shipping delays due to winter storms and flooding, 7 Questions with Gerron Moore of Big Dreams, IRS announces delay in new $600 1099-K tax reporting threshold, Seller Protections are in place for sellers impacted by Winter Storm Elliott, 7 Questions with Camilla and Khang of TheFIResellers, USPS decreased rates for Priority Mail labels effective December 9, 2022, In Celebration of Sellers and Small Business, URGENTjoin our grassroots campaign to raise the new IRS tax reporting threshold, 7 Questions with Alex Carrera of Save A Suit, FedEx Home Delivery Rates Decrease Effective November 8, 2022, Shipping labels update for Authenticity Guarantee-eligible sneakers. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); Ebay has a 30 day money back guarantee that is available on most all items sold here. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. the seller life. document.write ("'><\/scr"+"ipt>"); In most instances, we will notify buyers and sellers with an, Open duplicate claims using other resolution methods, or, Engage in fraudulent or abusive buying behavior, or, Colluding with a seller to wrongly declare an item's value for customs, Filing a chargeback after receiving a refund, Claiming an item was not received when there is proof of delivery to the address provided on the, Falsely claiming an item was not as described, Opening duplicate cases using other buyer protection programs, Returning an item other than the original item received, Using or damaging an item and then returning it, We may provide buyers and sellers with access to each other's contact information in accordance with our, eBay Money Back Guarantee is not a product warranty, For items shipped through the Global Shipping Program, the program's, In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. 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). 04-18-2022 Sellers are required to deliver the item as it was described in the listing. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. If you do not accept returns, eBay will force you to accept any item not as described return case even if there really isnt a problem with the item itself. When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for: If we determine that the item was not successfully delivered or collected: Evidence of successful delivery Here are some other helpful pages: When you create a listing, you'll add areturn policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. That decision is for him to be allowed to return it. Select your reason for the return. My seller rating on eBay is 100% and I have had an account on eBay since 2009. This is a good option for low-value items.