If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. See our page on, Would you like us to help with an open return request? I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. If an authenticated item is eligible to be returned, the buyer will be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. Big surprise there. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Some purchases inspected under Authenticity Guarantee are considered final sale. Annoying isnt it. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Keep in mind that some returns can remain open for up to 35 business days. var m3_r = Math.floor(Math.random()*99999999999); Enter a Return Merchandise Authorization number, if you use them. Read theSeller protections policyto find out how to qualify to issue partial refunds. If an item is returned used or damaged, it may be appropriate to give a partial refund. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); Give a full refund The buyer will receive a full refund, and they'll keep the item. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. 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. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. If asked to step in and help, 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 issuea refundeven if you qualify to give partial refunds under our seller protections. 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. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); 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. Returns related questions? 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. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer canask us to step in and help. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. You accept returns in your policy, and the buyer changed their mind about a purchase. Tip. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. The above applies whether or not a seller accepts returns. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. You purchased an item from me well aware that I do not accept returns, you then proceed to use this item for approximately 23 days before deciding that it just doesn't work for you and now you want to purchase something else? However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Please use this in a story so everyone knows. If the purchase is covered by theeBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. 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. Many sellers have a no returns policy, which is perfectly VALID on Ebay, b/c their category gets a lot of returns for fit, changed mind, didn't like the color, etc. See Partial refund guidelines. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. 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. Once you've received the item, you have 2 business days to review and give a refund, or ask eBay to step in and help. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. Accept the return:The buyer will send the item back to you for a full refund. 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. It may only be used to recoup losses when an item is returned used or damaged. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. For example, you may have opted to automatically accept return requests. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. How to issue a partial refund after the item is returned. Also this makes the process require the buyer send the item back instead of filing a claim. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. Most sellers don't understand this. 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. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. How to Handle eBay Returns - Zenstores If a seller loses a chargeback they may be eligible for payment dispute seller protections. 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. Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. If the buyer is responsible, choose your return address from the dropdown menu. You have 3 business days to respond to the request and resolve the buyer's issue. 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. 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 Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. If the buyer is responsible, choose your return address from the dropdown menu. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. New comments cannot be posted and votes cannot be cast. 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. Whether you need to accept the return depends on their reason for opening the return. The buyer claims the item is not compatible with his mobile phone. Now I just have to hope he actually sends back the keyboard instead of bricks. How eBay Sellers Can Prevent Returns - liveabout.com [CDATA[ You need to call ebay. 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. 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. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. 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. If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. document.write (document.charset ? 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. Some have lost thousands. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. 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 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. For returns and exchanges less t Cars and other motor vehicles are typically high-value items, so we have some additional guidelines in place to make these transactions go smoothly and to protect our buyers and sellers. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. Now, even clear cases of buyer's remorse are allowed to return. eBay Money Back Guarantee programs on international eBay sites. I waited a week and called eBay to close the request as obviously the buyer is ignoring it and my money is on hold and was told that they would step in and make a decision. Choose the item above to start resolving a return. However, sellers cannot refuse REFUNDS. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. Copyright 1995-2023 eBay Inc. All Rights Reserved. This is a good option for low-value items. Help for buyers and sellers. My post was to the OP, not you. If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab. 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. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. I appreciate it. That decision is for him to be allowed to return it. var m3_u = (location.protocol=='https:'? I quit selling on EBay for this reason. This is at the seller's discretion. If you're responsible for return shipping. I'm done with Ebay. You can choose to add a message to the buyer. Classic Ebay sneak move. So they can make it sound as the 23 days was trying to help you. You probably won't win, but if you don't call, the chance of you winning is ZERO. Proof of delivery for returned items We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. You can either: - accept the return and provide the buyer with a return label. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. To start a return, select the item you want to send back from your recent purchases above, or follow the steps below: and select Return this item. See Partial refund guidelines. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. You'll also be responsible for covering return shipping costs. a part of. Anyway, I dont accept returns but the buyer requested a return or partial refund. They also state that they cant guarantee the condition of the item being returned.

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