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. 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. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. In that situation I take photos and videos and share that with the buyer before I take it to a FedEx Business center and ask for a receipt of the drop off. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. Enter a return merchandise authorization number, if you use them. If I accept it, I can still require a return of the item & always do. The buyer requests a return in their My eBay and you'll be notified by email. We'll then ask the buyer to post the item back to you within 10 business days. 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 for original or return shipping costs. 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 (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); 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.. Tip Need to report a problem or not sure about the next steps? 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. 01:47 PM. 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 ourseller protections. if (document.context) document.write ("&context=" + escape(document.context)); You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Returns not accepted is outdated online. Trading Cards have a more limited return window. This is a good option for low-value items. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns). To maintain that trust, we expect all members to treat each other with respect. If we don't see any indication that the item is on its way after 15business days, we may close the return and protect you from negative feedback. In some cases, eBay may automatically accept the return on the seller's behalf. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing. 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. var m3_r = Math.floor(Math.random()*99999999999); See the table below for guidance on issuing a partial refund. This can be useful when the buyer isn't completely satisfied with their purchase. Tip Evidence of successful delivery to the authenticator If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. This can be useful when the buyer isn't completely satisfied with their purchase. The buyer returned the item used or damaged. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. 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. When you agree to give the buyer their money back, or once you receive the returned item, you'll need to accept their refund request and give them the refund within 2 business days. I have an email that I have never seen in my 20 years at eBay. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. The seller is required to respond and provide either tracking information, delivery updates, or a refund. Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. Enter a Return Merchandise Authorization number, if you use them. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". You probably won't win, but if you don't call, the chance of you winning is ZERO. Select. In some cases, your response options may differ. I.E. The seller is required to respond and provide a solution to the buyer's issue. 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. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement, Buyers and sellers permit us to make final decisions about all cases, including appeals. 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. Many posts in here from sellers about this. document.write (document.charset ? Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. Big surprise there. Proof that the buyer collected the item 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. 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). var m3_u = (location.protocol=='https:'? Best practices for avoiding and handling issues with buyers, Help a buyer with an item they didnt receive, Your options for responding to a return request, asking eBay to step in and help for sellers, choose how you'll arrange for the item to be returned, you provide non-eBay return labels and upload tracking, How to issue a partial refund after the item is returned, Are you a buyer looking to return an item? 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. - edited if (document.mmm_fo) document.write ("&mmm_fo=1"); Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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. Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. You can see it on the listing if it qualifies. 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. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Buyer's expect returns. When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. How to accept a return when the buyer changed their mind about a purchase. This is a good option for low-value items. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features, or losing seller protections. I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. Whether you need to accept the return depends on their reason for opening the return. This is something that all eBay seller should know. If the buyer does not ship the return by the specified date, eBay may close the return request. var m3_u = (location.protocol=='https:'? When listing an item, it's important to includeyour return address. Had a buyer with a sub 5 single digit feedback in 5 years message me saying item was broken but before he leaves a feedback to send him partial refund and he'll keep it. am I required to pay for shipping? Whether you need to accept the return depends on their reason for opening the return. I'm in the same boat right now, sold a $300 item that cost 50$ to ship, buyer requested return saying "doesn't fit" which doesn't make sense cause it was a Yamaha keyboard. See Partial refund guidelines. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. 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 $750 or more. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). View basket for details. Tip. The seller responds to the buyer's request. See our Condition of returned items policy. How to give a partial refund after the item is returned. You can choose to add a message to the buyer. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description, the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. 2 business days after receiving the returned item. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. if (!document.MAX_used) document.MAX_used = ','; Also this makes the process require the buyer send the item back instead of filing a claim. 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). 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. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. 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. When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. Please use this in a story so everyone knows. 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. 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. Returns not accepted is outdated online. https://thelawdictionary.org/article/how-to-file-an-out-of-state-small-claims-suit/. 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. eBay Money Back Guarantee programs on international eBay sites. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. If the seller ignores the return request I know that in some cases ebay will refund on their behalf without requiring a return. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. If the buyer is responsible, choose your return address from the dropdown menu. 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. I was not trying to show how it 'benefit a buyer". 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. Returns related questions? If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Thank you very much for your help! You can also find more information in our full article below. //]]>-->, For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. See our page on. New comments cannot be posted and votes cannot be cast. Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when: Final sale definitions by product category, Trading Cards - opens in new window or tab, Luxury bags & accessories - opens in new window or tab. For example, you may haveopted to automatically accept return requests. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. You can choose to add a message to the buyer. Give a full refund The buyer will receive a full refund, and they'll keep the item. Buyer's expect returns. It's become so bad that it's the topic of memes and the punchline of jokes. 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. 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. [CDATA[ Also this makes the process require the buyer send the item back instead of filing a claim. Create an account to follow your favorite communities and start taking part in conversations. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. See ourpartial refund guidelines. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. If an item is being returned, the seller is responsible for return shipping. I recently sold a dji osmo mobile on eBay, I specified no returns. If we're asked to step in to help, we may ask the buyer to return the item to you. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they: A buyer may not seek resolution for the same transaction under more than one buyer protection program. 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. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. We've outlined your response optionsbelow. See Partial refund guidelines. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. 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. In some cases, your response options may differ. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Answer (1 of 3): Sellers are not required to accept returns. Add a message to the buyer explaining why the refund wasn't full. Buyers can find estimated delivery information in their Purchase history. If you have not had to deal with this in the past count your blessings as you got away with something that almost nobody else has except the Chinese (who they have so many partnerships with they will NEVER do anything to hurt them) and the select few very large . 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 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. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. 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.