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If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. I'm a top rated seller with 100% feedback and I do what I can to help people and its frustrating to be paying a couple hundred extra a month in fees for something that seems to be out of my control because buyers miss-categorized the return. How long should I give a seller to fix the problem before I contact eBay? You can also check the progress of your return request at any time. Does the tracking number show it was delivered? 1. 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 it 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 didnt 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. eBay will always side with the buyer of a damaged item. 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. 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). You are sure the item wa. When the seller replies, we'll send you an email with details of the next steps. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. 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. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. See Partial refund guidelines. If you implement these return policy tips to your eBay listings, your return requests will be less and your actual returns will be almost non-existent! Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. 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. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. 01-08-2020 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. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. Their listing states they do not accept returns. Not to do partial returns Disclaimer. Its to protect myself from the buyer! You don't accept returns in your policy, and the buyer changed their mind about a purchase. How to Set up Your Shipping Options: First Steps, Learn more how to set up return options in Sell Your Item form, Learn more how to set up two basic return rules, Learn how to set up advanced return rules, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to Set up Your Shipping Options: Step-by-step Guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Changes to VAT import regulations for the EU in 2021, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? If you return the item used, damaged, missing parts, or if it gets damaged during return shipping, the seller may deduct an amount from your refund to cover the loss in the item's value. Your options for responding to a buyer's request depend on the reason they're returning the itemand the return policy you stated in your listing. But they don't have to disrupt your businessor your profits. 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. I try to get them to give me the reason for the return. What does the eBay Money Back Guarantee cover? Listen to this weeks podcast to hear sourcing methods from a seller! We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Covers your purchase price plus original shipping on virtually all items. To request a return, select the item you want to send back from your recent purchases above, or use the button below. This will get them to move the decision in my favor and pay out the damage coverage. 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. Here's how: If you had already asked eBay to step in, you'll see 'case' rather than 'request'. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. Something went wrong. See our page on. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. 01-08-2020 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. 3. eBay will review your case and get back to you within 48 hours. If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. I grew up in Central Florida and have lived here my whole life. There's no way around losing an Item Not As Described case. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. After contacting the seller, it's up to you whether you want eBay to step in. Returns give the buyer the opportunity to return the item if, for example, it doesnt fit or they simply dont like it. You can chat with other sellers about anything to do with running a business on eBay. Report the buyer when you issue the refund through the eBay returns flow 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". Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. And this is my fault? Make sure the barcode is clear so the carrier can scan it easily. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. 2. You can choose whether to accept returns if a buyer changes their mind about a purchase. What do you mean by adding sold as is to your terms and policies? Copyright 1995-2023 eBay Inc. All Rights Reserved. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. Why was my refund less than the amount I paid? Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? You can go to the Resolution Center and contact the seller. If you're not able to resolve things with the seller, you can ask us to help. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. 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! 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. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Here's how to print an eBay return shipping label: Go to Purchase history . Say something like: There is a scratch on the back, please see photo #9 for details. Why didn't you check the size before ordering? 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. You do not have to be in a hurry when you receive the item to refund them. I gave alot of money for an item from ebay to a seller. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Received a damaged item with a missing part. Please read the rules But anyway, what I have been known to do is to change condition of new item to New Other, and then add a few crucial details and specifics in the Condition Description box HOPING they MIGHT actually read it. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. If your item hasnt arrived, or isnt as described,let the seller know. eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. 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. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV but failed to mention that it really wasn't. Regardless of the outcome, will the buyer be able to leave negative feedback? Tip The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. But the seller should communicate with you. 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. 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. Seller with 11000 feedback. Send a message to the customer to solve the problem. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. 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. Generally, theyll ask you to send the item back using one of the following: The sellermay contact you to make other arrangements, such as returning the item to their store or reimbursing you for return shipping. - edited You are describing the old rules the rules changed a few months ago. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. 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. 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. The buyer is responsible for return postage costs. They claim they are not responsible for damage during shipment, and imply that I lost the part. 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!" International shipment of items may be subject to customs processing and additional charges. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". You have 3 business days to respond to the request and resolve the buyer's issue. 09:32 AM Returns happen. 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. Some business equipment categories that may be covered by the. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . Escalate to eBay if you don't reach a resolution within 3 business days. Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. (oh and that happened b.c ppl would send it back stating wrong size). That does not mean that you will automatically have to accept a return and refund their money if you get a request. This is a good option for low-value items. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. You can also open your Returns dashboard and select View return details from beside the item. In some cases, your response options may differ. This is a win win for both of us. Practical tips for processing and managing your inventory, Tune in to hear sellers Ryan and Alli explain their popular YouTube strategy, Tune in for tax tips for small businesses, Start your small business with a strong plan, Tune in for a sellers experience buying and selling the contents of foreclosed storage units, Check out this eBay Open Keynote and learn more about eBay for Charity. Be accurate in your listings, it will save you money and a headache in the long run! Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. Open a case and try to work things out with the seller. You could put something like this in your listings; Compatible Models are:Sony KD. TV MATERIALSony Sony KDLSony KD.Sony XB. or "The Sony Active 3D glasses are compatible with most Bravia", Still, it wouldn't really matter what you put in the description. See our Partial refund guidelines for more details. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . In this case, I have a trackable eBay message from the buyer for the reason and eBay will review those emails and almost 100% will side in my favor. When you start selling on Ebay, decide if you are willing to take returns at all. You want to have all of your bases covered and be very detailed and specific about anything that could possibly be wrong with your item. eBay Business Equipment Purchase Protection. You accept returns in your policy, and the buyer changed their mind about a purchase. - edited There are several ways you can send an item back to the seller. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) I have maintained a 100% seller rating for years. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Some returns may remain open for up to 35 business days. You believe that it was exactly as described. 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. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. If the seller doesn't respond or you're unable to resolve the issue with them, you can ask us to step in and help. 17 votes, 21 comments. If you have a complaint item not as described and you dont accept returns for a reason that is mentioned in your listing, eBay will side with you and you are in a position not to accept the return. Covers your purchase price plus original shipping on virtually all items. Choose the item above to start resolving a return. Before you can send an item back to the seller, youneed to start a return. We'll review your case and contact you within 48 hours. My desire is that they get more than they are expecting! EBay gives you the opportunity to add 12 photos to your listing. Copyright 1995-2023 eBay Inc. All Rights Reserved. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. It shouldnt be like this, I know. Buyer pays for return postage: . See the table below for guidance on issuing a partial refund. If, after a few days, youre not happy with the sellers resolution, were here to help. Simply print the label on normal paper and tape it to the package. Required fields are marked *. Just go to the ResolutionCenter and let us know. Carefully check the returned item before issuing a refund. The eBay Resolution Centre is at the bottom of this page.

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