So the buyer gets 6.50 from eBay. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. View cart for details. The condition of the returned item is important, so repack it carefully. This happens more often than not. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Very unfair on seller and ebay part. Received a damaged item with a missing part. Its very, very important to take photographs for your records both using freight and Fedex and UPS. 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. Make sure the barcode is clear so the carrier can scan it easily. If you are scared to start eBay because of the fear of returns, dont be. If you get in the habit of taking great pictures and as many pictures as possible, when faced with an Item not as described, no returns case with eBay and they see you have it notated and photographed, the chances are better that they will side with you. 11:35 AM. 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. Simply print the label on normal paper and tape it to the package. 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". "NOTICE: 3D glasses are all different and must have a compatible TV set to work. . 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. 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. You can also open your Returns dashboard and select View return details from beside the item. What if the seller doesn't offer returns? Take great pictures! Copyright 1995-2023 eBay Inc. All Rights Reserved. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Refunds go back to your original payment method and are typically available within 3-5 business days. If the return request is for Item not as described, I get them to let me know why they think it is not as described. We guarantee that you will get the item you ordered or get your money back. If you do not refund, and the buyer asks eBay to step in, you will receive a defect on your account, your Final Value fees are forfeited, and the buyer keeps the item. 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. If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception, If the item doesn't match the listing description, or if it is faulty or arrived damaged, you may be eligible for. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. Copyright 1995-2023 eBay Inc. All Rights Reserved. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. You can still close it if things are resolved. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. So, one item that we remembered have sent back (fortunately it was only from Canada), we had to request (all of these were steps from eBay reps) a quote from buyer for return shipping. This can be useful when the buyer isn't completely satisfied with their purchase. If it is a lame reason (and sometimes it is! We all agreed to abide by eBays terms and polices as set forth in the User Agreement. So what do you do when a buyer says item not as described? 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!" 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. 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. See Partial refund guidelines. Just go to the ResolutionCenter and let us know. 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. 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. Select your reason for the return and enter a comment about why you're returning it. 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. Need an update on an open return request? 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. This is a win win for both of us. Tip Tip I always encourage our members to use those photos! You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Take a front, back, side, and inside view of your item. If the item is returned used or damaged, you will no longer be able to issue a refund to the buyer even if you qualify to issue partial refunds under ourseller protections. This is how it is and one of the risks of doing business on eBay. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. 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. 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. Always, always be nice! Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. If you send out an item and it gets to your buyer damaged and you dont have insurance, you WILL BE refunding the cost of the item! But they don't have to disrupt your businessor your profits. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Read the complete details about the eBay Money Back Guarantee. Select your reason for closing the return from the dropdown, and add details if you want to. It is in the return interface, as the seller reports a buyer for being a bad buyer. The eBay Money Back Guarantee is not a product warranty. Having an accurate listing description is so important, especially if you are selling used items like I am. We guarantee that you will get the item you ordered or get your money back. After all, I paid for the insurance right? 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. Read theSeller protections policyto find out how to qualify to issue partial refunds. And dont waste time taking packaging pictures Get in the habit of getting information from your buyer for reasons they are returning. I don't plan on stopping any time soon. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. 07-05-2020 3. eBay will review your case and get back to you within 48 hours. Its always good to see where eBay stands with the case before you contact the buyer back. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. A buyer insists the item was not as described in order to force a return. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. The unofficial eBay subreddit. Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case I first contact the buyer and find out what is wrong with the item. Does the tracking number show it was delivered? If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Is there anything you can do? In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. Listen to this weeks podcast to hear sourcing methods from a seller! Accept your return request and offer a full refund You'll return the item in the same condition in which it was received, and the seller will then issue a full refund, including the original shipping cost. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. Adding these each time has saved me many times when buyers have tried to get me to accept a return. If you offered free shipping, you'll need to refund the buyer the full amount of the item. It sucks , but ebay says its your fault and buyers can return for an reason. It covers purchases paid with PayPal and most other electronic payment methods. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. We'll automatically close a return request if there's been no activity. Research your model before purchasing this because there will be no returns for buying the wrong item. What does the eBay Money Back Guarantee cover? Whenever an item that I ship is damaged, I put in a claim with the carrier. There are two categories of return requests from customers: 1. The terms authorize us to include fees for item refunds or return shipping on your monthly invoice, which may be charged to your automatic payment method on file, if any. I try to get them to give me the reason for the return. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. 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. When you create and turn on return rules, you agree to the eBay Returns Terms. Refund the buyer, the buyer keeps the item. 1. This will get them to move the decision in my favor and pay out the damage coverage. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. Your item didn't match the listing, or it arrived faulty or damaged. When I go in to create a listing on eBay, I can choose the option No returns. This is something I make sure I have checked each time I list something on eBay. Ebay sides with buyers in not as described claims. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Something went wrong. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. See our page on, Would you like us to help with an open 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). A dialog will open as you type your search terms. Make a point to take action on your listings to avoid unwanted returns. Do I need to pay extra for the eBay Money Back Guarantee? Many buyers only make purchases from sellers that offer a returns policy. Have A Clear eBay Return Policy When you start selling on Ebay, decide if you are willing to take returns at all. There is a big reason for this. Purchase shipping insurance for your items Its well worth the money! 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. If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. interesting we just share whats worked for us and we have given partial refunds, weve never lost a shipping claim because of our pictures, and we dont accept returns. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! Find the item under Returns and canceled orders. How they can respond depends on the reason for your return: Accept your return request and offer a full refund You'll return the item and the seller will then issue a full refund depending on their returns policy, this may or may not include the original shipping cost. Learn more about our signature confirmation requirements. Whenever I get a return request, I always send a message to the buyer apologizing for any inconvenience and then I take the approach to get information so I can help them. Remorse Return The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it. I am asking fellow sellers what you do in a case like this: An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. Ninety percent of people will just not think to call them and fight it. I have details about my terms with shipping, returns, freight shipping, and refunds. The seller will also pay for return shipping. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. My second reason for taking photographs of the items I ship? You know its interesting that the post I read before yours says After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. Regardless of the outcome, will the buyer be able to leave negative feedback? If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Out of most of the reasons a buyer can choose for requesting a refund, "item not as described" is probably one of the worst offenses when it comes to eBay. Required fields are marked *. View cart for details. Your eBay buyer claimed the item was not as described. Send you a message The seller may ask you for some more details about your return request. No. You'll also be responsible for covering return shipping costs. If you add these tips in your listings, 9/10 times eBay will side with you in the event you get a request to return an 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. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. If you choose to use your own carrier, we recommend using a tracked service. 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. How to deal with "Item not as described" returns that are not valid. The eBay Money Back Guarantee is not a product warranty. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. 01:47 PM. Refund the buyer, the buyer keeps the item. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. It shouldnt be like this, I know. If your item hasnt arrived, or isnt as described,let the seller know. These charges are based on rates eBay negotiated with the USPS and are typically less than what you would pay at the post office for the same item. This makes no sense and should be illegal. They claim they are not responsible for damage during shipment, and imply that I lost the part. eBay gives this MBG for Australian and International buyers, however . Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. When you start selling on Ebay, decide if you are willing to take returns at all. 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. Accept the return:The buyer will send the item back to you for a full refund. When I have photographs of how I shipped my item, I will have those as proof. 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. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. 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. The seller was not accurate and now the seller or ebay wants to give me my money or item. Most sellers refund as soon as they get the item back. 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. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. Do you have to accept returns to sell on eBay? 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. Its to protect myself from the buyer! A strong shipping strategy is key for a successful holiday. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. 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. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. You can go to the Resolution Center and contact the seller. where! Escalate to eBay if you don't reach a resolution within 3 business days. 07-05-2020 Returns give the buyer the opportunity to return the item if, for example, it doesnt fit or they simply dont like it. If the seller wont cover the cost, let us know by asking eBay to step in. You might be asking, Do private sellers have to accept returns? The answer is No. I threw everything away". 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. - edited 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. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. Adding tracking details to your return helpsprotect against delays or issues in the refund process. Thats the great thing about implementing these tips. 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. Open a case and try to work things out with the seller. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. Make sure you know what you can ship and what you cant to avoid delays and fines. You have 3 business days to respond to the request and resolve the buyer's issue. Shipping has definitely been delayed with everything going on. Check out our FREE intro Workshop! For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. I first got into buying and selling items when I was 16 years old, and have been hooked ever since. 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. 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. Check out how to file a damage claim with FedEx if your item gets damaged. You are sure the item wa. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. That is assuming the item is truly Not as Described. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. So would all sellers. 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! In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. 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. Message 3 of 7 latest reply 1 Helpful Make sure to follow our, The seller hasn't responded to your return request after 3 business days, The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label), You returned the item and it's been delivered back to the seller, but they haven't processed a refund after 2 business days. Oh, Ship! A Depop is a platform where people can sell new, vintage, or secondhand clothing, accessories, and housewares. So the lesson here is folks, if you buy something and you don't feel like paying for it, say the item is 'not as described', harass the seller into submission, if that doesn't work, eBay will either force the seller to refund it or Ebay will give you your money back! SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. Holiday shipping is now in full swing, check out these helpful shipping tips! If youre a reseller in 2023, you can find deals on items in many places. Located in: Ciudad Autonoma de Buenos Aires, Argentina. How to use your eBay earnings to purchase shipping labels. You do not have to be in a hurry when you receive the item to refund them. ), How This SAHM Made $1,000 In Her First Month Flipping Used Items, How I Quit My Job To Flip Flea Market Stuff Full-Time. The best option for you is to send a Return label, at your expense. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site featuresor losing seller protections. 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. Buyer pays for return postage: . If you use alternative shipping arrangements, the return shipping charges arent included in any eBay Money Back Guarantee refund youll receive. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. 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. Good luck! Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? I go over the item with a fine toothed comb and try to mention and notate anything that may be wrong with the item. Report the buyer when you issue the refund through the eBay returns flow If the returned item is 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. However, it does happen and when it does, I have to deal with it as best as I can. 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. If the seller is responsible for return shipping, its important that they cover the costs. Once you've accepted a return, the buyer should send the item back to you as soon as possible. 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. - edited Sometimes eBay will send the Return Shipping Label and charge him, which is easiest. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. If you have a large stock of different kinds of items, or if your stocks are located at different locations, learn how to set up advanced return rules. It was an auction that I won. 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). Were not perfect and we can make mistakes. That does not mean that you will automatically have to accept a return and refund their money if you get a request. If you're responsible for the return shipping costs, you'll see the price of return shipping, and be able to purchase your label. Tracking lets the seller know the item ison its wayand allowseBay to see the progress of the return in casetheres an issue were asked to help with. So having a returns policy can give you a competitive advantage. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank 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. Being faced with a return request can be very intimidating. Make shipping easy with the eBay Shipping Calculator, Tips on shipping sneakers to the authentication center. If you don't hear back from the seller or can't reach a resolution after at least 3 business days, escalate your case in the Resolution Center so that we can help you. Ebay sides with buyers in not as described claims. Carefully check the returned item before issuing a refund. More shipping tips from your fellow sellers! They sent a photo with the item label-side down and when I asked to flip it over and send the correct photo requested, they said "Darn! If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return.
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