So what happens if your eBay item is not as described? There are several ways you can send an item back to the seller. Copyright 1995-2023 eBay Inc. All Rights Reserved. If the item is returned used or damaged, you may qualify to issue a partial refund. Returns happen. Whether you need to accept the return depends on their reason for opening the return. Choose Print label. Here's how you can protect yourself as a buyer: If your item hasn't arrived or isn't as described, contact the seller by opening a case in the Resolution Center. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. They claim they are not responsible for damage during shipment, and imply that I lost the part. 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 you bought it over eBay and it isn't right, it's the seller's problem not yours. Let the seller know how they can help resolve the problem. 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. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Not to do partial returns Check the seller's return policy in the listing to see who is responsible for return shipping costs. This is the plan of action I take with the few requests that I get for a return and 9/10 times, eBay sides with me. This happens more often than not. .. in essence. This can be useful when the buyer isn't completely satisfied with their purchase. Learn more about our signature confirmation requirements. 01-08-2020 You have the option of entering your reason for declining the request, but it will not be visible to the buyer. 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. You won't be able to re-open the request once it's closed. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. 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. You dont need a special printer or self-adhesive labels when printing return shipping labels. You can find more information about our requirements for returns and eligibility for coverage in our eBay Money Back Guarantee policy. How to use your eBay earnings to purchase shipping labels. Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . Here you can discuss all things shipping with other members. 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). So customer buys two items and finds they will not work with their TV and then submits a claim to Ebay that the product "Does Not Work" and it was "Not As Described" and now I'm expected to issue a refund for both the items and shipping costs both ways. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. Within our return policy, we state that return shipping is paid by the buyer. Every single time we have called eBay they mentioned we need to pay for return shipping since the item is not as described. Well send an email to your Messages - opens in new window or tab with the subject line Send the item back with all the details of your return request. 01:47 PM This is a good option for low-value items. Research your model before purchasing this because there will be no returns for buying the wrong item. where! To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. Listen to this weeks podcast to hear sourcing methods from a seller! Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. Offer you a partial refund and let you keep the item This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill say if you ordered the wrong thing by accident. 01-08-2020 You might be asking, Do private sellers have to accept returns? The answer is No. When the seller replies, we'll send you an email with details of the next steps. 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. Refund the buyer, the buyer keeps the item. In some cases, we may automatically accept a return request on your behalf. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Select View return details. 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. 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. We've outlined your response optionsbelow. 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. 07-05-2020 I am a buyer. 01:47 PM. Once you've accepted a return, the buyer should send the item back to you as soon as possible. However, it does happen and when it does, I have to deal with it as best as I can. 2. This may sound like overkill to you, but stay with me while I explain! So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. If you want to start your own business, the reseller business model can be a great place to start. Just go to the ResolutionCenter and let us know. Fedex and UPS are very hard on items and 1/10 of my items I ship is damaged with shipping. As a Top Rated Seller, you now have protection against false "Item Not as Described" claims, including a modest return shipping credit and protection on your service metrics: If you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. The seller covers the cost of the return. Spread the word, we know how to break the . When the seller accepts your return request, youll either receive a return shipping label from eBay or the seller, or youll be asked to purchase a label directly from a carrier. If the seller wont cover the cost, let us know by asking eBay to step in. 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. 1. See the table below for guidance on issuing a partial refund. Sellers want to maintain their reputations, so theyre happy to resolve issues quickly. After refunding a couple buyers for items that were damaged and not insured, I learned pretty quickly that the extra few dollars in insurance was well worth it. ), you will have it in the messages with Ebay and they will honor your no return policy with proof through eBay messages. 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. For more information about who pays for return shipping and how to send the item back, see return shipping for buyers. 3. eBay will review your case and get back to you within 48 hours. Does the tracking number show it was delivered? This is something I have saved as a document and I just copy and paste it into all of my listings. We guarantee that you will get the item you ordered or get your money back. So having a returns policy can give you a competitive advantage. Offer you a partial refund and let you keep the item This can be a good compromise when you're not completely satisfied with your purchase for example, if it arrived with a minor scratch but you're happy to keep it. I sent him a message apologizing and requesting more information and photographs of the damage. Tip You can wait, inspect the item, and make sure that it is in the same shape as when you sent it. 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. Here is a box that was shipped with FedEx. Escalate to eBay if you don't reach a resolution within 3 business days. For more information, see our Condition of returned items policy. Select your reason for the return and enter a comment about why you're returning it. naM fo elsI. I threw everything away". For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. I used to send out many of my items without insurance! 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! 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. Print an eBay return label Tip Say something like: There is a scratch on the back, please see photo #9 for details. 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. Honestly, this is one of those lessons I have had to learn the hard way. Most sellers refund as soon as they get the item back. The seller was not accurate and now the seller or ebay wants to give me my money or item. 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. It covers purchases paid with PayPal and most other electronic payment methods. You can chat with other sellers about anything to do with running a business on eBay. With this selected, I am giving a clear eBay return policy. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. Refunds go back to your original payment method and are typically available within 3-5 business days. If the buyer is responsible, choose your return address from the dropdown menu. In some cases, your response options may differ. If the seller is responsible for return shipping, its important that they cover the costs. No. Too many of those and their returns ability will be hindered. After contacting the seller, it's up to you whether you want eBay to step in. Something went wrong. I cant make the buyer read it! Some business equipment categories that may be covered by the. 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. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. The unofficial eBay subreddit. View cart for details. 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. If you want the items back before refunding, I'd accept the return and send them a shipping label. When you create and turn on return rules, you agree to the eBay Returns Terms. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Always, always be nice! 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. Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. 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The condition of the returned item is important, so repack it carefully. Holiday shipping is now in full swing, check out these helpful shipping tips! You believe that it was exactly as described. It will also help you with Ebay if you should get a return request and they see that this was in three different places in your listing. This is a good option for low-value items. I pretty much do the same thing every time. What if an eBay buyer damaged an item and wants a refund? Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. eBay Exporter of the Year was a great success! The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. This will definitely help any return request case that comes your way and a good habit to get into. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. 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, Increase sales with eBay's Global Shipping Program, Check out this video to understand how dimensional weight is measured when shipping. If you offered free shipping, you'll need to refund the buyer the full amount of the item. Tip The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. nirE troP ,naM fo elsI. View cart for details. You are describing the old rules the rules changed a few months ago. 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. 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. Select the percent you want to deduct from the refund amount. Return Claim "Not As Described"? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. When being faced with paying return shipping on an item thats not as described, I always give the buyer the option to keep the item with an offer to refund part of their money. You might be asking, "Do private sellers have to accept returns?" The answer is No. 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). However the seller is claiming it was in excellent condition prior to shipping and they will refuse any returns. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. 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. To request a return, select the item you want to send back from your recent purchases above, or use the button below. If they say they will side with you, you will be able to relay that information to the buyer that it was clear in the listing and that you will not be accepting the return for that reason. Need an update on an open return request? Tip Enter a return merchandise authorization number, if you use them. 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. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. 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. 2. 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. However, we're here to help. Please read the rules In the rare instance, this can happen. 01-08-2020 Another sale previously had the buyer claim an item was defective when I know it was not. 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. After making an accurate listing with good pictures, I try to add in the words Sold as is, no returns to my listings. Never received the item and i contacted ebay and seller and no response. 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. eBay will always side with the buyer of a damaged item. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Anytime you use an eBay return shipping label, returns are shipped by either USPS First-Class or Priority Mail, depending on the items cost, package weight, and delivery time. 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. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. 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. 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. 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. 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. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". If you havent received an item, we usually refund your money immediately via PayPal. 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. I have details about my terms with shipping, returns, freight shipping, and refunds. I have no problem refunding the items if returned in the original condition, but feel I should not have to pay to have them returned to me nor should I refund the original shipping (which is true and not inflated). Youll need to ship the item back before the date stated in this email. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. My second reason for taking photographs of the items I ship? Some of these are valid, but over half are due to user error or not understanding what they are buying (parts meant for 220V used in 110V systems is a common theme). Buyer Protection steps Here's how you can protect yourself as a buyer: Open a case Since last Fall, a Top Rated Seller does not need proof. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. When I have photographs of how I shipped my item, I will have those as proof. Is there anything you can do? If you take these 10 tips and add these policies to your listings, you will keep your buyers happy and satisfied and almost all but eliminate returns! You know its interesting that the post I read before yours says 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. 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. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. 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. Open a case and try to work things out with the seller. I have reported the buyers, but I still have all 12 returns counting against me. Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. More shipping tips from your fellow sellers! Ebay sides with buyers in not as described claims. Another measure to cover yourself in the rare instance you get a return request. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. That is assuming the item is truly Not as Described. You can always report the buyer later for misusing the MBG. There are two categories of return requests from customers: 1. The dispute is Not As Described. 1. Some returns may remain open for up to 35 business days. Tune into our last eBay for Business podcast episode of 2022! Send you a message The seller may ask you for some more details about your return request. I have learned that none of my items are shipped without insurance. 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 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. Research your model before purchasing this because there will be no returns for buying the wrong item. Message 3 of 7 latest reply 1 Helpful If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. The only categories excluded are: It does not apply to websites other than www.ebay.com like eBay Wholesale Deals. Regardless of the outcome, will the buyer be able to leave negative feedback? You can't deduct the original shipping cost from any refund amount. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. If, after a few days, youre not happy with the sellers resolution, were here to help. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. Welcome to the Shipping board! You can also find more information in our full article below. Its to protect myself from the buyer! After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. The carrier will then go and pick up the damaged item and do its own investigation of the damage. If the expected shipping charges cost more than the expected refund or the refund value of a replacement or exchange, an eBay return shipping label wont be available.