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 . New comments cannot be posted and votes cannot be cast, The unofficial eBay subreddit. Buyers can find estimated delivery information in their Purchase history. Yes I understand how a snad works. Our video below also shows the steps you can take to offer a partial refund on eBay. Your reply explains just the opposite. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. The seller doesn't accept returns, so now I'm confused as to whether or not I need to return the item and how to go about doing so. To offer a replacement or alternate item: How to give a partial refund when the item is returned in a different condition. eBay Money Back Guarantee covers most transactions on eBay. Carefully check the returned item before issuing a refund. Ebay siding with buyers 99% of the time will eventually be the death of them, I guarantee it. Most sellers don't understand this. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Copyright 1995-2023 eBay Inc. All Rights Reserved. Anyway, I dont accept returns but the buyer requested a return or partial refund. New comments cannot be posted and votes cannot be cast. This is a good option for low-value items. document.write ("'><\/scr"+"ipt>"); When you receive an item that does not match the description or arrives broken the money back guarantee overrides any return policy the seller may have. You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. If it has been less than 3o days since delivery, go to the Resolution Centre at the bottom of most eBay pages. Trading Cards have a more limited return window. To maintain that trust, we expect all members to treat each other with respect. I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. The buyer claims the item is not compatible with his mobile phone. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) See Partial refund guidelines. Ebay has a 30 day money back guarantee that is available on most all items sold here. a part of. Annoying isnt it. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. if (!document.MAX_used) document.MAX_used = ','; Enter a Return Merchandise Authorization number, if you use them. Extortion is now excusable as long as buyer mails you back anything including a brick. I received two return requests this evening. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. You can choose whether to accept returns if a buyer changes their mind about a purchase. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. 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. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. Tip Please read the rules - https://old.reddit.com/r/Ebay/about/rules/, Press J to jump to the feed. But once . document.write ('&cb=' + m3_r); the seller life. Both buyers and sellers must meet all applicable return requirements. Per the seller's return policy in the listing We described it as having a crack up top, the photos show it with a crack up top, and the buyer asked to return it because it has a crack up top. document.write ("?zoneid=2"); Ebay closes in buyers favor and tells me buyer completed the return within guidelines. Sorry if these are easy answers, I've never done this before! Attach the label from your desktop or mobile device. 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. A few days later I receive a not as described PayPal claim. 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. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. However, sellers cannot refuse REFUNDS. How to accept a return when the buyer changed their mind about a purchase. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. Tip 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. Returns not accepted is outdated online. To start a return, select the item you want to send back from your recent purchases above, or follow the steps below: and select Return this item. If the buyer is responsible, choose your return address from the dropdown menu. Buying on eBay is literally a licence to steal.. Ebay now excuses partial refund extortions by buyers. and both eBay and Paypal would still side with them. I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. document.write ("?zoneid=4"); 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. 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). I was pointing out to OP, that no returns is a valid return policy on Ebay, which many sellers have & as long as their item is truly SNAD, it's acceptable to file a SNAD, but that it is not acceptable as an end-run around the policy, b/c they don't like the color, fit, etc. Some purchases inspected under Authenticity Guarantee are considered final sale. And frankly, I'm 100% okay with that. Start a return. I've tried sending messages, and all he says is "it doesn't work". Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. Withdrawals may be covered separately by the eBay vault. We've outlined yourresponse options below. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. 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). If the customer wants to return your item bad enough regardless of the real reason for the return. Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. 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. 04-18-2022 Once the seller has accepted the return, or 3 business days after the request date, 21 business days after the request date, if the seller never responded, 10 business days after the refund deadline has passed, if the seller is issuing a refund, Evidence that the buyer and seller have each met their, Whether the seller breached eBay policies when listing the item, Whether the item can be shipped back to the seller, The seller will be required to reimburse eBay for the amount of the refund, and, The buyer may not be required to return the item, If the seller doesn't offer returns, the buyer must request a return no later than 3 calendar days after the, If the seller offers returns, the buyer must request a return within the seller's stated return window, The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use, The buyer must request a return but may not be required to ship the item back to the seller. You need to call ebay. Also this makes the process require the buyer send the item back instead of filing a claim. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. You are the seller. eBay may step in without the buyer asking if there is no valid tracking information available. Additionally, you can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. On the next page you'll see the refund amount. For more information about buying and selling internationally, please see our policies on International selling and International trading. Whether you need to accept the return depends on their reason for opening the return. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. It may only be used to recoup losses when an item is returned used or damaged. The seller sent the wrong item, or I report him immediately and call CSR. 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. If asked to step in tohelp, we may ask the buyer to return the item to you if any of the following apply: If we're asked to step in and help, you will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. This can be useful when the buyer isn't completely satisfied with their purchase. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. Enter a return merchandise authorization number, if you use them. See Partial refund guidelines. From my experience it does deter some buyers from initiating a return request. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. 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. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". 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. If an authenticated item is eligible to be returned, the buyer will be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. 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. On the next page you'll see the refund amount. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. As you may already know or will find out after watching this . Im on the phone with eBay seeing what if any options I have. Big surprise there. I waited a week and called eBay to close the request as obviously the buyer is ignoring it and my money is on hold and was told that they would step in and make a decision. Otherwise you can consider this closed - nothing more for you to do. If the seller (even one with a No Returns policy) demands a return, he does not have to refund until the disputed item is returned, although he may be required to pay for that return. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. This is a good option for low-value items. In some cases, eBay may automatically accept the return on the seller's behalf. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Select. Items that display the Authenticity Guarantee - opens in new window or tab badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. var m3_u = (location.protocol=='https:'? You can't deduct the original shipping cost from any refund amount. When listing an item, it's important to include your returns address - opens in new window or tab. Customer satisfaction is equally as vital to preserving a seller's performance status, which eBay keeps a close tab on. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); eBay Seller Told She Must Accept Returns for SNAD : by: Silver Ice King : Thu Aug 5 22:41:10 2021: Pace hit it right on the nose. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Select your carrier and enter the tracking number. 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 buyer is responsible for return shipping, the return shipping cost won't be included in the refund. 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.. As long as your return policy was "no returns"--and I mean, right under the item price where the return policy is, it says "no returns", you don't have to accept the return. 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. When a buyer opens a return request the funds related to the sale may be put on hold. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. 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. So let me get this straight? As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. Returns cannot be closed at the request of a seller. Please use this in a story so everyone knows. I'm done with Ebay. Depending on your return policy, this may or may not include the original shipping cost. Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. Instead, I lost money and I got hosed over and over again because EBay doesnt back up the seller. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. I originally shipped the item via FedEx because it's cheaper for heavier items. if (document.mmm_fo) document.write ("&mmm_fo=1"); 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. The seller may exclude original shipping costs from the refund. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. If we're asked to step in and help, we may ask the buyer to return the item to you. See the table below for guidance on issuing a partial refund. If I accept it, I can still require a return of the item & always do. Thank you very much for your help! Up until fairly recently, eBay would close a case quick if it was clearly a case of buyer's remorse. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. When the buyer opens a return request we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. You can also open your Returns dashboard and select View return details from beside the case. Give your rule a name and then select Save and turn on. 01:47 PM Cars and other motor vehicles are typically high-value items, so we have some additional guidelines in place to make these transactions go smoothly and to protect our buyers and sellers. Returns should be sent with tracked shipping that can be independently validated. 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. You can also use this option if you want to offer to let them exchange the 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 our seller protections. 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. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. 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. In the wrong place? 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. See our seller protection policy to find out how to qualify to give a partial refund. This is a good option for low-value items. 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. The authenticator's address will be provided to the seller in the Order details. eBay closes the case. There's very little you can do, I've sold items as 'for parts or not working' before and had them returned after the buyer had failed a repair and made the item unrepairable. I denied the request, now Im pretty much waiting for negative feedback :(. FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. When you open a return request because the item did not match the description the seller has the option of accepting your return and sending you a label OR of refunding you right away and not requiring a return. If we're asked to step in to help, we may ask the buyer to return the item to you. The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" Just a heads up that you might want to to edit it for clarity. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. Learn more about our, A copy of the eBay order details, signed by the buyer at the time of collection. If asked to step in and help, we may ask the buyer to return the item to you if any of the following apply: If we're asked to step in and help, you will no longer be able to issuea refundeven if you qualify to give partial refunds under our seller protections. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. Who is looking out for us ? 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. Welcome to the Returns board! All items included in the original package, Factory or vacuum seal must not be broken/opened (if applicable), Original tags included & attached (where applicable), Must include provided certificates of authenticity, grading or appraisal, Factory or vacuum seal is broken/opened but the item is still in its original condition, Item has been registered or user has not logged out of the device's account, and cannot easily be set back to factory settings, Significant signs of wear, or significantly different than how it was shipped to the buyer, Item is damaged, scratched, defective, or requires service or repair, Missing provided certificates of authenticity, grading or appraisal, Opened items that cannot be resold (perishables, liquor, makeup), Sold multiple items but the buyer didn't return all of them, We can't determine that the item received by the buyer matches the listing description, You offer returns and your stated return window applies. The itemwas collected by a third party on behalf of the buyer, Withdrawal of the items in your Collection when stored in the eBay vault. 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. If you're responsible for return shipping. You can choose whether to accept returns if a buyer changes their mind about a purchase. document.write ("'><\/scr"+"ipt>"); 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 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. Slow but it beats the stress and aggravations. I am not saying that's what OP was doing, just informational, since they are new to SNADs. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. It fixes posts like this one more often than it breaks them. 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. Many posts in here from sellers about this. Keep in mind that some returns can remain open for up to 35 business days. Shopping Cart Integrations ii. We'll then ask the buyer to post the item back to you within 10 business days. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. No returns cannot protect you if you did not describe the item properly, as eBay's buyer protection kicks in. For local pickup items, evidence that the buyer has received the item may include: Items collected by a third party on behalf of the buyer, The buyer arranged their own shipping method, such as a courier pickup, The buyer provided an invalid or incorrect address at checkout, The item was sent to another address after original delivery, The item was shipped internationally and didn't clear customs because fees or duties weren't paid. eBay Money Back Guarantee programs on international eBay sites. 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. Tip But we don't get back the cost of shipping originally eBay has made big strides in treating buyers fairly in recent years, at least compared to where they were around the start of the decade, but this decision is among the worst. We've outlined your response optionsbelow. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); Some have lost thousands. Fill in the total refund amount (s) and the return reasons. If we're asked to step in to help, we may ask the buyer to return the item to you. I have a chrome plugin that replaces buyer with seller and seller with buyer. document.write (document.charset ? How to issue a partial refund after the item is returned. Answer (1 of 3): Sellers are not required to accept returns. eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. I feel that I am being totally screwed. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy.
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