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. 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". How long should I give a seller to fix the problem before I contact eBay? Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute. Take good photos with good lighting from every angle. Print an eBay return label Tip This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. I pretty much do the same thing every time. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. 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. If it is a lame reason (and sometimes it is! 09:33 AM, @orangehoundIf you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. 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! itemyou can deduct up to 50% We'll remove feedback and defects and we'll take care of any remaining issues with the buyer You'll receive a credit for returns shipping cost when the buyer falsely says the item is not as described. Your eBay buyer claimed the item was not as described. Tip In this case, I just try to do damage control. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. 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. How to deal with "Item not as described" returns that are not valid. I always encourage our members to use those photos! Received a damaged item with a missing part. Your email address will not be published. Learn more about our Condition of returns policy. See Partial refund guidelines. 11:34 AM If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. Copyright 1995-2023 eBay Inc. All Rights Reserved. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The seller covers the cost of the return. 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. Once you've accepted a return, the buyer should send the item back to you as soon as possible. (2) One does not activate this seller protection by calling customer service. Do I need to pay extra for the eBay Money Back Guarantee? Returns give the buyer the opportunity to return the item if, for example, it doesnt fit or they simply dont like it. Select View return details. Were not perfect and we can make mistakes. Delivery: Estimated between Wed, 22 Mar and Thu, 6 Apr to 98837. 2. I have learned that none of my items are shipped without insurance. Let the seller know how they can help resolve the problem. Learn more about our Condition of returns policy. The eBay Money Back Guarantee is not a product warranty. When you create and turn on return rules, you agree to the eBay Returns Terms. 17 votes, 21 comments. Find the item under Returns and canceled orders. This was one of those times I was pretty happy I had taken photographs while I was packing it. 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. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Send a message to the customer to solve the problem. 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. EBay always checks these messages and they want to see that you did everything you could to resolve the buyers issue. This makes no sense and should be illegal. 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. When you start selling on Ebay, decide if you are willing to take returns at all. You know its interesting that the post I read before yours says It is best to have a plan for such shrinkage just as any brick-and-mortar business does. If we don't see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. 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). Most eBay transactions go off without a hitch, and most sellers are quick to resolve any problems. You can always report the buyer later for misusing the MBG. Tip A strong shipping strategy is key for a successful holiday. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. If they are rude or threatening to you, do not retaliate. 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. You don't accept returns in your policy, and the buyer changed their mind about a purchase. eBay Money Back Guarantee policy, Welcome to the Selling board! I find that if an item sells once, it will again. If you are scared to start eBay because of the fear of returns, dont be. View cart for details. We'll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. 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. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. Do not give a refund without getting the item back! No. Return Claim "Not As Described"? Today I am going to share with you 10 tips to protect yourself as a seller and decrease your eBay return requests. 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. Most sellers will quickly help you, but if you are not happy after a few days you can easily refer the case to eBay. Still, it wouldn't really matter what you put in the description. Ninety percent of people will just not think to call them and fight it. No. As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. Read our most popular questions and answers about handling return requests from your buyers. Copyright 1995-2023 eBay Inc. All Rights Reserved. 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. Heres how to print an eBay return shippinglabel: If youre responsible for the return shipping costs, youll 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. Your item didn't match the listing, or it arrived faulty or damaged. If you offered free shipping, you'll need to refund the buyer the full amount of the item. 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, Reminder: Spring Seller Check-In is tomorrow, Tune in to part two of our series on listing myths, Check out this weeks podcast episode and learn how to handle angry customers, Maximize your eBay sales over Februarys biggest holidays. I used to send out many of my items without insurance! 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. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. . Ready to start making a good side income from flipping? What does the eBay Money Back Guarantee cover? I grew up in Central Florida and have lived here my whole life. 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. What if the seller doesn't offer returns? Open a case and try to work things out with the seller. nirE troP ,naM fo elsI. Seller with 11000 feedback. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. My second reason for taking photographs of the items I ship? Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, can increase the conversion rate of your listings by up to 25%*. Not to do partial returns 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. Tip Its very, very important to take photographs for your records both using freight and Fedex and UPS. 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. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches or defects. If the buyer is responsible, choose your return address from the dropdown menu. The carrier will then go and pick up the damaged item and do its own investigation of the damage. 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. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. 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. 11:35 AM. I will ask them if they want to keep the item and I will give a partial refund with Paypal for X amount. What does the eBay Money Back Guarantee cover? Someone started a thread just a little while ago (1:30 pst), told by CS that they don't have any 'Proof' that the item was not '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. 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. There's no way around losing an Item Not As Described case. 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. This will help make you a top seller and keep money in your pocket! If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. 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. Please read the rules I threw everything away". View cart for details. Only if you have proof that the seller is lying (a conflicting message from buyer etc.) 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 have been selling on eBay for 23 years and I do not accept returns and never have. This is obviously not how I shipped it out and was damaged in shipping. Youll receive the return shipping label credit on your monthly invoice. I also had a listing that was marked as parts only returned as defective? Sellers talk about the importance that choosing the right shipping service, Oh, Ship! 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. I am a buyer. Ebay sides with buyers in not as described claims. Sorry it happened to you , but ebay does not care about us sellers. Help for buyers and sellers. We have several policies built into our business model that protect us from having to return items. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. I try to get them to give me the reason for the return. Once you request a return, the seller should get back to you within 3 business days. 01-08-2020 You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. If the item is still working and the not as described problem is small, the person may want to keep the item and accept the partial refund. 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. 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. Let me say this, It shouldnt be. Its very rare for us to have to accept a return. 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. If all the buyer does is file 'not as described' with no other comment, will be hard to prove it's not a 'not as described', and ebay is not going to 'ask' the buyer 'why they are really returning'. This doesnt happen often, but it has happened! Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Something went wrong. 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! 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. 2022 Flea Market Flipper. My desire is that they get more than they are expecting! 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. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. I first contact the buyer and find out what is wrong with the item. Read the complete details about the eBay Money Back Guarantee. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Shipping has definitely been delayed with everything going on. Most sellers refund as soon as they get the item back. See our page on. Tip Wondering how the new IRS reporting thresholds for Form 1099-K apply to you? However the seller is claiming it was in excellent condition prior to shipping and they will refuse any returns. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. If you've changed your mind and no longer want to return your item, it's easy to cancel your request. With this selected, I am giving a clear eBay return policy. To request a return, select the item you want to send back from your recent purchases above, or use the button below. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. 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). 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. Good luck and sorry you encountered this circumstance. I don't like to report people but feel I have no option here and the buyer really has violated policy by claiming the items were not as described and defective. 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. More shipping tips from your fellow sellers! To the OP- the great thing is, you are selling items without much competition, apples to apples. There are two categories of return requests from customers: 1. 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. Your email address will not be published. Some returns may remain open for up to 35 business days. It may only be used to recoup losses when an item is returned used or damaged. Having an accurate listing description is so important, especially if you are selling used items like I am. Often times, they will say something that was clearly stated in my listing.