Returns cannot be closed at the request of a seller. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); Returns for final sale purchases are only eligible for coverage under eBay Money Back Guarantee when: Final sale definitions by product category, Trading Cards - opens in new window or tab, Luxury bags & accessories - opens in new window or tab. 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. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Shopping Cart Integrations ii. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller. I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. See Partial refund guidelines. Extortion is now excusable as long as buyer mails you back anything including a brick. You can't deduct the original shipping cost from any refund amount. 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. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. 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. Im on the phone with eBay seeing what if any options I have. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. Keep in mind that some returns can remain open for up to 35 business days. 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. 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. When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not meet their return requirements: If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or shipping costs. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. 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. Evidence of successful delivery to the authenticator For example, if an item arrived with a minor scratch but the buyer is happy to keep it. This is a good option for low-value items. 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. Best practices for avoiding and handling issues with buyers, Help a buyer with an item they didnt receive, Your options for responding to a return request, asking eBay to step in and help for sellers, choose how you'll arrange for the item to be returned, you provide non-eBay return labels and upload tracking, How to issue a partial refund after the item is returned, Are you a buyer looking to return an item? Tip On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. You'll also be responsible for covering return shipping costs. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. Read our most popular questions and answers about handling return requests from your buyers. Some purchases inspected under Authenticity Guarantee are considered final sale. A dialogue will open as you type your search terms. When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing. a part of. From my experience it does deter some buyers from initiating a return request. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. See our seller protection policy to find out how to qualify to give a partial refund. A few days later I receive a not as described PayPal claim. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help. It does not sound as if you are likely to hear anything more from the seller and that they refunded because the cost of shipping it back was more than they wanted to pay. If you do not accept returns, eBay will force you to accept any item not as described return case even if there really isnt a problem with the item itself. The above applies whether or not a seller accepts returns. 04-18-2022 Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy. I am not a professional seller, I just wanted to get rid of some of my old tech items and thought I could make some of my money back from the original purchase. You can choose to add a message to the buyer. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. You have 8 calendar days to review the return reques t and take action. If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return shipping costs. 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.. In some cases, eBay may automatically accept the return on the seller's behalf. As a buyer, for your transaction to be eligible for eBay Money Back Guarantee: As a seller, for transactions where eBay Money Back Guarantee applies: Eligible payment methods, excluded items, additional exclusions. Please use this in a story so everyone knows. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". Up until fairly recently, eBay would close a case quick if it was clearly a case of buyer's remorse. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. If you offered free shipping, you'll need to refund the buyer the full amount of the item. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. 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 buyer is responsible, choose your return address from the dropdown menu. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" Press question mark to learn the rest of the keyboard shortcuts. In most instances, we will notify buyers and sellers with an, Open duplicate claims using other resolution methods, or, Engage in fraudulent or abusive buying behavior, or, Colluding with a seller to wrongly declare an item's value for customs, Filing a chargeback after receiving a refund, Claiming an item was not received when there is proof of delivery to the address provided on the, Falsely claiming an item was not as described, Opening duplicate cases using other buyer protection programs, Returning an item other than the original item received, Using or damaging an item and then returning it, We may provide buyers and sellers with access to each other's contact information in accordance with our, eBay Money Back Guarantee is not a product warranty, For items shipped through the Global Shipping Program, the program's, In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. Select your carrier and enter the tracking number. What if any recourse do I have in this situation. eBay and PayPal will not even look at video evidence. The buyer requests a return in their My eBay and you'll be notified by email. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. Otherwise you can consider this closed - nothing more for you to do. We'll then ask the buyer to post the item back to you within 10 business days. The authenticator's address will be provided to the seller in the Order details. 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). If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction. I denied the request, now Im pretty much waiting for negative feedback :(. 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. Thank you very much for your help! Select the percent you want to deduct from the refund amount. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. - refund the buyer and let them keep the item (if it's not worth the time and money to process a return) Anyway, I dont accept returns but the buyer requested a return or partial refund. Some have lost thousands. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. This can be useful when the buyer isn't completely satisfied with their purchase. Enter the amount you wish to offer the buyer. This is at the seller's discretion. Add a message to the buyer explaining why the refund wasn't full. Select your reason for the return. To offer a replacement or alternate item: How to give a partial refund when the item is returned in a different condition. 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. Either way this whole fiasco will cost me over $100, plus I'll have to refund the full amount even if he sends me back a box of feces. I'm done with Ebay. Ebay has a 30 day money back guarantee that is available on most all items sold here. This is a good option for low-value items. Buyers can find estimated delivery information in their Purchase history. '&charset='+document.characterSet : '')); Go to your preferred carrier's website and purchase a label. How do people alwats confuse this. Most sellers don't understand this. You are not alone. The return is treated as if the item didn't match the listing. 04-18-2022 04-18-2022 Start a return. Some returns may remain open for up to 35 business days. I've tried sending messages, and all he says is "it doesn't work". 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. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. The buyer claims the item is not compatible with his mobile phone. How is it a benefit? 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. 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. Classic Ebay sneak move. This is a good option for low-value items. Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. It may only be used to recoup losses when an item is returned used or damaged. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. I have an email that I have never seen in my 20 years at eBay. So let me get this straight? - edited Per the seller's return policy in the listing How do I know that he did not damage this item in the 20 plus days that it has been in his possession since purchasing it? No returns cannot protect you if you did not describe the item properly, as eBay's buyer protection kicks in. 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. 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. 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. That decision is for him to be allowed to return it. How to give a partial refund after the item is returned. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. Tip You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. This is the first time I have ever experienced an issue such as this. When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for: If we determine that the item was not successfully delivered or collected: Evidence of successful delivery If you're responsible for return shipping. How to go about returning an item when a seller doesn't accept returns? You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. 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. The item was forwarded as part of an eBay program such as: The buyer used third-party freight forwarding or mail redirection, The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher, The buyer didn't pay applicable customs fees or duties for any other reason, The item was not made available at the selected store, The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame, The item arrived with shipping cost still owing because the seller didn't apply enough postage, The buyer refused delivery for any other reason, The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request. ("free returns" or "buyer pays"). How to accept a return when the buyer changed their mind about a purchase. Once you've accepted a return, the buyer should send the item back to you as soon as possible. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). Answer (1 of 3): Sellers are not required to accept returns. I agree it is very annoying they waited 23 days but they can claim they exhaustible try it to make it work and did not want to give up too fast. A delivery status of "delivered" with a receipt scan by authenticator; The recipient's address, showing the authenticator's address that matches the one found on the, The seller doesn't honor their stated returns policy, The seller doesn't offer returns or the return window stated in the listing has passed, The seller doesn't offer returns or the return window stated in the listing has passed, or, The buyer chooses to send an eligible item to the eBay vault, or, The buyer purchases an item that is currently stored in the eBay vault, The seller doesn't offer returns or the return window stated in the listing has passed, and, Check the seller's stated returns window in the listing, 2 business days after receiving the returned item, The seller's return address should be up to date in their, The seller must pay any applicable customs fees or duties on the returned item, When refunding the buyer, the seller must issue the refund through the return request on eBay, When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer, The buyer must return the item in the same condition in which it was received.