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In the UA, sellers agree to allow eBay to decide all Money Back Guarantee claims, which includes the Not As Described case. "NOTICE: 3D glasses are all different and must have a compatible TV set to work. Take a front, back, side, and inside view of your item. 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. How to handle a return request as a seller | eBay After contacting the seller, it's up to you whether you want eBay to step in. Carefully check the returned item before issuing a refund. Normally the seller sends a return label and refunds upon return of item, provided, one, payment was made by a method that gives buyer protection in eBay and two, the item is returned in same condition as was supplied. Car & Truck Safety & Security Accessories, 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? You can even notate it in your description when you list anything that might be wrong with the item. 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 are scared to start eBay because of the fear of returns, dont be. 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. Learn more about our signature confirmation requirements. eBay's policy today (2016) is that if something isn't as described, the seller pays for return shipping, regardless of any policy claims by the seller in his listing. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. You can chat with other sellers about anything to do with running a business on eBay. 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). nirE troP ,naM fo elsI. where! 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! On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. I have reported the buyers, but I still have all 12 returns counting against me. I try to get them to give me the reason for the return. Is there anything you can do? If you've changed your mind and no longer want to return your item, it's easy to cancel your request. Check the listing in your Purchases - opens in new window or tab to see the seller's full return policy, including how long you have to request a return and any other conditions. 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. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. There are several ways you can send an item back to the seller. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. This is something I have saved as a document and I just copy and paste it into all of my listings. 1) pay all shipping and refund all costs to buyer, or, 2) report the buyer for violating Ebay policy. Select your reason for closing the return from the dropdown, and add details if you want to. 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. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Check out the songs that made the Spotify Packing Playlist! , Stock up now on essential shipping supplies for the holiday season and beyond.. Why was my refund less than the amount I paid? 09:32 AM If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. When I go in to create a listing on eBay, I can choose the option No returns. This is something I make sure I have checked each time I list something on eBay. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Taking photographs will protect you in the event eBay buyer damaged item and wants refund. Couldn't tell you if it helps but it doesn't hurt. Just go to the ResolutionCenter and let us know. We've outlined your response optionsbelow. Read our most popular questions and answers about handling return requests from your buyers. Find the item under Returns and canceled orders. If you're responsible for return shipping. 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 what do you do when a buyer says item not as described? When a buyer opens a Not As Described case, the sellers options are few. You're covered by the eBay Money Back Guarantee if you receive an item that is not as described in the listing. Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. We all agreed to abide by eBays terms and polices as set forth in the User Agreement. Your email address will not be published. If the buyer is responsible, choose your return address from the dropdown menu. However, we're here to help. If the buyer put in a formal return request, you can accept the return, send them a shipping label, and wait for the item to get back to you. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. - edited Did you know that a free refund can increase the conversion rate of your listings by up to 25%*? You can also find more information in our full article below. (MBG). 01-08-2020 Not to do partial returns Since last Fall, a Top Rated Seller does not need proof. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Ebay sides with buyers in not as described claims. Once you request a return, the seller should get back to you within 3 business days. .. in essence. Enter a return merchandise authorization number, if you use them. How to use your eBay earnings to purchase shipping labels. I might add something such as "Please make sure it is the correct Size for your application before ordering, thank you!". The condition of the returned item is important, so repack it carefully. Their listing states they do not accept returns. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Youll receive the return shipping label credit on your monthly invoice. I threw everything away". Say something like: There is a scratch on the back, please see photo #9 for details. 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. 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. Return Claim "Not As Described"? What Do You Do? - eBay View cart for details. Holiday shipping is now in full swing, check out these helpful shipping tips! 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. I pretty much do the same thing every time. Always get info to present to eBay and call them before responding to the buyer to see where they stand with the return. Remorse Return The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it. 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. 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. Returns cannot be closed at the request of a seller. 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. See details. Why didn't you check the size before ordering? What Do You Do? Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. If you know me, you know Im not one of those people. Check out how to file a damage claim with FedEx if your item gets damaged. 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. Select View return details. You'll also be responsible for covering return shipping costs. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. Escalate to eBay if you don't reach a resolution within 3 business days. See our page on, Would you like us to help with an open return request? 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! Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. 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. Select the percent you want to deduct from the refund amount. If it is a lame reason (and sometimes it is! 01:47 PM. The buyer is responsible for return postage costs. Return an item for a refund | eBay Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If the item has been returned to the seller and they haven't given you a refund after 2 business days, you can ask eBay to step in and help. For more information, see our Condition of returned items policy. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. eBay Business Equipment Purchase Protection. Do you have to accept returns to sell on eBay? Heres how to add the tracking information to your return if youre using your own return shipping label: If you're returning an item that has a total cost of $750 or more, you'll need to use a tracked service with signature confirmation. There's no way around losing an Item Not As Described case. If you received an item that is not as described, or didn't receive an item at all, the eBay Money Back Guarantee always protects youeven if the seller does not offer returns. Something went wrong. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. When he sent back the photographs of the damage to the cook top, I could see that the straps he used were not the same as the ones I had shipped it with. This is a good option for low-value items. You do not have to be in a hurry when you receive the item to refund them. Were not perfect and we can make mistakes. Do not give a refund without getting the item back! eBay Buyer Protection for Buyers (oh and that happened b.c ppl would send it back stating wrong size). If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing. resolve problems in the Resolution Center, Find out more about eBay Buyer Protection. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. This is obviously not how I shipped it out and was damaged in shipping. You don't accept returns in your policy, and the buyer changed their mind about a purchase. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. In this case you can: Refund the buyer and get the item back. I have been selling on eBay for 23 years and I do not accept returns and never have. Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" Tip When a buyer opens a return request the funds related to the sale may be put on hold. Solved: How to deal with "Item not as described" returns t - The This is just another reminder to the buyer that the item that they will receive is exactly as it appeared in the listing and photographs and I will not take a return request. If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 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. How To Handle Global Shipping NOT AS DESCRIBED Returns ( Please Read If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. To the OP- the great thing is, you are selling items without much competition, apples to apples. 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. When the seller replies, we'll send you an email with details of the next steps. See our Partial refund guidelines for more details. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. Tip It may only be used to recoup losses when an item is returned used or damaged. To request a return, select the item you want to send back from your recent purchases above, or use the button below. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. 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. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV". After contacting the seller, it's up to you whether you want eBay to step in. SWITZERLAND TO FRANCE 70r RATE ON COVER 1855 | eBay You can always report the buyer later for misusing the MBG. Time to research other selling websites, I guess. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. See ourpartial refund guidelines. If your item hasnt arrived, or isnt as described,let the seller know. You can also open your Returns dashboard and select View return details from beside the item. There is a big reason for this. This makes no sense and should be illegal. If you choose to use your own carrier, we recommend using a tracked service. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. A strong shipping strategy is key for a successful holiday. Often times, they will say something that was clearly stated in my listing. Please read the rules Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . I have maintained a 100% seller rating for years. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. I dont have to pay to get the item back and the person is happy because I resolved their problem. If you bought it over eBay and it isn't right, it's the seller's problem not yours. Still, it wouldn't really matter what you put in the description. Buyer pays for return postage: . Check out our FREE intro Workshop! Something went wrong. NOTICE: 3D glasses are all different and must have a compatible TV set to work. Enter the amount you wish to offer the buyer. We guarantee that you will get the item you ordered or get your money back. Youll need to ship the item back before the date stated in this email. We'll review your case and contact you within 48 hours. 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. No. 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. Ready to start making a good side income from flipping? With this selected, I am giving a clear eBay return policy. With this box checked, I am clearly stating to my buyer that I am not willing to accept a return. Choose the item above to start resolving a return. Adding these each time has saved me many times when buyers have tried to get me to accept a return. Before you can send an item back to the seller, youneed to start a return. 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 seller covers the cost of the return. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. Your email address will not be published. Refund the buyer and get the item back. Now I'm supposed to give a full refund, but it says "once buyer returns the product", so doesn't this mean I won't have to since the can't return it? Read theSeller protections policyto find out how to qualify to issue partial refunds. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. You can't deduct the original shipping cost from any refund amount. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. That is assuming the item is truly Not as Described. There are two categories of return requests from customers: 1. When listing an item, it's important to include your returns address - opens in new window or tab. 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. However, it does happen and when it does, I have to deal with it as best as I can. If you offered free shipping, you'll need to refund the buyer the full amount of the item. If the seller is responsible for the return shipping costs, they'll let you know how they wantthe item to be sent back to them. Copyright 1995-2023 eBay Inc. All Rights Reserved. So here are 10 tips to help avoid eBay returns for items not as described if you do not accept returns. Remaining helpful and polite will definitely help with your return dispute or in the event that the person leaves negative feedback that needs to be removed. 1. I grew up in Central Florida and have lived here my whole life. It is best to have a plan for such shrinkage just as any brick-and-mortar business does. I am a buyer. If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds. No. Make sure you know what you can ship and what you cant to avoid delays and fines. 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 create and turn on return rules, you agree to the eBay Returns Terms. ", Apparently they did research ("By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV"). - edited And this is my fault? Simply print the label on normal paper and tape it to the package. In such cases, the responsibility for the costs of the return is according to the sellers policy. In some cases, we may automatically accept a return request on your behalf. 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. 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. When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons. Depending on your return policy, this may or may not include the original shipping cost. Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. If a buyer falsely claims an item was "not as described," we'll reimburse your return shipping label cost up to $6 per return. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. If youre a reseller in 2023, you can find deals on items in many places. It is in the return interface, as the seller reports a buyer for being a bad buyer.