Keep in mind that some returns can remain open for up to 35 business days. You have 8 calendar days to review the return reques t and take action. 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. Select your carrier and enter the tracking number. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. In the wrong place? You are not eligible for any fee credits when you deduct from the buyer's refund because they returned the item used or damaged. 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, How to handle a return request as a seller, Video: how eBay return policies work for you, Video: growing your business with returns, Seller Protections are in place for those impacted by winter weather, eBay Motors announces the eBay Guaranteed Fit Program, Seller Protections for the South and Central US, 7 Questions with Stephanie Garcia of MamaBreaks, Seller Protections for shipping delays due to winter storms and flooding, 7 Questions with Gerron Moore of Big Dreams, IRS announces delay in new $600 1099-K tax reporting threshold, Seller Protections are in place for sellers impacted by Winter Storm Elliott, 7 Questions with Camilla and Khang of TheFIResellers, USPS decreased rates for Priority Mail labels effective December 9, 2022, In Celebration of Sellers and Small Business, URGENTjoin our grassroots campaign to raise the new IRS tax reporting threshold, 7 Questions with Alex Carrera of Save A Suit, FedEx Home Delivery Rates Decrease Effective November 8, 2022, Shipping labels update for Authenticity Guarantee-eligible sneakers. Some have lost thousands. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Offer a partial refund The buyer will receive a partial refund, and they'll keep the item. On our second correspondence the buyer replied, "unfortunately doesn't work for me. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. It may only be used to recoup losses when an item is returned used or damaged. Annoying isnt it. But once . That decision is for him to be allowed to return it. and both eBay and Paypal would still side with them. 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. You are not allowed now to dispute a not as described return. For example, you may have opted to automatically accept return requests. See the table below for guidance on issuing a partial refund. 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 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. Read our most popular questions and answers about handling return requests from your buyers. [CDATA[ If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Coverage, eligibility requirements, and exclusions. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. Also this makes the process require the buyer send the item back instead of filing a claim. Create an account to follow your favorite communities and start taking part in conversations. if (document.context) document.write ("&context=" + escape(document.context)); Add a message to the buyer explaining why the refund wasn't full. 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. I've tried sending messages, and all he says is "it doesn't work". I send links containing tutorials and reviews of his exact set up showing that it does work and that there is no compatibility issue. 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? 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. When listing an item, it's important to include your returns address - opens in new window or tab. In some cases, your response options may differ. This is a good option for low-value items. 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. 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. 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. Preventing returns is about more than protecting the seller rating and feedback score. [CDATA[ If the buyer is responsible, choose your return address from the dropdown menu. We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. How to issue a partial refund after the item is returned. am I required to pay for shipping? 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. '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 Claims - [!SiteTitle] Unresolved buyer returns can cause sellers . You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. This is something that all eBay seller should know. Whether or not a seller accepts returns they are always given the option to accept a return when a buyer opens a return request. I also sent the manufacturers specifications which show compatibility. My seller rating on eBay is 100% and I have had an account on eBay since 2009. Buyers can always submit a return request, even if your returns policy says you don't accept returns. The fact is eBay no longer wants small time sellers/flippers, that's a thing of the past. In some cases, we may automatically accept a return request on your behalf. Proof of delivery for returned items The authenticator's address will be provided to the seller in the Order details. There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. Sorry if these are easy answers, I've never done this before! If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. I had a return request today for a shirt brand new with tags and the reason for the return request was does not fit. I was surprised they were even allowed to request a return since I specifically specified returns werent accepted. Answer (1 of 3): Sellers are not required to accept returns. Buyer takes blurry 1990s cell phone photo and returns a different item. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. 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. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. document.write (document.charset ? 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. 01:38 PM If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. Copyright 1995-2023 eBay Inc. All Rights Reserved. The item in question is an electronic stabilizer with moving parts and motors. I.E. Tip You can sue the buyer in small claims court but it may not be worth the effort unless you really want to screw him over. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. 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. Whether you need to accept the return depends on their reason for opening the return. Up until fairly recently, eBay would close a case quick if it was clearly a case of buyer's remorse. Enter the amount you wish to offer the buyer. 04-18-2022 If the seller ignores the return request I know that in some cases ebay will refund on their behalf without requiring a 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. You can either: - accept the return and provide the buyer with a return label. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. Tip When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. Here's how: From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically. Returns should be sent with tracked shipping that can be independently validated. Read our most popular questions and answers about handling return requests from your buyers. For most purchases, buyers are refunded to their original payment method. If the item is damaged while it's being returned to you, you may qualify to give them a partial refund. var m3_r = Math.floor(Math.random()*99999999999); Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. 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. 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). We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts.