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. 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. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Select your carrier and enter the tracking number. Should I wait for the seller to contact me? This is a good option for low-value items. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. If it has been less than 3o days since delivery, go to the Resolution Centre at the bottom of most eBay pages. This is a good option for low-value items. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". Evidence of successful delivery to the authenticator In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item. For example, you may haveopted to automatically accept return requests. The seller sent the wrong item, or If the item is returned used or damaged, you may qualify to give the buyer a partial refund. 2 business days after receiving the returned item. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. We'll then ask the buyer to post the item back to you within 10 business days. Return shipping costs will be charged to the seller separately if: The seller authorized the buyer to use an eBay return label, or, eBay provided a return label to the buyer on the seller's behalf. Ebay siding with buyers 99% of the time will eventually be the death of them, I guarantee it. I also sent the manufacturers specifications which show compatibility. Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. 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 No returns sellers can't "refuse" a SNAD. Yes I understand how a snad works. if (document.context) document.write ("&context=" + escape(document.context)); Need to report a problem or not sure about the next steps? Just a heads up that you might want to to edit it for clarity. On our second correspondence the buyer replied, "unfortunately doesn't work for me. 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. Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they: A buyer may not seek resolution for the same transaction under more than one buyer protection program. 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. //]]>-->, For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". In some cases, we may automatically accept a return request on your behalf. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. 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. 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. See Exclusions and special coverage. To do this, go to the case in your Returns dashboard- opens in new window or tab and choose Refund buyer. Who is looking out for us ? 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. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. [CDATA[ There are strong indicators that the item is counterfeit, The item arrived after the latest estimated delivery date. In some cases, your response options may differ. If we're asked to step in to help, we may ask the buyer to return the item to you. If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf. Thanks for being honest about this. In some cases, eBay may automatically accept the return on the seller's behalf. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. The only difference between a seller whose policy is No Returns and a seller who accepts returns is who pays for the return shipping. 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. But, yes, you get refunded and get to keep the item as well. document.write ("'><\/scr"+"ipt>"); Select your reason for the return. As you may already know or will find out after watching this video that it simply doesnt matter. eBay may step in without the buyer asking if the seller didn't respond to the return request. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. Read theSeller protections policyto find out how to qualify to issue partial refunds. When listing an item, it's important to include your returns address - opens in new window or tab. You can see it on the listing if it qualifies. This is at the seller's discretion. var m3_r = Math.floor(Math.random()*99999999999); 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. 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. Select. Its visible in my pictures even though I didnt see it nor did the buyer. 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. 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. Whether you're a buyer or a seller, check here to get started: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Returns related questions? This is a good option for low-value items. I received two return requests this evening. For more information about buying and selling internationally, please see our policies on International selling and International trading. You can't deduct the original shipping cost from any refund amount. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. 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. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. Also this makes the process require the buyer send the item back instead of filing a claim. I've tried sending messages, and all he says is "it doesn't work". eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. We require all of the following to prove a successful return delivery: If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive. am I required to pay for shipping? A dialogue will open as you type your search terms. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); 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. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. All you had to do was call eBay and it was done. The above applies whether or not a seller accepts returns. Save the label to your desktop or mobile device. 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. '&charset='+document.charset : (document.characterSet ? This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Upload your own label The buyer will send the item back to you for a full refund, including the original postage cost. 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? The seller claims the item is not compatible with his mobile device. 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 item is returned used or damaged, you may qualify to give the buyer a partial refund. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. 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 . Choose the item above to start resolving a return. Give a full refund:You'll issue a full refund to the buyer, and they'll keep 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. 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. 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. The seller is required to respond and honor their returns policy. It's really gotten to the point of embarrassing on their part and they don't even realize it (or just don't care). FYI eBay removed the option to exclude buyers below a certain feedback level in the sellers option panel. I'm done with Ebay. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns. A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered); The date of delivery or attempted delivery; The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the, Signature confirmation, on orders with a total cost of $750 or more. eBay may hold the return request open for up to 35 business days after the date the return was accepted. 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. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. How do people alwats confuse this. 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. 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. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. 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. When a seller opts to 'not accept returns' it can be a benefit to buyers. You can see it on the listing if it qualifies. Shopping Cart Integrations ii. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); 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. Ebay has a 30 day money back guarantee that is available on most all items sold here. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. Tip eBay and PayPal will not even look at video evidence. 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. When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following: If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing. You can choose whether to accept returns if a buyer changes their mind about a purchase. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. Read our most popular questions and answers about handling return requests from your buyers.