ebay seller doesn t accept returns

In some cases, your response options may differ. 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. 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. I recently sold a dji osmo mobile on eBay, I specified no returns. See Partial refund guidelines. Copyright 1995-2023 eBay Inc. All Rights Reserved. For more information, see our, Any images added to a return request must be relevant to the return reason and comply with our, When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere, The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and, Signature confirmation, on items with a total cost of $750 or more. 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. 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. Buyer's expect returns. 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. SeePartial refund guidelines. I originally shipped the item via FedEx because it's cheaper for heavier items. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. [CDATA[ var m3_r = Math.floor(Math.random()*99999999999); Cars and other motor vehicles are typically high-value items, so we have some additional guidelines in place to make these transactions go smoothly and to protect our buyers and sellers. If the customer wants to return your item bad enough regardless of the real reason for the return. Unresolved buyer returns can cause sellers . Yes I understand how a snad works. 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. What is defined as damaged, faulty or how it is described can be completely different things to different people. 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). On the next page you'll see the refund amount. It's become so bad that it's the topic of memes and the punchline of jokes. You probably won't win, but if you don't call, the chance of you winning is ZERO. Something went wrong. If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable). Just today I applied for a refund of an item that did not match the seller's description and I was immediately refunded. See Partial refund guidelines. Enter a return merchandise authorization number, if you use them. 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. If I accept it, I can still require a return of the item & always do. If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. Sorry if these are easy answers, I've never done this before! 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. 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. To maintain that trust, we expect all members to treat each other with respect. See our Condition of returned items policy. 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? eBay may step in without the buyer asking if there is no valid tracking information available. Ebay closes in buyers favor and tells me buyer completed the return within guidelines. if (document.mmm_fo) document.write ("&mmm_fo=1"); I have an email that I have never seen in my 20 years at eBay. 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. Returns not accepted is outdated online. if (document.MAX_used != ',') document.write ("&exclude=" + document.MAX_used); This dragged out the process, caused unnecessary stress and confusion. Accept the return:The buyer will send the item back to you for a full refund. You can also use this option if you want to offer to let them exchange the item. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. You can choose whether to accept returns if a buyer changes their mind about a purchase. No support for sellers in these cases. Give your rule a name and then select Save and turn on. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . 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. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); 04-18-2022 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. Refunds and billing for return shipping costs Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. 01:47 PM 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. '&charset='+document.charset : (document.characterSet ? Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund. Some have lost thousands. If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. When the buyer opens a return request we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. eBay's policy simply states, " If it's faulty, damaged, or doesn't match the description, you'll have to accept their return". You've put 'seller' instead of 'buyer' a couple of times in your first paragraph. Tip Also a seller you are always going to have bad buyers here and there, its. If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. You'll also be responsible for covering return shipping costs. Tip But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a 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. But, yes, you get refunded and get to keep the item as well. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Also this makes the process require the buyer send the item back instead of filing a claim. I was not trying to show how it 'benefit a buyer". In the wrong place? 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. The amount he wanted back was pretty much the whole amount once I deducted shipping. I report him immediately and call CSR. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. Offer a partial refund The buyer will receive a partial refund, and they'll keep the item. But I've never heard that automatically happens just because a seller doesn't offer returns. [CDATA[ How to go about returning an item when a seller doesn't accept returns? Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. 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. Now, even clear cases of buyer's remorse are allowed to return. If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. How to give a partial refund after the item is returned. Enter the amount you wish to offer the buyer. 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. 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. You can also open your Returns dashboard and select View return details from beside the case. eBay Money Back Guarantee programs on international eBay sites. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Buyers can always submit a return request, even if your returns policy says you don't accept returns. You can't deduct the original shipping cost from any refund amount. 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. You can see it on the listing if it qualifies. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features, or losing seller protections. If an item is being returned, the seller is responsible for return shipping. @missjen316 wrote: Fit issues are not covered by the MBGs. 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 ourseller protections. For example, you may have opted to automatically accept return requests. Unfortunately eBay return labels only use USPS, so the return cost will definitely be more than 50$. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. I countered with a fair partial refund of about 35-40 percent immediately but he never replied or said another word. 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). 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. Evidence of successful delivery to the authenticator On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. How is it a benefit? Select. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by theeBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns. See Exclusions and special coverage. I am not saying that's what OP was doing, just informational, since they are new to SNADs. Keep in mind that some returns can remain open for up to 35 business days. 2 business days after receiving the returned item. We require all of the following to prove a successful on-time delivery: We strongly recommend purchasing shipping insurance for high value orders. If an item is returned used or damaged, it may be appropriate to give a partial refund. 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 seller claims the item is not compatible with his mobile device. What if any recourse do I have in this situation. 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. Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. 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. When a buyer opens a return request the funds related to the sale may be put on hold. So they can make it sound as the 23 days was trying to help you. 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. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. 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. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. This is a good option for low-value items. The item was shipped and confirmed as delivered. In some cases, we may automatically accept a return request on your behalf. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. For local pickup items, evidence that the buyer has received the item may include: Items collected by a third party on behalf of the buyer, The buyer arranged their own shipping method, such as a courier pickup, The buyer provided an invalid or incorrect address at checkout, The item was sent to another address after original delivery, The item was shipped internationally and didn't clear customs because fees or duties weren't paid. You can choose to add a message to the buyer. Choose the item above to start resolving a return. 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 fixes posts like this one more often than it breaks them. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. I quit selling on EBay for this reason. They want to be like Amazon and just deal with wholesalers that import from overseas or high margin manufacturers that can sustain returns. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. Buyer is asking for a refund because he can't figure out how to use it. You have 3 business days to respond to the request and resolve the buyer's issue. 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. Thank you very much for your help! Once received, you will have 2 business days to review the returned item, accept a buyer's refund request and give the refund, or ask eBay to step in and help. 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. This is a good option for low-value items. The buyer reports that the item hasn't arrived or was not available for collection, The seller responds to the buyer's report. What is even worse is that as a seller I cant even leave him negative feedback to alert other sellers of his actions. Tip When you agree to give the buyer their money back, or once you receive the returned item, you'll need to accept their refund request and give them the refund within 2 business days. We've outlined your response optionsbelow. The seller may exclude original shipping costs from the refund. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. When the buyer reports that they didn't receive an item, we'll look for evidence of successful delivery to this address. If the item is damaged while it's being returned to you, you may qualify to give them a partial refund. 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. Read our most popular questions and answers about handling return requests from your buyers. And we had to let him. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Otherwise you can consider this closed - nothing more for you to do. If the item is returned used or damaged, you may qualify to issue a partial refund. If we're asked to step in to help, we may ask the buyer to return the item to you. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. 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. A Not as Described case does not require you to return the item at your expense. Im on the phone with eBay seeing what if any options I have. eBay may step in without the buyer asking, if the seller didn't respond to the return request. 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. We've outlined yourresponse options below. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. It is possible that they hit the wrong button and did not mean to refund you immediately - but if they do contact you and tell you something like that then just ask them to send you a return shipping label. No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. If an authenticated item is eligible to be returned, the buyer will be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition. Buyer takes blurry 1990s cell phone photo and returns a different item. However, if you do, you'll providea great customer experience thatencouragesthe buyer to purchase from you in the future. As long as your return policy was "no returns"--and I mean, right under the item price where the return policy is, it says "no returns", you don't have to accept the return. 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. As you may already know or will find out after watching this video that it simply doesnt matter. '&charset='+document.characterSet : '')); If we're asked to step in to help, we may ask the buyer to return the item to you. You can also open your Returns dashboard and select View return details from beside the item. Best practices for avoiding and handling issues with buyers, Your options for responding to a return request, Partial refund guidelines where the item is returned used or damaged, choose how you'll arrange for the item to be returned, How to give a partial refund after the item is returned. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. A part or accessory covered by eBay Guaranteed Fit - opens in new window or tab doesn't fit the buyer's vehicle. 01:47 PM. If the purchase is covered by theeBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. document.write ("?zoneid=4"); IMO as a seller its always better to accept returns, as you then have some control. I appreciate it. I'm in the same boat right now, sold a $300 item that cost 50$ to ship, buyer requested return saying "doesn't fit" which doesn't make sense cause it was a Yamaha keyboard. See our seller protection policy to find out how to qualify to give a partial refund. You need to call ebay. eBay Money Back Guarantee applies when: The buyer doesn't receive an item; The item received by the buyer doesn't match the listing, for example: . If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. How to accept a return when the buyer changed their mind about a purchase. 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 Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. A dialogue will open as you type your search terms. 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. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. Answer (1 of 3): Sellers are not required to accept returns. How to issue a partial refund after the item is returned. The only difference between a seller whose policy is No Returns and a seller who accepts returns is who pays for the return shipping. 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). Buyer's expect returns. For a low value item not worth paying return shipping for some sellers will just refund in full. Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option. '&charset='+document.characterSet : '')); Thanks for being honest about this. On our second correspondence the buyer replied, "unfortunately doesn't work for me. As a seller you are better off accepting returns, this way you can state what condition the item needs to be for a full refund. This is something that all eBay seller should know. I'm done with Ebay. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. Both buyers and sellers must meet all applicable return requirements. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. 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. 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 stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. 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. My post was to the OP, not you. Proof of delivery for returned items As you may already know or will find out after watching this . Upload your own label The buyer will send the item back to you for a full refund, including the original postage cost.