You dont need a special printer or self-adhesive labels when printing return shipping labels. 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. Tip Keep in mind that on eBay, it is seller beware, not buyer beware. If you haven't received your item, or the item is not as described, we'll refund your purchase price plus original shipping on virtually all items. Just go to the ResolutionCenter and let us know. Research your model before purchasing this because there will be no returns for buying the wrong item. Here is a box that was shipped with FedEx. Its very, very important to take photographs for your records both using freight and Fedex and UPS. It covers purchases paid with PayPal and most other electronic payment methods. If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. Once you request a return, the seller should get back to you within 3 business days. Covers your purchase price plus original shipping on virtually all items. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Having an accurate listing description is so important, especially if you are selling used items like I am. Here you can discuss all things shipping with other members. You can go to the Resolution Center and contact the seller. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. In such cases, the responsibility for the costs of the return is according to the sellers policy. This is a good option for low-value items. As long as you offer free returns, buyers can return items on your dime for any reason or no reason at all. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. Make sure the barcode is clear so the carrier can scan it easily. 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). 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. . If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. The criteria for Top Rated Seller is here: Top Rated Seller Program. eBay item number: 295512568921. tnecserC weiV knorC 9. yellikallaB. Well send an email to your Messages - opens in new window or tab with the subject line Send the item back with all the details of your return request. So what happens if your eBay item is not as described? If you bought it over eBay and it isn't right, it's the seller's problem not yours. Give the seller at least 3 business days to resolve the issue, but don't wait longer than 30 days. 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. I don't know what thread or post or member you are talking about, but generally speaking: (1) The seller protection is only available to Top Rated Sellers feedback count does not determine Top Rated Seller. Ebay sides with buyers in not as described claims. There are two categories of return requests from customers: 1. The seller will be required to send you return shipping (a label if he is in Canada, money (usually by Paypal) if he is elsewhere. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Sometimes returning an item may require additional, alternative shipping arrangements, like adding insurance to your package. You can also start a return request from your Purchases in My eBay. 1. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. When youre responsible for return shipping costs and you're using an eBay return label, we deduct the amount from your refund. How you request the return depends on how you bought them. Being faced with a return request can be very intimidating. If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. 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. Buyer pays for return postage: . Ready to start making a good side income from flipping? If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf. Maybe you listed the item with wrong information or you didnt include something in the listing that needed to be included. 2. So what do you do when a buyer says item not as described? You can chat with other sellers about anything to do with running a business on eBay. A dialog will open as you type your search terms. Returns give the buyer the opportunity to return the item if, for example, it doesnt fit or they simply dont like it. I will ask them if they want to keep the item and I will give a partial refund with Paypal for X amount. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. If you havent received an item, we usually refund your money immediately via PayPal. If you select, A label from their preferred carrier:if the seller provides you with a shipping label, theyll send it to you directly, and you can print it from the Here's your return shipping labelemail or message that youll receive in, You can ship using an eBay label, in which case we will deduct the label cost from your refund, You canpurchase a label directly from a carrier of your choice and upload it to the return. This feature may not be used to recoup market losses on items returned in the same conditionor to recoup return shipping and restocking fees. Even though I insure all of my packages through Fedex and eBay and it should be a no brainer, it sometimes can get complicated. After a few emails, I was able to piece it together that he dropped the cooktop when he was getting it off of the truck at his home. We've outlined your response optionsbelow. 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. If your item hasnt arrived, or isnt as described,let the seller know. The dispute is Not As Described. Copyright 1995-2023 eBay Inc. All Rights Reserved. That is assuming the item is truly Not as Described. After contacting the seller, it's up to you whether you want eBay to step in. eBay Money Back Guarantee policy, Welcome to the Selling board! 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. Practical tips for processing and managing your inventory, Tune in to hear sellers Ryan and Alli explain their popular YouTube strategy, Tune in for tax tips for small businesses, Start your small business with a strong plan, Tune in for a sellers experience buying and selling the contents of foreclosed storage units, Check out this eBay Open Keynote and learn more about eBay for Charity. Good luck and sorry you encountered this circumstance. 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. All Rights Reserved. I have reported the buyers, but I still have all 12 returns counting against me. - edited Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. If you received an item that wasnt as described, well typically help you return it to the seller first and then refund you. If you're responsible for return shipping costs and used an eBay label, we'll deduct the cost of the label from your refund. Most of the time if you have an issue with a purchase the seller will be able to solve it for you. But the seller should communicate with you. Buyers may not misuse our returns processes such as requesting a return and then sending a different item back. If you're responsible for return shipping. 01-08-2020 Why was my refund less than the amount I paid? I dont have to pay to get the item back and the person is happy because I resolved their problem. If you've changed your mind about an item you bought or there's something wrong with it, you can request a return. Spread the word, we know how to break the . If you are scared to start eBay because of the fear of returns, dont be. Print an eBay return label Tip Facebook Yard Sale Sites: How To Make $500 THIS Month, How This Professional Chef Made His First $1,000 Flipping Used Items . 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. If return shipping is not payable by seller in accordance with the sellers return policy, return shipping costs are the buyers responsibility. View cart for details. You do not have to be in a hurry when you receive the item to refund them. Copyright 1995-2023 eBay Inc. All Rights Reserved. Some business equipment categories that may be covered by the. 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. If you have your Terms & Conditions laid out clearly, this will ensure your Not as Described, no returns dispute will more than likely go your way. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Someone started a thread just a little while ago (1:30 pst), told by CS that they don't have any 'Proof' that the item was not 'as described'. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. If the seller wont cover the cost, let us know by asking eBay to step in. What do you mean by adding sold as is to your terms and policies? The seller was not accurate and now the seller or ebay wants to give me my money or item. Its to protect myself from the buyer! If you implement these return policy tips to your eBay listings, your return requests will be less and your actual returns will be almost non-existent! If the expected shipping charges cost more than the expected refund or the refund value of a replacement or exchange, an eBay return shipping label wont be available. Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, can increase the conversion rate of your listings by up to 25%*. If using Ebays partial refund policy does not work for you, you will need to follow Ebays return process. Message 3 of 7 latest reply 1 Helpful Well also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. Choose Print label. I also had a listing that was marked as parts only returned as defective? Tracking lets the seller know the item ison its wayand allowseBay to see the progress of the return in casetheres an issue were asked to help with. 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. See details. They do this to me ALL the time, some even state in the return "hey do you sell this (other size) because I'd like to exchange". When being faced with paying return shipping on an item thats not as described, I always give the buyer the option to keep the item with an offer to refund part of their money. In fact, it can be so scary that people dont want to deal with selling on eBay at all because its too nerve racking. If you add these tips in your listings, 9/10 times eBay will side with you in the event you get a request to return an item. 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. Take great pictures! 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. The seller will also pay for return shipping. Sellers accept the majority of the risk when choosing to sell here. Purchase shipping insurance for your items Its well worth the money! You want to have all of your bases covered and be very detailed and specific about anything that could possibly be wrong with your item. 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. If you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing. 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 we're asked to step in tohelp, we'll ask the buyer to return the item to you. The eBay Money Back Guarantee applies to virtually every item on www.ebay.com. 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. How long should I give a seller to fix the problem before I contact eBay? SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. - edited When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. 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 you're unable to resolve the issue within this time, the buyer may ask us to step in and help. If the return request is for Item not as described, I get them to let me know why they think it is not as described. If you don't and buyer has Ebay step in, they could refund the buyer from your Pay Pal account and let them keep the items. Returns happen. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. Offer you a replacement or an exchange Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. Then and only then you give a refund for the item. Something went wrong. We have several policies built into our business model that protect us from having to return items. 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. 2022 Flea Market Flipper. If your case qualifies and is eligible for eBay Buyer Protection, eBay will refund your full purchase price plus original shipping. If you want the items back before refunding, I'd accept the return and send them a shipping label. 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. You also agree to the eBay Money Back Guarantee terms in instances when you don't issue a refund in a timely way for returned items. If a buyer falsely claims an item was not as described, well reimburse your return shipping label cost up to $6 per return. The seller covers the cost of the return. Not to do partial returns Since last Fall, a Top Rated Seller does not need proof. 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. Just remember, if it is not mentioned in the listing, its a potential reason eBay would side with the buyer in an event of an Item Not As Described return request. 1. Still, it wouldn't really matter what you put in the description. But anyway, what I have been known to do is to change condition of new item to New Other, and then add a few crucial details and specifics in the Condition Description box HOPING they MIGHT actually read it. For more details, please see our Condition of returned items policy. Even if the dispute is clearly on their end, it is always best to keep good communication with them and always take the approach that you want to help to resolve the issue. You can also check the progress of your return request at any time. 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. Ninety percent of people will just not think to call them and fight it. You'll receive the return shipping label credit on your monthly invoice. You're eligible for the eBay Money Back Guarantee when you contact the seller within 30 days of actual or estimated delivery date of the item. If you take these 10 tips and add these policies to your listings, you will keep your buyers happy and satisfied and almost all but eliminate returns! 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. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. You can always report the buyer later for misusing the MBG. View cart for details. 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. After 23 years selling on Ebay, I have learned that adding my own Terms & Conditions to my eBay listing is very helpful. When a buyer opens a Not As Described case, the sellers options are few. Its always good to see where eBay stands with the case before you contact the buyer back. Is there anything you can do? Another measure to cover yourself in the rare instance you get a return request. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. What if the seller doesn't offer returns? You can still close it if things are resolved. They claim they are not responsible for damage during shipment, and imply that I lost the part. This will definitely help any return request case that comes your way and a good habit to get into. itemyou can deduct up to 50% We'll remove feedback and defects and we'll take care of any remaining issues with the buyer You'll receive a credit for returns shipping cost when the buyer falsely says the item is not as described. You always want to do your part to keep that communication open and positive with the buyer, even if they are upset and not doing the same with you. I know it won't make you feel better - but there is no way around getting stuck paying the shipping both ways for a Not As Described claim unless you are a top rated seller, regardless of the validity of the claim and what the buyer says in messages separate from the return request. If youre responsible for the return shipping costs, you can choose howto send the itemback to the seller. The listing states that buyers are responsible for researching whether or not the item is compatible with their TV and there is no return for buying a non-compatible item. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation. Decline your return request Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return. Many buyers only make purchases from sellers that offer a returns policy. Adding tracking details to your return helpsprotect against delays or issues in the refund process. What Do You Do? An item is sold that has certain compatibility requirements, let's say, an electronic accessory for a TV. In the rare instance, this can happen. 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!" Your eBay buyer claimed the item was not as described. To the OP- the great thing is, you are selling items without much competition, apples to apples. Honestly, this is one of those lessons I have had to learn the hard way. I have learned that none of my items are shipped without insurance. This makes no sense and should be illegal. If you want to return an item, or if there's a problem with your order, the first step is to let the seller know. It covers purchases paid with PayPal and most other electronic payment methods. and another item where the item returned was not the part I sent. Refund the buyer, the buyer keeps the item. If you havent received your item, or the item is not as described, well refund your purchase price plus original shipping. View cart for details. Sorry it happened to you , but ebay does not care about us sellers. If, after a few days, youre not happy with the sellers resolution, were here to help. The eBay Money Back Guarantee is automatically included with the purchase of virtually every item on eBay.com. Add a message to the buyer explaining why the refund wasn't full. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Most sellers refund as soon as they get the item back. This is obviously not how I shipped it out and was damaged in shipping. You can also find more information in our full article below. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. Covers your purchase price plus original shipping on virtually all items. You pay for return shipping if youre returning the item because you changed your mind, and the sellers return policy states that buyers are responsible for return shipping. 09:32 AM 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. If you know me, you know Im not one of those people. You accept returns in your policy, and the buyer changed their mind about a purchase. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! It is best to have a plan for such shrinkage just as any brick-and-mortar business does. Adding these each time has saved me many times when buyers have tried to get me to accept a return. If all the buyer does is file 'not as described' with no other comment, will be hard to prove it's not a 'not as described', and ebay is not going to 'ask' the buyer 'why they are really returning'. This was one of those times I was pretty happy I had taken photographs while I was packing it. 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. Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. We guarantee that you will get the item you ordered or get your money back. Refund the buyer and get the item back. Today I am going to share with you 10 tips to protect yourself as a seller and decrease your eBay return requests. 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. You can choose to add a message to the buyer. I used to send out many of my items without insurance! 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. However, we're here to help. Escalate to eBay if you don't reach a resolution within 3 business days. Thats the great thing about implementing these tips. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Give a full refund:You'll issue a full refund to the buyer, and they'll keep the item. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. 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. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. I find that if an item sells once, it will again. (oh and that happened b.c ppl would send it back stating wrong size). The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. Accept your return request and offer a full refund You'll return the item in the same condition in which it was received, and the seller will then issue a full refund, including the original shipping cost. Copyright 1995-2023 eBay Inc. All Rights Reserved. Make a point to take action on your listings to avoid unwanted returns. In the few cases where we dont issue full refunds, its usually because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it. There are several ways you can send an item back to the seller. Youll need to ship the item back before the date stated in this email. eBay accepts the word of the TRS when the TRS reports the buyer as abusing the Money Back Guarantee (that is, false INAD/SNAD). As soon as I find out the reason and it was stated in my listing, I will call eBay and see if they will side with me on my no return policy. There are several ways you can send an item back to the seller. We'll automatically close a return request if there's been no activity. Depending on your return policy, this may or may not include the original shipping cost. naM fo elsI. Check out this video to understand how dimensional weight is measured when shipping. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. If the seller is responsible for return shipping, its important that they cover the costs. Help for buyers and sellers. eBay Business Equipment Purchase Protection. 01:47 PM Your item didn't match the listing, or it arrived faulty or damaged. Tune into our last eBay for Business podcast episode of 2022! 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. Carefully check the returned item before issuing a refund. They sent a photo with the item label-side down and when I asked to flip it over and send the correct photo requested, they said "Darn! See Partial refund guidelines. You can't deduct the original shipping cost from any refund amount. Something went wrong. This is a win win for both of us. where! You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. The buyer is responsible for return postage costs. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. This is the plan of action I take with the few requests that I get for a return and 9/10 times, eBay sides with me. I always encourage our members to use those photos! No. You have 3 business days to respond to the request and resolve the buyer's issue. In this case, I have a trackable eBay message from the buyer for the reason and eBay will review those emails and almost 100% will side in my favor. Heres how to print an eBay return shippinglabel: If youre responsible for the return shipping costs, youll see the price of return shipping, and be able to purchase your label. Many eBay sellers accept returns if you've changed your mind. 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. 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, well reimburse your return shipping label cost up to $6 per return. Get in the habit of getting information from your buyer for reasons they are returning. I have no problem refunding the items if returned in the original condition, but feel I should not have to pay to have them returned to me nor should I refund the original shipping (which is true and not inflated).