Buyer is asking for a refund because he can't figure out how to use it. Press question mark to learn the rest of the keyboard shortcuts. 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. I recently sold a dji osmo mobile on eBay, I specified no returns. If I accept it, I can still require a return of the item & always do. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. Once you've accepted a return, the buyer should send the item back to you as soon as possible. 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. Otherwise you can consider this closed - nothing more for you to do. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. Sellers are required to deliver the item as it was described in the listing. 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). You are the seller. Something went wrong. 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 . Many sellers have a no returns policy, which is perfectly VALID on Ebay, b/c their category gets a lot of returns for fit, changed mind, didn't like the color, etc. The seller is required to respond and provide either tracking information, delivery updates, or a refund. No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. Depending on your return policy, this may or may not include the original shipping cost. Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. If an item is being returned, the seller is responsible for return shipping. Give a full refund The buyer will receive a full refund, and they'll keep the item. The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later. Just went through it over here: Buyer bought a working Nintendo 64 in a beat up case. SeePartial refund guidelines. 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. The only saving grace was eBay allowing us to call back after the fact and get our return label refunded. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. For example, you may haveopted to automatically accept return requests. First his reason for the return was, "Item not working" and now it has changed to"Item not as described". Buying on eBay is literally a licence to steal.. Ebay now excuses partial refund extortions by buyers. Now, even clear cases of buyer's remorse are allowed to return. 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. document.write ("?zoneid=4"); Add a message to the buyer explaining why the refund wasn't full. Buyers can find estimated delivery information in their Purchase history. '&charset='+document.characterSet : '')); 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. For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. The latest date for the buyer to report that the item hasn't arrived is 30 calendar days after the latest estimated delivery date or 7 calendar days after the event date, whichever is later. If it has been less than 3o days since delivery, go to the Resolution Centre at the bottom of most eBay pages. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return however, where possible we always suggest providing a great customer experience. I recently sold a specialized software development board (you need to know what you are doing to use it - not for common folk). if (document.referrer) document.write ("&referer=" + escape(document.referrer)); 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. Copyright 1995-2023 eBay Inc. All Rights Reserved. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. You have 3 business days to respond to the request and resolve the buyer's issue. We'll then ask the buyer to post the item back to you within 10 business days. Tip Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. 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. 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: . Yes I understand how a snad works. var m3_r = Math.floor(Math.random()*99999999999); var m3_u = (location.protocol=='https:'? Eligible for coverage, when paid via eBay checkout: Additional exclusions and special coverage, including items with limited coverage. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. Also a seller you are always going to have bad buyers here and there, its. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. am I required to pay for shipping? This is a good option for low-value items. 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. I feel that I am being totally screwed. 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. No returns cannot protect you if you did not describe the item properly, as eBay's buyer protection kicks in. As a seller, you shouldn't be allowed to enforce a no returns policy and send a buyer an item that wasn't . Learn more about our. I was pointing out to OP, that no returns is a valid return policy on Ebay, which many sellers have & as long as their item is truly SNAD, it's acceptable to file a SNAD, but that it is not acceptable as an end-run around the policy, b/c they don't like the color, fit, etc. 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 ourseller protections. eBay closes the case. Its visible in my pictures even though I didnt see it nor did the buyer. I appreciate it. 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. Accept the return The buyer will send the item back to you for a full refund, including the original postage cost. 04-18-2022 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 . Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below. 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. Give a full refund The buyer will receive a full refund, including original postage costs, and they'll keep the item. 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. The buyer claims the item is not compatible with his mobile phone. See Partial refund guidelines. //]]>-->,