Say something like: There is a scratch on the back, please see photo #9 for details. 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. 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). Item Not As Described, No Returns: 10 Tips to Help Avoid Returns on eBay. 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'. Your email address will not be published. eBay's policy today (2016) is that if something isn't as described, the seller pays for return shipping, regardless of any policy claims by the seller in his listing. You can choose whether to accept returns if a buyer changes their mind about a purchase. After inspecting a damaged package, they will sometimes say that the package wasnt packaged to standard and not covered. 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. eBay will always side with the buyer of a damaged item. This will help make you a top seller and keep money in your pocket! When I have photographs of how I shipped my item, I will have those as proof. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. Good luck and sorry you encountered this circumstance. 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. View cart for details. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. If they say they will side with you, you will be able to relay that information to the buyer that it was clear in the listing and that you will not be accepting the return for that reason. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. As a Top Rated Seller, you now have protection against false "Item Not as Described" claims, including a modest return shipping credit and protection on your service metrics: If you are a Top Rated Seller and a buyer falsely claims an item was not as described, well protect you on eligible transactions. I don't like to report people but feel I have no option here and the buyer really has violated policy by claiming the items were not as described and defective. It covers purchases paid with PayPal and most other electronic payment methods. As soon as I get an alert that a buyer put in a return request for a return, I send a nice note to the buyer apologizing and asking to get more information so I can help them in any way I can. 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. 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 seller was not accurate and now the seller or ebay wants to give me my money or item. Returns cannot be closed at the request of a 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. Accept the return:The buyer will send the item back to you for a full refund, including the original shipping cost. After contacting the seller, it's up to you whether you want eBay to step in. Get in the habit of getting information from your buyer for reasons they are returning. We've outlined your response optionsbelow. We have a simple three-step eBay Buyer Protection process to assist you in case something goes wrong with a transaction. This can be useful when the buyer isn't completely satisfied with their purchase. If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article. I cant make the buyer read it! For example, you may haveopted to automatically accept return requests. Refund the buyer, the buyer keeps the item. This is how it is and one of the risks of doing business on eBay. One buyer in particular contacted me asking for a partial refund for an item that he received damaged. No. Shipping: US $10.00 (approx C $13.57) Economy Shipping from outside US. Seller terms are superceded by the UA, even if your buyer may have falsely invoked the NAD claim. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. 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. Now I'm supposed to give a full refund, but it says "once buyer returns the product", so doesn't this mean I won't have to since the can't return it? Knowing your shipping cost is critical to pricing your items right and maintaining your profit. Send you a message The seller may ask you for some more details about your return request. I'm a top rated seller with 100% feedback and I do what I can to help people and its frustrating to be paying a couple hundred extra a month in fees for something that seems to be out of my control because buyers miss-categorized the return. ), How This SAHM Made $1,000 In Her First Month Flipping Used Items, How I Quit My Job To Flip Flea Market Stuff Full-Time. Accept the return:The buyer will send the item back to you for a full refund. You'll receive the return shipping label credit on your monthly invoice. So it is in your best interests to avoid these cases by offering a more buyer-friendly return policy if you continue selling on eBay. 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 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, after a few days, youre not happy with the sellers resolution, were here to help. If your item hasnt arrived, or isnt as described,let the seller know. If they are rude or threatening to you, do not retaliate. 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'. 1. After a few emails and notifying him that the straps were not mine, he dropped the request for a refund. Holiday shipping is now in full swing, check out these helpful shipping tips! So having a returns policy can give you a competitive advantage. If you do not refund, and the buyer asks eBay to step in, you will receive a defect on your account, your Final Value fees are forfeited, and the buyer keeps the item. 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. SNAD (Significantly Not As Described) where the item received is Significantly Not As Described in the listing. This is a small fee to protect myself from losing money in the event that the item is damaged in shipment. Make sure you know what you can ship and what you cant to avoid delays and fines. This happens more often than not. When listing an item, it's important to include your returns address - opens in new window or tab. Need an update on an open return request? Do I need to pay extra for the eBay Money Back Guarantee? Tip See details. Refund the buyer and get the item back. Most sellers refund as soon as they get the item back. What does the eBay Money Back Guarantee cover? Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. However, it does happen and when it does, I have to deal with it as best as I can. You are describing the old rules the rules changed a few months ago. Report the buyer when you issue the refund through the eBay returns flow You won't be able to re-open the request once it's closed. 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. Select the percent you want to deduct from the refund amount. 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. Check the listing in your Purchases - opens in new window or tab to see the seller's full return policy, including how long you have to request a return and any other conditions. Do not give a refund without getting the item back! In some cases, we may automatically accept a return request on your behalf. We guarantee that you will get the item you ordered or get your money back. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If theres a problem, let the seller know via the Resolution Center by the time you should have received your item. Shipping has definitely been delayed with everything going on. By their own admittance, they say that they were told by their TV manufacturer that said item was compatible with their TV but failed to mention that it really wasn't. What if the seller doesn't offer returns? For example, if an item arrived with a minor scratch,but the buyer is happy to keep it. Learn the fundamental steps for running an eBay business. When you start selling on Ebay, decide if you are willing to take returns at all. However the seller is claiming it was in excellent condition prior to shipping and they will refuse any returns. 1. If you dont ship the item back by that date, we may close your request and you will not receive a refund. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. Having a very clear eBay Return Policy stating you do not accept returns will help you in the event of a return request dispute.
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