This can be useful when the buyer isn't completely satisfied with their purchase. You can also find more information in our full article below. See Evidence of successful delivery to the authenticator below. Who pays for return postage you or the buyer depends on the reason they're returning the item and your return policy. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Both buyers and sellers must meet all applicable return requirements. The authenticator's address will be provided to the seller in the Order details. document.write ("&loc=" + escape(window.location)); SeePartial refund guidelines. For example, if an item arrived with a minor scratch but the buyer is happy to keep it. 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. document.write (document.charset ? 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. var m3_u = (location.protocol=='https:'? Tip See our page on, Would you like us to help with an open return request? Buyers can always submit a return request, even if your returns policy says you don't accept returns. Whether you need to accept the return depends on their reason for opening the return. eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. As a no returns seller, I still get the option to accept a SNAD. Per the seller's return policy in the listing document.write ('&cb=' + m3_r); See our Partial refund guidelines for more details. If you offered free shipping, you'll need to refund the buyer the full amount of the item. if (document.mmm_fo) document.write ("&mmm_fo=1"); 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. 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. 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. You have 3 business days to respond to the request and resolve the buyer's issue. 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. This was my response to the claim: September 21, 2019 Note This transaction was completed on August 25, 2019. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. 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. Here's how: How to offer a replacement or exchange item, How to issue a partial refund when the item is returned in a different condition. Proof that the buyer collected the item I am not saying that's what OP was doing, just informational, since they are new to SNADs. eBay Seller Told She Must Accept Returns for SNAD : by: Silver Ice King : Thu Aug 5 22:41:10 2021: Pace hit it right on the nose. 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. 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. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. 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. Whether you need to accept the return depends on their reason for opening the return. Select. '&charset='+document.charset : (document.characterSet ? See ourpartial refund guidelines. 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. Buyers can always submit a return request, even if your returns policy says you don't accept returns. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. My seller rating on eBay is 100% and I have had an account on eBay since 2009. 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. We'll then ask the buyer to ship the item back to you: Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. You will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. Otherwise you can consider this closed - nothing more for you to do. If the buyer is responsible, choose your return address from the dropdown menu. 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. The seller responds to the buyer's request. For example, you may have opted to automatically accept return requests. View basket for details. If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. @missjen316 wrote: Fit issues are not covered by the MBGs. 01:38 PM New comments cannot be posted and votes cannot be cast. This isn't working for me. Well which one is it? The seller is required to respond and provide a solution to the buyer's issue. Something went wrong. 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 may step in without the buyer asking if there is no valid tracking information available. if (document.context) document.write ("&context=" + escape(document.context)); If you're responsible for return shipping. Return an item for a refund | eBay 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 only offer a partial refund once, and the buyer can choose to accept or reject your offer. Whats the point of allowing me to choose no returns when they will side with the buyer when they are ignoring communication and theres no claim open??? If we're asked to step in to help, we may ask the buyer to return the item to you. 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. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. Buyer takes blurry 1990s cell phone photo and returns a different 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 can ask us to step in and help. if (document.context) document.write ("&context=" + escape(document.context)); Upload your own label The buyer will send the item back to you for a full refund, including the original postage cost. 01:39 PM. How to Handle eBay Returns - Zenstores Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. Once in a while I will have serious buyer (Resellers) who will provide a box and FedEx label. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. Read our article on, Need help with return shipping? 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. Decline the return You can decline the return request if you've stated in your listing that you don't accept returns. 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. 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. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. Our video below also shows the steps you can take to offer a partial refund on eBay. What's the point of no returns? : r/Ebay - reddit If we're asked to step in to help, we may ask the buyer to return the item to you. As you may already know or will find out after watching this video that it simply doesnt matter. 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 may exclude original shipping costs from the refund. Enter the amount you wish to offer the buyer. This can be useful when the buyer isn't completely satisfied with their purchase. We've outlined your response optionsbelow. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. Copyright 1995-2023 eBay Inc. All Rights Reserved. Select. Give a full refund The buyer will receive a full refund, and they'll keep the item. See our Partial refund guidelines for more details. It may only be used to recoup losses when an item is returned used or damaged. You are not allowed now to dispute a not as described return. Tip But that doesn't answer my question ti @iartas to how a 'no returns' listing can benefit a buyer. In some cases, we may automatically accept a return request on your behalf. You can also open your Returns dashboard and select View return details from beside the item. Thank you very much for your help! 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. Classic Ebay sneak move. If asked to step in tohelp, 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 issue a refund even if you qualify to issue partial refunds under our seller protections. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Its out of their hands at this point as the buyer filed the PayPal claim. 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. Refunds and billing for return shipping costs We'll then ask the buyer to post the item back to you within 10 business days. On our second correspondence the buyer replied, "unfortunately doesn't work for me. If it has been less than 3o days since delivery, go to the Resolution Centre at the bottom of most eBay pages. I also sent the manufacturers specifications which show compatibility. Buyer's expect returns. Ebay has a 30 day money back guarantee that is available on most all items sold here. Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option. Give a full refund The buyer will receive a full refund. 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.