Buyer refusing to refund or accept return. Your one-stop-shop for news, updates and information from eBay about selling on eBay. If the situation doesn't get resolved in a timely manner, eBay may be called upon to intervene by either the buyer or the seller. It's just as important as writing the listing and taking photos. If the seller does not respond to the return request, we may refund the buyer and seek reimbursement from the seller without requiring the buyer to ship the item back. The seller can`t refuse a faulty return, simple as that! It does not matter if the seller says NO RETURNS or not. Once the package ships, provide the buyer with tracking info so they know when to expect delivery and can follow-up if the item isn't received. So all feedback counts. Wells is a former writer for The Balance SMB. He cannot return an item without your acceptance, consent and address in an ebay message. What else can I do (if anything)? Packing and shipping is a significant part of the process. Can I refuse to accept return If buyer choose a wrong size. If your product is sold in new condition and has been opened, you can refuse to accept the return unless it is defective. The gold inside an iPhone and other mobile phones can be sold for cash. Suzanne A. 558645636385 8725533e-cb73-4539-b2e3-a8d684009fbf:176a86f4a32 19997. You can shop for most things on eBay without needing an eBay account, but you’ll miss out on the benefits of being a member. For sellers with less than 400 listings in the previous three months, eBay will review a year's worth of transactions. Packing peanuts are also useful for this purpose. When a seller uses NO return policy, eBay assumes the seller does not want the item back. Close • Posted by 1 hour ago. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original postage cost. 6,839 Views Request. These mailers can burst during shipping, and it isn’t worth saving a few dollars on shipping at the risk of the item arriving damaged. It says I accepted it. If you've changed your mind and want to send it back, you can ask the seller if they'll accept a return. Take some time and read the rules and guidelines, you might need them when you get suspended for not knowing what you agreed to. Check the seller's return policy in the listing to see who is responsible for return postage costs.. You are covered by the eBay Money back Gurantee if you received an item that is not as described in the listing. The power button doesn't work. 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. I've had to return some poor-quality items to a seller. If there are any flaws, take close-ups so a buyer can see for themselves and be made aware, even if they don't read the description carefully. Now that eBay also makes the seller pay the return postage sellers can brace themselves for a lot more disguised "change of mind" returns. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. eBay doesn't have to return money or pay for shipping like the Seller does on a fraudulent return so they are pretty free when it comes to giving away the Seller's money. Make sure you have added your Tracking. 0 Helpful Kudo Options. So is packing items in double-walled corrugated boxes, which are stronger and provide greater protection. That's when eBay evaluates each seller. eBay's Money Back Guarantee...eBay's policy will often over ride the seller's policy. In turn, a seller's Service Metrics—which can be monitored in the Service Metrics Dashboard in the Seller's Hub—affect their overall seller performance standard, which can result in selling sanctions from eBay if too many defects are registered. But what I received was really not as the seller's description, can I ask for a refund and Ebay seller refuses to accept return. Frankly, he cannot do what he says he is going to do. The video also provides some solid tips for packing an object securely. Sorry for my broken English. Keep a list of anything you find and include them in the description and photos. eBay recommends using a tripod to take a dozen or so high-resolution images of the items on a spare backdrop to create a clear contrast. This sort of guidance doesn't apply to all return requests, however. Whatever the reason, there are ways to approach the situation to ensure both parties are satisfied. In almost every instance, however, eBay recommends accommodating the buyer. You can contest the return with eBay and eBay we'll take a look at your case at why you're refusing the refund and why the buyer is demanding one. Even if there's nothing wrong with the item eBay will support any claim a buyer invents. You must offer a full refund if an item is faulty, not as described or does not do what it’s supposed to. Question. So your only option would be to open and SNAD, which would not be right as you've agreed that the shoes are the correct size. If it gets to that level and eBay is asked to mediate a dispute, things can quickly go south for the seller. Keeping buyers happy is eBay's top priority, and they expect it to be the sellers' concern too. Receiving a negative mark of that sort reflects poorly on the seller, and it can create something of a domino effect from there. The seller refused to refund the item, directing me to his returns policy, which denies customers the right to return items. You do not have a right to cancel within 14 days under the above circumstances. #1 Can I refuse to accept returns on my eBay listings? While that's crucial, one thing that often gets overlooked is the packaging itself, which is a great way to help shape a buyer's perception of you. When that happens, their ability to sell is limited and sometimes restricted. There are four seller levels, Top-Seller Plus, Top Seller, Above Standard, and Below Standard. Dealing Directly With Buyers About Their Returns You have Opened a Returns Case, if he doesn't accept the Return and fully Refund you, after 8 days you will receive an Email from Ebay with a link to Escalate the Case. Ebay will FORCE a refund if required from the seller. Then hope you receive the correct item back & in good order. Copyright © 1995-2020 eBay Inc. All Rights Reserved. People placed their orders and then said we measured the size of chest or lenght, turns out we ordered wrong size and asking for return. - If you can't take returns, your flyer on what to do and how to contact you if they find a flaw with the item becomes very important. If the seller has said they accept returns then they should honour that, but there is nothing in the eBay system that can make the seller refund you for change of mind. You can choose whether to accept returns if a buyer changes their mind about a purchase. When I sent the eBay return form to them they declined the return. At least half of the reasons buyers request returns are related to shipping. If your item hasn’t arrived, you can let the seller know and they’ll have to either send a replacement or give you your money back.If your item has arrived, but there’s something wrong with it, or it doesn’t match the listing description, you can return it.Most sellers are also willing to accept returns … I don't normally accept returns unless I've made a mistake or the items faulty / NAD etc. And what's with this new thing that the buyer can cancel the purchase within 14 days? I think you may have to wait a day or two before you file a NOT AS DESCRIBED - it will take time to get your money refunded. If the product is materially different, a return should be accepted if it is sent back in its original condition and postmarked within 30 days of the delivery of the or Normally when a buyer opens a case, the seller is given the opportunity to try and rectify the issue. Photos are also an effective way to show the size of an item. This is ebay, where buyers do have protection against the no returns policy - private or business seller If the item arrives and is not as described and the seller is refusing to refund upon return, yes, open a dispute and your refund will be made to you after return Returns are at your expense If the item is new and you have a UPC, include it. Re: seller refuses to accept the return for refund Also Jake, you don't refer to what RM on line tracking for package's says. However, today (June 10th), I received a message from the buyer said it's too small, wants to return it. The noodles can be bent around hard edges and can also be cut into pieces to create a buffer within a box. ebay allows returns up to 45 days for items "not as described" which in your case with a snag, its not as described. If you buy an item from an international or private eBay seller and change your mind/don't like the colour/ style, the seller is not obliged to accept a return. eBay's money-back guarantee may mean that a return is unavoidable. Full Bio. You can take a picture of an everyday object like a coin next to the item to display the scale, or you can also take a picture of an extended tape measure to show the exact size. Is an eBay Restocking Fee Good or Bad for Business? I have been through the appeal system with eBay… eBay's further exemplifies its emphasis on customer satisfaction in the incentives it offers sellers who elect to establish buyer-friendly return policies. If you choose to sell higher-end handbags, blue jeans, watches, or sunglasses, one way to prevent returns is to have them authenticated. Although there are plans for expansion, the service is currently only available for select brands and limited to handbags. If you're selling a piece of electronics or something mechanical, plug it in or turn it on to make sure the item works. This and the overly optimistic delivery dates are a hot topic with eBay sellers! You just have to make a disclosure. One of the most common things that make buyers bristle is when they receive an item that doesn't match the photos or the description in the listing. Then it's up to the sellet was my understanding, based on whether the seller is happy to accept returns for change of mind. Here's how the seller may respond: 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 issues you a full refund, including the original shipping cost. Should I dispute? Formal wear is also returned often after events like homecoming, prom, weddings, or college formals. You offer returns and your stated return window applies. Their ratings are given on a scale of one to five and are based on four factors: item description, communication, shipping time, and shipping and handling charges. Can they decline a return when the goods were not as pictured, it stated that returns were accepted, I would not have bought the item otherwise AND I was the only bidder? Up to 60 days after a transaction is completed, buyers can rate their experience. If the seller does not respond in the case "return for refund", then you escalate the request or ask ebay to step in. You can order double-walled boxes from Uline, Bubblefast, or pick up at office supply stores or Home Depot in the moving boxes section. If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued. Sometimes, this is the only thing buyers pay attention to even if you have great photos and a thorough description. Before you start packing your item, double-check everything. For sellers who have listed more than 400 items in the past three months, eBay only goes back three months. Finally, print out a copy of the sales order to include in the package, along with a checklist (if applicable). Use bubble wrap to envelop and protect the item on all sides. Will ebay choose my side if I refuse to accept return because I ask in the discription to check sizing chart first, before placing your order, but they don't did that? Give support, share information, and connect with fellow members. Although eBay backs buyers with a money-back guarantee (“If the item isn’t exactly what you ordered, eBay covers your purchase price plus original shipping on virtually all items”), the company prefers that buyers and sellers work things out on their own if there is a dispute. You can send your bags to experts who can certify the authenticity and then ship the item to the buyer. The description should include information on the brand, the size, colors, shape, weight, texture, and any special features. I am pretty sure that if eBay had to pay "their" money, they wouldn't be so free with it. I refuse buyers return request. Thanks. I thought eBay, and perhaps the law, required a returns to be accepted. I have opened a return request, but the seller refuses to accept a return. Since a buyer can request a return for any reason, even the most meticulous merchants receive requests from time to time. Ship clothes with a reusable polyvinyl envelope that the buyer can use to send items back if they need to. Aron Hsiao wrote about eBay for The Balance Small Business. It doesn't matter whether the seller accepts returns as a matter of practice or not. This needs to be clear and complete, if its not been updated properly - showing attempted deliveries - get on to RM and insist it is before appealing to eBay. Ebay will Refund you from the Sellers Account. Buyer has refused delivery? Seller ratings and feedback scores serve as a useful barometer for other buyers when making buying decisions. One of the videos on eBay's YouTube channel stresses this point and offers tips on how to polish the presentation, including wrapping items in large tissue paper and then tying them with twine. Generally, problems with one of these elements cause buyers to request a return. Studies have shown that consumers are more likely to express dissatisfaction with the service they received than to offer kudos on a job well done. Despite the opportunity, not every buyer weighs in. Returns on eBay May End Up Costing Money—Always Read Seller Policies, 5 Items New Sellers Should Avoid Selling on eBay, Selling Luxury Handbags on eBay May Be More Trouble Than It's Worth, How to Improve Sales on eBay by Giving Exceptional Service, Understand Cassini to Increase eBay Sales. A seller can email photos of the item to the site and Authenticate First’s will determine if the item is real or fake. - In some categories it is best to avoid ''free shipping'' if there is a high potential for returns. They know you have no good choices for internet selling. Your no returns applies to buyer remorse. Here's how the seller may respond: 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 issues you a full refund, including the original postage cost. If the seller refuses a 'return' they, the seller, can close a return case ..The buyer cannot obtain a refund. I accept 14 days return, but this one obviously over 14 days. Ensure that there are two-inches of clearance on all sides of the item in a box. So even though eBay US sellers can technically refuse to accept returns, they are definitely encouraged to do so. The seller will also pay for return postage.. However, I've been refused by a business seller, who said they had a No Returns policy. I sold a shirt on May 10th, posted on May 12th. If he didn't then you don't have to accept the return. Thats what I thought. Question. Unresolved buyer returns can cause sellers to have their status lowered. If sellers have included disclaimers in their return policy stating that they do not accept returns, then it's up to their discretion how they handle the situation. Review the sales order to make sure the right item is being shipped. When you sell on eBay, you need to state whether you accept returns or not, and if so, under what conditions. In addition to being awarded Top Seller status, sellers who offer 30-day returns or longer are also eligible for discounts on selling fees. We do not get a choice in the matter is the blunt answer to the question. Seller does not offer returns. In this type of request, only the buyer can close the case, unless you let it expire. Most sellers don't realize that their NR policy only applies to cases of Buyer's Remorse. Give the box a good shake to ensure it's secure—if you hear movement or rattling, you need to additional packing materials. Im a seller on eBay. Check when you have to offer refunds and accept returns. Whatever you decide your policy is, it needs to be clearly specified in your listings. Designer handbags are frequently returned within 30-days because buyers use them for a few weeks and then return them. When sending fragile items, double-boxing—which involves packing the item well in a box and then “floating” it in packing peanuts or other material inside a larger box—is also an excellent idea. In almost every instance, however, eBay recommends accommodating the buyer. That's why it's essential to make sure every buyer is satisfied with their purchase. So the short answer is no, realistically you can't refuse a return. Can I refuse to refund? I do not know if you are dealing with an inexperienced buyer or an adept scammer. So it's wise to address these concerns before they even become an issue for a buyer. It's also worth taking a second look at the condition of the item itself to ensure that it's the same shape as it was when it was first listed. However, if the buyer files an item not as described case, true or not, you then have to accept it and pay it's shipping both ways. 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