You don't accept returns in your policy and the buyer changed their mind about a purchase. Unresolved buyer returns can cause sellers . Many posts in here from sellers about this. This includes, but is not limited to: In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension. I recently asked eBay this exact same question. On the next page you'll see the refund amount. Return shipping costs will be charged to the seller separately if: The seller authorized the buyer to use an eBay return label, or, eBay provided a return label to the buyer on the seller's behalf. Up until fairly recently, eBay would close a case quick if it was clearly a case of buyer's remorse. You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer. 2 business days after receiving the returned item. If you offered free shipping, you'll need to refund the buyer the full amount that they paid. It does not sound as if you are likely to hear anything more from the seller and that they refunded because the cost of shipping it back was more than they wanted to pay. No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. The authenticator's address will be provided to the seller in the Order details. Slow but it beats the stress and aggravations. You can see it on the listing if it qualifies. Choose the item above to start resolving a return. 01:39 PM. 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). I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. Select your reason for the return. 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 reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. The seller is required to respond and provide a solution to the buyer's issue. Preventing returns is about more than protecting the seller rating and feedback score. In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the shipping service used, whether tracking is available to show the status of a shipment, a seller's extended return window, or other circumstances such as fraud, Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. 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. As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. 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. Keep in mind that some returns can remain open for up to 35 business days. Enter a Return Merchandise Authorization number, if you use them. You have 3 business days to respond to the request and resolve the buyer's issue. Its visible in my pictures even though I didnt see it nor did the buyer. eBay may step in without the buyer asking if there is no valid tracking information available. Should I wait for the seller to contact me? You need to call ebay. See our page on. The buyer returned the item used or damaged. If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. if (document.referrer) document.write ("&referer=" + escape(document.referrer)); Buyer is asking for a refund because he can't figure out how to use it. My seller rating on eBay is 100% and I have had an account on eBay since 2009. Need to report a problem or not sure about the next steps? The seller is required to respond and provide either tracking information, delivery updates, or a refund. This is a good option for low-value items. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. Buyers can always submit a return request, even if your returns policy says you don't accept returns. 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. How to issue a partial refund after the item is returned. '&charset='+document.charset : (document.characterSet ? Read our most popular questions and answers about handling return requests from your buyers. Those are NOT SNADs & are not a valid reason to return or request a SNAD, if the seller has a No Returns policy. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. document.write ("'><\/scr"+"ipt>"); I agree it is very annoying they waited 23 days but they can claim they exhaustible try it to make it work and did not want to give up too fast. Coverage, eligibility requirements, and exclusions. 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. document.write ('&cb=' + m3_r); If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. SeePartial refund guidelines. Eligible for coverage, when paid via eBay checkout: Additional exclusions and special coverage, including items with limited coverage. 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). Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. Please use this in a story so everyone knows. 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. The item in question is an electronic stabilizer with moving parts and motors. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Tip I originally shipped the item via FedEx because it's cheaper for heavier items. I'm in the same boat right now, sold a $300 item that cost 50$ to ship, buyer requested return saying "doesn't fit" which doesn't make sense cause it was a Yamaha keyboard. If the buyer is responsible, choose your return address from the dropdown menu. 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. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. eBay may step in without the buyer asking if the seller didn't respond to the return request. The itemwas collected by a third party on behalf of the buyer, Withdrawal of the items in your Collection when stored in the eBay vault. We'll then ask the buyer to post the item back to you within 10 business days. Offer a partial refund: The buyer will receive a partial refund, and they'll keep the item. Create an account to follow your favorite communities and start taking part in conversations. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing. Items that display the Authenticity Guarantee - opens in new window or tab badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer. In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements. If you offered free shipping, you'll need to refund the buyer the full amount of the item. See our page on, Would you like us to help with an open return request? See Evidence of successful delivery to the authenticator below. 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. If the buyer does not ship the return by the specified date, eBay may close the return request. You must meet the requirements specified in this policy, including taking action within the required time frames; You may not seek resolution for the same issue by, You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order, If the purchase was completed on eBay.com, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site, eBay gift card or eBay voucher or eBay Bucks, Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services), Real Estate, Websites, Businesses for Sale, Digital content, Intangible goods,Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs, Industrial equipment and heavy machinery (see, Motor vehicles, including recreational vehicles, aircraft and boats (see, Evidence of successful delivery to the address provided in the, The buyer will receive a refund for the full cost of the item and original shipping, and, The seller may be required to reimburse eBay for the amount of the refund. If we're asked to step in to help, we may ask the buyer to return the item to you. They also state that they cant guarantee the condition of the item being returned. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund. Add a message to the buyer explaining why the refund wasn't full. You can also open your Returns dashboard and select View return details from beside the case. If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind. Read our most popular questions and answers about handling return requests from your buyers. The amount he wanted back was pretty much the whole amount once I deducted shipping. What if any recourse do I have in this situation. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. Tip The item was shipped and confirmed as delivered. Either way this whole fiasco will cost me over $100, plus I'll have to refund the full amount even if he sends me back a box of feces. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. Annoying isnt it. If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer canask us to step in and help. 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. If we don't see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. If we're asked to step in tohelp, we'll ask the buyer to return the item to you. When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. They can either accept the return and send the label, refund the buyer in full, ignore it or let eBay decide. If the seller (even one with a No Returns policy) demands a return, he does not have to refund until the disputed item is returned, although he may be required to pay for that return. ("free returns" or "buyer pays"). Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. Whats the point of offering sellers the option of not taking returns. Give a full refund The buyer will receive a full refund, and they'll keep the item. You'll also be responsible for covering return shipping costs. In the last two cases the buyer keeps the item and gets refunded. If the item is damaged while it's being returned to you, you may qualify to give them a partial refund. It fixes posts like this one more often than it breaks them. document.write ("?zoneid=4"); However, sellers cannot refuse REFUNDS. 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. Returns should be sent with tracked shipping that can be independently validated. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. '&charset='+document.characterSet : '')); Simply put, your proof does not matter because they will make endless excuses about how it could be fake or not accurate. Answer (1 of 15): You get a refund. The seller requested a refund, eBay intervened and says they have to look at it despite my specifying no returns. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. am I required to pay for shipping? If the seller ignores the return request I know that in some cases ebay will refund on their behalf without requiring a return. Depending on your return policy, this may or may not include the original shipping cost. Regardless of outcome after a 10 year run on PayPal and eBay I will be canceling both of my accounts. I report him immediately and call CSR. 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. This is the first time I have ever experienced an issue such as this. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); Anyway, I dont accept returns but the buyer requested a return or partial refund. I just sell locally to avoid all shenanigans.