If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. document.write ("&loc=" + escape(window.location)); 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. In some cases, your response options may differ. if (document.mmm_fo) document.write ("&mmm_fo=1"); You can't deduct the original shipping cost from any refund amount. I put "no returns" on all my listings simply for those who are unaware of eBay's leanings on the topic. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement, Buyers and sellers permit us to make final decisions about all cases, including appeals. Once you've received the item, you have 2 business days to review and give a refund, or ask eBay to step in and help. Whether you're a buyer or a seller, check here to get started: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Here you can discuss returns with other members. As long as your return policy was "no returns"--and I mean, right under the item price where the return policy is, it says "no returns", you don't have to accept the return. Now, even clear cases of buyer's remorse are allowed to return. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. It may only be used to recoup losses when an item is returned used or damaged. Currency exchange rate applied to refunds. The buyer returned the item used or damaged. But we don't get back the cost of shipping originally eBay has made big strides in treating buyers fairly in recent years, at least compared to where they were around the start of the decade, but this decision is among the worst. Ebay has a 30 day money back guarantee that is available on most all items sold here. 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. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. View basket for details. I received two return requests this evening. On the next page you'll see the refund amount. Offer a partial refund:You'll issue a partial refund to the buyer, and they'll keep the item. 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). Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. If the item is returned used or damaged, you will no longer be able to give a refund to the buyer even if you qualify to give partial refunds under our seller protections. The buyer requests a return in their My eBay and you'll be notified by email. When tracking shows the item was delivered/collected before the estimated delivery date, When tracking shows the item was delivered/collected after the estimated delivery date, When no tracking information is available. I recently sold a dji osmo mobile on eBay, I specified no returns. 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. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. 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 our seller protections. I stupidly forgot I had free returns on that listing, so I can't charge a restocking fee. 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. 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. When a buyer opens a return request the funds related to the sale may be put on hold. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Answer (1 of 3): Sellers are not required to accept returns. On Wednesday September 18, 2019 the buyer requested a return despite the fact that I had specified no returns in the listing. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches . As an eBay seller I discuss accepting free 30 day returns versus accepting no returns at all. If a seller loses a chargeback they may be eligible for payment dispute seller protections. 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. var m3_u = (location.protocol=='https:'? No returns protects you in the case of a buyer changing their mind, or if, for example, a clothing item doesn't not fit. 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. There are less and less sellers on ebay every day and more and more on other selling sites such as Amazon, Etsy, etc. - Someone buys a old action figure that's in overall good condition but the descriptions and photos show it has a flaw. But once . If the buyer reports that the item arrived damaged or doesn't match the listing description, you'll see different options for responding to the return. We require all of the following to prove a successful on-time delivery: For eBay Authenticity Guarantee items, additional evidence is required. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy. 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. Give a full refund:You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. In the wrong place? 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. '&charset='+document.characterSet : '')); 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. Proof that the buyer collected the item If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. 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. If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description, the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns.. The item was shipped and confirmed as delivered. Something went wrong. Also this makes the process require the buyer send the item back instead of filing a claim. I was not trying to show how it 'benefit a buyer". Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. 01:39 PM. eBay Money Back Guarantee does not cover final sale purchases on the basis that the item doesn't match the listing. Trading Cards have a more limited return window. To maintain that trust, we expect all members to treat each other with respect. You can see it on the listing if it qualifies. 01:47 PM. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. If the item is damaged while it's being returned to you, you may qualify to give them a partial refund. Instead, I lost money and I got hosed over and over again because EBay doesnt back up the seller. i probably get osmo pocket instead." 01:47 PM Your reply explains just the opposite. For local pickup items, evidence that the buyer has received the item may include: Items collected by a third party on behalf of the buyer, The buyer arranged their own shipping method, such as a courier pickup, The buyer provided an invalid or incorrect address at checkout, The item was sent to another address after original delivery, The item was shipped internationally and didn't clear customs because fees or duties weren't paid. See Exclusions and special coverage. See Partial refund guidelines. Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.