The only legal ways a buyer can keep an item and be refunded is if there's a case and a) eBay do a "no-fault" refund, and issue the money from their own coffers (meaning you keep the payment, buyer keeps the item and eBay part with the cash) b) you tell them to keep the item because there's no point in it being sent back for a refund. Eligible sellers may be able to deduct an amount from the refund if an item is returned used or damaged (see Partial refund guidelines below). Accept the return: The buyer will send the item back to you for a full refund. Unable to resolve the buyer’s issue? However, if you do, you'll provide a great customer experience that encourages the buyer to purchase from you in the future. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. When buyers don't meet these standards, sellers can report abusive behavior - opens in new window or tab.. I sold boots size 10 the lady said she wears a nine so suprise they dont fit... i believe shes abusing the policy of item not as described which is complete bs. To avoid future problems, our article shares best practices for creating listings, tips for packing and shipping items, and advice for communicating with buyers. When you issue a refund, your PayPal transaction fee isn't refunded. Give a full refund: You'll issue a full refund to the buyer, and they'll keep the item. 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. If an item went missing and never arrived, you'll either need to provide additional tracking details from one of the shipping carriers integrated with eBay, or offer a replacement or refund. 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. Enter the amount you wish to offer the buyer. Offer a refund as a managed payments seller. Here's how: How to issue a partial refund when the item is returned in a different condition. In some cases, your response options may differ. Something went wrong. Decline the return: You can decline the return request if you've stated in your listing that you don't accept returns. The eBay Money Back Guarantee is not a product warranty. 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. Use TAB key to navigate results. I now have a negative PayPal balance. This refund method is only available for 60 days after the end of the transaction. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. 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. You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label. 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 you're a managed payments seller, funds subject to a hold released by eBay will be paid out to you in your next scheduled payout. All items included in the original package, Factory or vacuum seal must not be broken/opened (if applicable), Original tags included & attached (where applicable), Must include provided certificates of authenticity, grading, or appraisal, Factory or vacuum seal is broken/opened, but the item is still in its original condition, Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings, Significant signs of wear, or significantly different than how it was shipped to the buyer, Item is damaged, scratched, defective, or requires service or repair, Missing provided certificates of authenticity, grading, or appraisal, Opened items that cannot be resold (perishables, liquor, makeup), We can't determine that the item received by the buyer matches the listing description, You offer returns and your stated return window applies. Here’s everything you need to know if something goes wrong with an order or if a buyer changes their mind and doesn’t want the item anymore. If they changed their mind, how you can respond (and who pays for return shipping) depends on your return policy. If he starts a formal dispute then escalates it to a claim ebay/paypal WILL order you to refund him within days (people buy according to description, you said "Now come with controller" ~ it is up to you to ensure your description is correct not the buyer or ebay!). Give a full refund: You'll issue a full refund to the buyer, and they'll keep the item. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features or losing seller protections. In some situations, a buyer may ask their financial institution to open a payment dispute if they believe there’s an issue with their order. Read the Seller protections policy to find out how to qualify to issue partial refunds. If you don't refund the buyer within 2 business days of receiving the item, and the buyer has uploaded return tracking, we may automatically issue a refund to them on your behalf. if you do not, paypal will refund ⦠We may release the funds if the issue with the return is resolved, or if we resolve a dispute in your favor. If it's more than 21 days, PayPal will put your account in the red if you've withdrawn the money and will come after you for it. This feature may not be used to recoup market losses on items returned in the same condition or to recoup return shipping and restocking fees. Enter your search term to display live search results. If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. Once the buyer tells you there’s a problem, you have 3 business days to resolve it. Get help with an item that hasn't arrived Most purchases are covered under the eBay Money Back Guarantee. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers’ purchases. I know that I don't have seller protection doing that. Enter a return merchandise authorization number, if you use them. I would like to know the proper procedure on how to proceed with this - ebay buyer wants to have his item sent to a different address than on his original purchase order on paypal. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. This can be useful when the buyer isn't completely satisfied with their purchase. If the buyer wants to return an item to you, your options for responding depend on why they want to send it back. Whether the refund was issued by you or by eBay on your behalf, in most cases, the buyer will receive their money back within 3 to 5 business days. There are three ways to issue a refund on eBay: by responding to a buyer's request, cancelling the order on eBay, or cancelling it on PayPal. ... Then, wait and see what the buyer wants. That is exactly what the buyer wants you to do, they are bullying you into giving them the item for nothing, do not let them bully and intimidate you, insist that they open a case with ebay, return the item to you and you will then issue a full refund. If a buyer files a payment dispute with PayPal, any eBay Money Back Guarantee (eMBG) claims, open order cancellations, or return requests for the same transaction are immediately closed. This can be useful when the buyer ordered the wrong thing by accident—for example, the wrong color or size—and you'd like to offer them a gesture of goodwill. You can't deduct the original shipping cost from any refund amount. Select the percent you want to deduct from the refund amount. - Page 2 ... We've all had to refund on things when we don't think it is 'fair', it happens. To improve your help experience, please sign in to your account. When you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 2 business days. If we're asked to step in to help, we'll ask the buyer to return the item to you. Offer a replacement or exchange if you're a non-managed payments seller: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. {"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}}. On the next page, enter your message and select, On the next page, enter your offer to replace or exchange the item and select. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Depending on your return policy, this may or may not include the original shipping cost. This was done to mimic Amazon and their A-Z Guarantee policy. If you stated in the listing that you'll cover return shipping charges, choose how you'll arrange for the item to be returned. Ask eBay to step in. When you sell on eBay, you can save time managing your return requests by setting up rules that automatically accept returns or issue immediate refunds. To learn more about variable and fixed transaction fees, read how to offer a full or partial refund through PayPal - opens in new window or tab, see the PayPal User Agreement - opens in new window or tab, or call PayPal directly with any questions. Returns cannot be closed at the request of a seller. This policy outlines our expectations for buyer behavior. Here's What You Can Do to Collect Money When an eBay Buyer ⦠In order to request an appeal, you must provide additional details for us to take into consideration, such as photographs showing there’s nothing wrong with the item. But the buyer may have consumer rights as the seller is a business seller, They are correctly registered so they have not fallen into the trap of giving the buyer a year to return for no reason at all, at the selelr's expense. You don't accept returns in your policy, and the buyer changed their mind about a purchase. Handle a return request In most cases, you'll issue a full refund to the buyer, but if an item is returned used or damaged it may be appropriate to issue a partial refund to the buyer. Tip 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. You have 3 business days respond to the request and resolve the buyer's issue. To maintain that trust, we expect all members to treat each other with respect. If a customer has a problem with their order, or if they change their mind about a purchase, they’ll get in touch with you and ask for help. Something went wrong. See Partial refund guidelines. If you have not got the money then the obvious answer is end him the controller. If you disagree with our decision after we’ve been asked to step in, you can ask us to take another look for up to 30 days after the claim has been closed. Offer a replacement or exchange if you're a non-managed payments seller: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return if you are not a managed payments seller. If a buyer doesn’t receive their item, they’re entitled to a refund or a replacement unless you can provide tracking information from one of the shipping carriers integrated with eBay showing it was delivered by the estimated delivery date. 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. 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. The eBay Money Back Guarantee applies to virtually every item on ⦠eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. Managed payments sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. Abusive buyer policy overview. See the table below for guidance on issuing a partial refund. Your options for responding to a buyer's request depend on the reason they're returning the item and the return policy you stated in your listing. We’ll assess all the information and come to a decision. The eBay Money Back Guarantee protects you in cases where an item is not received or is not as described in the listing. However, depending on the payment method the buyer used, it can take up to 30 days to process the refund. If you and the buyer haven’t been able to come to an agreement after 3 business days, you can ask us to step in and resolve the issue. Neither eBay, PayPal or any credit card company will allow a refund or charge back for a package stolen after delivery. So what do i do... i honestly can't add money till January ⦠If you offered free shipping, you'll need to refund the buyer the full amount that they paid. Depending on your returns policy, this may or may not include the original shipping cost. While the buyer will have to pay return shipping and perhaps a restocking fee, eBay will place a hold in the meantime on the funds in question until the issue is resolved. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. Add a message to the buyer explaining why the refund wasn't full. We’ll review your new information and get back to you with our final decision, usually within 48 hours. View cart for details. When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label. To improve your help experience, please sign in to your ⦠You have the option of entering your reason for declining the request, but it will not be visible to the buyer. 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. If the buyer paid with any other forms of payment and you havenât refunded them within 10 days, they can file a claim through the eBay Money Back Guarantee. You can choose to add a message to the buyer. 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. Who pays for return shipping—you or the buyer—depends on the reason they’re returning the item and your return policy. If we're asked to step in to help, we'll ask the buyer to return the item to you. How to issue a partial refund after the item is returned. For example, you may have opted to automatically accept return requests. If we're asked to step in to help, we'll ask the buyer to return the item to you. I sold an item on eBay which apparently was broken and the buyer wants a return. If eBay wants to eat the cost of refund then fine, but you sold your item, you shipped the item, and unless you either (a) offer returns or (b) the item is Significantly Not As Described, then this is the buyers ⦠See Partial refund guidelines. HOWEVER Since the sale was 5 weeks ago, I have long since withdrawn the money. They'll be refunded through their original payment method. Choose the item above to start resolving a return. If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return shipping, even if you don’t offer returns. Itâs automatic and covers your purchase price plus original shipping on eligible purchases*. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address. If the buyer opens a case for item not received enter the tracking number into the case notes and then call eBay to have the CSR read the case notes and check the tracking number. 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. Thatâs why youâll find eBay sellers who include generous return policies for the items they sell. 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). If there's an open cancellation request, return, eBay Money Back Guarantee claim, or an open dispute made outside of eBay against an order, then the Send refund option will not be available. See our page on, Would you like us to help with an open return request? If you're responsible for return shipping. When a buyer opens a return request, please be aware that funds related to the sale may be put on hold by PayPal or eBay. eBay buyer wants a refund - do I have a choice? When listing an item, it's important to include your returns address. If the item is returned used or damaged, you may qualify to issue a partial refund. Your decision, refund now or later. If buyer asks for a refund because he changed his mind, you have the right to refuse a return. Read our article on. If the item is damaged, faulty, or doesn't match the listing description, they're covered by the eBay Money Back Guarantee, and you'll have to refund them or replace the item even if you don't offer returns. If the transaction you want to refund occurred more than 60 days ago, follow these instructions: If asked to step in to help, 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 and the item is returned used or damaged, you will no longer be able to issue a partial refund even if you qualify to issue partial refunds under our seller protections. Return requests are part of being an eBay seller, but don't offer too much too fast. And itâs why we offer the Money Back Guarantee. If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. If you didn't get your item, we'll make sure you either get your money back or receive a replacement. A buyer can file a Money Back Guarantee claim for 30 days, whether or not a seller offers returns. 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. Given any payments you receive for quite awhile won't be accessible to you for 21 days (for each payment), PayPal will just take the money back and refund the buyer. Some returns may remain open for up to 35 business days. Now she wants a full refund but i have no money on my paypal and no credit cards registered on there. Copyright © 1995-2021 eBay Inc. All Rights Reserved. If the buyer is responsible, choose your return address from the dropdown menu. See our partial refund guidelines. Are you a buyer looking to return an item? Help a buyer with an item that hasn’t arrived. If you donât refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. 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. When you refund a buyer after accepting their request to cancel a transaction, weâll automatically relist your item for you. If you've changed your mind and want to return it, you can ask the seller if they'll accept a return. If the buyer wants to return an item to you, your options for responding will depend on why they want to send it back. I bought insurance but from what I understand I have to wait 30 days after the estimated delivery to open a insurance claim with shipcover. You don't have to worry when you shop on eBay We want you to have a great shopping experience. You can only offer a partial refund once, and the buyer can choose to accept or reject your offer. Tell your buyer to return the watch and you'll refund in full on return. Enter your search term to display live search results. Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. At that time, my paypal balance was £0.00 It is now (minus) -£17.43 My question is, how do I send the buyer a refund if my balance is ⦠If you accept a return from the buyer, they need to send the item back to you before you issue a refund or send out a replacement. You can deny a refund, but if the buyer feels that the item is not as described or you offer returns in your policies, the buyer may open a case against you and Ebay will decide whether you will give a refund and take the money automatically out of your account. Give a full refund: You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. It is best to do it with as much grace as you can though rather than fight against a paypal claim which now counts against a seller. Follow these steps to get your refund. If the buyer got their item but it’s faulty, damaged, or doesn't match the listing description, you need to work with them to resolve their issue (you also have to cover the return shipping costs). This is a good option for low-value items. {"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}}. Note: If a buyer opened a case for an item you sold, you should go to the Resolution Centre to issue a refund. The customer may be happy with a partial refund. Use TAB key to navigate results. You can also use the Resolution Center - opens in new window or tab, or open up your Returns dashboard and select View return details from beside the item. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections. Carefully check the returned item before issuing a refund. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections. Misuse of returns or the eBay Money Back Guarantee If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it for a refund. For example, if an item arrived with a minor scratch, but the buyer is happy to keep it. Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. View cart for details. We've outlined your response options below. You accept returns in your policy, and the buyer changed their mind about a purchase. You'll also be responsible for covering return shipping costs. Between eBay and PayPal, buyers cannot use more than one resolution method to get a refund. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. If you don't refund the buyer within 2 business days of receiving the item, and the buyer has uploaded return tracking, we may automatically issue a refund to them on your behalf. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. 4 min article Ebay told the Observer that, as the buyer had declared the part ânot as describedâ, he was due a refund. 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. Tip Handle payment disputes as a managed payments seller. I already transferred and spent the money from the transaction so I don't have any way to pay it back (I'm a minor, no income, I know I'm not supposed to have a Paypal). Learn how to handle a payment dispute on an eBay transaction if you’re a managed payments seller. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help. On the next page you'll see the refund amount. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. 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. When you issue a refund to the buyer via eBay. If you offered free shipping, you'll need to refund the buyer the full amount of the item, including the original shipping cost. Paypal don't deal with warranties, not do ebay. If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. Accept the return: The buyer will send the item back to you for a full refund, including the original shipping cost. Hi I want to report about a dodgy description of item I bid after reading response from the seller he is auctioning raffle tickets .the item No230532250250-the seller is Ob100bi8.the item in auction is an iphone4 32g,if he does not send me a iPhone as in the auction I bid than I DO NOT want to go ahead and make a payment.I think he should not be allowed to carry on trading on eBay⦠If you have any questions, or want to know how youâre covered, check out the ⦠It may only be used to recoup losses when an item is returned used or damaged. Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly. Our eBay Money Back Guarantee applies to virtually everything on our site, and there's no extra fee for coverage. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. If the item is damaged, faulty, or doesn’t match the listing description, they’re covered by the eBay Money Back Guarantee, and you’ll have to refund them or replace the item, even if you don’t offer returns. Let the buyer file for a refund. Compare Travel Money. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. See our page on. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections. If they’ve changed their mind, your options depend on your return policy. Also, if you send a new item as part of a replacement or exchange to your buyer instead of issuing a refund, there is no change to your PayPal fees. Read our article on, Need help with return shipping? It’s important to remember that if you ask us to step in and we close the case in the buyer’s favor, you could receive a defect (which might affect your seller standards), so you should only ask us for help when you’ve exhausted all other options. Tip Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. This is a good option for low-value items. Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. It covers purchases paid with PayPal and most other electronic payment methods. Refund on things when we do n't have seller protection doing that of trust between all of... It Back tip in some cases, your PayPal transaction fee is n't completely satisfied with purchase. Their mind, your options depend on your return address from the refund amount and choose refund buyer experiences! 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