{"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}}. We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. You don't accept returns in your policy, and the buyer changed their mind about a purchase. See our page on. 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). It covers purchases paid with PayPal and most other electronic payment methods. Let the buyer file for a refund. eBay buyer wants a refund - do I have a choice? To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. I sold an item on eBay which apparently was broken and the buyer wants a return. Tracking is required to confirm the item has been returned to the seller. It may only be used to recoup losses when an item is returned used or damaged. 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. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. 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. See our page on, Would you like us to help with an open return request? 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. Enter your search term to display live search results. 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. 4 min article In some cases, we may automatically accept a return request on your behalf. Best practices for avoiding and handling issues with buyers, Your options for responding to a return request, asking eBay to step in and help for sellers, choose how you'll arrange for the item to be returned, you provide non-eBay return labels and upload tracking, payment holds for managed payments sellers, How to issue a partial refund after the item is returned, how to offer a full or partial refund through PayPal. The action required may be possible, or you may need to negotiate further. 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. 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. On the next page you'll see the refund amount. Follow these steps to get your 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. Enter your search term to display live search results. 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. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. 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. 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. Select the percent you want to deduct from the refund amount. 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 have 3 business days respond to the request and resolve the buyer's issue. Now she wants a full refund but i have no money on my paypal and no credit cards registered on there. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. 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. If we're asked to step in to help, we'll ask the buyer to return the item to you. Unable to resolve the buyer’s issue? Something went wrong. The eBay Money Back Guarantee is not a product warranty. 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. Just don't want a defect or neg. 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. Use TAB key to navigate results. 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. Get help with an item that hasn't arrived Most purchases are covered under the eBay Money Back Guarantee. 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. Your decision, refund now or later. If you donât refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. 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. Select. If the transaction you want to refund occurred more than 60 days ago, follow these instructions: Some returns may remain open for up to 35 business days. And itâs why we offer the Money Back Guarantee. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers’ purchases. 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. 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. Handle payment disputes as a managed payments seller. This is a good option for low-value items. Help a buyer with an item that hasn’t arrived. Decline the return: You can decline the return request if you've stated in your listing that you don't accept returns. Return requests are part of being an eBay seller, but don't offer too much too fast. Itâs automatic and covers your purchase price plus original shipping on eligible purchases*. To maintain that trust, we expect all members to treat each other with respect. Depending on your return policy, this may or may not include the original shipping cost. {"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}}. If buyer asks for a refund because he changed his mind, you have the right to refuse a return. Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. 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). Signature confirmation is required for returned items with a total cost of $750 or ⦠However, depending on the payment method the buyer used, it can take up to 30 days to process the refund. If you have not got the money then the obvious answer is end him the controller. Add a message to the buyer explaining why the refund wasn't full. 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. Returned item before issuing a partial refund itâs why we offer the buyer a message to the buyer a refund... ', it 's important to include your returns dashboard - opens in new window tab... 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