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, For the first time, eBay emailed me that "When a "Not as described" return is filed, even private sellers are obliged to accept the return under the eBay Moneyback Guarantee Program.". document.write ('&cb=' + m3_r); It fixes posts like this one more often than it breaks them. What if any recourse do I have in this situation. 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. document.write ("&loc=" + escape(window.location)); You have the option of entering your reason for declining the request, but it will not be visible to the buyer. var m3_u = (location.protocol=='https:'? Tip. Buyers can always submit a return request, even if your returns policy says you don't accept returns. For most purchases, buyers are refunded to their original payment method. But once . We require all of the following to prove a successful return delivery: If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive. Thank you very much for your help! You can't deduct the original shipping cost from any refund amount. If the buyer is responsible, choose your return address from the dropdown menu. If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. eBay may step in without the buyer asking if there is no valid tracking information available. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available. Ebay has never been the best for buyer protection, my advice is make sure you note serials before sending off etc and be prepared to take returns even for BS reasons. This is all true, but only for items that are REALLY Not As Described. eBay may hold the return request open for up to 35 business days after the date the return was accepted. Returns will be treated as not matching the listing if the buyer selected "Doesn't fit my vehicle" as the return reason. I sold an item which has a minor defect that I didnt notice, superficial, you would never see it or know its there. If an item is returned used or damaged, it may be appropriate to issue a partial refund to the buyer. 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. I used it myself just before shipping it, so not my problem the buyer doesn't know how to use the item. document.write ("'><\/scr"+"ipt>"); Currency exchange rate applied to refunds. Their is no point really even if they changed their mind, the buyer can simply say that they got the wrong item. I just received an email stating that PayPal has sided with the buyer and they will be issuing a refund from my account. If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay. I recently sold a dji osmo mobile on eBay, I specified no returns. 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. This is a good option for low-value items. If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab. I researched his supposed issue and provided him with several links containing videos as well as tutorials which show his phone working with the device that he purchased. 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. When a buyer opens a return request, the funds related to the sale may be put on hold. If a buyer doesnt receive their item, theyre entitled to a refund unless you can provide tracking information showing that it was delivered. The buyer could have said "I ordered an iPhone and when it arrived a dinosaur fell out of it!" There is no more seller protection. am I required to pay for shipping? Carefully check the returned item before giving the refund. If the customer wants to return your item bad enough regardless of the real reason for the return. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site featuresor losing seller protections. Should I wait for the seller to contact me? No returns sellers can't "refuse" a SNAD. If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. Read theSeller protections policyto find out how to qualify to issue partial refunds. In some cases, we may automatically accept a return request on your behalf. If the item is returned used or damaged, you may qualify to issue the buyer a partial refund. As a seller you are better off accepting returns, this way you can state what condition the item needs to be for a full refund. I also sent the manufacturers specifications which show compatibility. 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