For most eBay sellers the story would end there. If a buyer reports that an item is counterfeit and there are strong indicators that the item is counterfeit, eBay may not require the buyer to return the item to the seller. Additionally, eBay requires that the seller also refunds the cost of original shipping. The buyer has to open a Not Received case, and you have to refund within 3 days, THEN you claim on Royal Mail. Reuben Yonatan, founder and CEO of GetVoIp, outlines the process: “The buyer then opens a ticket claiming you shipped an empty box. Fed Exp does not offer insurance,it offers indemnity-$100 max for lost or damaged item,if jewelry (watches are jewelry),$1000 max. Oh and you'll get a defect on your account in that instance too. As soon as it was delivered the buyer complained that it was “literally covered in faeces” and demanded a £20 reduction in the price. and not authorizing the retur for refund ??). The seller will also pay for return postage; Issue a full refund and let you keep the item – This typically happens with low-cost items where the return postage would cost more than the item They will then have to ship it back as unwanted so they will get a bill as well before we lose our fees. Weeks later, Vora found photos on the buyer’s social media accounts showing her baby happily installed in it. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. If there really is … The buyer can insist upon this and eBay will force you to do it. When they do, you'll receive an email letting you know. Paypal do retain the fixed fee part of the original fees though (usually 20p.) “Our team is on the lookout 24/7 for bad buyer behaviour and they’re backed by large-scale, automated detection systems that examine millions of transactions every day.”. It isn't stupid. September 21, 2016. I am happy to refund for sure, but I want the item back. After all, I did treat her well and acted professionally and gave her the benefit of the doubt, let her keep the item, and gave her 100% refund. “When I appealed they told me to submit a police report,” she says. It’s automatic and covers your purchase price plus original shipping on eligible purchases*. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. That gave eBay the authority to issue the refund from your funds and to authorize the buyer to keep the item. Returns, missing items, and refunds for buyers In most cases, if your order doesn’t arrive, or if it’s faulty or damaged, you’ll get your money back or a replacement. Vora offered £7.50, although the screenshot of a photo sent by the buyer did not show evidence of staining. A buyer has opened a dispute after buying an item from me and is the saying the item is counterfeit. It seems that I did not loose out other than the $1.40 ebay fee, but the principle is still not right. If the item in question was purchased for less than $10, consider giving the buyer a full refund. However, there are policy in place for this seller’s coverage and I am afraid in this case it would not be possible to grant your appeal [sic].”, Ebay told the Observer that business sellers can’t appeal against faulty returns and says since the buyer provided a detailed description of the problem he had a right to return the goods. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund, including the original postage cost. If you started out trying to get the buyer to pay, but then you both decided to end the transaction and refund the buyer, see what to do when a buyer doesn't pay (unpaid item process). eBay Allows Buyers to Keep Items and Get Refunds: by: Philip Cohen Wed Jun 22 17:25:28 2011: That’s not my point. Well cobblers we will send it. The long version can be found at the FTC website. Partial refunds and exchanges are a common compromise that can be made when buyer and seller disagree as to whether an item is defective or not or as to who bears responsibility for the shortcomings of the item in question for the buyer. Get your refund. ~ Anais Nin. Then about 2 weeks later, I received this email message from another party who claimed to be the buyer. When they do, you'll receive an email letting you know. Why are sellers penalized? http://pages.ebay.com/help/buy/return-item.html, http://pages.ebay.com/help/policies/money-back-guarantee.html, Your listings say "No returns" not "No Refunds". “It happens often, buyers thinking they are entitled to free goods due to eBay’s liberal approach to refunds,” he says. Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 2 business days to issue your refund. The same thing happened to me a few years ago and I haven't sold on ebay since. I bought insurance but from what I understand I have to wait 30 days after the estimated delivery to … Has anyone heard about the new policy Amazon is now doing, they appear to be telling buyers they can keep the seller’s item and get their money back. Hi, Would be appreciative if anybody can help or have had similar issues. He wants me to refund him for the item WITHOUT sending the item back??? If they have not opened a dispute, I wouldn't do anything at this stage. If you ask them to return the item for a refund, they send you their old junk and threaten to give you a bad review if you complain. Why is it all for the buyers? Plus, the case must be open in the Resolution Centre for you to receive a final value fee credit. Our eBay Money Back Guarantee applies to virtually everything on our site, and there's no extra fee for coverage. If you and the buyer can't agree on a resolution within 3 business days, you or the buyer can ask eBay to step in and help.. Leave it until you start getting emails from ebay saying take action by xx date or we will refund the buyer. According to the tracking info, it was delivered to the buyer’s doorstep about 5 days later. Catherine Lewis was left out of pocket after selling a coat. Since eBay ordered its business sellers to extend their returns policy from 14 to 30 days last year, sellers complain that return rates have escalated and they are being penalised for complying. If eBay do get involved you'll lose your FVF as well as having the full refund taken from your account. If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under eBay Money Back Guarantee. I AM IN AUSTRALIA AND SOLD AN ITEM AND SENT TO USA TO THE BUYER IN EARLY AUGUST 2019. How should I deal with this? I don't think that you'll be able to do an unpaid item dispute to get your fees back, as this isn't usually possible once the item … ... That way they keeps the goods AND get a refund. It has happened to me several times now and one even went into dispute via Paypal. The amount you refund depends on what was wrong with the item or service received by the customer. 0. how to refund a buyer on ebay However, the company freely acknowledges that its policies are designed to keep customers spending. If the item was sent as a large letter with no tracking, you will lose any not received dispute and eBay will take the money from your PayPal and refund the buyer. They were sent back unboxed, poorly packaged and apparently damaged during use. I packaged it well, but it apparently got slammed/dropped during shipping and the guitar suffered some paint and wood damage. {"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}}. Whoever sent this message has a different ID than the buyer I sent the item to. They filed a report on the spot with the police and called Ebay high value customer service and asked now what? Ebay insists that each dispute is investigated before refunds are issued. You were not robbed. The promise was to encourage buyer confidence in the online auction site, but it can be exploited by unscrupulous buyers to obtain free goods. I sold an item on ebay will I mistakingly sold as Blu-ray not DVD (My error), obviously this went to an ebay case and I agreed to return the item. It usually takes 3 to 5 business days for a PayPal refund to go through. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. Scores of sellers, both private and business, have contacted the Observer over the years to complain that the company has unquestioningly refunded buyers who had failed to return the goods they bought or sent them back used, damaged or substituted. When the buyer claimed she had not received it, eBay issued a refund. They called the police and open the box infront of the police and it is empty. I had hoped paypal stopped doing that by now. The buyer does not like the item and wish to return the item. Meet other eBay community members who share your passions. Get help with an item that hasn't arrived. Anna Wabrobska is a business seller of car parts. Grimm supplied PayPal with proof of postage and the buyer’s confirmation of receipt but PayPal nonetheless issued a refund. Ebay claimed that, since it can’t verify the condition an item is returned in, it refunds sellers on a courtesy basis, but that Grimm has made several such claims of returned goods, so no longer qualifies. eBay will demand a return and the buyer sends the empty box back to you, keeping the item and the money as it’s refunded. “Professional scammers often never notify eBay, nor leave feedback because, if they do, sellers can respond via feedback which stays forever to warn other sellers,” he says. Hi all, My buyer is intimating that I never posted her item. If you don't refund the buyer within 3 business days of receiving the item, and the buyer has uploaded return tracking, we may automatically issue a refund to them on your behalf. What is an eBay partial refund? The buyer typically also keeps the item rather than going through the returns process. In 2014 Vora issued legal proceedings after selling an iPhone4 to a buyer who claimed the box arrived empty. Because it was sent Standard Postage, I can't even give her a tracking number. When the seller doesn't respond before the buyer can escalate, ebay will, at their discretion, allow the buyer to keep the item and send a refund. If you don't play the game, you will lose. This is going to open the flood gates to buyers to open disputes without having to be accountable for returning items. If the tracking details show that the item has been in transit without movement for more than 7 days (10 for international shipments), refund the … This means that the seller ends up 20p out on the deal, but the amount that the buyer gets is unaffected. Even with tracking items show delay and sellers get blamed. It was returned damaged. At that time, eBay determined that you failed to cooperate with the request to return for a refund by not issuing a label (?? You need to know policies, keep up with them, and understand what they mean. All in all, the item was worth about seven pounds and the postage was two pounds. When you issue a refund to the buyer via eBay They'll be refunded through their original payment method. Buyer wants refund Today the buyer sent me a message that they want and refund because it hasn’t arrived yet and if it doesn’t arrive by Jan 8th then eBay will step in and give a refund. The company declined to comment. Buyer claims the item wasn’t received “The buyer claimed the item didn’t arrive but eBay gave a refund, even on items that were signed for. Ebay counters that its penalty fees for return rates of over 2% are “to ensure buyers receive the best shopping experience possible, bringing more buyers and more sales for sellers” and “maliciously filed returns are stripped out of the calculations”. If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. Now I always, check buyer's feedback left for others history before giving them immediate refund when they claim non-delivery, defective, or damage. Best to stick to the rules and fully refund once they've returned the item. Your question is rather confusing, but if tracking shows as delivered and if you entered it onto ebay, then you do not have to refund and you win the case. Give support, share information, and connect with fellow members. Its around £100 in value and 100% genuine. Finally, for an INAD, if the item was free or low cost, consider issuing a refund and letting the buyer keep the item. If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. Click on Contact seller. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. They lost because they didn't response/cooperate with the case. further more that the "service" have ZERO actual work done, it is fully automated system, it is clearly done for fee grabbing Vora is one of a legion of sellers to have fallen victim to eBay’s lavish buyer-protection policy. Buyer claims that item was not delivered within PaisaPay-specified timelines After the delivery deadline is over, the buyer has 5 days to confirm whether the item was delivered or not. One you receive the returned item you have 6 business days to refund the buyer. Send a message to the buyer – If you'd like to speak with the buyer directly to try and resolve their issue, you can send them a message through the "Item not received" request. He opened a case through ebay for this. We had to file a claim with the USPS service once for a missing shipment (we had already refunded the buyer) and we were told by the post master that sometimes the claim will be honored and the value of the item will be refunded to the seller and then weeks later the buyer will actually receive their missing package. If the buyer filed a SNAD return (not as described), you have to authorize the return for a refund and, because you have a no return policy, you have to provide a return shipping label or let eBay know that you want eBay to issue the label. “My case wasn’t about money, more about the principle.”. “Buyer claimed item didn’t arrive, eBay gave refund. 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