You can't deduct the original shipping cost from any refund amount. SeePartial refund guidelines. Buyer is asking for a refund because he can't figure out how to use it. See Partial refund guidelines. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days. Read our most popular questions and answers about handling return requests from your buyers. 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. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Send the buyer a message If you have any questions regarding the buyer's request, you can contact them directly. Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description. The above applies whether or not a seller accepts returns. When you open a return request because the item did not match the description the seller has the option of accepting your return and sending you a label OR of refunding you right away and not requiring a return. Buyer takes blurry 1990s cell phone photo and returns a different item. Decline the return:You can decline the return request if you've stated in your listing that you don't accept returns. Its out of their hands at this point as the buyer filed the PayPal claim. I have a chrome plugin that replaces buyer with seller and seller with buyer. I talk about what I have handled these returns and I tell you which policy works best for my eBay business. If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means. 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Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. To maintain that trust, we expect all members to treat each other with respect. 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. eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals. For example, if an item arrived with a minor scratch but the buyer is happy to keep it. 01:39 PM. The itemwas collected by a third party on behalf of the buyer, Withdrawal of the items in your Collection when stored in the eBay vault. Car & Truck Safety & Security Accessories, when the item received by the buyer doesn't match the listing, when the seller doesn't fulfil their return policy, Coverage, eligibility requirements, and exclusions, When the item received by the buyer doesn't match the listing, When the seller doesn't fulfil their return policy, Refunds, payment holds and reimbursements, Get help with an item that hasn't arrived, Help a buyer with an item that hasn't arrived, The item received by the buyer doesn't match the listing, The seller doesn't fulfil their return policy, eBay Business Equipment Purchase Protection, Exclusions and special coverage when an item isn't received, Exclusions and special coverage when the item doesn't match the listing, estimated or actual delivery/collection date, Evidence of successful delivery to the authenticator, Handling disputes as a managed payments seller, The item arrives broken, damaged, or faulty, You must complete and pay for your purchase on eBay.com using an. The buyer returned the item used or damaged. This can be useful when the buyer ordered the wrong thing by accidentfor example, the wrong color or sizeand you'd like to offer them a gesture of goodwill. If the item is returned used or damaged, you may qualify to give the buyer a partial refund. Thank you very much for your help! Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page. For all the details of how eBay Money Back Guarantee works what's covered, what's excluded, and what buyers and sellers need to do please read our full policy. When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. When a seller opts to 'not accept returns' it can be a benefit to buyers. Whats the point of offering sellers the option of not taking returns. and both eBay and Paypal would still side with them. '&charset='+document.charset : (document.characterSet ? if (document.context) document.write ("&context=" + escape(document.context)); The return is treated as if the item didn't match the listing. When a seller offers an international shipping option (such as worldwide shipping), or doesn't exclude international shipping in their shipping settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing. You can also find more information in our full article below. Who pays for return shippingyou or the buyerdepends on the reason theyre returning the item and your return policy. You are not eligible for any fee credits when you deduct from the buyers refund because they returned the item used or damaged. 'https://www.ecommercebytes.com/new_ad_server/www/delivery/ajs.php':'/new_ad_server/www/delivery/ajs.php'); 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. 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 you don't, and the buyer requests a return, the item will be automatically returned to your registered address. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyerspurchases. 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. If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. Enter a return merchandise authorization number, if you use them. You have 3 business days to respond to the request and resolve the buyer's issue. the seller life. Send the buyer a message:If you have any questions regarding the buyer's request, you can contact them directly. Some purchases inspected under Authenticity Guarantee are considered final sale. If you do not accept returns, eBay will force you to accept any item not as described return case even if there really isnt a problem with the item itself. How do people alwats confuse this. var m3_r = Math.floor(Math.random()*99999999999); If asked to step in tohelp, 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, you will no longer be able to issue a refund even if you qualify to issue partial refunds under our seller protections. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. //]]>-->,