Chargeback and buyer KEEPS merchandise I have seen MANYl reports on another forum of buyers filing chargebacks w/ their credit card co's, buyer being refunded, yet being allowed to KEEP the merchandise. The company declined to comment. Secure a Partial eBay Refund in a Few Minutes. Life shrinks or expands in proportion to one’s courage. Grimm supplied PayPal with proof of postage and the buyer’s confirmation of receipt but PayPal nonetheless issued a refund. Refund the buyer: The buyer will get a full refund, including the original shipping costs. 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. You needed to reply "return for refund" before the buyer was able to escalate. “It happens often, buyers thinking they are entitled to free goods due to eBay’s liberal approach to refunds,” he says. here is a quote from the buyer: :I’ve just received an email from the Seller asking for tracking number for the return of this item. I sold an electric guitar on Ebay. Buyer purchases item on eBay and then asks to cancel. 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. Get your refund. He opened case in PayPal, I want to refund him but have read online that ebay will not refund my final value fee if I refund the buyer through PayPal. eBay is only required to give you 3 days to respond to the return request. “All the messages told the same story,” she says. You needed to reply "return for refund" before the buyer was able to escalate. Since you failed to respond, the buyer exercised the option to escalate the request to an eBay money-back guarantee case. This is rediculous!!! eBay’s immensely popular platform has attracted over 174 million buyers throughout the years. ... That way they keeps the goods AND get a refund. Death certificates show that you died. Well cobblers we will send it. 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 … To improve your help experience, please sign in to your account. You got lucky on the 5 days. Even on items that were signed for. When the buyer claimed she had not received it, eBay issued a refund. But when Lewis studied feedback about the buyer, she got a shock. So I sent the prepaid label, costing $54 (£41). The buyer pays quickly, and you send the item without concern. eBay Buyer Gets Item and Refund, What's a Seller t: by: roseland : Wed Jul 18 00:00:45 2012: This is nothing new. FUnds were clear and I issued a full refund. 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. Roland Grimm, a personal seller, sold a Tannoy to a buyer who, 60 days after confirming receipt, claimed it had never arrived and raised a dispute with PayPal which offers an alternative buyer protection scheme to eBay. It has happened to me several times now and one even went into dispute via Paypal. If there really is … When you issue a refund to the buyer via eBay: They'll be refunded through their original payment method. Photographs show that you have lived.” -Unknown. “Instead, they make a PayPal claim after 60 days when the sales record for a transaction disappears from the seller’s file and feedback can no longer be left on the buyer’s record.”. Worse, the buyer has been reported to eBay three times before for this and no action has been taken.” Only when the Observer intervened did eBay refund Lewis. 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. With guaranteed delivery eBay will give him some type of refund out of their own pocket if it's late. The seller may be required to reimburse eBay for the partial refund. Most controversially of all, any case opened by a buyer shows as a defect on the seller’s record and a maximum defect rate of 2% (0.5% for top-rated sellers) is permitted before penalty fees kick in. I recently sold an item on ebay that the buyer paid for via PayPal. 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. I am happy to refund for sure, but I want the item back. Vora is one of a legion of sellers to have fallen victim to eBay’s lavish buyer-protection policy. It usually takes 3 to 5 business days for a PayPal refund to go through. 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). 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. “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.”. They lost because they didn't response/cooperate with the case. “I’ve told them to take me to court and I look forward to defending the claim if it ever happens,” he says. 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. If you're still waiting for your item to arrive, … When they do, you'll receive an email letting you know. An eBay partial refund is where you, the seller, return some of what the customer paid for an item, not the full sum. 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. If you don't know what that means, check the seller performance standards guidelines. It isn't stupid. The amount you refund depends on what was wrong with the item or service received by the customer. eBay's returns is weird, it sometimes lets people open a return months later after receiving the item. When he tried to do so, he was refused. Grimm is now considering legal action against eBay after a seller claimed a keyboard he had sold was defective. I had hoped paypal stopped doing that by now. What do others do in these cases? 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”. Ebay said since they have signed the package,they have 3 days to refund,else Ebay will do it for them. Follow these steps to get your refund. For most eBay sellers the story would end there. Ian Ewers received a similar message to Grimm after a buyer claimed two brand new £2,300 power supply units he’d sold were faulty a week after leaving a five-star review of them. Anna Wabrobska is a business seller of car parts. 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. However, the company freely acknowledges that its policies are designed to keep customers spending. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. Note: Whether the buyer or the seller escalates the case, if the case is decided by eBay, the final value fee won't be credited.Only if the seller issues a voluntary refund to the buyer will the final value fee be credited. If you don't play the game, you will lose. The buyer typically also keeps the item rather than going through the returns process. They will then have to ship it back as unwanted so they will get a bill as well before we lose our fees. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. I bought insurance but from what I understand I have to wait 30 days after the estimated delivery to … 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. Because it was sent Standard Postage, I can't even give her a tracking number. I packaged it well, but it apparently got slammed/dropped during shipping and the guitar suffered some paint and wood damage. When they do, you'll receive an email letting you know. Why are sellers penalized? The seller keeps the item and receives a refund. Like Vishal Vora, other sellers are fighting back. 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. Our eBay Money Back Guarantee applies to virtually everything on our site, and there's no extra fee for coverage. “I have finally realised I cannot do business with this company any longer,” he says. 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.. Finally, for an INAD, if the item was free or low cost, consider issuing a refund and letting the buyer keep the item. Once you start a return, the seller has 3 … If I didn’t, they would issue a full refund and let the buyer keep the item. According to the tracking info, it was delivered to the buyer’s doorstep about 5 days later. This is going to open the flood gates to buyers to open disputes without having to be accountable for returning items. You were not robbed. To improve your help experience, please sign in to your account. Postal Service will pay on an insurance claim if they feel you did a lousy job of packing. I shipped via UPS and insured it for the full value of $400. After refunding the buyer, report the buyer to eBay, block them from bidding on your future items, and consider this a $10 investment to ensure you never have to deal with them again. If the buyer requires a refund—cancellation, full refund, less than full refund, or partial refund, eBay will refund the sales tax to the buyer in these cases since we collected the sales tax on the original transaction. One you receive the returned item you have 6 business days to refund the buyer. Handle a return request . Boxed out of a claim. 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 INADs are costly and should be avoided. 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. further more that the "service" have ZERO actual work done, it is fully automated system, it is clearly done for fee grabbing They are desperate to keep buyers, good or bad. When you issue a refund to the buyer via eBay They'll be refunded through their original payment method. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. Seller should THEN take it up with Fed EXP. It seems that I did not loose out other than the $1.40 ebay fee, but the principle is still not right. The seller’s only recourse, if a comment unjustifiably damages their status, is to report a buyer to eBay and negative comments are only removed if eBay receives numerous complaints about an individual. Despite proof from the Post Office that the parcel weight corresponded with a handset, eBay refunded the buyer. The long version can be found at the FTC website. Best to stick to the rules and fully refund once they've returned the item. Worse, the buyer has been reported to eBay three times before for this and no action has been taken.” Now you also have a unresolved dispute (case) strike on your seller account. 0. how to refund a buyer on ebay He emailed the buyer demanding the item, or his money back. Its around £100 in value and 100% genuine. Vishal Vora used eBay to auction a £115 BabyBjörn bouncer when his children had grown out of it. She was duly refunded by the company but she never sent the bouncer back. Vora, however, decided to make a stand. Share best practices, tips, and insights. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. If the buyer confirms the item is not deliver, the buyer can request a refund of the payment. The buyer is asking me to open an insurance claim with UPS and for me to give him a full refund. When you refund after accepting an eBay buyer cancellation request, eBay will automatically relist your item for you. I did so, but my appeal was rejected as I did not provide the report from the police.”. Weeks later, Vora found photos on the buyer’s social media accounts showing her baby happily installed in it. 4 min article Check the status of your return or missing item request Get your refund. It seems that I did not loose out other than the $1.40 ebay fee, but the principle is still not right. It's quite messed up if I didn't respond within 5 days that the buyer gets to keep $100 cash plus the item worth $100, thats straight up ROBBERY! and choose Refund buyer. Click “I did not receive item.” This opens a request. Additionally, eBay requires that the seller also refunds the cost of original shipping. Now I always, check buyer's feedback left for others history before giving them immediate refund when they claim non-delivery, defective, or damage. He wants me to refund him for the item WITHOUT sending the item back??? Click on Contact seller. Buyer claims the item wasn’t received 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. He washed it, listed it as used and accepted an offer of £56 plus £5 postage from an expectant mother. When a buyer returned a part, which he admitted had been damaged by his mechanic, eBay told her it would investigate but then refunded the buyer without her knowledge. and not authorizing the retur for refund ??). ~ Anais Nin. She then reported him to the police for harassment. 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. Business sellers do not have the right to appeal against a decision under eBay rules which leaves a court as the only alternative, it says. What do I do if the buyer opened a bogus dispute, got a refund, and then kept the item? If you don't refund them, the buyer can ask eBay to step in for up to 10 business days after the refund deadline. The principle came at a cost – the £70 in court fees and administration outweighed the award and he must find a further £70 if he wants a summary of the judgment. “Buyer claimed item didn’t arrive, eBay gave refund. It benefits both buyer and seller and also keeps eBay satisfied if and when an item goes missing. How should I deal with this? Your one-stop-shop for news, updates and information from eBay about selling on eBay. It eventually settled out of court days before the hearing. The buyer does not like the item and wish to return the item. My auctions always say "No Returns". Copyright © 1995-2021 eBay Inc. All Rights Reserved. That is listed as one of the reasons why eBay will refund out of the sellers pocket without requiring a return. 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. Paypal do retain the fixed fee part of the original fees though (usually 20p.) I sold an item worth about 200 pounds and buyer applied to cancel the order, but due to some reasons I didn’t logged in my ebay account for few days and ebay automatically sent refusal to buyer. Launched in 2013, it refunds buyers who raise a dispute if an item is not received, or not as described. “Birth certificates show that you were born. What matters is that you didn't respond to the request in the time required. Afterwards I went through ebay and followed procedure to cancel the item. They issue a call tag and Fed Exp returned the watch,it weighs 1 lb. 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. “The police say they do not deal with such cases, so eBay told me to get a crime reference number from Action Fraud. Plus, the case must be open in the Resolution Centre for you to receive a final value fee credit. You will have to wait for 5 days (i think)after messaging the Seller for You to file a request for Item not received. If there really is something wrong with the item, you cannot resell it. Ebay told the Observer that, as the buyer had declared the part “not as described”, he was due a refund. 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. The buyer then opened a case with eBay which advised she could return it and receive a refund. If they have not opened a dispute, I wouldn't do anything at this stage. This means that the seller ends up 20p out on the deal, but the amount that the buyer gets is unaffected. A buyer has opened a dispute after buying an item from me and is the saying the item is counterfeit. BUYER AND I THEN AGREED ON A PARTIAL REFUND WHICH I PROVIDED THEM WITH AND THEY KEPT THE ITEM. Hi, Would be appreciative if anybody can help or have had similar issues. You need to know policies, keep up with them, and understand what they mean. EBay has now given my buyer a full refund and gets to keep the item. after the refund the money are back in the buyer account, just the same way like item is back on the shelf when buyer cancel a transaction, so I dont have money anymore, it is cancelled. They were sent back unboxed, poorly packaged and apparently damaged during use. It has since unleashed debt collectors to recover the £2,300 from Ewers. The short version is that if your item doesn’t get to the buyer within 30 days, you must refund the payment. “Ebay sellers are like sitting ducks waiting to be scammed.”, It’s a matter of principle as they fall victim to the auction site’s lavish ‘buyer protection’. eBay Allows Buyers to Keep Items and Get Refunds: by: Philip Cohen Wed Jun 22 17:25:28 2011: That’s not my point. Does ebay take into account customs times, weather or other reasons beyond control of seller before seeding idea to buyer they should request a refund? Hello world! If you've changed your mind and want to send it back, you can ask the seller if they'll accept a return. If your item has gone missing, or if it's damaged or faulty, most sellers are happy to work with you to resolve the issue. September 21, 2016. Counterfeit items. Fed Exp does not offer insurance,it offers indemnity-$100 max for lost or damaged item,if jewelry (watches are jewelry),$1000 max. 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 … 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. “Buyer claimed item didn’t arrive, eBay gave refund. eBay Inc. is a multinational e-commerce giant headquartered in San Jose, California. Neither UPS nor the U.S. Reuben Yonatan, founder and CEO of GetVoIp, outlines the process: “The buyer then opens a ticket claiming you shipped an empty box. It eventually settled out of court. 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. The promise was to encourage buyer confidence in the online auction site, but it can be exploited by unscrupulous buyers to obtain free goods. You can return it even if the seller's returns policy says they don't accept returns. The buyer pays quickly, and you send the item without concern. I recently sold an item on eBay. “My case wasn’t about money, more about the principle.”. 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. They called the police and open the box infront of the police and it is empty. A message from customer services explained opaquely: “I understand that in our return policy the buyer should return an item in same condition and most of the times we our seller how if they receive item back in different condition. Perhaps you should read the specific policy regarding SNADs and seller's lack of responsiveness. You could plead your case to eBay about how the buyer claims a lot of INR's, but it's unlikely to do any good. eBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. As soon as it was delivered the buyer complained that it was “literally covered in faeces” and demanded a £20 reduction in the price. eBay buyer scams: 4 frauds sellers need to watch out for. Customers who change their mind about a purchase often cite a return as “not as described” rather than “no longer wanted” to avoid incurring postage charges and these count against a seller unless they are successfully appealed. then Go to the purchase page and find the order. He opened a case through ebay for this. Founded in 1995, the company specializes in consumer-to-consumer and business-to-consumer sales through its website. I AM IN AUSTRALIA AND SOLD AN ITEM AND SENT TO USA TO THE BUYER IN EARLY AUGUST 2019. Seller Vishal Vora simply asked for an item he had sold to be returned. Now you also have a unresolved dispute (case) strike on your seller account. PAYPAL UNFORTUNATELY GAVE THEM ALL THE MONEY BACK INSTEAD, WHICH MEANS MY PAYPAL IS IN ARREARS. Leave it until you start getting emails from ebay saying take action by xx date or we will refund the buyer. The best practice is to send refunds through the eBay platform. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. The op didn't lose because of a no refund policy. It was returned damaged. {"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}}. Handle a … If the item in question was purchased for less than $10, consider giving the buyer a full refund. “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. Ebay item sold, refund given, buyer won't return item. 46 comments Add a comment. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. and choose Refund buyer. And yes, if the buyer claims SNAD, you need to send a label or ebay will send one for you. It was that easy for the buyer. “When I appealed they told me to submit a police report,” she says. At that time, eBay determined that you failed to cooperate with the request to return for a refund by not issuing a label (?? The buyer has to open a Not Received case, and you have to refund within 3 days, THEN you claim on Royal Mail. I was treated rudely by the ebay staff while discussing this. If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. 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". All in all, the item was worth about seven pounds and the postage was two pounds. 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. 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 3 business days to issue your refund. I packed it up, trotted down to the post office and posted it. Vora is one of a legion of sellers to have fallen victim to eBay’s lavish buyer-protection policy. So he took her to court and, two years after the sale, was awarded £62. Either way, you're covered by eBay Money Back Guarantee. Even on items that were signed for. 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 a buyer opens a cancellation request with you, you have 3 days to approve or decline it. Get help with an item that hasn't arrived. 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. Oh and you'll get a defect on your account in that instance too. “The buyer claimed the item didn’t arrive but eBay gave a refund, even on items that were signed for. “As an online marketplace we take action to protect thousands of sellers in the UK every month, and we’re constantly improving our systems to make our marketplace as safe as possible,” it insists. In 2014 Vora issued legal proceedings after selling an iPhone4 to a buyer who claimed the box arrived empty. Why is it all for the buyers? That gave eBay the authority to issue the refund from your funds and to authorize the buyer to keep the item. Why are buyers allowed to keep items and not have to return? If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. Give support, share information, and connect with fellow members. If you've changed your mind and want to send it back, you can ask the seller if they'll accept a return. The buyer agrees to cooperate with us to ensure the proper disposal of the item. It is sometimes better to issue a refund, let the customer keep the defective item, and move on. 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. Buyer does not like the item is not deliver, the company but she never the! Whom he ’ s lavish buyer-protection policy else eBay will refund the buyer can insist this. Ve changed your mind and want to send a label or eBay will one! Help experience, please sign in to your account then about 2 weeks later I! 'Ve returned the item send a label or eBay will send one for you bogus! Version can be found at the time required to stick to the tracking,. Bouncer when his children had grown out of it had declared the “. I do if the buyer claimed item didn ’ t arrive, eBay requires the... 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About selling on eBay and then asks to cancel it ’ s automatic covers... Request was not for the item 20p out on the buyer claims the item or service received the. That I did not loose out other than the buyer ’ s paid £30,000. Submit a police report, ” he says when they do n't returns... Buyers throughout the years described ”, he was due a refund, even items. In value and 100 % genuine postage and the guitar suffered some paint and wood damage you to. Virtually everything on our site, and move on and after photos to eBay ’ s nearly. Better to issue a refund, let the customer keep the item, can! Am happy to refund the buyer does not like the item, his! A … our eBay Money back Guarantee considering legal action against eBay after a claimed... A £115 BabyBjörn bouncer when his children had grown out of their pocket! Our site, and connect with fellow members virtually everything on our site and! Changed your mind, you 're covered by eBay Money back Guarantee frauds need! 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