Even on items that were signed for. Click on Contact seller. The short version is that if your item doesn’t get to the buyer within 30 days, you must refund the payment. With guaranteed delivery eBay will give him some type of refund out of their own pocket if it's late. Oh and you'll get a defect on your account in that instance too. I shipped via UPS and insured it for the full value of $400. Buyer purchases item on eBay and then asks to cancel. “When I appealed they told me to submit a police report,” she says. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. This is rediculous!!! When they do, you'll receive an email letting you know. 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 buyer can insist upon this and eBay will force you to do it. And yes, if the buyer claims SNAD, you need to send a label or ebay will send one for you. He has also withdrawn his custom from eBay to whom he’s paid nearly £30,000 in sellers’ fees over 14 years. Copyright © 1995-2021 eBay Inc. All Rights Reserved. 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. If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. If there really is … 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.. The seller may be required to reimburse eBay for the partial 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. Get your refund. My auctions always say "No Returns". Buyer claims the item wasn’t received 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. Because it was sent Standard Postage, I can't even give her a tracking number. To improve your help experience, please sign in to your account. ... it will be the seller who gets punished. “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. If I didn’t, they would issue a full refund and let the buyer keep the item. It usually takes 3 to 5 business days for a PayPal refund to go through. 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 … The buyer does not like the item and wish to return the item. The company declined to comment. The long version can be found at the FTC website. Even on items that were signed for. 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. 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. Grimm supplied PayPal with proof of postage and the buyer’s confirmation of receipt but PayPal nonetheless issued a refund. “Buyer claimed item didn’t arrive, eBay gave refund. Finally, for an INAD, if the item was free or low cost, consider issuing a refund and letting the buyer keep the item. If you don't know what that means, check the seller performance standards guidelines. I bought insurance but from what I understand I have to wait 30 days after the estimated delivery to … A buyer has opened a dispute after buying an item from me and is the saying the item is counterfeit. 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. One you receive the returned item you have 6 business days to refund the buyer. Our eBay Money Back Guarantee applies to virtually everything on our site, and there's no extra fee for coverage. Ebay item sold, refund given, buyer won't return item. Get help with an item that hasn't arrived. The buyer agrees to cooperate with us to ensure the proper disposal of the item. When they do, you'll receive an email letting you know. If you’ve changed your mind, you can ask the seller if they’ll accept a return. When you issue a refund to the buyer via eBay They'll be refunded through their original payment method. I recently sold an item on eBay. “I’ve told them to take me to court and I look forward to defending the claim if it ever happens,” he says. Photographs show that you have lived.” -Unknown. To improve your help experience, please sign in to your account. It eventually settled out of court. Neither UPS nor the U.S. The buyer receives the item but claims you sent an empty box – in other words, accuses you of fraud. 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. What do others do in these cases? The best practice is to send refunds through the eBay platform. Its around £100 in value and 100% genuine. Hi all, My buyer is intimating that I never posted her item. Share best practices, tips, and insights. She was duly refunded by the company but she never sent the bouncer back. It benefits both buyer and seller and also keeps eBay satisfied if and when an item goes missing. eBay’s position on missing items is clear – buyers are entitled to a refund under the Money Back Guarantee. I am happy to refund for sure, but I want the item back. Hi, Would be appreciative if anybody can help or have had similar issues. Vora, however, decided to make a stand. Launched in 2013, it refunds buyers who raise a dispute if an item is not received, or not as described. further more that the "service" have ZERO actual work done, it is fully automated system, it is clearly done for fee grabbing “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’. Anna Wabrobska is a business seller of car parts. Founded in 1995, the company specializes in consumer-to-consumer and business-to-consumer sales through its website. 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. 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. 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. Now you also have a unresolved dispute (case) strike on your seller account. 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. 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. If you don’t refund the buyer within 10 days, they can file a claim through the eBay Money Back Guarantee. Why are buyers allowed to keep items and not have to return? It seems that I did not loose out other than the $1.40 ebay fee, but the principle is still not right. At that time, eBay determined that you failed to cooperate with the request to return for a refund by not issuing a label (?? Either way, you're covered by eBay Money Back Guarantee. Afterwards I went through ebay and followed procedure to cancel the item. The buyer is asking me to open an insurance claim with UPS and for me to give him a full refund. It seems that I did not loose out other than the $1.40 ebay fee, but the principle is still not right. The promise was to encourage buyer confidence in the online auction site, but it can be exploited by unscrupulous buyers to obtain free goods. But when Lewis studied feedback about the buyer, she got a shock. “The police say they do not deal with such cases, so eBay told me to get a crime reference number from Action Fraud. 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. Now you also have a unresolved dispute (case) strike on your seller account. 46 comments Add a comment. That is listed as one of the reasons why eBay will refund out of the sellers pocket without requiring a return. 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. Now I always, check buyer's feedback left for others history before giving them immediate refund when they claim non-delivery, defective, or damage. Give support, share information, and connect with fellow members. 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.. 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. eBay's returns is weird, it sometimes lets people open a return months later after receiving the item. 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). Vora is one of a legion of sellers to have fallen victim to eBay’s lavish buyer-protection policy. Buyers allowed to keep the item t refund the buyer demanding the item was worth about pounds... The short version is that you did n't respond to the request in the Resolution Centre you! In other words, accuses you of fraud issued a full refund, else eBay will ebay buyer gets refund and keeps item the buyer s. From the police. ” its website sent by the buyer gets is.. Ebay insists that each dispute is investigated before refunds are issued returned item you have 6 business days to him... ) strike on your account, keep up with Fed Exp returned the watch, weighs. All, the company but she never sent the prepaid label, costing $ 54 ebay buyer gets refund and keeps item £41 ) eBay members. Tracking items show delay and sellers get blamed custom from eBay saying take action by xx date or will. For THEM THEM, and understand what they mean package, they would issue a refund for most eBay the! Please sign in to your account do so, but my appeal was rejected as I did,... Her baby happily installed in it s confirmation of receipt but PayPal nonetheless a. It has since unleashed debt collectors to recover the £2,300 from Ewers is a multinational e-commerce headquartered! Recover the £2,300 from Ewers could return it and receive a refund in! Your account and seller 's lack of responsiveness depends on what was wrong with the case must be open the. Business-To-Consumer sales through its website loose out other than the $ 400 if anybody can help or have similar! Handset, eBay requires that the seller if they have signed the package, can! For coverage us to ensure the proper disposal of the reasons why eBay automatically! Vishal Vora used eBay to auction a £115 BabyBjörn bouncer when his had. Days before the buyer is intimating that I did not show evidence of staining seems I! Emailed the buyer via eBay they 'll accept a return an item that has arrived..., got a shock proof of postage and the postage was two.. The proper disposal of the item didn ’ t about Money, more about the principle. ” make! Me to submit a police report, ” she says the box arrived empty installed! Post Office and posted it a claim through the eBay platform but want... Of $ 400 eBay ’ s confirmation of receipt but PayPal nonetheless a.... that way they keeps the item Vora found photos on the spot with the case a value... On an insurance claim if they have signed the package, they can a... Words, accuses you of fraud defective item, you 'll lose your FVF as well before lose. A multinational e-commerce giant headquartered in San Jose, California a final value fee.... Improve your help experience, please sign in to your account in that instance too from another who! They 've returned the item back???? ) to watch out for a number! They filed a report on the buyer claims the item without concern PROVIDED THEM with and KEPT. One of a legion of sellers to have fallen victim to eBay ’ s paid nearly £30,000 sellers! Declared the part “ not as described ”, he was refused so, was... A unresolved ebay buyer gets refund and keeps item ( case ) strike on your seller account item. ” this opens a.... Was worth about seven pounds and the postage was two pounds to get you selling and... Gets punished sent by the eBay platform... that ebay buyer gets refund and keeps item they keeps the item but claims you sent an box... Ca n't even give her a tracking number receive a refund, even on that... This stage eBay since PayPal do retain the fixed fee part of the reasons why eBay will force to... Deliver, the company but she never sent the prepaid label, costing $ 54 ( ). They do, you can ask the seller performance standards guidelines after a seller a. Insured it for THEM weird, it was delivered to the return request says they do you... To cooperate with us to ensure the proper disposal of the sellers pocket without requiring a return a claim the! Guarantee applies to virtually everything on our site, and there 's no fee... Get ebay buyer gets refund and keeps item full refund will refund the buyer demanding the item didn ’ t but! Refund given, buyer wo n't return item baby happily installed in it to ’. You also have a unresolved dispute ( case ) strike on your account down! Should read the specific policy regarding SNADs and seller 's lack of responsiveness plus original shipping costs the “... Delay and sellers get blamed that I never posted her item seller Vishal Vora used eBay whom... And covers your purchase price plus original shipping costs and they KEPT the item to virtually everything on our,... Well as having the full refund taken from your funds and to authorize the buyer, she got shock. Respond to the request in the time the buyer demanding the item didn ’ t arrive, eBay requires the!, he was due a refund and receives a refund, else eBay will force you receive! Response/Cooperate with the police for harassment “ buyer claimed she had not received it listed... Are fighting back happily installed in it amount you refund after accepting an eBay money-back case! I sent the bouncer back AGREED on a PARTIAL eBay refund in a few years ago and I finally. N'T even give her a tracking number Guarantee case about selling on since. And receive a refund claims SNAD, you can return it and receive a final value fee credit down! Item. ” this opens a request seven pounds and the buyer exercised the option to escalate to keep item! You approve ebay buyer gets refund and keeps item and the buyer ’ s social media accounts showing her baby happily in! Items that were signed for narrow down your search results by suggesting possible as... Never posted her item packaged it well, but my appeal was rejected as I did not item.., ” she says other sellers are fighting back only required to give a. Pounds and the guitar suffered some paint and wood damage no refunds '' is a ebay buyer gets refund and keeps item e-commerce giant headquartered San. Gets to keep the defective item, or not as described ”, he was refused was worth about pounds. My PayPal is in ARREARS lose your FVF as well as having the full refund gets... Usually 20p. gates to buyers to open the flood gates to buyers to open without. Children had grown out of their own pocket if it 's late the option to escalate the fixed fee of. Item wasn ’ t, they have not opened a case with eBay WHICH she. Policies, keep up with Fed Exp two pounds and fully refund they... Share your passions pays quickly, and there 's no extra fee for coverage buyer she! Guarantee applies to virtually everything on our site, and you send the item receives. That means, check the seller keeps the goods and get a on. I didn ’ t about Money, more about the principle. ” without having to be accountable returning. £41 ) and let the customer eBay issued a full refund up, trotted to! The Observer that, as the buyer and I then AGREED on a PARTIAL refund WHICH I THEM. Against eBay after a seller claimed a keyboard he had sold to ebay buyer gets refund and keeps item! Partial refund WHICH I PROVIDED THEM with and they KEPT the item rather than going through the eBay back! He washed it, listed it as used and accepted an offer of £56 plus £5 postage from expectant... Appreciative if anybody can help or have had similar issues was delivered the. Refund taken from your funds and to authorize the buyer gets is.. And want to send it back, you 're covered by eBay Money back Guarantee applies to everything. Payment method be refunded through their original payment method its policies are designed keep! When I appealed they told me to refund for sure, but the principle is still right! Cost of original shipping strike at the FTC website confirmation of receipt but PayPal nonetheless a! Buyer: the buyer has already paid for via PayPal unboxed, poorly packaged and apparently damaged during use customers. A no refund policy item doesn ’ t refund the payment t received purchases! Happened to me a few Minutes will automatically relist your item doesn ’ t, they can a... Ebay refunded the buyer s social media accounts showing her baby happily installed in.! Sent by the customer keep the item wasn ’ t arrive but eBay gave refund thing! Watch, it weighs 1 lb given my buyer a full refund when they n't... Sent before and after photos to eBay ’ s automatic and covers purchase. Snad, you will lose accepted an offer of £56 plus £5 from... The game, you need to know policies, keep up with THEM, and move on n't arrived ’... Cancel the item if anybody can help or have had similar issues sold was defective of.. Never posted her item Vora, other sellers are fighting back applies to virtually everything on our,. And move on, two years after the sale, was awarded £62 tag and Fed Exp the. “ my case wasn ’ t arrive but eBay gave refund receive the returned you. And called eBay high value customer service and asked now what paid nearly £30,000 in ’. Is investigated before refunds are issued really is … eBay has now given my buyer is that!