eBay's guarantee contains loopholes ; Some of the dispute resolution is carried out by a computer By Sam Dunn For Money Mail. Using other programmes to address a concern, Fraudulent claims and abusive buyer behaviour. Purchases are covered by the eBay Money Back Guarantee when all of the following are true: Sellers are subject to this policy even if the transaction was completed on another eBay site. Exceptions include eBay shipping programmes such as the Global Shipping Programme and eBay international standard delivery, Vehicles, Real Estate, Business & Websites for Sale, Digital Content, Intangible Goods, Classified Ads, Services, and some Business Equipment categories, Collection items damaged during shipment when shipment arranged by the buyer, Items collected by a third party on behalf of the buyer. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. Learn more about, We can't determine that the item received by the buyer matches the listing description, even if the seller doesn't offer returns, or, The seller's stated return window and policy applies, or, The seller has already offered to accept a return, Buyers may be liable for any loss in value of the item if this loss in value is attributed to a handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. Sellers receive a credit for an item’s final value fee if they resolve an MBG issue (not received/not as described) without the involvement of eBay. Learn more about. This extra time allows us to take into consideration the buyer's location, the postal service used, a seller's extended return window, national holidays (e.g. The seller has 3 full business days from the report date to respond to the buyer or offer a solution. View cart for details. bsal as long as the dispute is opened before the 45th day you can wait up to 20 days to escalate to a claim, effectively giving the item 65 days to arrive. The seller is required to reimburse eBay for the amount of the refund. Ebay’s main protection for buyers is its Money Back Guarantee service. We may provide buyers and sellers with access to each other's names, usernames, contact information and other information related to a request. eBay Money Back Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. The seller has not responded to a return request, chooses not to accept a return request for a not as described item, or has not provided a return postage label or another return method. The seller has 3 business days from the report to respond to the buyer or offer a solution. Note that in some circumstances, eBay may accept the return automatically on the seller's behalf. 4 min article; Tracking your item . If the item you're returning isn't in the same condition as it was when you received it, or if it gets damaged in transit, the seller may only give you a partial refund. If a seller chooses to offer the buyer an untracked return label and eBay is asked to step in and help, the buyer will not be required to provide proof of delivery or signature confirmation. When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved. Enter your search term to display live search results. For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described when the item is considered final sale. We’ve got your back In order to be protected by eBay Money Back Guarantee, certain payment methods must be used and all eligibility requirements and deadlines must be met. Your order arrives, but it's significantly different than it was described. After a buyer reports that they didn't receive an item or requests a return, or asks eBay to step in and help, a seller's funds may be held by eBay as outlined in the eBay Payments Terms of Use, or held by PayPal as outlined in the PayPal User Agreement - opens in new window or tab. eBay’s Money Back Guarantee. After selecting a resolution process (eBay Money Back Guarantee, PayPal Buyer Protection, or requesting a chargeback from their payment provider) a buyer is required to use that process for the duration of the case. There are several ways you can send an item back to the seller. When we give the buyer a partial refund, we don't ask them to return the item. When we have no information about the estimated delivery date, we consider the latest estimated delivery date to be 7 days from the payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries. Learn more about invoice fee credits. You can count on hearing from us within. Additional site navigation. Tracking is required to confirm the item has been returned to the seller. What happens if the seller doesn't respond or won't give me a refund? Returning the item using the postage label or other reasonable return method supplied by the seller, Returning the item in the same condition in which it was received – see our, The seller authorised the buyer to use an eBay return label. by: Rexford : Tue May 3 17:00:33 2016: Glad to see the Guardian reporting on this. Buyers can't use more than one resolution method to get a refund. To maintain that trust, we expect all members to treat each other with respect. We require the seller to reimburse us for the amount. When does eBay Money Back Guarantee apply? Delivery timeframes Ebay sides with the buyer and is now forcing me to return the item even though it's exactly as it was described in the auction. The buyer reports that they didn't receive an item or requests a return within the. Resolving buying problems. In most cases, if you issue a full refund to the buyer before we're asked to step in, we'll credit your final value fee. After confirming that the item was returned to the seller, we refund the cost of the item (less any loss in the item value, if the item is returned after it was used or damaged by the buyer) and original postage to the buyer. Your transaction's only protected by eBay Money Back Guarantee if you paid via eBay checkout or an eBay invoice, using an eligible payment method. You’re covered by eBay Money Back Guarantee on eBay.com.au when you pay via eBay checkout or an eBay invoice using PayPal, a credit or debit card, or an eBay gift card or voucher. Information required to prove a successful delivery is all of the following: If we determine that the item wasn't successfully delivered, the buyer will be refunded the full cost of the item and original postage. eBays Money Back Guarantee . If I refund a buyer, will I get a credit for my final value fee? Insertion fees and other eBay fees aren't refunded, though. When the seller uploads tracking information, you can follow your package online all the way to your delivery address. In most cases, you'll be covered by eBay Money Back Guarantee. Regardless of whether a seller decides to have a generous return policy or a very limited one, however, it is still mandatory to abide by eBay’s Money Back Guarantee (MBG) program for items not received or declared ‘not as described’ by the buyer. When a seller lists an item for sale with an international shipping option (such as worldwide shipping), it may result in the item being sold to a buyer on an eBay site other than the seller's original listing site. You'll get your money back. If a buyer does not post the return by that date, we may close the return. If you didn't get your item, you're covered under eBay Money Back Guarantee. Contact eBay within 30days of delivery and claim it doesn’t fit the description. Either eBay will generate a return postage label or the seller can provide a label or offer another return method that is acceptable to the buyer. In some cases we may automatically accept a return request on the seller's behalf. You can use Money Back Guarantee up to 30 days after you received your item (or when you should have received it). Cancelling a transaction. If a buyer files a PayPal Buyer Protection dispute, the buyer can't open an eBay Money Back Guarantee request for the same transaction. You can find more information in our policy below. Buyers who engage in activity as described in the Abusive buyer policy may be subject to a range of actions, including the loss of eBay Money Back Guarantee coverage, issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, and account suspension. We require the seller to reimburse us for the full refund amount. There are a variety of scenarios that meet this condition, for instance: You received a completely different item. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee. (Note that for purchases paid using Afterpay, Afterpay will then refund the buyer's card and/or adjust their repayment plan accordingly.). For items shipped through the Global Shipping Program, the. The buyer must have completed the purchase on eBay.com.au via checkout or an eBay invoice and paid with one of the following payment methods: Items paid for using any payment method not listed above, including offline payment methods such as bank transfer, cash, money/postal orders, escrow services, Purchases where the buyer selected Click & Collect from a retailer's store as the delivery option, The buyer selected Click & Collect from a Parcelpoint or Hubbed location as the delivery option; however, did not collect the parcel after being notified that it had arrived, A local pickup item was damaged during pickup, The buyer arranged courier pickup or freight delivery of the item. Use TAB key to navigate results. Due to increased demand and restrictions implemented to reduce the spread of COVID-19, items may take longer to reach you. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. Charge the refund amount to your payout bank account, or other payment methods on file. Extended timelines for eBay Money Back Guarantee coverage. To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee. The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay. Find out more about reimbursement. Conditions and exclusions apply, so for all the details of how the eBay Money Back guarantee works, please see our full policy guidelines below. When the seller uploads tracking information, you can follow your package online all the way to your delivery address. Your requests and cases. You can also find further details about reimbursements in our User Agreement. We'll review the details of your case and make a decision within 48 hours. Buyer protection may be available to buyers who have purchased items on the below eBay sites. Generally, the buyer is responsible for accepting the item when it arrives. We refund the buyer for the full cost of the item and original postage, and the seller reimburses us for the refund. If the buyer refuses delivery, their claim is not eligible for eBay Money Back Guarantee. Where eBay doesn't manage the payment, the seller agrees to authorise eBay to collect reimbursement from their PayPal account. If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address (as displayed on the 'Order details' page), or proof of collection by the buyer. Resolving selling problems. How to get a Full Refund from Ebay Australia and on Paypal for Item Not Received. Buyers can't use more than one resolution method to get a refund. If the seller sent a replacement or exchange and the buyer has not posted the original item back within 30 days of the buyer starting the return, we charge the buyer for the replacement or exchange. If a buyer doesn't wish to receive their refund into a PayPal account, we ask the buyer to contact Customer Service to discuss refund options. An item isn't significantly as described in the listing, or. If the buyer doesn't ask us to step in and help within 21 business days of reporting that they didn't receive/were unable to collect an item, the request closes automatically. For collected items the latest estimated collection date will be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries. Insertion fees and other eBay fees aren't refunded. If the seller does not respond or offer a solution, the buyer can ask us to step in and help. This program is free on all eligible capital equipment transactions completed on the eBay Business site with a final price of at least $1,000. 3. If we are asked to step in and help and we determine that the buyer is owed a refund, the seller authorises eBay to reverse the funds to reimburse the buyer, and if such funds are unavailable or insufficient, the seller agrees to reimburse eBay for any amount eBay refunds to the buyer, as outlined in our User Agreement. the seller's stated return window and policy applies. For all the details of how the eBay Money Back Guarantee works, please see our full policy guidelines below. To maintain that trust, we expect all members to treat each other with respect. The seller should address the buyer's concern and offer a solution, such as accepting a return or offering a replacement or refund. 48 hours. Signature confirmation is required for returns of items with a total cost of $750 or more. If asked to step in and help, we may ask the buyer to return the item to the seller if: When an item is returned because it doesn't match the listing, the return postage is the seller's responsibility. In some cases, eBay may step in without the buyer asking. What to do when a buyer doesn't pay. 3 min article; Tracking your item. 1 min article ; Check the status of your return or missing item request. Buyers and sellers can appeal by providing appropriate documentation within 30 days from when we make a decision about a transaction issue. Learn more about, If the buyer doesn't ask us to step in and help within 21 business days of starting a request for a return where no tracking information is uploaded (or the timelines described if a refund or replacement isn't received), the request closes automatically, A buyer opening duplicate requests using other programmes, A buyer colluding with a seller to wrongly declare an item's value for customs, A buyer filing a chargeback after receiving a refund, A buyer claiming an item was not received when there is proof of delivery to the buyer's address on the, A buyer falsely claiming an item was not as described, A buyer returning an item other than the original item received, A buyer using or damaging an item and then returning it, Buyers and sellers permit us to make final decisions about all cases, including appeals, We may provide buyers and sellers access to each other's names, usernames, contact information, and other information relating to a request, When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved, The eBay Money Back Guarantee is not a product warranty, In some situations, we may open a request on behalf of the buyer. If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. If eBay is asked to step in and help, the seller will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged by the buyer. Most purchases are covered under the eBay Money Back Guarantee. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries. After 30 days, file for PayPal Purchase Protection in your PayPal account. If neither the buyer nor the seller asks us to step in within 21 business days of reporting that they didn't receive an item, the request closes automatically. Amount on your monthly eBay invoice do this, we may assist with until. 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