In some cases, we may not require that an item be returned to the seller. Sellers receive a credit for an itemâs final value fee if they resolve an MBG issue (not received/not as described) without the involvement of eBay. You buy an item. What happens if the seller doesn't respond or won't give me a refund? Ebayâs main protection for buyers is its Money Back Guarantee service. If the payment was not processed by eBay and we are unable to refund to the original payment method we will refund to the buyer's PayPal account. The seller doesn't respond to the return request within the, The seller doesn't provide a return postage label or offer another acceptable solution. If I paid for my purchase with PayPal and something goes wrong, should I file a PayPal Purchase Protection request or an eBay Money Back Guarantee request? If a buyer files a PayPal Buyer Protection dispute, the buyer can't open an eBay Money Back Guarantee request for the same transaction. Most transactions on eBay.com.au are covered by eBay Money Back Guarantee. 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. Sellers must comply with these policies if they sell into countries where they apply: To help make buying on eBay a safe and enjoyable experience, we've put in place a number of policies and guidelines. When a return postage label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label. Information required to prove a successful on-time delivery is all of the following: If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original postage. If you didn't get your item, you're covered under eBay Money Back Guarantee. If I refund a buyer, will I get a credit for my final value fee? Note that in some circumstances, eBay may accept the return automatically on the seller's behalf. Extended timelines for eBay Money Back Guarantee coverage. If the seller does not respond at all, or does not provide a return postage label or another acceptable solution, the buyer can ask us to step in and help. 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. The seller can opt-out of PayPal reimbursement by contacting PayPal. A delivery status of "delivered" (or equivalent in the country to which the item was delivered); The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the 'Order details' page; and, Signature confirmation, if the total order cost (total of item(s), postage and tax) is £450 or more. A buyer opening duplicate requests using other buyer protection programs, A buyer colluding with a seller to misdeclare an item's value for customs, A buyer filing a chargeback after receiving a refund, A buyer claiming an item was not received when the, A buyer falsely claiming an item was not as described, A buyer returning an item other than the original item received. We require the seller to reimburse us for the amount. 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. What to do when a buyer doesn't pay. The item was sent to another address after delivery to the address specified in the eBay order details. Buyers can use the eBay Money Back Guarantee process when: Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help. If the seller does not respond or offer a solution, the buyer can ask us to step in and help. The seller should address the buyer's concern and provide a postage label so that the buyer can return the item for a replacement or refund, or otherwise offer another solution such as allowing the buyer to keep the item and providing a full or partial refund. For more information, see our article on Additional support during COVID-19 for buyers and sellers. We require the seller to reimburse us for the full refund amount. 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. The buyer agrees to cooperate with us to ensure the proper disposal of the item. eBay Money Back Guarantee means you're protected if the item you ordered didn't arrive, is faulty or damaged, or doesn't match the listing description. When we have no information about actual delivery date, we use the latest estimated delivery date. 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. This may include situations in which a seller is suspended for fraudulent activity, We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement. 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. 4 min article; Tracking your item . 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. The programme is designed to protect purchases that are usually sent by post â over 99% of listings on eBay. Which payment methods are eligible for eBay Money Back Guarantee? the seller has already offered a return, or. What happens if the seller doesn't respond or won't give me a refund? We reserve the right to correct any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement. A delivery status of "delivered" (or equivalent in the country to which the item was delivered); The recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the address in the eBay order details; and, Signature confirmation, if the total order cost (value of item(s), postage costs and any applicable tax) of $750 or more. If the seller is responsible for providing means of return postage and does not upload a label, we may wait up to 35 business days from the date the return was accepted before closing the return. 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. For items purchased prior to September 1, 2017, your capital equipment purchase is protected for up to $50,000 or the equipment purchase price, whichever is lower. When an item isn't significantly as described, Using other programs to address a concern, Fraudulent claims and abusive buyer behaviour, Additional support during COVID-19 for buyers and sellers, Global Shipping Program's terms and conditions for buyers. The seller will remain obligated to pay eBay for all unpaid amounts and eBay reserves the right to seek reimbursement through other means. 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. There are several ways you can send an item back to the seller. When does eBay Money Back Guarantee apply? eBayâs Money Back Guarantee. If the buyer doesn't receive a response from the seller or isn't happy with their response, the buyer can ask us to step in and help. Instruct PayPal to reverse the original transaction, or, Instruct PayPal to deduct the refund amount from your PayPal balance, or. To help do this, we’ve put in place a number of policies and guidelines to protect our users. For items where the buyer has uploaded tracking, if the seller doesn't issue a refund within 3 business days of the item's delivery to the seller, we will automatically issue the buyer a full refund on the seller's behalf. Most eBay sales go smoothly, but if there's a problem with a purchase, the eBay Money Back Guarantee ensures that buyers receive the item they ordered, or get their money back. Please note - if the seller promises returns or refunds in the listing description but fails to deliver this promise, the listing as a whole will be treated as being "Not as Described" and treated in accordance with the eBay Money Back Guarantee for this purpose, Transactions paid with any offline payment methods (examples: cash, money/postal orders, bank transfers, escrow services), Items sent to another address after original delivery, or when a buyer uses a freight forwarder. The purchases were made on eBay.co.uk via checkout or an eBay invoice and paid with one of the following payment methods within the checkout process on eBay: The items were paid for in a single payment, including payments with PayPal Credit, Items collected in person are covered, provided all of the above conditions are met, Buyer's remorse or any reason other than not receiving an item or receiving an item that isn't as described in the listing (see the seller's return policy for returns options). Insertion fees and other eBay fees aren't refunded. Contact eBay within 30days of delivery and claim it doesnât fit the description. In some situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. The seller will be required to reimburse us for such refunds. 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 eBayâs Money Back Guarantee (MBG) program for items not received or declared ânot as describedâ by the buyer. A buyer can report in My eBay that they didn't receive an item once the latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date. How to get a Full Refund from Ebay Australia and on Paypal for Item Not Received. If a buyer files a chargeback or a PayPal Buyer Protection dispute, any cases opened through eBay Money Back Guarantee for the same transaction are immediately closed. Additional site navigation. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. 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