Activity that is not allowed includes, but is not limited to: For more information on consequences, see the Abusing eBay section of the User Agreement. 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. eBay provided a return label to the buyer because the seller hadn't provided a return method. eBay’s Money Back Guarantee. Something went wrong. 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. About eBay; Announcements; Community; … Follow these steps to get your refund. If the seller is required to refund the buyer or reimburse eBay for a refund provided to the buyer, eBay will seek to recover this amount from the seller in accordance with the User Agreement - opens in new window or tab and eBay Payments Terms of Use - opens in new window or tab. 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. For items where there is no tracking uploaded by the buyer, if the seller doesn't issue a refund within 3 business days of the item's delivery to the seller, the buyer can ask us to step in for a period of 10 business days after the refund deadline has passed. A buyer must request a return no later than 30 days after the collection date or the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window, The seller has 3 business days from the request to respond to the buyer with a solution. When the seller uploads tracking information, you can follow your package online all the way to your delivery address. In regard with application of eBay Money Back Guarantee policy, "not matched" or "not as described" means "significantly does not match" or "significantly not as described". Most transactions on eBay.co.uk are covered by the eBay Money Back Guarantee. The seller will be required to reimburse us for such refunds. We reserve the right to seek reimbursement from the seller if a buyer successfully appeals. The seller will be required to reimburse us for such refunds. If a buyer files a PayPal Buyer Protection dispute, the buyer can't open an eBay Money Back Guarantee request for the same transaction. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. The eBay Money Back Guarantee is not a product warranty, and does not replace your Australian Consumer Law rights. 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. If a buyer receives an item that doesn't significantly match the way it was described in the listing, the buyer needs to request a return. After confirming that the item was returned to the seller, we will refund the full cost of the item and original postage to the buyer. 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. 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. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund. When does eBay Money Back Guarantee apply? Enter your search term to display live search results. In some limited situations, we may extend the period of time in which a buyer is eligible for the eBay Money Back Guarantee. Learn more about reimbursement. We require the seller to reimburse us for the amount. When a buyer and seller don't speak the same language, we may assist with communication until the issue is resolved. Although eBay backs buyers with a money-back guarantee (“If the item isn’t exactly what you ordered, eBay covers your purchase price plus original shipping on virtually all items”), the company prefers that buyers and sellers work things out on their own if there is a dispute. Buyers can ask us to step in and help if: Sellers can also ask us to step in and help. Enter your search term to display live search results. One thing I want to get is a Halo reach legendary edition with it's downloadable codes (let's not talk about the item, just keep it about eBay) included, and if I didnt receive such codes, would the money back guarantee … You can also find further details about reimbursements in our User Agreement. In such cases, we refund the buyer for the full cost of the item and original postage, and the seller reimburses us for the refund. We work with sellers to ensure that buyers either get the item they paid for or get their money back. As described in this policy, if eBay is asked to step in and help, we may determine that the seller is responsible for providing a refund to the buyer. For all the details of how the eBay Money Back Guarantee works, please see our full policy guidelines below. 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 item arrived after the estimated delivery date. What to do when you don't receive your item or it's not as described. When we extend a timeline for eBay Money Back Guarantee coverage, if the seller is responsible for requests opened during the extended timeline, we may make an announcement on eBay.com.au - opens in new window or tab. For more information on international selling see our International selling policy. Deduct the refund amount from your funds awaiting payout, or. For more information, see our Condition of returned items policy. 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. A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window. If you bought the item on ebay.com, the deadline to open an Item Not Received case on ebay is 30 days after the last estimated delivery date. 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. All you have to do is log in to your account and open a dispute to get the refund process started. The seller doesn't fulfil their return policy as stated in the listing. Item not received. If I refund a buyer, will I get a credit for my final value fee? Using other programmes to address a concern, Fraudulent claims and abusive buyer behaviour. 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. Learn more about, The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in transit, The item arrived cash on delivery (COD) because it didn't have enough postage on it. Buyers and sellers have an opportunity within 30 days from when we make a decision about a transaction issue to appeal the decision by providing appropriate documentation. Mess with it. Place the refund amount on your monthly eBay invoice, which is then charged to your automated payment method on file. The seller should address the buyer's concern and offer a solution, such as accepting a return or offering a replacement or refund. Insertion fees and other eBay fees aren't refunded. *In order to be protected by eBay Money Back Guarantee certain payment methods must be used and … Use TAB key to navigate results. 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. If reimbursement is unsuccessful, the seller agrees to allow eBay to charge their reimbursement or automatic payment method, or any other payment instrument on file for amounts refunded to the buyer. Copyright © 1995-2020 eBay Inc. All Rights Reserved. There are a variety of scenarios that meet this condition, for instance: You received a completely different item. When the buyer arranges delivery or picks up the item, we may not refund the cost of original postage or pickup. If the buyer doesn't receive a response and a solution, or returns the item but doesn't receive a refund or replacement from the seller, 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. This includes situations in which a seller is suspended for fraudulent activity. If eBay steps in, we review the information provided by the buyer and seller for evidence of successful delivery to the buyer. Resolving buying problems. 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. The seller must have uploaded the tracking information for the item on to the site before the buyer asks us to step in and help for it to be considered. 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. Our eBay Money Back Guarantee applies to virtually everything on our site, and there's no extra fee for coverage. In most cases, you'll be covered by eBay Money Back Guarantee. Extended timelines for eBay Money Back Guarantee coverage. eBay Money Back Guarantee policy. 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? 3 min article; Tracking your item. 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. If a buyer does not post the return by that date, we may close the return. In addition, we reserve the right to indefinitely suspend the buyer's coverage under the eBay Money Back Guarantee. The seller has 3 business days from the report to respond to the buyer or offer a solution. Most transactions on eBay.com.au are covered by eBay Money Back Guarantee. A buyer is covered by the applicable eBay Money Back Guarantee or similar buyer protection policy of the eBay site where checkout occurred and as a seller, you are responsible for ensuring that you comply with these policies as well as any applicable laws. Does the ebay money back guarantee work? Find out more about reimbursement. Report a problem with a buyer . eBays Money Back Guarantee . Most eBay sales go smoothly, but if there's a problem with a purchase, the eBay Money Back Guarantee helps buyers and sellers communicate and resolve issues. 48 hours. Learn more about reimbursement. Sign in to see your requests and cases. For more information, see our article on Additional support during COVID-19 for buyers and sellers. The buyer is responsible for paying any customs and duty fees for international postage. Extended timelines for eBay Money Back Guarantee coverage. Providing a return postage label or another return method that is acceptable to the buyer, Accepting the return at their specified return address. Play with it. If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. eBay may place the amount refunded to the buyer on their invoice subject to their automatic payment method. If a seller issues a buyer a full refund before we're asked to step in and help, we credit the seller's 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. 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. The seller will remain obligated to pay eBay for all unpaid amounts and eBay reserves the right to seek reimbursement through other means. Christmas), or delays due to circumstances such as a natural disaster, national emergency, labour strike, or governmental act or other instances such as fraud. When we first made the announcement in August that eBay Money Back Guarantee was coming to eBay.ca, we let sellers know more information would be made available before the launch. eBay's guarantee contains loopholes ; Some of the dispute resolution is carried out by a computer By Sam Dunn For Money Mail. We require the seller to reimburse us for the full refund amount. What to do when a buyer doesn't pay. We may provide buyers and sellers with access to each other's names, usernames, contact information and other information related to a request. the seller's stated return window and policy applies. Learn more about signature confirmation requirements. It covers most types of items but excludes vehicles, real estate, websites and businesses for sale, services, tickets, digital goods and intangibles, as well as Classified Ad listings. If a buyer receives an item that doesn't match the listing, the buyer needs to submit a request to return the item. You buy an item. Under eBay’s Money Back Guarantee, a buyer can ask eBay to intervene if their purchase doesn’t arrive or isn’t as described, and the seller doesn’t offer resolution within a week. The following excluded categories and listing types: Real Estate, Websites & Business for Sale, Tickets, Digital Goods and Intangibles (with the exception of digital gift cards). Additional site navigation. 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. You can count on hearing from us within. If the seller sends funds to the buyer to purchase their own shipping label, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item. In these situations, we refund the buyer and may seek reimbursement from the seller if, for example: Alternatively, with the buyer's consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item that was received. What happens if the seller doesn't respond or won't give me a refund? Published: 19:12 EST, 5 May 2015 | Updated: 11:34 EST, 6 May 2015 . The seller may be required to reimburse eBay for the partial refund. If the buyer refuses delivery, their claim is not eligible for eBay Money Back Guarantee. One of the foundations of the eBay experience is the level of trust between all members of the eBay community. Most purchases are covered under the eBay 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. {"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}}. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. We may refund the buyer and seek reimbursement from the seller, without requiring the buyer to return the item, if the item does not match the listing or the seller's return policy applies and the seller: We recommend using a tracked postage service for all returned items. When we give the buyer a partial refund, we don't ask them to return the item.