Return from buyer

Question

Iâ€™m new to selling on eBay. Buyer messaged that item was broken upon arrival. Found this on helpâ€¦

How to ask eBay to step in and help in

Seller Hub

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Give

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Go to Orders in Seller Hub and open th Returns or the Requests and disputes tab.
Select See details next to the request.
If you want us to help, select Report problem and follow the instructions from there.

Cannot find returns or requests tabs in â€œorders â€œ

Please help!

mudshark61369 · Answer

@ca_374467 ,

If the buyer only sent you a message mentioning a return. Reply and tell them they need to go to their purchase history click on the More actions button, select return item then choose the reason for the return. After they do that, then you will find the Return Request in your hub. YOu might also want to tell them if they would like to know more about returns on ebay, to open the listing and look under the payment icons for the Shop with confidence header and click on the learn more button.

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mr_lincoln · Answer

Hi @ca_374467

-First - ceramics and glass ware have to be packed extremely well to avoid damage in shipment.

-Ask the Buyer to send you pictures of the item and shipping box for your records and then wait.

-To get a return or refund Buyers have to file an official claim through eBay. Knowing you are a new Seller the Buyer could just be fishing for a free item thinking you might cave and simply refund them. If they file a return claim accept it and send them a return shipping label.

-Your No returns accepted policy has limitations in case you didn't know. It happens to be the Default return policy on eBay listing tools and sends the WRONG message to new Sellers. Many think they are immune to returns when the truth is something entirely different. Buyers are protected by the eBay Money Back Guarantee, you should become familiar with that: eBay Money Back Guarantee policy

-You need to consider Accepting returns for the future.

-I see you use USPS Ground Advantage which has $ 100 built in Insurance but if you want to file an insurance claim if you think USPS damaged you items the Buyer will have to keep the original package and item in case USPS wants to inspect them before issuing a claim payment OR reject the claim if they determine the item was inadequately packed. This winds up being an inconvenience for customers and no guarantee that you will get your money for the item returned to you.

rfmtm · Answer

You are confused. The buyer opens the Return Request. You approve it and select ebay to send a return label, if you want you item back before refunding. It is the buyer that can ask ebay to step in if you do not either send the return label or refund within 3 days, in which case ebay will refund the buyer without requiring a return.