mam98031 • Volunteer Community Member • Buyer/Seller since 1999
PLEASE know I am NOT trying to pick on you or add to your stress. I respect that you are new and clearly didn't know some of this stuff.
It sounds like a comedy [not in the humorous way] errors made by a new seller. They simply just added up to cause the issues.
I'll post the full description for return policies in a minute, but first in short form, A No Return Policy does NOT mean you don't have to refund buyers for defective or items that weren't delivered. The lack of understanding this policy is likely part of your issue. All sellers have to meet or exceed the Money Back Guarantee for buyers with their return policies.
This is a VERY important policy for you to know and understand. It's a long one, so take your time with it, but it is extremely important.
Ebay has had a rule for many years that pertains to New Seller and sellers that have been away from selling for 90+ days. The following is the policy that outlines why you money is likely on hold. So this policy was clearly part of your problems too.
https://export.ebay.com/en/fees-and-payments/payments/payment-holds/
When you were preparing to sell for the first time. You really should have reviewed the policy on HOW to list an item and learn the VERY basics needs of a listing as well as how to process it when it sells. Tracking on a shipment is really important for both the buyer and the seller as you are learning. But had you of done some homework before listing, you likely would have avoided some of these issues.
As to your personal information, Ebay is required by LAW to have that. You should have gone through all of this while setting up your selling account.
Please review the below link carefully. It contains very important information as to how Ebay needs to see the information you provide them on your account. It is likely easier to change your Ebay account to match your bank account if you find there to be a difference.
https://www.ebay.com/sh/fin/dlp
https://www.ebay.com/help/selling/getting-paid/registering-seller?id=4792
https://community.ebay.com/t5/Payments-Resources/Have-questions-about-payments-Check-out-this-post-f...
For ALL orders you have been paid for, you need to SHIP the product to the buyers ASAP. You still need to ship the items if you have any hope of working out the issues you are having on your account. Do NOT delay.
The return policies options are as follows.
- No Returns
- 30 day returns w/ buyer pays shipping
- 60 day returns w/ buyer pays shipping
- 30 day returns w/ seller pays shipping, AKA Free Returns
- 60 day returns w/ seller pays shipping. AKA Free Returns
- 14 Day returns in certain categories
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to, they can accept the return and have the buyer pay the return shipping. If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
