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买家下单、付款之后，我就把iPhone 6s发给他了。我通过ebay打印了shipping label，这样邮件的跟踪信息就会自动上传。后来买家跟我说他没收到货，可是证据显示快递已送达，我看得很清楚（我确定自己有发货）。现在该怎么办？
追踪数据显示包裹已交付，这对你还是挺有利的。让买家去问一下那些可能会帮他收快递的人，比如邻居、室友，他们收了以后帮他保管着，然后忘了跟他说，这种情况也是有可能的。如果没有，那包裹可能被偷了，建议他报警（毕竟肾6s价格不低。。。）
虽然追踪信息显示快递送到了，但是说服力还不够，因为tracking是根据邮编来追踪的，而不是收货地址。ebay可能会怀疑卖家故意把包裹寄到另外一个地址（这个地址跟买家住址的邮编相同）。
你去联系一下carrier，看他们怎么说
快去跟ebay的customer service说这件事，把跟踪信息给他们看，让他们升级这个case，然后帮你解决。
iPhone很贵，所以骗子很喜欢把这类卖家作为敲诈的目标
让买家去问问周围的人有没有收快递，不要退钱给他，跟他说如果快递还是找不到，你会帮他向警方提交报告，说明邮件被偷的情况。
楼主，你是不是根据paypal的“Transaction Detail（交易详情）”页面上显示的地址发货的？你需要通过ebay的messaging system确认一下买家的收货地址与Transaction Detail页面显示的地址是否一致
让买家去邮局确认一下包裹投递了没有（这一步很关键，很多人都忽略了，其实效果很好）
如果别人没帮他收快递，那你跟他说，你会递交一份报告给USPS Postal Inspectors。
这样一来，如果是买家在撒谎，那丢失的包裹一般会被“找到”；就算他没撒谎，包裹的确是丢了，那他也会看到你有帮忙处理问题，这样就好了
为了防止这种事情发生，我一般会投保，然后付signature confirmation的钱。碰到买家说没收到货的情况，我就有证据证明快递已签收，买家的谎言不攻自破
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关注: 10 人ebay纠纷退货，卖家没有给我return label_百度知道
ebay纠纷退货，卖家没有给我return label
我在ebay上买12罐奶粉，收到大部分都破损，我要求退款，然后过几天就发现要我退货，叫我和客人要refund label,可是客人又联系我说不要退货，因为运费很贵，然后还跟我说他不会退我钱的。我6月4日没有退货的话，case就会被关闭，我找不到可以叫ebay step in 的...
卖家好像是说运输有投保，所以保险会赔偿，但是这个要怎么做呢。A refund is not an option because the package is insured.Thus, you have to open a case with Pay Palso this insurance pays for the damage.They say yes I would have shipped the merchandise is defectiveIf you want your money back contact Pay Pal and give them a conflict.
我有更好的答案
意思是他说这个有保险所以不能退款，然后你只能通过贝宝开case. 倒数第二句话不太明白他说他们说我的东西是有点问题？他们是谁？ 如果你想要回你的钱只能给贝宝提供矛盾一类的。这样的情况你完全可以开Case投诉卖家，好像是第二个选项收到货之后与实际有不同还是什么的那个，只能让客服介入。一般客服都会判你赢（你要做的就是提供充足的证据奶粉收到以后惨不忍睹）贝宝一般会把钱返还给你而不是开case退货。退货的话一般都是只能你自己跟卖家协商。另外这个卖家那个保险的话你只能再发邮件问问他能赔偿多少。另外我不明白你前面表达的意思。你要求退款没几天要求你退货（是卖家要求你退货吧，这个是肯定你都要求退款你肯定得给人家把货物退回去啊）然后你顾客说不要退货运费贵还不会退你钱？我不明白都让你返还退货了为啥又给你发那个邮件说不会退你钱？（还是退货是你开case客服要求？）
他说过他不会赔我一分钱的，他叫我去paypal开case，但是paypal开不了case，一直提示我已经开了一个case,叫我到ebay调解中心，到那边也没办法让ebay介入，只有说明可以ask them to step in，但是我后台根本找不到有可以让他们介入的入口，所以我就直接关闭退货的case,然后再去paypal那开case，可是还是提示我已经开了一个case,怎么回事啊
卖家是卖家，虽然ebay是个深水井保护卖家，但是你的情况应该是可以解决的。另外你的第一次争议就开错了，不是退货争议，应该是投诉卖家。(一般胜诉完贝宝会直接把钱返还给你）. 你那个叫他们介入可以点击么？因为现在ebay跟贝宝彻底分成两个公司了 另外你是直邮还是转运的？转运就别想了，即使开了也有很大几率败诉。需要注意的是不管是在Ebay还是paypal，只要开了一个另外一个就开不了，如果你是拿贝宝支付还是得到贝宝去开case . 好像有个时限貌似是45天。。建议你还是尽早咨询贝宝客服，一般都会妥善处理的。
我现在ebay和paypal都开不了，点开争议，就提示如图。都说我已经开了一个纠纷，现在是不是不能再开了，怎么办啊。
采纳率：61%
投诉它？点开卖方主页，上边有店主的联系方式。
bjjbj来了，。老两口面膜，可明明可口可乐了，
你好请及时联系ebay客服，寻求支持
开case后没有解决问题前都不要自己去取消case，而且要注意时间，都是有时间规定的，如果你关闭了case，那么你就无法再另外提出case。你开return,卖家是必须同意的，如果你选择的是卖家付运费，而卖家没有同意或者说卖家在同意后没有在规定的时间发你return lable （也可以和卖家协商另外付运费给你，你自己收到运费后寄回去）（一定要发挂号可以追踪妥投那种），你可以step up. 一般你都能赢！以上有个诚信问题是国人和很多老外都做不到的，在这里呼吁大家：如果是产品问题，要求卖家付退货运费。 如果不是产品问题，请买家选买家付退货运费选项。 在这问题上，很多国内外买家不管是什么原因，基本都是选卖家支付运费的，是非常没有诚信的！！！！你的情况，基于你已经关闭case，只能打电话到ebay看看还能不能让客服step UP了！！一般关了case基本不可以再开，但打电话到ebay客服说明情况还有可能开启，或ebay私底下赔你点！
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eBay returns gives you and your buyers a simple and efficient way to handle returns. Understand the requirements and follow the return process to ensure smooth and professional transactions with your buyers.
The Returns process can be used when:
An item is listed and sold on eBay.co.uk. You specify in the Returns policy section of the listing that you accept returns.You haven't already issued a refund for the transaction through PayPal.A buyer uses the process to start a return within your specified return time frame.A buyer pays for the item with PayPal.& A buyer hasn't opened an eBay Money Back Guarantee (or a PayPal Buyer Protection) case, or requested a refund on the debit or credit card associated with the buyer's PayPal account.A buyer wants a full refund
– not a partial refund, a replacement, or an exchange. A buyer hasn't been suspended from the returns process.An item is listed in a category covered by the .
The eBay returns process
eBay returns lets you give your buyers an efficient way to return an item for a refund.
If you specify in the Returns policy section of a listing that you accept returns, a buyer can start a return for that item for any reason, including changing their mind about a purchase. We'll guide both you and your buyer through the process, step by step.
A buyer starts the return process.
You get an email letting you know that the buyer has started a return. &In addition, funds may be temporarily set aside in your PayPal account for that sale.You review the return request.
&The email allows you to reply to the return request with one of the following actions within 8 calendar days of receiving the request:
Accept the return: Provide the buyer with an eBay generated return postage label or upload your own return postage label to send the item back to you.
Refund the buyer: Issue a refund and allow the buyer to keep the item.
Offer a partial refund: You have one chance to offer a partial refund amount and the buyer keeps the item.Send a message: Reply to the buyer directly. Sending a message to the buyer does not approve the return request.We ask the buyer to return the item to you within 14 working days* from when they first opened the return. The buyer is instructed to pack the item carefully and return it in the same condition as it was received. Learn more about the item condition policy for returns.You provide an RMA number and postage address, if needed.
If you've set your returns preferences to use RMA numbers, multiple return addresses, or both, you'll have 2 working days to provide the information after a buyer starts a return.
If you don't provide an RMA number, the buyer will return the item without one. A unique return ID will be included on the postage label and packing slip. This will allow you to find the item easily in your returns dashboard in My eBay.If you don't provide a specific return postage address as part of your returns automation rules, the buyer will send the item to your primary return postage address.
We'll ask the buyer to& post the item within 14 working days from when they opened the return or from when you provided the information for the return.
You can track the status of a return and specify an RMA and return address in the Returns section of My eBay.The buyer posts the item back to you.
If you chose to use an eBay generated label, we provide the buyer with a return postage label. We'll also give the buyer a packing slip to print and enclose in the return package. On the packing slip is a unique returns ID generated by us, along with the buyer's ID. If you use RMA numbers, they'll be on the packing slip too.
The returns label will use Collect+, Royal Mail or Parcelforce labels based on package weight and your buyer's preference. If an item is being returned because it wasn't as described, we'll default the buyer to the cheapest option available for the package weight. Delivery confirmation is automatically included so you can track the status of the return package.
If you choose to provide your own return postage label, you can upload an image of the label (PNG, JPEG, BMP, GIF, or PDF) with the carrier information and tracking number. When accepting a return, select the “Upload a postage label” option. Upload the image of the label and select the postage carrier. If for some reason the tracking number doesn’t’ appear, please provide the tracking number.&
If you choose to use an untracked return label, your buyer will not be required to provide proof of delivery of the return if eBay is asked to step in and help, and you will be responsible for the reimbursement amount. Learn more about the .
If you fail to send your buyer a return shipping label within the allocated timeframe, eBay may provide the buyer with an eBay generated label instead. You receive the item.
If you're issuing a refund, thoroughly inspect the item to be sure it meets the
before refunding the buyer. You'll need to issue a refund within 6 working days of receiving the returned item. After you've issued a refund, your eBay final value fees will show as a credit on your next seller invoice.
If you don't issue a refund within 6 working days of receiving a returned item, and you haven't reported a returns issue to us, we may ask PayPal to reverse the buyer's payment to refund the amount. If you don't have sufficient funds in your PayPal account to cover the refund, we may refund the buyer and include the refund amount on your seller invoice as a fee, payable through your automatic payment method on file with us.
*Working days are weekdays – Monday to Friday. Saturdays, Sundays, and bank holidays aren't working days.
In some situations, you will have the ability to issue a partial refund where you receive the item back used or damaged. See .
Customising your returns preferences
When you offer a return policy on your items and want to provide your buyers with the best shopping experience possible, you may decide that you’d like eBay to help you in managing some or all aspects of your return requests. Return rules allow you to save time by automating some aspects of the returns process and expediting a refund to your buyer. You can choose which parts of the return approval process you want to automate – and which parts you prefer to do yourself – by setting up and customising your refund and return rules within your Returns preferences. For returns that you’ve automated, we provide the buyer with an eBay generated return postage label.
‘Send a refund’ rule: If you sometimes provide a refund and let the buyer keep an item, you can automate this process. Set up a rule to apply to all returns based on the item’s refund amount and/or return reasons you select.
‘Approve a return’ rule: Expedite your return process by automatically accepting a return request and immediately providing an eBay return shipping label to your buyer. Set up a rule to apply to all returns based on the item’s refund amount and/or return reasons you select.
If you have multiple return addresses or want to create rules that apply to only some of your listings, you can set up Advanced return rules that apply to all listings, listings in a certain category, or to a listing group that you create. You can create up to 500 rules.
Please note, the ‘Approve a return’ rule will not be available for some return requests including:
When the buyer is responsible for the cost of return shipping and the return request is received outside of your return policy
When there is something wrong with the item and the return request is received outside of the eBay Money Back Guarantee policy
When the item needs to be sent back from a buyer located in a country outside the country specified in your primary return shipping address or ‘Approve a return’ rule
When the item was purchased using the Global Shipping Programme
In these cases, we ask you to step in and manually approve the return request.
Include a Return Merchandise Authorization (RMA) number: If your business requires RMA numbers to issue returns, you can select this option in your Return preferences to include RMAs on your return label.
You can update your returns preferences any time:
1. Click My eBay at the top of most pages. You may need to sign in.
2. Click the Account tab, and then click the Site preferences link on the left.
3. In the Return preferences section, click the Show link, and then click the Edit link.
You can also update return preferences in Seller Hub & Overview & Shortcuts & Site preferences.
Return postage charges
eBay returns works out the returns postage charges and automatically applies the correct charges.
Things to note:
Business sellers are legally required to refund the original outbound postage regardless of why the buyer is returning it, under UK and Irish law. Return postage is only chargeable if the item is faulty or if you failed to tell the buyer before the purchase that they were responsible for returns costs for remorse reasons. If you specify in your listing that the buyer is responsible for return postage costs for remorse returns, you're only responsible for return postage if the item is faulty or not as described. Business sellers are still responsible for the refund of outbound postage costs even if a buyer is returning the item because they've changed their mind. If you don't mention who's responsible for return postage, you're legally required to pay.
When you're responsible for return postage charges, these charges will be included on your next monthly seller invoice as a fee. These fees may be charged to your automatic payment method on file.
If the buyer uses , you'll need to reimburse the buyer for the agreed-upon postage costs outside of the returns process. You can send payment to the buyer through PayPal or another payment method.
If you only provide a partial payment for the refund of a returned item via PayPal and outside of the returns dashboard, the system will not recognise this as a full payment and will continue to ask you to refund the buyer.
When the buyer is responsible for return postage charges, we'll charge the buyer's PayPal account.
If you used printed postage labels from eBay or PayPal to send the item, we'll use this package weight to determine return postage charges for the buyer. In some instances, return postage charges may not be based on the actual weight of the package, but on an estimate.
Return postage ratesReturns are posted using Collect+, Royal Mail or Parcelforce labels based on package weight.Return postage charges are based on rates negotiated with Collect+, Royal Mail and Parcelforce. These charges may differ from actual rates to post an item, and are subject to change.Royal Mail Tracked Returns 48
Parcelforce Worldwide Express 48 (Tracked)
?7.575-10kg
?7.9810-20kg
?9.12Parcelforce Default (Tracked)
Collect+ Tracked: Drop at shop- deliver to door (3-5 working days)
?4.602-5kg
?6.005-10kg
?8.00Collect+ Tracked Default
?5.96When using a return label provided by eBay, if an item is lost by the carrier, eBay returns allows us to reimburse the buyer and allow you to keep the item price.
Refund amounts are automatically adjusted for any postage charges, depending on the reason for return.
When the item isn't as described:&
If a buyer returns an item because it's not as described in the listing, arrives damaged, or is missing parts, then your refund to the buyer is:
Total purchase price (including the cost of the item and any other charges paid by the buyer) + Original postage (if paid for by the buyer) = Total refund
In these situations,
you're required to pay for the . If the buyer used , you're expected to refund the buyer for those agreed-upon charges through PayPal or another payment method.
All other returns:
If a buyer returns an item for any other reason, including when they change their mind about a purchase, your refund to the buyer equals:&
Total purchase price (including the cost of the item and any other charges paid by the buyer) + Original postage, if the buyer paid original postage = Total refund
In these situations, you may specify in the Returns policy section of the listing that the buyer will pay for return postage charges. If you don’t specify this, you are responsible for return postage costs.
If a return is escalated to eBay
If you don't issue a refund through the return process within 6 working days of receiving the returned item, a buyer could . The refund amount is:
Total purchase price (including the cost of the item and any other charges paid by the buyer) + Original postage (if paid for by the buyer) = Total refund
Partial refund guidelines where the item is returned used or damaged
In most cases, you’ll issue a full refund to the buyer, but in certain situations it may be appropriate to give a partial refund.&Learn more about seller protection policy
If you offered free returns in your listing you will have the option to issue a partial refund where the item is returned used or damaged.
Sellers who don’t offer free returns but sell in select categories will also be able to issue a partial refund for returns where the item is returned used or damaged.&Select categories, include Business & Industrial, Parts & Accessories, Collectibles & Art, Cameras & Photo, Medical, Mobility & Disability Equipment, Home Improvement, Furniture, Musical Instruments & Gear, and Yard, Garden & Outdoor.
Guidelines on issuing a partial refund:
Refund Deduction GuidanceExcellent Condition:
All items included in the original package included
Original packaging (where applicable)
Must include provided certificates of authenticity, grading or appraisal
Factory seal must not be broken/opened (if applicable)
Original tags included & attached (where applicable)
Food and liquor items must not be opened
Vacuum sealed intact (if applicable)
No deductionsGood Condition:
Missing original packaging
Not sealed
Original tags unattached &
10% deductionFair Condition:
Missing parts
Signs of wear or use
Item has been installed
Original tags missing
20-30% deductionPoor Condition:
Signs of use
Missing essential parts
Item is damaged
Broken factory seal
Materially different than how it was shipped to buyer
Item is defective, requires service or repair
Missing provided certificates of authenticity, grading or appraisal
Opened food and liquor items
40-50% deduction
Abuse of this feature
This feature is incentive for you to provide buyers with exceptional experiences, such as offering free returns. This feature isn’t intended to recoup market losses on items returned in the same condition or recoup return shipping costs. It is only intended to recoup losses when an item is returned in a different condition than the original item. Abuse of this feature could result in you losing access to it.
Alternative return postage arrangements
In some cases, buyers can start a return but won't print or use a return postage label:
Postage with insuranceInsurance isn't available for return packages, although we'll refund the buyer and allow you to keep the payment if an item goes missing using one of the carriers in the eBay returns process. If either you or your buyer prefers that an item be returned with insurance, the buyer should purchase return postage with insurance instead of using the label provided by eBay.There are multiple returns packagesOccasionally, more than one package is needed to return an item. In these instances, buyers can use the label provided on one package, but are expected to make alternative postage arrangements for the remaining packages. Buyers can also arrange alternative postage for all of the packages that make up the return.The item is outside Collect+, Royal Mail or Parcelforce guidelinesWe can only issue a return label for items within the Collect+, Royal Mail or Parcelforce size and weight guidelines. If the package is outside of these guidelines, the buyer will need to make alternative postage arrangements.The buyer also has to make sure the item adheres to the carrier's dangerous goods policy, which is clearly displayed to them in the returns flow. If the item doesn't adhere to tehse policies, the buyer will need to make alternative arrangements directly with the seller. .The item was delivered through freight or local collectionYou and the buyer need to agree on alternative postage arrangements or, in the case of local collection, a way of getting the item back to you safely.The item needs to be sent back from a buyer located in another countryWe may not be able to issue a return label for items which must be shipped back from another country. In this instance, we may allow you to upload a return shipping label if you have one, or you can handle this request directly with the buyer.&The postage charges exceed the refund amountA return postage label isn't available if the expected postage charges exceed the expected refund. If you routinely handle this type of return request by allowing the buyer to keep the item, you can automate that process with refund rules in your Return preferences settings.Go to My eBay & Account & Site preferences and scroll down to Return preferences to set up refund rules.
When using alternative postage arrangements, we instruct buyers to include tracking. If the item is valued at or more than ?750, delivery confirmation is also required. We give buyers a packing slip and ask them to enclose it with the returned item.
When using alternative postage arrangements, either you or the buyer pays for
as outlined above.
If you're responsible for return postage charges, we'll ask the buyer to contact you to agree on the service and cost before an item is dispatched.&In these instances, you'll need to
for the postage charges – or you can provide them with a pre-paid postage label.
Final value fees and PayPal fees
Final value fees
When a full refund is successfully deposited in the buyer’s account your eBay final value fees will show as a credit on your next seller invoice.
PayPal fees
When you issue a refund your variable PayPal fee is refunded based on the total refund amount. Your fixed PayPal transaction fee isn't refunded. To learn more about variable and fixed transaction fees, see the .
Seller performance and Feedback
Seller performance
In general, if a buyer requests a return, your seller performance isn't affected. However, if either you or the buyer ask eBay to step in and help, and eBay Customer Service resolves the case in the favour of the buyer, your seller performance may be affected. Learn more about how .
Feedback score
Returns on eBay don't change existing rules about .
Resolving problems
You don\'t want the item returned to youAfter we notify you that a buyer has started a return, you can refund the buyer in the return request. Keep in mind that buyers can as eBay to step in within 8 calendar days so contact your buyer quickly.You can also set up your return preferences to not allow items below a certain value to be returned.You can also set up seller automation rules in My eBay, to handle this type of situation automatically. Go to My eBay & Account & Site preferences and scroll down to Return preferences.We discourage haggling or trying to dissuade buyers from returning an item. We recommend that you only contact buyers if you feel that you can resolve the problem in another way.Examples of when you may not want an item returned to you:If an item has a low price or is damaged beyond repair, you may decide to just issue a refund.If a problem is due to operating error and you feel you can adequately troubleshoot the issue and avoid a return.
An item is never sent backIf a buyer doesn't send an item back, and fails to provide evidence of having sent the item back, you don't need to issue a refund.
A return is from a multi-quantity listingFor each sale (or transaction), a buyer has one opportunity to return an item or items. For multi-quantity listings, a buyer has a single opportunity to return any of the multiple items purchased. For example, a buyer selects a quantity of 5 when buying T-shirts. The buyer has one opportunity to return any quantity of the 5 T-shirts. If the buyer returns 2 of the 5 T-shirts, the remaining 3 shirts can't be returned later.
Refunding more than the original payment amountYou can only refund up to the total amount paid by the buyer. If you want to add a courtesy credit or you need to reimburse the buyer for , you'll need to make a separate payment outside of the eBay returns process.
There\'s a delay with the refundThere may be situations where you authorise a refund, but the refund failed, was cancelled, or didn't complete. If a buyer hasn't received their refund within the required time frame, they can open a case. We recommend that you confirm a refund has been completed successfully.
The returned item is lost in the postIf a buyer posted a return and you think it may be lost in the post, wait for the buyer to open a case. We'll look into the matter at that time, and if the tracking data shows us that the item was sent using one of the eBay-provided labels and not delivered, we'll provide a refund to the buyer and allow you to keep the payment.
The returned item was damaged in the post&If you receive a returned item that's been damaged in the post you can ask eBay to step in and help. The buyer wants an exchange or replacementFor a different size or colour, for example – these aren't supported by the returns process. You'll need to arrange these transactions with your buyers outside of eBay returns.
Misuse of returns
Many problems are misunderstandings that can be worked out when buyers and sellers talk to each other &– but occasionally, you may not be able to resolve an issue. If you feel a member is abusing the eBay returns process, we want to know about it.
Protecting sellers
If a buyer has done everything in their power to ensure an item is returned to you safely, we suggest you issue a refund to provide great customer service. A lenient return policy is strongly recommended, except in circumstances where the buyer is at fault:
The wrong item is returned.You receive an empty box.The item doesn't meet the requirements of the .The item is reported as "not as described" to avoid return postage charges.
If you suspect that a buyer is abusing returns for a specific transaction, contact them through Messages in My
eBay or Seller Hub (to keep a record of the conversation) and try to resolve the issue. If you still suspect buyer abuse, you will have multiple options to report a problem with a buyer to us throughout the returns flow:
Within the inline help
During the return process and after a refund has been provided and a return is closed.
Or you can always use the Report a Buyer feature within the Seller Centre.
In instances like this, a buyer may escalate the issue to Customer Support, who will review and consider your communications with the buyer as well as the information you provide in the report. If photos would be helpful for documenting the condition of the item you sold and posted, you can upload as many as 10 (PNG, JPEG, BMP or GIF up to a maximum file size of 5MB). You can add photos until the return process is closed. Uploaded photos can be removed only by contacting Customer Service. We also look at a buyer's return history. If we determine a buyer has abused the returns process or eBay Money Back Guarantee, the buyer may be subject to a range of actions, including limits on buying and selling privileges and account suspension.
Protecting buyers
If you agree to accept returns and a buyer acts within all return time frames, but you fail to issue a refund within 6 working days of receiving the returned item, the buyer may file a case.&
eBay Money Back Guarantee does not require a buyer returning an item using through eBay returns to wait for the seller to respond before we review the case.&eBay Money Back Guarantee recognises that either you or the buyer will be responsible for return postage charges, as detailed in a listing's returns policy and/or as covered under the eBay Money Back Guarantee.
If we determine that a seller has abused returns or eBay Money Back Guarantee, the seller may be subject to a range of actions, including limits on buying and selling privileges, limits on the returns functionality the seller can use and account suspension.
Changes to this process
We may update eBay returns at any time by posting the amended terms on this site.
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