experience after the
sale for Canadian
buyers and sellers
This fall, we're bringing the eBay Money Back Guarantee to eBay.ca. And by streamlining activities like tracking, returns, and more on both eBay.com and eBay.ca, we’ve made it easier and more efficient than ever to manage buyer requests—and deliver great service.
This fall, eBay buyers and sellers on both eBay.ca and eBay.com will enjoy a more consistent and convenient after-sale experience—including the eBay Money Back Guarantee. Starting in mid-September, all the actions that eBay.com buyers can take after making a purchase—including tracking a shipment, asking sellers a question, and requesting a return—will be managed through a more streamlined process. For sellers, this new experience will make it easier and more efficient for you to manage and resolve buyer requests—and provide the kind of service your buyers are looking for.
In November, we will bring this same new after-sale experience—including the eBay Money Back Guarantee—to buyers on eBay.ca.
- In November, we'll be bringing the eBay Money Back Guarantee to eBay.ca, and marketing the program to buyers. Buyers can shop on eBay.ca with the added confidence of knowing that if there's a problem with a purchase, they will get the item they ordered or they will get their money back. The program will align with the Money Back Guarantee already in place on eBay.com, making it simpler for sellers to manage post-sale requests.
- Starting in mid-September, eBay.com buyers can simply go to their purchase history in My eBay and choose from a menu of actions, including tracking their package, returning an item, or asking you a question. In addition to giving buyers clearer, more direct access to these after-sale activities, the new experience makes it easier for you to manage and respond.
- In November, we will bring the eBay Money Back Guarantee program to buyers on eBay.ca, together with the new streamlined post-sale experience. A few weeks later, the same experience will be available to Canadian buyers and sellers on mobile devices—so you can respond to requests and deliver prompt service more quickly, wherever you are, and whether you are on eBay.ca or eBay.com.
- Key to the new experience is an improved returns process that gives buyers a more convenient and consistent way to return items—right from My eBay. All returns, including eBay Money Back Guarantee requests, will now be handled through this simpler, more integrated process. Note, this does not mean you must offer returns—you will still be able to choose whether to offer returns through your returns policy.
- We’re also streamlining the cancellation process to make it easier for buyers and sellers to cancel a transaction directly from My eBay. Buyers can request a cancellation if they change their mind within an hour after the sale (as long as you haven’t already shipped the item). This will help reduce the hassle of unpaid items and help you get your merchandise back up for sale faster. Sellers will also have the option to cancel transactions directly from My eBay instead of the Resolution centre and, if the buyer paid with PayPal, sellers will no longer need to wait for a response from the buyer.
- Language in the new experience has been changed to be friendlier and more service oriented. Phrases like “escalate a case” and “dispute a return” will be worded as “ask eBay to step in and help.” Additionally, cases that have been opened for an item not received or not as described will now be referred to as “requests.” When a request can’t be resolved and eBay is asked to step in and help, that request will then be referred to as a “case.”
- All return requests on eBay will be initiated through My eBay and handled through the same returns process so you no longer need to manage individual return requests through email. You’ll still be able to communicate with your buyer at any time through the eBay member-to-member communication system.
- You’ll still be able to choose whether to offer returns in your returns policy, and will have the option to accept or decline a return request when it is not aligned with the terms of your returns policy.
- You’ll be able to ask eBay to step in and help to resolve a return issue—for example, when you wish to dispute a buyer’s return for an item not as described.
- As announced this March, any return request for an item not as described will count as a defect beginning with the August 20 performance evaluation.
- Sellers will be responsible for return shipping when there’s an issue with the item or the item wasn’t as described.
- The streamlined after-sale experience shows buyers the appropriate help options in My eBay based on where they are in the after-sales process to help reduce instances where they may inadvertently cause a defect.
- To help buyers with after-sales support, we’re adding an option in the Contact Seller form that allows buyers to ask you a question about an item they’ve purchased or send you a message after the sale. This option will not be considered a "request/ case" and will not impact your seller performance.
- To align with the seller performance standards, which go into effect with the August 20 performance evaluation, an expanded defect removal policy establishes clear instances where defects will be automatically removed from your performance record—without having to ask eBay to step in and help.
- All buyers requesting returns will now have a more detailed list of reasons for returning an item—so eBay can determine why the buyer is requesting a return. This will help reduce the number of instances where buyers state that they’re requesting a return because the item they’ve received wasn’t as described.
The eBay Money Back Guarantee program coming to eBay.ca is the same program available to buyers on eBay.com. Canadians can shop with confidence knowing that if their item isn't exactly what they ordered, eBay will make it right by covering the purchase price plus original shipping on virtually all items.
The eBay Money Back Guarantee is anticipated to launch on eBay.ca in November. Visit the eBay Money Back Guarantee details page for more information about how the new program will affect sellers.
The eBay Money Back Guarantee program will help attract and retain more buyers on eBay.ca and grow sales. And with both the Money Back Guarantee and the new streamlined post-sale experience coming to eBay.ca, we're providing a consistent experience for sellers, making it easier to manage requests and deliver great service for buyers whether they made their purchase on eBay.com and eBay.ca.
Buyers will have an easier path to request help after making a purchase—right from My eBay—such as getting questions answered, tracking a shipment, returning items, and asking eBay to step in and help. Sellers will be able to manage and resolve these buyer requests more efficiently. Later this year, buyers and sellers on mobile devices will also have access to this same experience.
As part of ongoing improvements to the marketplace, this update will deliver a consistent after-sale experience for buyers, regardless of which seller they buy from or what device they use (like mobile). It’s also designed to streamline and automate many of the activities that occur after a sale—making it easier and more efficient for sellers to manage requests and deliver great service.
We’ve made a number of language changes to provide sellers and buyers a friendlier and more service-oriented experience. Phrases like “escalate a case” and “dispute a return” will be worded as “ask eBay to step in and help.” Additionally, cases that have been opened for an item not received or not as described will now be referred to as “requests.” When a request can’t be resolved and eBay is asked to step in and help, that request will be referred to as a “case.” Note that though the language has changed, both requests and cases will count toward your seller performance status unless found in your favor or found to be not the fault of the buyer or seller.
Will it result in a defect?
“Case” “Request” Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller “Escalate a case” “Ask eBay to step in and help” Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller “Dispute a return” “Ask eBay to step in and help” Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller
- You can see all return requests either in your returns summary (located in the Selling section of My eBay, as well as in Selling Manager and Selling Manager Pro) or in the Resolution centre. You will also receive email notification of these requests.
- As always, you can see and manage all eBay Money Back Guarantee requests and cases for items not as described or items not received in the Resolution centre.
- You can see requests for cancellations in Sold Items in My eBay and will also receive email notification of these requests.
Returns Summary in My eBay
No, you still have the choice of whether or not to offer returns through your returns policy. If you’ve chosen not to offer returns and a buyer requests a return because they changed their mind, you can simply decline the request. Please note, however, that your buyer may still be eligible for the eBay Money Back Guarantee if they’ve requested a return because they believe the item they purchased is not as described in your listing.
Will the changes to the language in the after-sale experience have any impact on my seller performance rating?
Changes to language in the new experience—from “case” to “request,” for instance—will not have an impact on what counts as a defect as described in the 2014 Spring seller update. A request opened for an item not received or item not as described will still count as a defect. When a buyer or seller asks eBay to step in and help resolve a request, it will be referred to as a “case.” If that case is found in the buyer’s favor, it will count toward your defect rate and percentage of cases closed without seller resolution.
As announced this March, any return request for an item not as described will count as a defect beginning with the August 20 performance evaluation.
What happens if a buyer just wants to ask me a question about the item they’ve ordered? Will this count as a defect?
With the new experience, buyers will now have the option to select a button in the Contact Seller form that reads: “I have a question about using my item or I want to send the seller a message”. You’ll be able to respond to these questions through eBay messages—and they won’t be counted as a defect.
In the new after-sale experience, buyers will be able to request a return, whether it’s because they no longer want the item or because the item wasn’t as described. If you don’t offer returns and the buyer requests to return the item for a reason that’s not related to the item being not as described, you can decline the request.
As always, buyers will be able to request a return even after your returns window has passed, and you can decline that request if the buyer simply no longer wants the item. However, if the request to return an item is made within the eBay Money Back Guarantee window for an item that was not as described, eBay may refund the buyer and require you to reimburse us for the refund. In this case, it will count as a defect and towards your percentage of cases closed without seller resolution —unless you ask eBay to step in and help and eBay resolves the case in your favor or the case is found to be not the fault of buyer or seller.
No matter what your return policy, it’s always a good idea to try and work out a solution with your buyer. However, if the buyer requests a return and you’re unable to reach a resolution, you can ask eBay to step in and help. We will review the situation and if we determine that the buyer hasn’t complied with your return policy or the conditions outlined in the eBay return policy, it won’t count toward your defect rate or percentage of cases closed without seller resolution.
What should I do if a buyer contacts me through email or by phone to return an item instead of going through eBay?
If a buyer contacts you directly, advise them to request the return in My eBay. Doing so helps safeguard both you and your buyer by giving eBay visibility into the transaction in the event that we need to step in and help. It’s also important to remember that if you issue a PayPal refund without a return request through the eBay returns process, eBay may conclude that you have cancelled the transaction, which would count as a defect.
If your policy indicates that you pay for return shipping, then you will be charged for return shipping. Otherwise, the responsibility for return shipping charge is determined by the reason the buyer chooses when requesting a return. If your buyer indicates they are returning an item because they changed their mind, they are responsible for return shipping. However, if the buyer requests a return because there’s a problem with the item or the item is not as described, then you will be responsible for return shipping. This policy applies to all transactions on ebay.com and ebay.ca for domestic and international buyers.
When requesting a return on an item, buyers will be asked the reason for their return. In those instances where the item they've received is not as described, appears fake, or is damaged/ missing parts - the seller will be responsible for return shipping. In those instances where the item they’ve received is not as described, the seller is responsible for return shipping. Here’s a closer look at the reasons buyers can give for a return:
Reason for return
Responsibility for return shipping
Does not fit
Per seller’s return policy
No longer want/need
Per seller’s return policy
Found better price
Per seller’s return policy
Defective/Does not work
Item differs from listing
Missing parts or accessories
Fake or counterfeit
Any time you receive a return request you don’t agree with, you can ask eBay to step in and help. Based on the information provided and the buyer’s purchase history, we will do what we can to resolve the issue. Note, however, that if the case is found in the buyer’s favour, it will still count as a defect—and will count toward your defect rate and percentage of cases closed without seller resolution.
What happens when I ask eBay to step in and help on a return I don’t agree with? Is that the same as escalating a case for review?
Asking eBay to step in and help will automatically open a case for eBay to review and resolve. We will review all the relevant details of your transaction to make a decision on your request—the same action we take currently when sellers use the “escalate a case” link in the Resolution Centre.
Yes, you can ask eBay to step in and review a return request if you feel the buyer has misrepresented the reason for the return. eBay will review your request and take appropriate action.
If I ask eBay to step in and help on a return and it’s found in the buyer’s favor, does that count toward my 0.3% cases closed without seller resolution?
Yes, if eBay resolves the case in the buyer’s favor, the return will count towards your 0.3% of closed cases without seller resolution. However, if the case is found in your favor or found to be not the fault of the buyer or seller, it will not count toward your defect rate or your percentage of cases closed without seller resolution.
What if the buyer doesn’t return an item after I’ve already processed their refund or sent a replacement?
Any time you receive a return request, we recommend that you only refund your buyer or send a replacement once the item has been returned to you. Buyers are instructed to ship their original items back to you within 5 business days of opening the request. We send the buyer reminders after 5 business days. If you’ve already sent a replacement and the buyer hasn’t sent back the original item, we charge the buyer for the replacement item after 30 days.
Previously, buyers had to contact the seller directly in order to request an order cancellation. With the new after-sale experience, buyers can request their own cancellation, as long as it’s within an hour of purchase and the seller hasn’t marked the item as shipped. While a buyer can initiate the cancellation, the seller still has to approve it. If a buyer wishes to cancel an order more than an hour after purchase and the item hasn’t already been marked as shipped, they can still contact the seller directly, in which case the seller has the choice to cancel the order or not. Sellers will also have the option to cancel transactions directly from My eBay instead of the Resolution centre, and if the buyer paid with PayPal, sellers will no longer need to wait for a response from the buyer.
In addition sellers no longer have to refund buyers from PayPal as a separate step. If the purchase has been paid for, once sellers accept the cancellation, eBay will process the refund. If sellers request the cancellation, eBay will automatically process the refund for PayPal transactions.
Buyer Cancellation Option in My eBay
Seller Cancellation Option in My eBay
Cancellations that are initiated or requested by your buyer will not count as defects. If a buyer does ask you to cancel an order on their behalf, it’s important to handle those requests through the eBay cancellation process in the Resolution centre. That way, the cancellations can be identified as “buyer requested” and won’t count as a defect.
As announced in the Spring 2014 seller update, transactions that a seller cancels through eBay or refunds through PayPal because you no longer have the item (out of stock) or choose not to ship after it’s sold will count as a defect.
What should I do if a buyer contacts me through email or by phone to request a cancellation instead of through eBay?
Sellers can easily initiate a cancellation on a buyer’s behalf. If your buyer asks you to cancel a transaction, just be sure you do so through the eBay cancellation link in My eBay and select the “buyer requested” reason for the cancellation. This lets eBay know the buyer requested the cancellation. Remember, cancellations requested by your buyer will not count as defects. However, if you issue a PayPal refund without a cancellation request from the buyer, eBay may conclude that you have cancelled the transaction, which would count as a defect.
Yes, we’re replacing the Feedback removal policy with the expanded defect removal policy. The defect removal policy is aligned with the new seller performance standards to cover all defect types including Feedback, detailed seller ratings, returns requests for items not as described, requests for items not as received, and seller-cancelled transactions. We’ve simplified the policy to clearly outline when defects will automatically be removed. Sellers are covered by the same protections provided under the feedback removal policy. Sellers are covered by the same protections provided under the feedback removal policy.
When does the defect removal policy go into effect and how will I know when eBay removes a defect from my seller performance?
The new defect removal policy goes into effect on August 12, 2014. Sellers can visit their seller dashboard to keep track of defects they have received and will be able to see when defects are removed. Automatic defect removal for defects that meet the policy will occur each Wednesday and will show in the seller dashboard by Thursday. Defect removal may be delayed to the following week when tracking information shows the item is still in transit, if there is an open eBay Money Back Guarantee request or the item is being returned and a refund hasn't yet been issued.
Sellers may request the removal of defects that have not been automatically removed if they believe they provided a positive buyer experience that did not warrant a defect. eBay will make an effort to do what is right for the buyer and seller based on the information available through shipping carrier tracking and in eBay’s systems.