eBay - Australia

General Information

• Website URL: Dependent on brand - Information in TeamsID
• Credentials: Located in Teams ID
• Shipping Method: E.g. Regular method through DEAR
• Order information: Shopify - Electronic Cart

Customer Contact

• Through eBay Messages function
• Calling customer on number provided with purchase if required
• All customers who purchase from eBay MUST be interacted in via eBay and use the provided tools for Return/Refund.

Returns

We can't send RPL link or PDF attachment through eBay messages or we risk getting platform banned.
Customers have to request a return through eBay for an eBay RPL (this is attached to our PayPal and eBay will deduct it from our account).  

1. Tell the customer to navigate to their 'Purchase History', this can be found under 'My eBay' in the top right corner of the eBay website when logged in (https://www.ebay.com.au/mye/myebay/purchase).
   
   
2. Select 'Return this item' and enter relevant information about the reason for return, being as specific as possible.
   
   
3. Use the return post label provided via eBay to return the product, once received back this order will be refunded.

The customer can reach out via direct massage on eBay massages inquiries or by searching the product via website and send any email to us which creates a ticket on the Freshdesk. The aim is to avoid any disputes that has been raised by the customer. 

eBay Customer team do back check the conversations. Therefore, its important to make sure that we don't share the website link to create an order or modify them for the customer as the purchase has to through eBay portal.

Replacements

Replacement can be only be arranged if the customer has not already contacted us via eBay. In this instance, the customer must be advised to follow the eBay Returns system for a refund. 

If communication via eBay has not been made, the standard procedure of using Monday, DEAR & RPL/COM can be used like a normal replacement process and a note should be made in the Shopify ECAU of the exchanged products.

It is required to be processed as soon as possible to avoid any delays and to resolve the disputes as soon as possible, and

make sure we avoid using eBay communication and return procedure as this may cause delays and impact our rating. 

1. Confirm the customer has not engaged with the eBay platform.
   
   
2. Provide an /c Product Return - Change of Mind or /c RPL <brand> depending on the reason for replacement to the customers email address (Not via eBay).
   
   
3. Update Monday board to reflect the information provided and arrange the replacement once return tracking is confirmed.

Refunds

1. Once an eBay Return has been received as outlined above (See: Returns), login to the relevant eBay brand platform using TeamsID
   
   
2. Under 'My eBay' found at the top right after logging in, select the 'Selling/Sold' drop down.
   
   
3. On this page, header categories are outlined. Under the Sellers Hub section, select the 'Orders' dropdown and select 'Returns'
   
   
4. Select the related return as indicated by the eBay return number or order number, and process the refund on this eBay returns platform once approval has been confirmed in Monday.