Return Policy

Mokingo 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 Mokingo.com

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 Mokingo 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 eBay Money Back Guarantee.

The Mokingo returns process
Mokingo 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 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.

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 eBay Money Back Guarantee.

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 item condition policy for returns 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 Partial refund guidelines.

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 Mokingo 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 Mokingo 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
Mokingo 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
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 alternative postage arrangements, 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
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 rates
Refunds
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 return postage charges. If the buyer used alternative postage arrangements, 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 Mokingo

If you don't issue a refund through the return process within 6 working days of receiving the returned item, a buyer could open an eBay Money Back Guarantee case. 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:

Condition of Return Refund Deduction Guidance
Excellent Condition:

Unused

Undamaged

Unaltered

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 deductions

Good Condition:

Missing original packaging

Not sealed

Original tags unattached

10% deduction

Fair Condition:

Missing parts

Signs of wear or use

Item has been installed

Original tags missing

20-30% deduction

Poor 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 insurance
There are multiple returns packages
The item is outside Collect+, Royal Mail or Parcelforce guidelines
The item was delivered through freight or local collection
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.

When using alternative postage arrangements, either you or the buyer pays for return postage charges 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 refund the buyer 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 Mokingo 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 PayPal User Agreement.

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 Mokingo Customer Service resolves the case in the favour of the buyer, your seller performance may be affected. Learn more about how cases can affect your seller performance.

Feedback score

Returns on Mokingo don't change existing rules about Feedback.

Resolving problems
You don't want the item returned to you
An item is never sent back
A return is from a multi-quantity listing
Refunding more than the original payment amount
There's a delay with the refund
The returned item is lost in the post
The returned item was damaged in the post
The buyer wants an exchange or replacement
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 condition of returns policy.

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 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 Mokingo 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.

Mokingo 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. Mokingo 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 Mokingo 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 Mokingo returns at any time by posting the amended terms on this site.

Product Return Form





Order Information

[Order Date]

Product Information

Reason for Return
Dead On ArrivalFaulty, please supply detailsOrder ErrorOther, please supply detailsReceived Wrong Item
Product is opened
YesNo

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