eBay Buyers Perplexed By Parts & Accessories Guaranteed Fit Eligibility & Returns Process
eBay Motors Guaranteed Fit returns process and eligibility requirements leave buyers confused and disappointed with little help from support.
The program was launched in February 2023, promising to raise buyer trust with enhanced fitment to make sure the parts they purchase will fit their vehicles while providing return protections for sellers who provide detailed fitment data in their listings.
Buyers are told to just look for the green checkmark and fit is guaranteed with free returns within 30 days if the part doesn't fit their vehicle.
But as always, it's important to read the full terms and conditions for exclusions and instructions on how to file a return under the eBay Motors Guaranteed Fit program - specifically the parts that say "when selecting your return reason, choose 'Doesn’t fit my vehicle' for a free return shipping label" and "you will only see the reason 'Doesn’t fit my vehicle' when the item you purchased is eligible for eBay Guaranteed Fit protection."
Unfortunately, some buyers who enter their full vehicle information and see the green checkmark on the listing page are finding that when the part doesn't fit and they try to request a return, "doesn't fit my vehicle" is not being presented as an option, indicating that the transaction was not actually covered by Guaranteed Fit, but providing no explanation as to why.
Does anyone know how to get eBay to respond to a complaint. I paid for a part for my truck because it had the green checkmark. When I got the part it did not fit. I contacted the seller and he send me a link to send the $123 part back and is charging me $105 for the shipping. He also send me an email saying "Hi, due to the holidays, we are temporarily not processing returns and refunds for orders between 02/06-02/16".
I filed a complaint with eBay because I had the green checkmark "Guaranteed Fit". eBay said they respond in 48 hours. It has been over a week with no word from anyone. Time is running out on the return. Is the green checkmark just a trick?
After much back and forth in another similar thread, eBay community staff confirmed that not only does the buyer need to look for the green checkmark on the item page, they also need to check in their order details too - a step which is not provided in any of the buyer or seller-facing help or policy pages about this program!
Hi devon@ebay - do you mind confirming some info here?
If the purchase qualified for Guaranteed Fit, @anasazirose would see that on the purchase history page or order details page - yes or no?
If the purchase qualified for Guaranteed Fit, when filing the return she would see the reason "doesn't fit my vehicle" not just "doesn't fit" - yes or no?
She did select her vehicle before purchase and get a "this item fits" message, but I don't see any Guaranteed Fits designation like I remember seeing on past screenshots from buyers of their order details.
Her issue appears to not qualify for Guaranteed Fit based on past screenshots I've seen, and should therefore file a 'not as described' return instead of 'doesn't fit'. Is my assessment correct? Or did eBay change the display and her purchase does qualify for Guaranteed Fit?
Wait for Devon's response @anasazirose, however I believe you should be using "doesn't match description" because if your purchase qualified for Guaranteed Fit you would see a return reason "doesn't fit my vehicle" not just plain old "doesn't fit".
Devon@eBay responded:
I did reach out on this and can confirm if the item and vehicle information entered in match up for the Guaranteed Fitment program that would be seen in the order details page at checkout. The buyer will see a green checkmark in Order details screen; we do not show green checkmarks in Purchase History screen.
And for the return flow would be the same. If the vehicle information and item match up for the Guaranteed Fitment program the buyer will see "Doesn't fit my vehicle" as an option in the return flow.
Unfortunately, neither Devon nor anyone else at eBay support appears to be able to provide any information to explain why there would be a misleading green checkmark shown on the item page but there would not be any Guaranteed Fit reflected on the order details page at checkout.
Have you purchased an item you thought would have eBay Motors Guaranteed Fit returns protection only to find out the item didn't qualify when trying to request a return? Let us know in the comments below!
