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Are returns more frequent now on eBay then they used to be?
Summary: midlandpawn is a former top eBay seller who recently resumed selling and noticed an increase in return requests, suspecting it might be related to their no-return policy. inceptions advises that accepting returns could reduce 'not as described' cases and potentially increase sales, emphasizing detailed listings and customer satisfaction. mam98031 provides an overview of eBay's return policy options, noting that feedback on whether returns have increased is mixed among sellers. They explain various return policies, including conditions under which sellers might offer free returns or issue partial refunds.
Ok so I used to sell a lot on eBay pretty much a decade ago (Top Seller Status for years, etc.) As a policy we have never accepted returns unless of course it was a mess up on our end or something was wrong with the item) and frankly never had any problems and very few returns. We have recently started selling again this year and I’ve already had multiple return requests and buyers are selecting that something is wrong when there isn’t or they will select changed mind then go back and put item defective or not a s described. (Is this because of my no return policy?🤔) For all you out there that have been doing this a while is this going to be something I will deal with more often now? How do you handle returns? What are your policies?
Thanks!
mr_lincoln
Mentor3 weeks agoHi @midlandpawn
eBay has done New or Returning Sellers a disservice by having No returns as the DEFAULT return policy on their listing tools. It sends the wrong message to BOTH Buyers and Sellers. Inexperienced Buyers not familiar with the eBay MBG (Money back guarantee: eBay Money Back Guarantee policy ) may pass up an item if they see the No return policy. Some - many Sellers think that they are immune from returns, we read that in so many words here on a regular basis. eBay SHOULD have a pop-up with return policy choices and explanations for each type so Sellers can make an informed decision.
Many Buyers know how to force a Seller to pay for a return shipping label by the reason they choose for an eBay return claim. Sellers may or may not be able to take advantage of Seller protections depending on what is returned ot them or the condition an item is when it is returned. Seller protections | eBay
On a bogus return the FIRST thinkg you want to do is use the Report Buyer link on the sold item and alert eBay of an issue with the Buyer, like abusing the return policy.
mam98031
Mentor3 weeks agoSpeaking only for myself, I do not find they have increased at all. Asking a bunch of sellers you will get mixed answers, so I'm unsure as to how much you can actually learn from that question.
There are options to your return policy. For myself I do 30 day w/ buyer pays shipping.
The return policies options are as follows.
1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Camera Drones, Camera lenses, Collectibles & Art, Digital Cameras, Jewelry and Medical & Mobility.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
inceptions
Mentor3 weeks agoHi @midlandpawn
I don't want to try to force a buyer to keep something he isn't happy with. I want happy buyers so I accept returns.
Accepting returns doesn't necessarily mean you'll have more of them, you'll just have fewer not as described cases opened. What accepting returns will also potentially do is increase your sales. Many buyers would never buy from a seller who won't accept returns. I'm one of those buyers, and I have only returned one item in 22 years and that was because it was defective.
Accurate and complete listing descriptions will help reduce the chance of a return. Disclose any flaws in the description and photos. Don't overstate item condition. "Under promise and over deliver" is a winning strategy.