Disillusioned with Ebay - Returns and Refunds - Is this Normal Business?
I have been selling used costume jewelry on Ebay since January. Last week, I had 2 purchasers decide they didn't like the item, so my only choice was to let them keep it, or pay to send it back - so I lost both of those sales.
Fast forward, earlier this week I sold a USPS Flat Rate Box of broken jewelry. USPS Flat Rate was listed both in the title and in the shipping section. Today, the buyer has filed an "Item Not Received" claim with Ebay saying "package was left on my porch without signature delivery and someone could have stolen it". Obviously, they admitted to receiving it. The buyer never messaged me to confirm it included signature delivery or even asked to add signature delivery. I responded very nicely, but firmly that I was not going to refund an item that was delivered per our agreement based on hypothetical circumstances.
Is this just part of the Ebay seller process - or is there something I can do to limit both of these from happening? This one this morning threw me and I have wasted waaaay too much time on literally a box of trash. Maybe in the future it would just be easier to throw the broken stuff away.
tobaccocardyahoo
·2 years agoSome types of merchandise are more likely to draw high maintenance or dishonest customers than other categories.
In my experience, buyers of costume jewelry are more likely be high maintenance than other categories. That experience comes with the territory. Since costume jewelry orders of the size your box lot was are uncommon, it is hard to say that that is normal.
Years ago I sold a diverse assortment of types of items online. As I grew older and was unwilling to spend a lot of effort on post-sales customer service, I eliminated entire categories which required more effort than I was willing to expend. My current offerings lend to be low hassle because I eliminated the known high hassle items.
You need to think about what you sell, and whether it is worth the effort. The same items will have the same problems if you sell on other marketplaces. They are even more hassle when you sell in person.
jjddmwi
·2 years agoDid you get an Ebay message that says you have added the tracking info into the INR?
Even though it is grayed out, I think you have to submit it.
Can you click in the box to make it not gray? (I haven't had one of these is awhile, but I'm pretty sure i had to still submit it even though it was already prefilled.)
toomuchstuffagain35
·2 years agoebay's latest thing on an INR is that you can't enter tracking again if "it's already delivered". EOS.
buyselljack2016
·2 years agoEOS ðŸ˜
or so you would think.................... but stand by for....................... more.(possibly)🤔
12345jamesstamps
·2 years agoI just block those kind of buyers from future purchases.
I have about maybe 500+ people blocked.
It does weed out them by blocking them.
I always enjoy it when a buyer contacts me and can't purchase from me.
Anything over like $50. I like to get a signature for delivery and I usually don't charge a buyer for that.
I check buyers feedback to see if items need to have a signature.
I prefer to do "returns...but buyer pays for return shipping". I don't get returns at all.
isaiah53-57
·2 years ago@cat31302
In my opinion and experience, this is a situation that is here to stay and will only continue to get worse unless the site does something about it, and since they need buyers so badly(any buyer regardless of quality), that does not seem likely.
I don't believe they lose anything in cases like this, at least monetarily in the short term(which seems to be all they are concerned with given their strategies over the last 10-15 yrs) - But in the long term, they lose another seller who is also likely a buyer who has friends, family, acquaintances that they share their disgust with this site with... This has been catching up with them for years and once boomers are mostly gone, this site will go along with them - ebay is what boomers are used to and embedded in and people are naturally adverse to change, even when the writing is on the wall - Younger buyers are saavy computer literate/app happy shoppers and willing to branch out to all kinds of sites and apps - Due to the sites quest for 30% to 50% of your items price in fees, what they see when they come here is prices of used items higher than what you can buy new for on other sites.
I used to trade here as a full time seller with substantial sales on 7 or 8 different accounts - The "Money Back Guarantee" that you are now dealing with as well as their heinous(in my opinion) promoted listings program made me execute my exit strategy early, having no doubt where this site was heading full steam ahead...As a word of advise, tread lightly and look to diversify - You dont want all your eggs in one basket on any selling venue and you need to have an exit strategy if the site coddles you into getting emotionally and financially vested here - Thats when they feel they got you - If you are here long enough, I'm sure you'll find out just what I mean, especially now that they appear to be ALL IN on promoted listings - if there ever was a tool to manipulate sellers, this program is king in my opinion...
caldreamer
·2 years agoIf you "allow returns" CUSTOMER pays ALL SHIPPING (if reason is "don't like/changed my mind/buyers remorse)". If you DON'T ALLOW returns...customer is still covered by EBAY Money Back Guarantee (supersedes "no returns" policy) and allows customer to return item by claiming "not as described, defective, counterfeit, missing parts" (you will be forced to give full refund "purchase price + shipping BOTH ways".
EBAY does NOT require customer to prove their claims. EBAY allows rules in favor of the customer (except for missing packages where Seller provides tracking# proving item was delivered). Seller are NOT responsible for "thief" after item was delivered.
gloryglorygifts
·2 years agoReturns in general are a part of business. I don't really like the auto return policy before contacting the seller but my little opinion isn't going to change ebay's policy.
I had a return this week for a pet medal. Guy got it on March 25th and immediately opened a return because, "just don't like it," which happens. I got an email from ebay saying it was delivered to me and, since there was a Nor'easter going on, I just stupidly gave him a refund without walking out to the mailbox and looking at what he returned. It was a used, dirty medal. Live and learn.... and block those you don't want to deal with.
It could very well have been a porch pirate, or your postal carrier delivered it to the wrong address. Regardless, ebay will find in your favor if tracking shows delivery. Not much you can do.
stainlessenginecovers
·2 years agoYou should not concern yourself with 3 returns in 156 sales over $5000.
Do the math.
$5000 in. $200 out.
That is $4800 in.
There should be NO reason to be 'disillusioned' as you couldn't sell 1/10th of that amount or $$ worth any other way.
Dealing with the public is what it is- you will get mostly great transactions and always a few head scratchers.
cat31302
OP2 years agoMaybe some screenshots will help clarify my return issue, as I didn't accurately describe it.
dbfolks166mt
·2 years agoReturns are a normal part of doing business regardless of whether it is ecommerce or a B&M store. About the best you can do is to do everything you can to minimize those. You have sold 331 items in the last 90 days so 2 returns is probably not all that bad given the category you are selling in. As for the INR I am going to assume it pertains to the item below. Has the buyer opened an official INR case with eBay or just messaged you? If they have opened a case simply respond to the case, upload the tracking number and information showing the item as delivered. I am not sure what the item sold for since it was an offer but eBay has a policy that for anything over $700 in value you are required to have signature receipt.
If the buyer has just messaged you respond in a non-confrontational manner indicating to the buyer you are sorry they have not received their item but the tracking shows the item being delivered. They should check with their courier on occasion USPS leaves items at the wrong address or actually still has the package. If the item was under $700 you could also let the buyer know that signature receipt, by eBay policy is not required for items under $700 and it was never requested. If it was over $700 of course don't raise the issue.
cat31302
OP2 years agoThe buyer filed that they did not receive the item through Ebay and added the note below. The sale, including flat rate shipping was $31.76 total. How do I add the tracking again to show the customer it was delivered? I get the error below that it was delivered and I can't re-add it.
dhbookds
·2 years agoAh..........I see, haven't seen that kind of case layout before............. You should be fine.....
jerseyboymusic
·2 years ago@cat31302
If the buyer opened a INR, just upload the tracking number to the dispute (and I usually also cut and paste the tracking history into the comments section) and let Ebay close it out in your favor.
No stress, no headache
fern*wood
·2 years agoYour sales look really good to me. Since you have a return policy, if a buyer files to return due to not liking the item (remorse), they are responsible for the return shipping and you can deduct the initial shipping too if charged. I see no reason to refund and let them keep the item.
cat31302
OP2 years agoThis is interesting. When I spoke to Ebay about the two people who didn't like the item, they said I would either need to pay return shipping or let the customers keep the product. Neither item was worth the cost of refunding the whole item and then paying to ship it back - there would have been no profit left if I resold it.
fern*wood
·2 years agoIt depends on the exact reason chosen by the buyer in the return. Several choices are remorse (didn't like) and others fall under not as described. If they used a remorse reason, your return policy requires the buyer to pay the shipping. Not as described reason will require you to pay if you want the item back. I based my answer on you saying they didn't like the item, but I really need to know exactly how the buyer filed.
dbfolks166mt
·2 years agoThis is interesting. When I spoke to Ebay about the two people who didn't like the item, they said I would either need to pay return shipping or let the customers keep the product. Neither item was worth the cost of refunding the whole item and then paying to ship it back - there would have been no profit left if I resold it.
This is sometimes the case. But you should also be aware that some buyers utilize it as a ploy for exactly the reason you stated. If the buyer has not officially opened a return request and is sending you messages they may be sizing you up to see if you will refund without them and allow them to keep the item without them having to open an official case. Buyers know that if you want the item back you will have to pay the return postage. What they are hoping is the return postage cost makes it non-profitable for you to approve the return and issue a return label. Even when you do provide the return label sometimes the buyer simply never returns the item.
dhbookds
·2 years agoIf buyer actually opened a case for INR........you need to answer the case with the tracking # that shows delivered...........your post is a bit unclear to me as to whether you did that or just messaged the buyer. Case will be closed in your favor.
As to I don't like it cases/posing as NAD, those will happen......returns are a part of retail today. Some sellers add 25c or so to each listing to cover the eventuality. You've sold 156 items in the last 90 days......so it would seem you are coming out ahead.........
cat31302
OP2 years agoEbay will not let me add the tracking number because the number attached to the package was already marked as delivered by USPS.
You answered exactly what I was wondering. I should be thankful that this has only happened a few times in 165 transactions. I just need to anticipate some crazy scenarios and add markup percentage to cover those losses. With this broken jewelry lot, I only earned about $10 (I think). The majority of the cost was flat rate shipping charge, which I didn't mark up.
dhbookds
·2 years agoWhen you say will not let you add the tracking #........do you mean to the CASE that was opened?........
lakefor94
·2 years agoItem Not Received cases are part of online selling. Make sure to respond to all eBay cases filed. Do not allow any to go unattended or allow eBay to decide the case for you. Respond within the filed eBay case itself.
I had a buyer in San Francisco once complain about not adding a signature required on their delivery for a $235 item. They got the item OK but UPS had to make a trip or two to get it in their hands. I reckon it was a tough neighborhood.
I told the buyer that most all my buyers despise signature required and they have to ask for that if they feel they need it for transactions under $750.
I received some sort of entitled response from the buyer and added them to my buyer blocked list.
Buyers have to take personal responsibility for providing a safe delivery location or they will experience problems.
BTW, selling trash/junk is risky no matter how well you describe it even when listing with the "For Parts Only, not working" description.
jrkirk
·2 years agocat31302
OP2 years agoI'm unsure what you mean. I have read the entire policy on how returns work. This guy is not trying to return all that broken junk jewelry, he's trying to claim I should refund him all of it because USPS left it on his porch.
broto_64
·2 years agoYeah you will get those buyers on occasion, however if the item was sold for more than $700 it should have had signature confirmation per ebay policy.
Why would ebay not require said confirmation when allowing a seller to buy/print the label?
Perhaps you purchased the label elsewhere?
Who knows...
Also you shouldn't sell trash on ebay, that simply increases your problem buyer numbers.