Return Policy: do you take returns? Free returns? What works for you?
I recently saw a post from a new seller getting slammed with returns in clothing as the seller was doing free returns. Sellers jumped in and advised the seller- to swiftly switch to PAID returns. Seller did. Return problem solved.
So question, do you take returns? Are your returns typically buyer pays or do you offer free returns on some items?
For the record, I take returns on everything. On clothing buyer pays. On categories with little to no returns I do free returns as I am a Top Rated Seller and free returns along with one day or same day handling and 30 day or better return policy earns me a 10% FVF rebate. I like getting some $ back from eBay.
What works for you?
23 comments
respectsyoutech
·1 year agoIt can be very challenging not to lose money if a small shop with tiny margins.
Sometimes no matter how good a service you offer. No matter how sure you are all is 100%, safely packed, undamaged package. There are going to be unexpected returns. For one reason or another.
In this way, can make some sense to have: "buyer pays return shipping" - just to minimize buyer regret returns.
This won't stop INAD. But it's something.
And it's always risky for the seller, especially if limited finances.
knifeaholic
·1 year agoI have offered 30 day free returns for many years. No real issues, as my return rate is well below 1/2 of one percent. And I have not had a return that was my fault in many years.
I have an interesting return story, though. When eBay first announced the idea of 30-day returns, my initial reaction was that someone could buy one of my items, list it for sale for a couple weeks, then if they did not get their BIN price, open a return case and return the item to me for a refund.
That did happen to me. I had a relatively high dollar item (over $300) listed as an auction. The item had several defects of the type that were not discernible in photos. I carefully described these defects in the listing description.
One of my competitors bid on and won the auction. He then listed the item, and did not mention any of these defects. He sold the item at auction for a hefty price, well above what he paid me for it. I had watched the auction, so I knew that he sold it and for what price.
Evidently his buyer was not happy and returned it to him. The next thing I know, with about one day left in the original return window, my competitor buyer opens a return case for a VERY made up reason. So I had no choice but to pay this scoundrel for return shipping and got the item returned for a refund.
Some people are just hopeless!!
johnrj1226
·1 year agoWhen eBay introduced the 30 day Money Back Guarantee** for buyers, always had a a 30 day return policy with buyer pays shipping for remorse reasons, always had separate shipping/handling charge. Never did "free shipping. Felt a no return policy was foolish and would be have a negative impact on sales - all a buyer had to to do was claim the Item Was Not As Described and the seller was defenseless 99.9% of the time plus returns are just a part of doing business
** https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=1&query=eBay%20Money%20Back%20Guarantee%20policy&intent=eBay%20Mon&lucenceai=lucenceai&docId=HELP1238
gloryglorygifts
·1 year agoI do 30-day free returns and get them rarely. Last year my percentage was 0.1%. It works for me. I think it depends on what you sell. I wouldn't do it if I was selling books or clothing.
reallynicestamps
·1 year agoI take returns and pay for return shipping.
Because philately is a hobby for people who like precision, all the stamps of the world have been catalogued and numbered , although there are various catalogues and some disagreement on values.
And there are carefully described standards for grading.
One result is that there is little disagreement on what Not As Described means.
In additions, philately is known as a "handshake hobby" where word is bond.
And demographics comes into it.
The "criminal " demographic is male between 15 and 34. If your product appeals to that group, you will have many more problems than with my older more stable customers.
stainlessenginecovers
·1 year agoJust like "Do I do 'free' shipping?" etc.; the answer is simple:
What does MOST of your competition do? (in your category)
mam98031
·1 year ago@love2beselling
Learn the facts of what each return policy actually means as there is likely some surprises for you.
The return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. 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 use options 4 or 5 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: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
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.
powell-collectibles
·1 year agoOP was just asking what works for other sellers. I didn’t take it that she needed a rundown of options or a lecture.
mcdougle4248
·1 year agoI offer 30-day free returns. I believe I switched from the 30-day buyer pays return policy about 4 years ago.
Returns are not an issue for me. 43,000+ items sold and only 1 return over 10 years ago. That return was not even a case opened. The buyer simply sent the item back to me on their dime because they ordered the wrong one.
12345jamesstamps
·1 year agoI do '14 day returns where buyer pays for return shipping'...I think that can scare a number of buyers not knowing about how to do a return with tracking and such and having a limited time to return it.
Buyers are not good shippers like us sellers...LOL
And with the shipping charge coming out of buyer's refund if using an eBay shipping label that might even scare more buyers from returning something.
30 days seems to long on a return.
For me, I never had a return and never returned something(I am the lazy type...I just eat the lose rather than waster my time returning something.).
onefootflipper
·1 year agoMy honest opinion on this after talking to many sellers about it for my youtube channel is that "no returns" is the correct choice for MOST sellers. If you don't know what to pick, then pick no returns.
Both free and paid returns come with obvious financial downsides that may or may not pay for themselves with increased sales from placement in the algorithm.
I am firmly of the belief that you don't want ANY customer who makes choices based on return policies. The ones who care are the exact ones who return a lot of things. If your items are good and your prices are right then you don't want or need those customers. You simply are not the local brick and mortar who is going to offend Mr. Jones by refusing his return and causing him to permanently shift his business to your competitor. Instead you are in the situation where the customer would have likely never shopped from you again anyway, and certainly won't if they return something since you will block them.
You also are not a mega-website in which the same customer is likely to return so often that you even make money off the people who return things. Most of your customers are single time purchasers.
powell-collectibles
·1 year agoAgreed that sellers shouldn’t pick free
returns without having an idea of the consequences. At least a rough estimate 🙂
a lot of us have very low return rates - I’m probably at less than half of a percent. I can easily offer free returns with no worry.
Unavailable member
·1 year agoI sell audiobooks on CD, returned CDs can’t be resold due to finger prints and scratches, plus I’m not running a library.
When I offered free returns, the returns were out of control. I switched to no returns a little over a year ago I am pleased to say I haven't had any returns. I will never go back to free returns.. I do understand that if a buyer decided to go the NAD route I will be paying for the return or issue a refund without requiring the item back, I’m good with that.
inhawaii
·1 year agoI'm like you, also a "no returns" seller.
I see so many sellers here on the boards saying if you don't offer free returns, that buyers will make up fake INAD returns.
I just don't see that happening with me.
Unavailable member
·1 year agoHasn't happened with me either.
simply-the-best-for-you
·1 year ago@ebooksdiva @inhawaii I do get a couple nowadays, I didn't used to, but since I sell clothing, it's more expected due to fit reasons. However, I only get 1-2/year.
onlinecentral
·1 year agoI mostly sell in Consumer Electronics, Business & Industrial Electronics and eBay Motors.
1% are honest returns, the buyer pays for return shipping on a remorse return.
0.4% are dishonest returns. The buyer is incompetent or a liar. I pay the return shipping.
I can relist 95% of the returned merchandise. I don't worry about the loss on original shipping at $4 to $6 dollars each.
simply-the-best-for-you
·1 year agoOther than experimenting a few times (most recently a couple of years ago with horrific results) I've been happily No Returns for my 29 years. After every experiment I've always gone back no returns.
Most recent test for 2 months a couple of years ago showed an extremely disturbing trend. Normally I get 1-2 return requests a year, maybe 1 a year is a fake SNAD request. Suddenly when I allowed returns (30 days buyer pays), I had 6+ fake SNAD requests in 2 months. Enough that I was concerned about my seller rating, which I've never been concerned about in all these years! I went back to no returns & in the almost 3 years since, am back to maybe 1 a year. Apparently buyer entitlement has REALLY grown! In all my prior past tests, there was only a slight increase in requests & none of them were SNADs. However I never saw any reason to continue to allow returns b/c there was no big increase in sales.
You still have to accept SNAD's, fake or not, but No Returns is where it's at for me.
heckofagame
·1 year agoThe number of returns that a seller may receive is very category dependent. We have been offering free 30-day returns for about 4 years now and we have had 3, 2 of which turned out to be buyers wanting to trade their old stuff for new stuff at our expense.
inhawaii
·1 year agoI do not take free returns/remorse returns.
I only take INAD (item not as described) returns.
Works for me.
tarotfindsandmore
·1 year agoI offer free 30-day returns on everything. I keep the original shipping fee on remorse returns. I don't sell clothing, however, so it's not a big deal.
gator08041971
·1 year agoFor me it depends on the item I'm selling.
Some items I offer free returns. Other items I charge for returns. But I rarely have items with no returns anymore. Only on AS-IS type listings, or similar.
kandf_vintage_finds
·1 year ago30 day returns. Buyer pays return shipping. Works for me
Of course I pay the return shipping if not as described etc.....