mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Hi Community!
Please join The Community Team here on Wed April 4th at 1 pm Pacific for a one hour Q&A chat. We do not have a set topic, so please share your buying & selling questions.
Chat with you then 
*Keep in mind the Community’s Rules of Engagement when you post. Non-constructive/disrespectful posts will be removed by our moderation team so that the thread can focus on a productive discussion.
@vrykalakwrote:"If a members response helped, please give it a Helpful. If you are the author of a thread and one member's response resolved your question, please click 'Accept as Solution.' More on Accepted Solutions "
Today for the first time, I actually looked for this option.
The "More on Accepted Solutions" page said it should be on the bottom left, under the Helpful flag...but it isn't. ?.
Are you for sure the OP?
Also, I see it above the helpful thumbs-up on every thread that I have started.
@labs118wrote:
brian@ebaywrote:
@mam98031wrote:I have a question regarding the Free Return program.
If I were to offer Free Returns, will I still be able to withhold the original shipping or otherwise give a partial refund on a claim that is filed as a Buyer’s Remorse? What if I do free shipping? Will I still be able to give a partial refund on a Buyer’s Remorse Request?
Will I still be able to have the buyer pay for return shipping if I do Free Returns?
Hi @mam98031, sellers will still have the option to retain original shipping on remorse returns, even when offering free returns. We expect partial refunds of the item cost to only be done if an item is returned damaged and not on remorse returns. Sellers that offer Free Returns will not have the ability to charge buyers for return shipping.
Am I misunderstanding
if this seller offers free outbound shipping they cannot withhold a shipping charge on a remorse return Per Brian post #25
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Live-Broadcast-amp-Community-Chat-Mar-14th...If the seller offered free shipping outbound, then there is no ship charge for them to withhold from the buyer. If, on the other hand the seller charged the buyer shipping when the item was purchased, the seller can withhold the outbound ship cost.
I hope that clarifies it.
Thanks for selling on eBay.
Brian
Thanks for the info, but that wasn't my question.
@this4chris2012 wrote:
Mobile Checker is broken. Just spins & spins & spins. CS is clueless. What's the problem and timing for a fix?
Thanks.
Hi @this4chris2012, sorry for the hassle this has caused. We are aware of the issue with the Mobile Checker. While we don't have a timeframe on a fix, our developers are taking a closer look into the matter.
@Anonymouswrote:
@mam98031wrote:
@Anonymouswrote:
@mam98031wrote:Question regarding how a buyer selects the reason for a Return Request.
Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me. In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason.
Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD. This happens to sellers all the time. But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.
When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?
What is it that Ebay expects sellers to do in a case like this? What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?
Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.
While in it sounds logical to give a call to Ebay. Some of us are finding that idea is not necessarily in the best interest of the seller in cases like this.
Twice in the last month my friend has had a case similar to what is described here. Unfortunately I advised her to call Ebay to see what could be done with it. The CSR said there was nothing they could do to help. And even though the seller was clear with the CSR they did Not want the Request escalated, that is exactly what the CSR did. And within moments the case got closed in the favor of the buyer before the seller could even call Ebay back to see what went wrong.
More and more it appears that CSRs are escalating Requests when sellers don't want them escalated, they are merely calling for some assistance. Instead they are getting more issues to deal with.
My friend did appeal the case and it was reversed, but the buyer did get their money back in full and it was Ebay that refunding the seller. My guess is that this should be getting pretty expensive for Ebay.
Hi @mam98031@, definitely not the kind of experience we want sellers to have when calling in for advice. Feel free to @mention a member of the Community Team if you see these experiences on the boards and we can have the call reviewed for appropriate action and coaching as needed.
I did that. I actually sent an email directly into askcommunity about a week ago, but I got no answer. I don't think I sent it to your attention, but it may have been or it was Tyler. My mind is just not recalling at this point.
This however isn't a new thing. I personally have heard this complaint on the weekly chat before. This is not just a one off problem. It is on going when using the call center.
@dtexley3 wrote:
Recently a poster reported that when they had purchased an item from a seller and not left feedback they eventually got a message/email from eBay that asked if they needed to return the item, rather than a message to leave feedback if they liked the item.
Does eBay send out such a message? Sellers get nastygrams if they have too many returns, and we've been told that communications after the sale and returns will be added to DSR's soon. Why would eBay PROMOTE a buyer returning an item?
Thanks.
Hi @dtexley3 - I'm not aware of any emails that we send that advise or suggest returning the item instead of leaving feedback. On my personal account I recently got the standard reminder message about leaving feedback after 30 days. Something along the lines of 'How are you liking XX?".
If a different email is being sent advising buyers to return items please page one of us to the thread so we can do more digging. Thanks!
@reclaimed_denim wrote:
Thank you for the links --those look to be very helpful. Regarding the maximum discount allowed, that really makes no sense to me. As a buyer, I would want to be offered the maximum discount, and as a seller, I like it as an option to entice buyers and move items that haven't otherwise sold. I find it troublesome that I pay for a store subscription, but can't control the discount I offer to my buyers. I like to offer some new items at 70% off retail (or more) and I can no longer advertise it as such (at least not with markdown). Shouldn't this be up to each seller to decide if this is an effective sales conversion tool?
Great input @reclaimed_denim - I'll make sure the stores and tools teams are aware of this.
@my-cottage-books-and-antiqueswrote:
Brian, I think your statement might confuse some people:
"We expect partial refunds of the item cost to only be done if an item is returned damaged and not on remorse returns"
I think what you mean to say (correct me if I'm wrong) is : If seller offers free return shipping, seller can issue a partial refund (up to 50% deduction) only if the item is returned damaged in some way (in transit, or a sealed CD , for example, returned in an open condition). This is true regardless of the reason the buyer gives for the return. But a seller cannot issue a partial refund if the item is returned in the same condition as sent, again, regardless of the reason for the return.
I get that on SNADS, but Buyer Remorse Requests are handled differently within the return system. So I was seeking clarification on that specifically.
