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 
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@Anonymouswrote:
@mam98031wrote:
@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.
Hi @mam98031, tyler@ebay and I will take a peek for your email in case we missed something. Sorry if it slipped past us!
Oh come on, you couldn't possibly be busy or anything !!! LOL
tyler@ebaywrote:
@imagizeyourworldwrote:I have some questions regarding the following "new store experience" FAQ...
Q: Will eBay Stores continue to have its own local search capability?
A: Yes. Consumers will be able to search for items within a Store in the main eBay search bar.
https://pages.ebay.com/seller-center/seller-updates/2018-spring/ebay-stores.html#m22_tb_a2__7
1. What exactly does this mean/How exactly will this work? Will buyers have to change/select something to do a search specifically in the store? Or will it be completely straight forward and automatic... meaning that if the buyer is "in" a store, the search will apply to that store by default, instead of site-wide (or something like that)? Anything that makes the buyers work harder or need special knowledge about how the site works is a barrier to sales.
2. Will the URL structure for store search results remain the same as it is now? In other words: will existing "canned search" links sellers have in their descriptions (to point buyers to similar or related items) continue to function correctly after the new store search structure is implemented? Or will those links have to be changed?
Thank you.
Hi @imagizeyourworld -
1. This will work a bit differently than it has in the past, but it should feel fairly intuitive. The idea is that it will work exactly the way you think it will: if you click into a store, the top search bar then becomes the 'store search' search bar. (see photo example)
2. I know that the main URL for your store will change, but we will have auto-redirects in place. However, for static search links you may be including in a description I am not certain of if those will redirect. I will find out and update you!
Thank you! 
... and if you need an example of the kind of search URL I'm talking about, feel free to message me.
@my-cottage-books-and-antiqueswrote:
mam98031,
Not sure I understand the issue here. If you offer free return shipping, and buyer selects a buyers remorse reason, and returns an item which arrives damaged (poorly packed) or otherwise not in the same condition you sent it (for example, a sealed bottle of perfume that has been opened), you can issue a partial refund (up to 50% deduction). If you feel the item is now worthless, and a partial is not a sufficient response, you can contact ebay and basically open a case, same as now..
So you know this to be how the new Free Return system will work on specifically on Buyer Remorse returns?
What kind of "case" are you talking about opening with Ebay, now or with the Free Return program?
@vrykalak wrote:
Hi @vrykalak, I double checked on this and if you are began the thread, you will have the option to mark a response as a solution. If you have a thread where you are not seeing this option, give us the URL so we can take a closer look!Here's the URL:
https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-April-4th-from-1pm-Pacific-...
Hi @vrykalak, thanks for sharing this link! Since this thread was not started by yourself the option to select a solution would not be available. Only one post per thread can be marked as a solution and while we do sometimes have to work with other teams to get answers for you, we certainly hope we have more than one solution to everyone's questions during chat! 
@mam98031 wrote:
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.
But on remorse returns there can be issues too which envolve a partial refund. Like in fragrances. Every one I sell are new condition, never used, and 99% of the time in a sealed box. If the buyer breaks the seal, uses the scent and then decide they don't like it and want to return it, that is a buyer remorse request or should be.
Now this item is no longer in the condition in which I sent it, I can no longer sell it as new, there are health laws / rules that prevent these items of being sold as new and the value is significantly affected, even with just one spray. What are we to do about that as sellers?
@mam98031, sorry that my last response wasn't very clear. If a buyer returns an item in a used condition or another condition that lowers the value of it, then sellers can use their best judgement and issue a refund minus up to 50% of the items cost. Sellers will also have 3 business days to review return requests on items that offer free returns. There are certain items that we consider altered once opened (for example, cosmetics) and would not consider a remorse return. I believe most fragrances would also be considered an altered item once opened just like cosmetics, though this can depend on the item and situation. During this 3 business day period sellers can decline a return for altered items.
@labs118 wrote:
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
Hi @labs118, correct! If there wasn't original shipping charged then there won't be anything to retain. If outbound shipping was originally charged to a buyer then the seller will have the option to retain it.
@my-cottage-books-and-antiques wrote:
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.
Hi @my-cottage-books-and-antiques, you are correct! Thank you for helping to clarify my response. I couldn't have said it better myself (clearly haha) 
@wamegun wrote:
I am curious if we can expect or hope for any changes to the existing feedback policy to align more with the sellers return policy? It is extremely unsettling to be "award" a red donut on day 59 when a customer request a return for an intimate item they used (was new) and decided they didn't like. I offer 30 returns but being dinged on the last possible day by a special buyer was not fun.
Also, a suggestion I have, if a customer charges-back an item after purchase, that it rolls over to their ebay account somehow. If I were to chargeback an item with a company, in most instances, I am restricted from buying anything else until that problem is handled. Especially when it can be proven the customer received the item(s) in question and their account was not subjected to fraud.
Hi @wamegun changes to feedback rules and time frames are definitely things we take seriously, and don't do lightly. This is a good suggestion however, and one that makes sense.
Charge-backs are definitely something that a buyer can pursue, but can jeopardize any eMBG claim. If we have reason to believe that a buyer is abusing our protection programs or disrupting the community we will take appropriate action to restrict their buying privileges and protect our sellers.
