Community Chat, Dec 6th @ 1pm PT - Returns

[alan@ebay]

Hi Community,

For our chat this week we'll be joined by the Returns team. Please use this session to get your questions answered, share your experiences with the eBay team, and look for advice on eBay Returns processes.

Here’s are some of the questions we often hear that we'd love to discuss with you:

· Why does eBay recommend 30 and 60 day Free Returns?
· What are Free Returns?
· What can I expect to get out of it?
· When and how can I offer partial refunds?
· How is eBay protecting sellers?
· What type of seller is expected to offer returns?
· What are the top 3 things I need to know about returns on eBay?
· Are returns mandatory?
· Where do I set up Return Policies?

We'll open the thread at 1 pm Pacific on Wed Dec 6th, and the chat will be open for one hour. 

Chat with you then! 

[williak]

Thanks for your comment, Jennifer. Unfortunately, you answered a question I did not ask. The item has ALREADY been inspected and the claim ALREADY paid. My understanding is that a return will cause a defect to be lodged against the seller when the shipping damage was entirely the fault of the carrier. How can the seller avoid getting a defect for handling a buyer-initiated return?

Surely, this situation comes up all the time. Is there no off-the-shelf procedure to handle it to everyone's benefit?

[scene.of.the.crop]

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@golfingaddict wrote:

I have a buyer that is returning an item.  In an email to me he said that if I send him a replacement I had better give him a discount to account for his troubles.

I don't have replacements activated in my listings.

I see that as an option when I create listings.  If I don't have it activated and a buyer requests a return, what happens if I do send a replacment instead of a return?  Can the request then be escalated to a return because that is not part of the return process because I didn't select it?

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@golfingaddict - We're glad that you  want to give great customer service to your buyers! We want to be sure we can protect you as well. Even if you do not offer replacements when you set up your listings, at the time you are processing the return, you can offer a replacement when you answer the return request. As long as we can see this, we'll know the replacement is on its way.   - Jennifer 

[lauren*us]

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@mr_lincoln wrote:

INR Question

I’ve read a number of threads where a Buyer processes an INR while the package is still in transit as Tracking shows and can be proven by the Seller.  An INR should not be allowed if the package is still in transit.  Buyers are getting awarded the claim and Refund then the package shows up late (through NO fault of the Seller, just a slow shipment by carrier) so they wind up getting the item FREE … Sellers have absolutely no control over what happens to a package once it is put in the hands of any carrier so why should they be penalized for that?

What is in place to protect the Seller from losing both money and item in this scenario?

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@mr_lincoln Thanks for this feedback. Typically a buyer should not be given both the item and a refund -- we do indeed take a look at tracking details, estimated delivery date, and the carrier and service selected. If it's still in transit, we understand that the package should have an adequate amount of time to arrive. There is still always a risk of packages taking longer than the estimated delivery dates -- especially during busy times like the holidays! -- so we'd advise using tracked methods and really you should be covered. I'd also advise using more 'reliable' shipping services (e.g. economy may not be the best during this time of year) if you're worried about the packages taking too long. 

[golfingaddict]

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@scene.of.the.crop wrote:

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@golfingaddict wrote:

I have a buyer that is returning an item.  In an email to me he said that if I send him a replacement I had better give him a discount to account for his troubles.

I don't have replacements activated in my listings.

I see that as an option when I create listings.  If I don't have it activated and a buyer requests a return, what happens if I do send a replacment instead of a return?  Can the request then be escalated to a return because that is not part of the return process because I didn't select it?

---

@golfingaddict - We're glad that you  want to give great customer service to your buyers! We want to be sure we can protect you as well. Even if you do not offer replacements when you set up your listings, at the time you are processing the return, you can offer a replacement when you answer the return request. As long as we can see this, we'll know the replacement is on its way.   - Jennifer 

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And I should pay off the extortionist to make him happy? 

[lauren*us]

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@dhbookds wrote:

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@lauren*us wrote:

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@dhbookds wrote:

How do we handle it when a buyer just sends an item back......no notice, the package shows up at the door with "I'd like a refund"..............

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Hey @dhbookds! Thanks for your question. In this case, you might consider cancelling this order  through My eBay and ensure to select the reason that buyer has requested the cancellation. Buyer will receive their refund and they should be good to go. Hope this helps! 

- Lauren

Lauren, I have no proof thru Ebay messages that buyer has requested cancellation.......so how is that going to be accepted? 

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Hey @dhbookds! This won't affect your seller standing, as long as the buyer has essentially requested this 'cancellation' -- since they sent it back to you without even opening a return request. 

[scene.of.the.crop]

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@williak wrote:
Thanks for your comment, Jennifer. Unfortunately, you answered a question I did not ask. The item has ALREADY been inspected and the claim ALREADY paid. My understanding is that a return will cause a defect to be lodged against the seller when the shipping damage was entirely the fault of the carrier. How can the seller avoid getting a defect for handling a buyer-initiated return?

Surely, this situation comes up all the time. Is there no off-the-shelf procedure to handle it to everyone's benefit?

---

Happy to clarify, @williak.  As long as the return is not escalated to eBay, there is no defect to your/ the seller account. We want the return to be registered on eBay so we have a record of that. 

[scene.of.the.crop]

@golfingaddict

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@golfingaddict wrote:

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@scene.of.the.crop wrote:

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@golfingaddict wrote:

I have a buyer that is returning an item.  In an email to me he said that if I send him a replacement I had better give him a discount to account for his troubles.

I don't have replacements activated in my listings.

I see that as an option when I create listings.  If I don't have it activated and a buyer requests a return, what happens if I do send a replacment instead of a return?  Can the request then be escalated to a return because that is not part of the return process because I didn't select it?

---

@golfingaddict - We're glad that you  want to give great customer service to your buyers! We want to be sure we can protect you as well. Even if you do not offer replacements when you set up your listings, at the time you are processing the return, you can offer a replacement when you answer the return request. As long as we can see this, we'll know the replacement is on its way.   - Jennifer 

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And I should pay off the extortionist to make him happy? 

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No! 🙂   - Jennifer

[golfingaddict]

If I offer 30 day returns, is the date of delivery the start date?    Is it 30 calendar days?

[williak]

Hi Lauren,

Is this (order cancellation) and option for my situation (carried damaged item, approved and paid claim)? I'm trying to arrange things such that seller doesn't get a return defect they don't deserve. Thanks for any guidance.

[dtexley3]

I wouldn't, I would refund the original purchase and not send a replacement if the buyer is beligerant about expecting a replacment AND a discount.  I'd also consider putting them on my BBL if they're a registered account.

[williak]

Gotcha. I'll pass it on. Thanks, Jennifer.

[Anonymous]

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@gracieallen01 wrote:

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alan@ebay wrote:

Hi Community,

For our chat this week we'll be joined by the Returns team. Please use this session to get your questions answered, share your experiences with the eBay team, and look for advice on eBay Returns processes.

Here’s are some of the questions we often hear that we'd love to discuss with you:

· Why does eBay recommend 30 and 60 day Free Returns?
· What are Free Returns?
· What can I expect to get out of it?
· When and how can I offer partial refunds?
· How is eBay protecting sellers?
· What type of seller is expected to offer returns?
· What are the top 3 things I need to know about returns on eBay?
· Are returns mandatory?
· Where do I set up Return Policies?

We'll open the thread at 1 pm Pacific on Wed Dec 6th, and the chat will be open for one hour. 

Chat with you then! 

---

How can ebay demand that a seller participate in, and solely provide, a money back guarantee return when ebay does not own, sell or see an item, does not verify what item - in what condition - is shipped and does not verify what item - in what condition - is returned, if it is returned?

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Hi @gracieallen01, our role as a third party within a dispute can be a challenging one at time, but ultimately we trust our sellers to describe the item to the best of their ability in the listing. We place the same trust in our buyers to describe what they receive to the best of their ability. If these two descriptions differ, we will seek to reverse the transaction and have the item returned for a full refund. We review all the details of the case if we are asked to step in and provide the best resolution for both parties. 

Our eBay Money Back Guarantee promotes trust in eBay, which drives traffic to the site and increases sales for our sellers. In return for providing access to our platform with a global marketplace and numerous resources to build your business, we ask our sellers to comply with our policies and guidelines. This includes accepting a return for an item that your buyer has reported does not match the description. 

[lauren*us]

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@thegreenhouse2 wrote:

Hello there,  is there anyway to offer free returns for Domestic shipments but not for international?  thanks for taking my quesiton.

Lisa from thegreenhouse2

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Hey @thegreenhouse2! Thank you for your suggestion -- right now, you can't designate a policy for domestic vs. international shipments, but we know this is something that sellers are asking for and we're currently working on it for 2018! - Lauren 

[dtexley3]

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@lauren*us wrote:

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@dhbookds wrote:

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@lauren*us wrote:

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@dhbookds wrote:

How do we handle it when a buyer just sends an item back......no notice, the package shows up at the door with "I'd like a refund"..............

---

Hey @dhbookds! Thanks for your question. In this case, you might consider cancelling this order  through My eBay and ensure to select the reason that buyer has requested the cancellation. Buyer will receive their refund and they should be good to go. Hope this helps! 

- Lauren

Lauren, I have no proof thru Ebay messages that buyer has requested cancellation.......so how is that going to be accepted? 

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Hey @dhbookds! This won't affect your seller standing, as long as the buyer has essentially requested this 'cancellation' -- since they sent it back to you without even opening a return request. 

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@lauren*us  How would eBay know this?  Trinton recently pointed out that refunds made without proper message trails can result in sanctions.  If there are no messages available on eBay what protection does the seller have in this case?  

[scene.of.the.crop]

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@golfingaddict wrote:

If I offer 30 day returns, is the date of delivery the start date?    Is it 30 calendar days?

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@golfingaddict - Great question! The start date is date of delivery when we have tracking info. If we do not have tracking info, it will start from the last date on the estimated date of delivery.  It is 30 calendar days.   - Jennifer