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! 

[labs118]

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@lauren*us wrote:

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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?

---

@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. 

---

@lauren*us
So nothing to do with the busy holiday shipping 
Example USPS Priority mail is used , it goes into limbo or gets shuffled to the wrong hub then back again,   buyer files an INR seller has x amount of days only.
  Does seller call for an extension?
ebay has & will close a case giving the buyer a refund & item arrives, Seller is out of luck buyer has sellers item & money.
You make it sound way to easy & it's not . Sorry
It's not all rose colored like your making it out to be.
It happens , so what does ebay do for the seller in this instant since you gave away OUR item & money.
Thanks 

[vrykalak]

<rant>
1. I would like to gripe about two "return" cases:
- In the 1st case, the buyer claimed a costume I sold wasn't the right size. The listing included detailed measurements and also contained a size chart, where the measurements that applied to this costume were in red ink. Even though three eBay agents I talked to on the phone agreed that I was not at fault, I got a defect because I refunded her money. eBay refused to remove the defect.
- The 2nd case was one of three where someone had broken into the package on its way to the buyer, stolen the contents, and sent the empty package on. I can't fathom why the buyer opened a return case, but he did, and I got another defect when I refunded his money. eBay refused to remove the defect. (The other two instances like this, I just refunded the money with apologies, no cases were opened, so no defects were issued.)
In all four instances, the buyer was unhappy, but at least had not lost any money. I, on the other hand, was out the original cost of the item, plus the actual cost of shipping & any shipping supplies I used,
I respectfully submit that this kind of thing shouldn't happen and, if it does happen, eBay should be willing to remove undeserved defects.
</rant>

[dhbookds]

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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 opeLLaurenning a return request. 

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Lauren, do you get that the buyer has said nothing on ebay about anything?  If I use buyer requested for a cancellation with no backup proof........I'm going to get slapped.......... and by the way, I said nothing about it being unopened..........I have nothing except a piece of paper and the item in my hot little hand............I can't just do a refund from paypal.......because I'll get an Out of stock.

[golfingaddict]

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@scene.of.the.crop wrote:

@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?

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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 

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

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No! 🙂   - Jennifer

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If I do not have exchanges activated in my listings, do I have to send a replacement?  Can I just refund even though the customer wants me to send him another item and demands that I give him a discount for his trouble?

I have 30 days returns, money back when the buyer returns the item. 

Isn't that all I am required to do? Refund on return? 

(forget about the fluff of me trying to give great customer service or whatever.... I have a return policy, return for refund.. that is it)

Simple..

Is refunding him all that I am required to do even if he wants something else.

[vrykalak]

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@lauren*us wrote:

---

@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?

---

@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. 

---

Sorry, but that didn't answer the question.
Why is a buyer allowed to open an INR case while the item is still in transit?

[gracieallen01]

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@Anonymous wrote:

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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?

---

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. 

---

You say that ebay 'asks that sellers comply with your policies and guidelines'.  Does that mean that it is optional that they participate in the money back guarantee?

[mendelsons]

When handling returns through your console, why does messaging go away after the return has been accepted.  Many times we have had to message buyers for various reason related to the returns for reasons like - not all items where included, did you want a refund or an exchange (since now you are automatically accepting returns buyers are not telling us if they want a refund or exchange) and other reasons.  

There really should be additional messaging available even after the return has been accepted.  Makes no sense to have to communicate outside of the return case when messages related to the return have to be done in regular messages.  Have to be on your toes to follow the timeline of messages.

[lauren*us]

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@dtexley3 wrote:

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@lauren*us wrote:

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@dhbookds wrote:

---

@lauren*us wrote:

---

@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? 

---

---

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. 

---

@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?  

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Hello @dtexley3! Happy to clarify. You can always send a message to your buyer stating something to the effect of, "I received your return and am processing your refund through a cancellation." - Lauren 

[scene.of.the.crop]

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@vrykalak wrote:

<rant>
1. I would like to gripe about two "return" cases:
- In the 1st case, the buyer claimed a costume I sold wasn't the right size. The listing included detailed measurements and also contained a size chart, where the measurements that applied to this costume were in red ink. Even though three eBay agents I talked to on the phone agreed that I was not at fault, I got a defect because I refunded her money. eBay refused to remove the defect.
- The 2nd case was one of three where someone had broken into the package on its way to the buyer, stolen the contents, and sent the empty package on. I can't fathom why the buyer opened a return case, but he did, and I got another defect when I refunded his money. eBay refused to remove the defect. (The other two instances like this, I just refunded the money with apologies, no cases were opened, so no defects were issued.)
In all four instances, the buyer was unhappy, but at least had not lost any money. I, on the other hand, was out the original cost of the item, plus the actual cost of shipping & any shipping supplies I used,
I respectfully submit that this kind of thing shouldn't happen and, if it does happen, eBay should be willing to remove undeserved defects.
</rant>

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@vrykalak - I'm sorry to hear you have a couple challenges on returns. We can't discuss your account here, but expect an email shortly.  

[vrykalak]

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@Anonymous wrote:

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@gracieallen01 wrote:

---

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?

---

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. 

---

Sorry. Wrong answer. 
If the seller's description is different from what the buyer "says" was received, eBay automatically assumes the seller is at fault.
eBay expects the seller to refund the item price, and the initial shipping cost, AND pay for return shipping. 
This is a problem!

[chrysylys]

"· How is eBay protecting sellers?"

I've been sitting this one out because  I'm kind of irritaed at some of the outright fraudulent returns I've been reading about.  Rocks instead of computers, bars of steel instead of rolls of coins, etc.  I don't know what the answer is since there really are rarely solid witnesses at either end of the shipment.

[scene.of.the.crop]

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@golfingaddict wrote:

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@scene.of.the.crop wrote:

@golfingaddict

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@golfingaddict wrote:

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@scene.of.the.crop wrote:

---

@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 

---

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

---

No! 🙂   - Jennifer

---

If I do not have exchanges activated in my listings, do I have to send a replacement?  Can I just refund even though the customer wants me to send him another item and demands that I give him a discount for his trouble?

I have 30 days returns, money back when the buyer returns the item. 

Isn't that all I am required to do? Refund on return? 

(forget about the fluff of me trying to give great customer service or whatever.... I have a return policy, return for refund.. that is it)

Simple..

Is refunding him all that I am required to do even if he wants something else.

---

@golfingaddict - You do not have to offer the replacement. You can provide the refund if you prefer. All we 'hold you to' is what you have listed in your return policy. 

[labs118]

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@dhbookds wrote:

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@lauren*us wrote:

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@dhbookds wrote:

---

@lauren*us wrote:

---

@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? 

---

---

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 opeLLaurenning a return request. 

---

Lauren, do you get that the buyer has said nothing on ebay about anything?  If I use buyer requested for a cancellation with no backup proof........I'm going to get slapped.......... and by the way, I said nothing about it being unopened..........I have nothing except a piece of paper and the item in my hot little hand............I can't just do a refund from paypal.......because I'll get an Out of stock.

---

@lauren*us

This is a good question, We have been told in the past if an item is shown tracked as delivered we will not get an OOS defect for a refund via Paypal. Can you verify this please

And your telling OP to cancel, how do you cancel a delivered transaction ? I don't see this as an option in any of my sold & delivered items?

[odditiesandantiquities1]

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@scene.of.the.crop wrote:

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@vrykalak wrote:

<rant>
1. I would like to gripe about two "return" cases:
- In the 1st case, the buyer claimed a costume I sold wasn't the right size. The listing included detailed measurements and also contained a size chart, where the measurements that applied to this costume were in red ink. Even though three eBay agents I talked to on the phone agreed that I was not at fault, I got a defect because I refunded her money. eBay refused to remove the defect.
- The 2nd case was one of three where someone had broken into the package on its way to the buyer, stolen the contents, and sent the empty package on. I can't fathom why the buyer opened a return case, but he did, and I got another defect when I refunded his money. eBay refused to remove the defect. (The other two instances like this, I just refunded the money with apologies, no cases were opened, so no defects were issued.)
In all four instances, the buyer was unhappy, but at least had not lost any money. I, on the other hand, was out the original cost of the item, plus the actual cost of shipping & any shipping supplies I used,
I respectfully submit that this kind of thing shouldn't happen and, if it does happen, eBay should be willing to remove undeserved defects.
</rant>

---

@vrykalak - I'm sorry to hear you have a couple challenges on returns. We can't discuss your account here, but expect an email shortly.  

---

alan@ebay

I think the problem is clearly in this statement.

" Even though three eBay agents I talked to on the phone agreed that I was not at fault, I got a defect because I refunded her money. eBay refused to remove the defect"

I'm hearing more and more than nothing is found, or in this case removed, in the sellers favor, even when your own people know it to be true . Why is that?

[sarahbru]

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@mendelsons wrote:

When handling returns through your console, why does messaging go away after the return has been accepted.  Many times we have had to message buyers for various reason related to the returns for reasons like - not all items where included, did you want a refund or an exchange (since now you are automatically accepting returns buyers are not telling us if they want a refund or exchange) and other reasons.  

There really should be additional messaging available even after the return has been accepted.  Makes no sense to have to communicate outside of the return case when messages related to the return have to be done in regular messages.  Have to be on your toes to follow the timeline of messages.

---

@mendelsons: We hear you and we agree. This is feedback we are sharing with the team working on Returns. THANK YOU. Sarah