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! 

[odditiesandantiquities1]

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@chrysylys wrote:

"· 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.

---

I do think there is some things to anaylze when these things happen. Feedback. Length of time on eBay, Ratings, etc. I would also hazard an opinion that more than 90% of the time,  it is the scammer buyer, so in reality, support should initially be with the seller until proven otherwise.

[williak]

Oops, got a wrinkle. The seller's original listing said NO RETURNS. Will that be a problem?

[chrysylys]

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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. 

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There is one today, but I just went looking for it and can't find the thread.

[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. 

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Why -  as a third party, with no knowledge of the item or condition or interest/ownership in the item - should ebay have control over whether or not a return, let alone reimbursement, be made on something of which they have no information?

[dtexley3]

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@labs118 wrote:

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@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?

---

I just checked some orders marked delivered in Seller Hub and the drop down menu still includes the "Cancel" option, so it looks like you can cancel even if the item was delivered.

[mendelsons]

Every two weeks I find myself calling in to get return cases closed from buyers that have not shipped back their items within the time frame allowed to return the items. 

Is there a way to make this easier for the seller since the status only gives us the ability to refund the buyer.    I should be able to say they havent returned the item therefore close this case.  Instead I waste my time and your CSR time in helping me get cases closed.

Thanks for suggesting the additional messages after the case has been accepted, it will make it better for me for sure.

Rick

[Anonymous]

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@gracieallen01 wrote:

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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?

---

I apologize for any confusion, @gracieallen01. I did not mean to indicate that complying with our policies and guidelines was optional. If a member of our community chooses to register a selling account, they are agreeing to our terms and conditions. One of these is that a seller will be expected to comply with our eBay Money Back Guarantee policies and decisions. 

[odditiesandantiquities1]

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@vrykalak wrote:

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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!

---

alan@ebay

I know you read the boards. You know how many times sellers have stated this.

[lauren*us]

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@labs118 wrote:

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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. 

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@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 

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@labs118, I hear you on this one. I can think of a couple of times that shipping has just taken too long or gotten lost... Lost packages, or even those that get re-routed around forever could take an exceptionally long time to arrive -- or not even arrive. While it shouldn't be happening extremely often if you're using good shipping methods and services, you might want to consider the $$ amount of this type of "loss" that occurs in the year and build this into your business / listings' pricing.

[labs118]

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@dtexley3 wrote:

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@labs118 wrote:

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@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?

---

I just checked some orders marked delivered in Seller Hub and the drop down menu still includes the "Cancel" option, so it looks like you can cancel even if the item was delivered.

---

I also looked at in seller hub & didn't see that at first since there are so many ways to look at items in the hub.
I now went under Orders not sold section and do see it now
Thank you

[odditiesandantiquities1]

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@mendelsons wrote:

Every two weeks I find myself calling in to get return cases closed from buyers that have not shipped back their items within the time frame allowed to return the items. 

Is there a way to make this easier for the seller since the status only gives us the ability to refund the buyer.    I should be able to say they havent returned the item therefore close this case.  Instead I waste my time and your CSR time in helping me get cases closed.

Thanks for suggesting the additional messages after the case has been accepted, it will make it better for me for sure.

Rick

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 I would also like to add that I have been given extensions on a return well past the original date.

[lauren*us]

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@vrykalak wrote:

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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. 

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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?

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@vrykalak Hi! An item may actually look like it is 'in transit' but end up lost in the end. So yes; buyers are able to open an Item Not Received request -- but the buyer should be expecting the package in that timeframe and we do consider this information. - Lauren

[scene.of.the.crop]

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@williak wrote:
Oops, got a wrinkle. The seller's original listing said NO RETURNS. Will that be a problem?

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@williak - No, it doesn't change anything. It sounds like in your scenario with the damaged item, both seller and buyer are on the same page. The buyer can still send a return request even if seller's policy says no returns, and seller can refund. 

[odditiesandantiquities1]

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@Anonymous wrote:

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@gracieallen01 wrote:

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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?

---

I apologize for any confusion, @gracieallen01. I did not mean to indicate that complying with our policies and guidelines was optional. If a member of our community chooses to register a selling account, they are agreeing to our terms and conditions. One of these is that a seller will be expected to comply with our eBay Money Back Guarantee policies and decisions. 

---

Not so, I know many sellers who don't even bother to read updates and go about their business anyway that they see fit. But, they are also the ones with gazillons of feedback and pay a lot of fees.

[odditiesandantiquities1]

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@lauren*us wrote:

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@labs118 wrote:

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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. 

---

@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 

---

@labs118, I hear you on this one. I can think of a couple of times that shipping has just taken too long or gotten lost... Lost packages, or even those that get re-routed around forever could take an exceptionally long time to arrive -- or not even arrive. While it shouldn't be happening extremely often if you're using good shipping methods and services, you might want to consider the $$ amount of this type of "loss" that occurs in the year and build this into your business / listings' pricing.

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Why not extend the shipping time to allow for USPS's mess ups. It's not lke it's uncommon.