eBay

alan@ebay · ‎12-05-2017

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!

Alan - eBay Community Manager

If a member's response helped, please give it a Helpful. If you are the author of a thread and a member's response resolved your question, please click "Accept as Solution." More on Accepted Solutions.

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Anonymous · ‎12-06-2017

@vrykalak wrote:

@Anonymous wrote:

@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!

Hi @vrykalak, happy to clarify our stance on this. I noticed that you placed says in to quotations and feel this is meant to indicate that the buyer's description of what they received is somehow less valid than the seller's description of the item. I want to be clear that these descriptions are treated the same, as we are not present when the item is shipped or received by either party. We compare the descriptions our members provide and will seek to reverse the transaction if there is a disagreement.

It is not a matter of placing blame or fault as you mentioned; simply a matter of our sellers being expected to provide a solution to their customers when needed. Our goal is to help our sellers be successful while operating their business on our platform, and part of any successful business is accepting returns for a full refund when a customer lets you know the item did not match the description. If there is any reason to believe the claim is invalid or that any kind of fraudulent activity is present, we would work to protect a seller.

chrysylys · ‎12-06-2017

@lauren*us wrote:

@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

There is one today where the buyer opened the INR well before teh expected delivery date and the seller has tracking showing it still enroute.

Forget keeping up with the Joneses. Be the Finklegrubers!
OK kids, time to get the Dodge loaded up again. I hear 'Poppy's By the Tree' calling. This trip might be a long one too.

vrykalak · ‎12-06-2017

@lauren*us wrote:
@vrykalak wrote:
@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?
@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

So you're saying a seller deserves a defect for INR because the package might have been lost in the mail?

labs118 · ‎12-06-2017

@lauren*us wrote:
@labs118 wrote:
@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.

Not what I want to hear, not protecting a seller if this happens.
So we can't call for an extension ? you just give away a sellers item & money is what you are telling me.

golfingaddict · ‎12-06-2017

alan@ebay

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

The boards are not exactly a great measure as to how bad a problem is. People don't run to the boards to tell great things that happen or returns that worked out fine. You usually only hear problems and sometimes there is more to the story than you hear.

tyler@ebay · ‎12-06-2017

Thanks for joining us - the chat is now closed.

We're going to stick around to answer any questions we haven't gotten to yet. Join us next week!

Tyler,

tyler@ebay · ‎12-06-2017

@odditiesandantiquities1 wrote:

@Anonymous wrote:

@gracieallen01 wrote:

@Anonymous wrote:

@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.

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.

Hi @odditiesandantiquities1 - we expect our members, regardless of size, to abide by the terms and conditions they agree to when creating an account.

Tyler,

lauren*us · ‎12-06-2017

@labs118 wrote:

@dhbookds wrote:

@lauren*us wrote:

@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?

@labs118 You can cancel a delivered transaction as one of the drop-down options in My eBay under your "Paid and Shipped" area.

For the out-of-stock defect exemption, you'd probably have to call Customer Service for this one and I can't guarantee that this would be the outcome, so I'd advise against this. The cancellation is a better option.

scene.of.the.crop · ‎12-06-2017

@vrykalak wrote:

@lauren*us wrote:

@vrykalak wrote:

@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?

@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

So you're saying a seller deserves a defect for INR because the package might have been lost in the mail?

@vrykalak & @labs118 - Jumping in to respond to you both because it looks like you both are asking similar questions. The situations you're outlining are not ideal for anyone and what we're concerned about as I am sure you are, is the making the customer whole. If packages are taking an extraordinary amount of time to arrive, the buyer is still waiting as well and getting frustrated.

Communication with the buyer can always help. It's your decision on when or how to make the customer whole whether by refund or replacement. If the buyer does not escalate, you would not get a defect. -Jennifer

Anonymous · ‎12-06-2017

@gracieallen01 wrote:

@Anonymous wrote:

@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.

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?

Hi @gracieallen01, I apologize if there was any confusion created by my response. eBay is given information by both the buyer and the seller for items sold on the site. We absolutely have interest in the items sold here as I'm sure you understand they are the core of any transaction. We provide a platform for buyers and sellers all over the world to connect, and in turn we have certain guidelines that need to be followed for mutual success.

To ensure that our site remains a safe place to buy and sell, we provide our eBay Money Back Guarantee. The processes in place for addressing concerns within this program mirror other protection programs that a buyer would have access to, ensuring that they can seek a resolution to any concerns they have directly on the platform where they made their purchase.

Ultimately, it is our responsibility to ensure our site grows so our buyers are able to find the items they are looking for and our sellers are able to grow their sales. Certain programs or features on the site are designed to support these goals. I hope this helps clarify why our eBay Money Back Guarantee is so important for both our buyers and our sellers.