Join the Community team here at 1 PM PT on January 8th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have on buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread. While no additional questions can be submitted after this time, we'll continue to work on responding to any queries that may still be unanswered.
If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you.
*Please note that we're not able to address account-specific queries. Questions regarding your account should be directed to eBay Customer Service.
@dhbookds wrote:
Hope ya'll had good holidays!!!
My brain is sprained apparently on refunds on returns......specifically under what circumstances the original shipping can be deducted. Trinton explained on the board that it could not be deducted in addition to damage deductions but I'm not sure what would be a proper criteria........all, some remorse claims? Snad claims that are not justified in our view? ie....claim of not as described, wrong size, when size is clearly stated with measurements?
Hi @dhbookds, original shipping costs can be deducted from remorse returns only. There will be a toggle option in the return to deduct original shipping. If the toggle option is not available then the option to deduct original shipping will not be available for that return (such as when a Not As Described return reason is selected by the buyer).
In situations where a buyer selects a remorse return reason and returns the item in an altered or damaged condition, the seller can also issue a less than full refund. The less than full refund tool can only be used for the cost of the item. It cannot be used to cover original shipping costs.
@abfabvintage wrote:
thx for bringing this up...and i would like to know if you report a buyer before or after refunding.
Hi @abfabvintage, I have confirmed that the order that a buyer is reported (before or after refunding) does not matter in regard to seller protections, as long as a full or partial refund is issued to the buyer.
@wooden_flower wrote:
Happy New Year, everyone 🙂
Easy one - I wanted to verify that this statement is still true -
For items priced below $1000 with a specified shipping cost and where PayPal is the only payment method offered, buyers who click Buy It Now are asked to pay immediately.
It used to be part of the definition of fixed price, but I could not find it. I know things have moved around a bit in the revamped policy pages.
If true, then it would be true that IPR on a fixed price item is redundant, unless you want to not accept e-checks, right? Or is there another function it serves?
thanks!
Sue
Hi @wooden_flower - yes, for fixed price items priced at 1k or lower if a buyer chooses 'Buy it Now' they would be taken to the checkout flow and required to pay for the item. The item would not be sent to you as a transaction until they pay for the item - it would remain for sale until someone actually paid for it.
Checking the IPR box is definitely valuable for items worth more than that amount, though! However, for items valued at 1k or lower it doesn't make a meaningful difference to have it checked or not.
I hope that makes sense!
@my-cottage-books-and-antiques wrote:
if you're a Top Rated seller and offer 30 day returns you are able to withhold original shipping when issuing a refund, or even refund less than the full amount if you received back a damaged item, etc (up to 50%).
Wait, what?
Do you mean you can withhold original shipping ONLY if you are TRS with 30 day returns and item is damaged , or you can withhold it as long as you are TRS and have a 30 day return policy???
Hi @my-cottage-books-and-antiques - that was an 'or' not an 'and' statement, sorry for the confusion! Any seller can withhold original shipping on remorse return reasons, and as a Top Rated seller offering 30 day returns you'd have access to the partial refund tool (regardless of return reason), allowing you to issue a refund of less than the full amount.
@medallion-trading-company wrote:
I am not talking about Seller Performance, I'm talking about service metrics, which I think you understand but I just wanted to clarify. And you can see by going to my service metrics and looking at the projected rate, those two returns are still being counted as of today.
I am guessing on the 20th of January, they will still be there when the evaluation happens since nobody has done anything to remove them otherwise. There would be no way for eBay's system to automatically know that the customer opened a not as described case and I uploaded pictures showing that the length was as-stated. I mean, just in theory, I can't see how this is going to happen. They opened the not as described return, they got a refund, the return closed. How is that not going to count against my service metrics unless somebody steps in to remove it?
Is there something more I need to do?? Because I am just not seeing the method by which this is actually going to happen.
This is the question I asked many supervisors and even a manager and they said they have no idea how to get it off the service metrics. Somebody was supposed to call me back. Nobody ever did.
Hi @medallion-trading-company - such service metric removals are automated and happen within the next billing cycle after the return has been closed. If these returns were closed in December I would expect them to be removed by your January review. If they were closed in January, I'd expect them to be removed by your February review.
Thanks!
