How should I go about a return policy?

[selling.stuff.8]

Hello all!

I run a small eBay shop (not a store that requires a subscription) that sells books and DVDs in the summer. I started in 2020. I’ve never allowed returns on my listings, but after doing some research I decided I might try changing my return policy from no returns to allowing them but the buyer pays the return shipping.

I was wondering how I would go about the refunding part. Do I refund when I receive the item, or once the item is in possession of the mail carrier? And what happens when I refund, but all I receive when the delivery arrives is a box of nothing?

Also, what are the benefits of allowing returns?

Thank you in advance for your help!

[lakefor94 · Accepted solution]

You refund after the item is returned.

Most buyers are honest. The chances of getting a box of nothing back are slim at best.

Allowing returns in your listing may garner you a few more sales.

I do free 30 day returns and that works for me.  

[selling.stuff.8]

Thank you for your prompt response. I just changed my return policy on my listings to 30-day returns, Buyer pays return shipping.

Have a wonderful day!

[kensgiftshop]

To help cut down on returns, you really should write a description for the item and not just what Ebay provides, because it doesn't tell you much about the item you have for sale.

In your return policy, you have:

"If the item is lost in transit, the buyer is responsible, not the seller."

Which is wrong, you are responsible for the item until tracking shows it being delivered.

[selling.stuff.8]

Thank you for your feedback, I am working on updating the descriptions of my items.

However, this link: https://export.ebay.com/en/customer-service/transactions/return-shipping/ says:

In general, whoever pays for return shipping is responsible for ensuring the item arrives at its destination. If you paid for the return shipping, you'll need to work with the shipping carrier to try and find the item. If the buyer paid, they'll need to contact the carrier instead.

[selling.stuff.8]

Additionally, it says: When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. If the item is damaged while it's being returned to you, you may be entitled to offer them a reduced refund. See the Partial refund guidelines for more details.

[lakefor94]

If you are a Top Rated Seller who offers 30-day or longer returns and the buyer returns something different, opened, used, etc. the seller can deduct up to 50% of the refund to recover the decreased value of the item.

Like Ken said, I would remove the deal about being responsible for the arrival of the return shipment. That is a negative, a turn-off. Does not need to be mentioned. If the package does not show a delivery scan back to the seller, eBay's automated return system will side with the seller. 

[lakefor94]

Great that you are figuring out the in and outs of running your eBay business before you run into problems. 

Most new sellers do not bother to read policies and end up here with problems and then they blame eBay.