Increased Returns

[christinegreywolf]

Am I the only one who has seen a drastic increase in returns?  It is very frustrating!  Our societal norms are changing where it is now considered acceptable to lie and return an item at the seller's cost.  Yes, I now offer free returns because the buyer just lies about the reason for the return anyway.  If I do not approve than I receive negative feedback.  Ebay admit this is a problem now, but does nothing to stop these serial refunders.  My return request today was because I used a small jewelry box to ship a small piece jewelry and the necklace will not lie flat anymore.  The necklace was wrapped and boxed so there would no tanging or problems.  As a previous brick and mortar store owner, I would have never allowed that kind of behavior.  I am a hair's width away from closing my virtual store permanently.  

[doug_5857]

I have not had that problem. I just had a return 3 weeks ago but thats the only one in 12months or longer. My reason is the items I sell my buyers want.

[donsdetour]

Well it comes down to if you can still make a buck with he returns or not:

Yes more returns are going on and yes they go with item not as described for remorse cases...they don't want to be out that money.

You going with 30 day returns, such I believe increases returns...Creates an approval type system...

Yet has some benefits for you as a seller...

As for the BM folks get to physically examine the item.   This of course cuts down on returns...

[sextons-sweet-deals]

This is a big problem that I hope eBay is addressing right now. The holidays are going to be bad with fraud!

I had a recent issue. The buyer claimed damaged item. Caught them changing their story in the case communication. Buyer refused to provide photos.??? eBay finally told buyer to return. I was not given the tracking number so I could watch the tracking of item. 

Within 6 days later, eBay tells me that item has been delivered and buyer has been refunded. I still don't have the item! I gave eBay my opinion of the issue and appealed and they stilled favored the buyer. 

How? Why? I asked eBay to give me the tracking# so I can look up history and then go to my local post office for help. No response! If the seller is being charged for return label cost, they are entitled to know the tracking #. 

This is just another game the cheaters have figured out along with sending back a box of rocks or the broken item that they just replaced with sellers new item.

eBay needs to stop the printed return label! The shipping address can be changed, but eBay only goes by the tracking#! Think about it!

sorry for the rant! 

[caldreamer]

The reason you are getting many returns is because you offer "free shipping and free returns".   Customer have "no skin in the game".

[sextons-sweet-deals]

even if your listings state "no returns", it means nothing anymore! Buyer opens case and buyer wins no matter what. 

seller does not even have the opportunity to open and inspect, and then refund or challenge what they received.  Empty box, box of rocks, the buyers broken item that they wanted to replace, or something all different than the item they sold just to fill the void in box.

Once tracking shows delivered! Buyer gets refund!

Those who cheat and lie should realize why bad / negative things keep happening to them. It's called Karma! 

[christinegreywolf]

Although I do agree with you totally, Ebay has an viewing algorithm that favors item views for sellers who provide free shipping and free returns.  If you attend any of their Ebay seller school courses, they do admit it.  I did test it out also.  For example I normally sell 5 + items per day, 7 days a week.  When I removed the free returns, my sales dumped to less than 1 a day for a week.  I added the free returns back on... because it really does not matter.  Ebay will ALWAYS side with the buyer and give them a return label at your cost anyway... and my sales are back to 5+ items per day, 7 days a week.  

[christinegreywolf]

I had a similar thing happen to me last week.  Buyer stated item was melted (a vintage set of rubber toys) in transit.  I asked him to send photos of the damage because USPS will have the items examined and they will keep them at his local post office.  He then hemmed and hawed and asked for a partial refund because it was too much of a hassle to send back the toys at my cost.  How did I solve this obvious lie?  I gave him a partial refund for 1/3 of the sale price.  If I had not done that, I would be in the same place you are.  Ebay 99% of the time will side with the buyer... because they want that buyer to keep buying from Ebay.  Even though they are a cheat and liar.  I have been selling since the beginning of Ebay and it is not the same now.  

[monster-deals]

I have 2 returns that I am working with right now.

Both the item cost the same as the shipping and both want to return the item anyway even though they picked remorse reasons and have to pay shipping AGAIN.

Example $20 item, $20 shipping. Ordered by mistake....paying $20 to ship it back.

Who pays $40 for a $20 bill?

Something real dumb is happening.

[mkaishar]

I sold a high dollar item and the buyer kept it for 2 week, the listing stated no returns and the buyer stated it's broken, something doesn't work, which is bull, I know everything was working well, I think he fried the cards. I asked for details...nothing, eBay told me not to worry once I receive the items I can appeal and prevent them from refund, but based on responses here, I have no hope but will be out almost $2K because of this. eBay is another low life scam site, what happened to honesty and integrity?

[sextons-sweet-deals]

similar case / story! It just shows how the scammers are out there and communicating with each other. eBay is doing nothing!

Like you, I have been here for almost 20 years buying and selling! eBay sides with my buyer with a 23 feedback / rating compared to mine.  I should have another 2,000 feedback easy, but not every buyer leaves feedback. 

My buyer stated they would accept a $45.00 on a $55.00 purchase in the open case conversation. Remember they stated it was damaged, but would not provide photos.  Why would my buyer open a case claiming damage, refuses to provide photos, then try to make a deal?

I hope eBay keeps a tally / history on these fraud buyers, their multiple accounts, I.D.'s, and linking addresses. 

[christinegreywolf]

I do suggest you use the "report a buyer" section.  I do that every time.  Not sure it helps, but I still make the effort.  I also place them on my block list.  Do you remember the gold ole days when you get leave negative feedback for these fraud buyers?  It was awesome.  There was a consequence then for bad behavior.  Now we only reward bad behavior.

[simba6]

Just take a look at the returns counter at any big store. It's bedlam. The stuff comes back as fast as it sells.

[monster-deals]

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@simba6 wrote:

Just take a look at the returns counter at any big store. It's bedlam. The stuff comes back as fast as it sells.

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Yeah, but there you don't get a box of dirty laundry instead of a PS4 when you give the money back.

or get a refund if you don't bring the item in.

Around here it is as common as a Tuesday morning.

[friskya]

The eBay Money back guarantee works the way it does because eBay has no real skin in the game. They have nothing invested in inventory/shipping and because they are the intermediary for payments, no reason to fight obvious fraud. After all, it's not their money they're sending back to the fraudster.

It's come down to the word of that "poor, innocent, deceived" buyer against the word of that "lying, thieving, dishonest" seller. Is this any kind of way to run a marketplace?