returns - what is best?

[allkindsofneatstuff]

I'm sure that this may differ for different sellers, but I would love to hear opinions of what is the best return policy? I have had a few returns with "changed my mind" that are automatically approved by eBay, and I prefer dealing with them myself.  I do not have "changed my mind" checked off as an option for returns. I have checked off  "missing parts", "doesn't work or descriptive", "wrong item sent", and "arrived damaged". (I did have "doesn't match description or photos", but unchecked that because if I understand correctly, that is NAD-not as described, and that allows the buyer to return automatically.

Most recently eBay automatically approved a return and I did not get to tell the buyer that she must make sure that she packed the item as well as she received it, and it came back damaged. I called eBay, and the agent said that I would not have to refund the buyer in this case, that eBay would refund her.

I have been experimenting with 30 days returns, but with cosmetics and skincare I am keeping those to 14 days, although I don't see that as an option now?

Also, if I am saying that buyer has to pay for returns, does that allow for an automatic return?

I welcome your kind responses, I'm still learning.

[participatrophy]

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@allkindsofneatstuff wrote:
I called eBay, and the agent said that I would not have to refund the buyer in this case, that eBay would refund her.

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If that return case is still open, stop reading this right now and go refund the buyer. Seriously. Saying the phone agents shouldn't be relied upon for help or advice is putting it mildly. Sitting back, doing nothing, and letting eBay handle it is the absolute last thing you want to do in nearly every circumstance where there's an open return case and you're the seller.

"missing parts", "doesn't work or defective", "wrong item sent", and "arrived damaged" [...] "doesn't match description or photos", but unchecked that because if I understand correctly, that is NAD-not as described, and that allows the buyer to return automatically.

All five of those fall under INAD. What that allows is for a buyer to override any no-returns policy, to be refunded in full (item + original shipping), and to not be on the hook for return shipping cost. Automatic processing of returns for remorse reasons (e.g. changed mind, ordered by mistake, didn't like it, etc) makes things easy on the buyer, whose purchase of a return label need not involve the seller.

Also, if I am saying that buyer has to pay for returns, does that allow for an automatic return?

Yes. Allows it and defaults to it, which is why the checkbox didn't work as you expected it to.

I prefer dealing with them myself.

Enable the RMA setting.

I have been experimenting with 30 days returns, but with cosmetics and skincare I am keeping those to 14 days, although I don't see that as an option now?

14 day is collectibles only. Health & beauty category isn't eligible for 14 day, gotta be 30 or 60.

[mtgraves7984]

@allkindsofneatstuff 

I'd opt for 30-Day (Buyer pays) Returns and recommend (as @participatrophy does) that you enable your RMA setting.

[allkindsofneatstuff]

Hey thanks! I am switching over to 30 day except for cosmetics and I actually had called eBay this morning and that’s when I realized I did not have the RMA toggled on.

[albertabrightalberta]

"I have had a few returns with "changed my mind" that are automatically approved by eBay, and I prefer dealing with them myself.  I do not have "changed my mind" checked off as an option for returns."

Of your 386 listings, 377 of them accept returns. When you have a return policy, accepting returns means you MUST accept returns. Buyers can return for any reason or for no reason. 

You cannot deny a return of any of your "returns accepted" items. If a CS rep told you that, they are wrong (yet again).  

"I have checked off  "missing parts", "doesn't work or descriptive", "wrong item sent", and "arrived damaged". (I did have "doesn't match description or photos", but unchecked that because if I understand correctly, that is NAD-not as described, and that allows the buyer to return automatically." 

NAD returns must be accepted and based on your preference settings, they may or may not be automatic. But if you ignore and/or don't respond to NAD claims, ebay will do it for you and ding your account. 

[stainlessenginecovers]

If you accept returns with no RMA, the return is automatically approved. If you use RMA, you would issue an RMA and still 'accept'. 

Only those items listed that state 'no returns' would a 'remorse' return allow you the option to not accept the return (usually ends up with a Charge Back which buyer wins and costs you $20 if you fight it, or a Negative Feedback- so always best to just 'accept' and hope the 'does not accept' will stop a buyer from even trying to return it)

The whole 'get to choose what type of return' has NEVER worked. You either accept, or you don't and those that are 'Not As Described' (or similar) get auto approved whether you like it or not; only difference is YOU pay the return shipping IF you want it back, or you can just 'refund' and let them keep it, saving that shipping cost.

[allkindsofneatstuff]

If buyer pays for return shipping does it still go through me first or is it an automatic return?

[kensgiftshop]

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@allkindsofneatstuff wrote:

Most recently eBay automatically approved a return and I did not get to tell the buyer that she must make sure that she packed the item as well as she received it, and it came back damaged. I called eBay, and the agent said that I would not have to refund the buyer in this case, that eBay would refund her.

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Right, Ebay will refund the buyer, but the refund will come from your account and you'll get a defect for not handling the refund.

[participatrophy]

30 day buyer pays return policy with RMA turned on will mean it's supposed to go through you first and not be automatic.

All 3 listings I just checked indicate a 1-day handling time. If that's your usual m.o., and if you don't typically get a ton of returns anyway, I'd consider switching to free returns for anything lightweight once you hit top rated. Reason being any such listings would then qualify as top rated plus which gets you a 10% discount on their final value fees. Getting to top rated also allows sellers to deduct up to 50% of the refund amount in cases where a return arrives damaged due to how the buyer repackaged it.

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