Bogus returns negatively affecting return rate

[redline_auto_llc]

So, I sell used car parts on eBay Motors in the parts and accessories category. I'd argue that used car parts have a significantly higher than average return rate, mostly because people don't actually know what they're buying. My favorite was someone who opened a SNAD case because the Cadillac engine he bought wouldn't fit in his Nissan. I get it, cars are black magic wizardry to most people, but there's only so much I can do. If I state part numbers and clear pictures / description, that's all that should be necessary, though apparently it's not.

Ever since eBay started auto approving all returns, my SNAD return rate has gone through the roof, because before I could at least explain the issue to the buyer and work something else out. Now all people have to do is say it doesn't match the description and they automatically get a return label on my dime, no matter how bogus the reasoning. Just today, I got two new SNADs. One for a headlight that didn't match the description because it was "Not HID as stated", though it is. Listing description and photos clearly stated HID bulb and ballast were not included. Other one was for an audio amplifier that didn't fit in the car, though the part number they needed was different and even though the pictures showed it having three plugs, theirs only had two.

My return rate is currently at 3.5%, which is high for the category. I could talk about the fact that I'm being compared to people selling new things, but that's another issue. What can I do about people opening bogus and / or stupid returns? I've accepted the fact that it's a cost of doing business thing imposed by eBay, though the fact that they've made it so easy for dishonest people to take advantage of sellers is unfortunate. But if I hit the very high return category and have fees bumped from high to outrageous, that's gonna be an issue.

[femmefan1946]

@redline_auto_llc

they send back a brick on a pallet, or more realistically the blown motor out of their car. What am I supposed to do about that?

Start with a police report. I guess you're not mailing those parts, and shippers don't have any equivalent of postal inspectors, but this is theft or possibly fraud. Might even be interstate fraud. I don't even watch lawyer shows on tv.

Since you seem to be a B&M business, you should also be talking to your commercial insurance agent. Losses to shoptheft* are covered under our policy.

*We use Hugh Wood International, but they deal with collectibles, both dealers and collectors. They also insure stock in transit to and at shows.

Is there something like a classic cars society with similar insurers on record?  (We met HWI through the American Philatelic Society. )

[sonoranboutique]

EBay says it's fine because you are compared to other sellers who also have to deal with buyers lying about return reasons.  However if you get unlucky, and get a bunch more lying buyers than your peers, you will be punished.  Purely for bad luck.  Even if most sellers get near the average number of lying buyers, some will get unlucky and get many more.

The way the system is set up, it's actually guaranteed that this will happen to a certain percentage of sellers every month.  A certain percentage of sellers are guaranteed to be randomly screwed every month.

[redline_auto_llc]

@atikovi yes, only got one at the moment. That has no bearing on what I've sold in the past or what I hope to sell in the future though. I like my odds of selling it more, especially given that it's a fairly rare motor, when it's competitively priced and displayed on a national scale. Free shipping and a higher BIN price not only seems to do better in search results, but it saves me from running 10 freight quotes a day for people who will inevitably complain that shipping is too expensive. Believe it or not, it costs more than $50 to ship a 1000 pound engine to Washington, and that seems to blow most people's minds. The math works out that shipping it makes more sense, and the shipping expense is worked into the price just like with any free shipping item.

@femmefan1946 HID is still a relevant search term, especially given that buyers need to know whether or not the item they're clicking on will fit their car. In this case, the item does in fact fit their car and trim package, so it's the correct unit. They just chose not to look at pictures or read the bold red font in the listing stating that the other components were being sold seperately. I don't feel that that is on me. As for calculated shipping, despite the fact that eBay has repeatedly told me it doesn't affect search results, none of my listings were being displayed on the first three pages best match. Seems odd to me that bumping prices up 15% and adding free shipping got the ball rolling again. And for commercial insurance, that's an excellent point that I had not considered. I'll have to check my policy, but I know that everything in and around the business is covered for theft, so hopefully that would extend in that situation.

[greatpartsgooddeals]

Yup EXACTLY. I sell auto parts as well and I had to stop selling almost anything electrical or heavy due to theft of internal parts and OUTRIGHT &^(*&^ *)&^)*&^ LIES by buyers costing me hundreds in false snad returns!! It sucks because I would sell a bunch more items, but thanks to ebay's institutionalized outright Thievery I now have to stick to items weighing less than 5 lbs max.  One thing may help is to screen shot your important listing flaws and post it as the 2nd picture on all listings. I feel your pain man and I am currently weighing all my options as ebay might as well be called Freebay ,Rentabay or Thiefbay these days

[greatpartsgooddeals]

Agreed I have recently implemented this policy on all below 20 feedback buyers. I email them through ebay and I text them on their phones. You can get their numbers from the shipping labels. Just click CHANGE ADDRESS and thier phone numbers appear at the bottom. Doing this has already saved me 5 possible snads over the last month due to people NOT READING BIG RED LETTERS stating this will not fit a 2 door only a 4 door....Oh golly gee Wally  I didn't know a Coupe and Sedan were different Mr Seller please cancel my order then...................

[greatpartsgooddeals]

Yup I mark all electronics that I sell and tell them upfront that I will file a police report if I get back something different It stops most but not all and it is aactually an idle threat as the police department will just say there is no way to prove you did any of that. 

[atikovi]

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@redline_auto_llc wrote:

@atikovi yes,  Free shipping and a higher BIN price not only seems to do better in search results, but it saves me from running 10 freight quotes a day for people who will inevitably complain that shipping is too expensive. 

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How does that work? When I'm searching for an engine I search by "lowest price" first. Which one do you think will appear at the top. Your $1000 engine with free shipping, or a $500 engine for local pick up? I've probably sold 3 engines and transmission in the last two years listed with local pick up only and have one listed currently. Unless it's something rare, it's not worth the cost of shipping for either the buyer or seller unless you pretty much give it away or they live nearby, at which point, they might as well pick it up. And what engine do you get 10 people asking for quotes a day?

[reallynicestamps]

@redline_auto_llc

Seems odd to me that bumping prices up 15% and adding free shipping got the ball rolling again.

It's headology.

People love getting "free" stuff. Like 'Buy One, Get One' sales (up to 50% off the stuff we can't sell at full price) or 'We Pay the Sales Tax' sales (discount of 5% to 15% ).

A $10 item with $5 shipping costs the same as a $15 item with "free" shipping, but buyers still love it.

BTW- If you have a shop, putting the shipping cost into the selling price lowers the FVF you pay.