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Bogus returns negatively affecting return rate

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.

Message 1 of 23
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Bogus returns negatively affecting return rate

 

Are all your listings 30 Day returns with Buyer paying return shipping?

 

Yes, your parts are large & expensive to ship..

so that's why people are claiming Not As Described.

 

I'm not sure of the solution based on the shipping fees.

Normally it'd make sense to offer Returns And Seller pays return shipping,

so those with buyer's remorse wouldn't have to file false SNAD's.

 

Anyone else with expensive to ship items have any thoughts?

 

Thanks,

Lynn


Lynn

You love me for everything you hate me for


.
Message 2 of 23
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Bogus returns negatively affecting return rate

You should be able to turn off the automatic approval of returns, if you turn it off and they are still being auto-approved, check the setting to require that you enter an RMA before the return is approved.  That will give you the chance to contact the buyer, but in reality, they'll still probably return it and expect a refund.  There are true SNADs and we should expect to pay shipping on those, but on the rest... not so much.

Member of the Grumpy Old Man crew
Message 3 of 23
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Bogus returns negatively affecting return rate

Yep, 30 day buyer pays return shipping. For a couple reasons.

 

One, it can cost $40 to ship a headlight to the West Coast. I already do free shipping to get it there, I'm not paying it again for them to send it back when they didn't bother to read the listing or look at the pictures. I frequently have people return things that were for an entirely different car than what they have, because "it sorta looked like what I need".

 

Two, people read (or don't read) "used and shows normal wear for a 15 year old part" and then completely disregard that and get angry over things like a rock chip on a grille. Frankly, if people could return things on my dime every time they wanted something new for a used price, I'd be bankrupt inside a week. 

 

eBay keeps wanting me to do free returns. I finally caved on free shipping when none of my items would show anywhere on search results, but I'm standing my ground on free returns. They keep implementing buyer-centric policies that line their pockets and make it harder for sellers to run a business. What happened to restocking fees? How am I supposed to recoup the time, labor, and shipping materials when the Subaru headlight I shipped doesn't fit their Honda? No one in my industry runs their business the way eBay wants me to, and for good reason. The minute I find a better alternative I'll be out of here, but for now I'm working with what I've got.

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Bogus returns negatively affecting return rate

Your not alone.  I sell brand new auto parts and have the exact same issue.  Many buyers have figured out that they can buy a part, try it on their vehicle, and if that does not fix their problem, then they can just claim "Item not as described" and I have to pay to ship it back and refund their full amount.   Many of your stories are very similar to my own.  I have had customers who have bought new parts, took off their old broken part and return it.  Now I'm not only dinged for the return, but I pay for a part that I cannot resell.   I have yet to find a solution, but if you come up with an idea, I'd love to hear it.

 

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Bogus returns negatively affecting return rate

@dtexley3 They wanted me to pay return freight on that Cadillac engine. Support pulled their usual "We can't change the return type, but if you offered free returns, you could refund them 50% instead of the full amount". Doesn't do me much good when freight both ways would have been over $1000 on a $900 engine. And that's not even touching on what happens when I ship a $10000 Corvette engine and 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? I'm out $5000 and my engine.

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Bogus returns negatively affecting return rate

Anyone else with expensive to ship items have any thoughts?

 

Just from reading the boards, Lynn, offering "free (paid by seller) returns" has not curbed the phony SNAD issue. eBay counts the "returns" as well.  Their thinking is, as per usual, that if a buyer has to return something, it is the fault of the seller. 

 

I quit shipping heavy items.  I quit selling expensive items.  I stopped selling internationally.  I quit selling on ebay after 20 years.  I still enjoy ecommerce greatly, just not here.  It is a sad thing, but circumstances dictate that I can no longer play ebay seller roulette. 

 

Message 7 of 23
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Bogus returns negatively affecting return rate

@easyautoparts I've started politely informing people who open returns that police reports for theft and IC3 reports for fraud will be filed for items returned with different serial numbers or that are retuned in a different condition. Not aggressively, but like "Hey man, it's company policy to say this and I know it won't be an issue for this return, but..."

 

Amazing how many people disappear after hearing that, especially on electronics. 

 

eBay needs to figure out that people are not actually honest like their return policies assume.

Message 8 of 23
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Bogus returns negatively affecting return rate

It is a sad thing, but circumstances dictate that I can no longer play ebay seller roulette. 

 

I find it interesting that ebay claims the new metric is "peer based" as far as phony snads (all sellers get phony snads).  One would think that since ebay ADMITS there are phony SNAD and faulty returns going on that they would try to correct that issue as opposed to making money on it.  I find the whole thing beyond disgusting. 

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Bogus returns negatively affecting return rate

Easiest solution is just look at your ebay fees you paid last year add 40% to that about and thats what you'll be paying next year so just up your prices now and make a cookie jar fund for whats coming down the pike....

Message 10 of 23
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Bogus returns negatively affecting return rate


@redline_auto_llc wrote:

@dtexley3 They wanted me to pay return freight on that Cadillac engine. Support pulled their usual "We can't change the return type, but if you offered free returns, you could refund them 50% instead of the full amount". Doesn't do me much good when freight both ways would have been over $1000 on a $900 engine. And that's not even touching on what happens when I ship a $10000 Corvette engine and 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? I'm out $5000 and my engine.


Fraud returns are a problem all around, and ebay is not going to protect you.  I feel your pain on that.  The only advice I can give is document the "goal post E double hockey stick" our of what you are selling and when the fraudulant return arrives:

 

1) If it's USPS (unlikely in your case) file mail fraud with USPS.

2) File a fraud complaint at ic3.gov

3) File a police report at your local Police station and have a copy sent to the buyers local precinct.  This takes persistance as some precincts don't want to spend the time.

4) File appeals/complaints with eBay with documentation form the above steps.

5) If it's the $10k motor, consult with an attorney about legal action

6) If you're selling a cell phone and get back something else take the above documentation to the carrier and report the phone stolen and have it blocked.

 

No guarantee you get a dime back, but as sellers we need to work together to report this kind of fraud.  The scammers do eventually get caught and that benefits us all.  It's highly unfortunate that eBay will seldom lift a finger to work towards remove bad buyers (or sellers).  We have to do the heavy lifting ourselves.

 

Member of the Grumpy Old Man crew
Message 11 of 23
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Bogus returns negatively affecting return rate

anything big I sell as local pickup only, no Paypal accepted either. 

I sell less but when I do I'm completely covered.  I have one now who's been pounding me to ship his item to him 2000 miles away and it's not something I'm set up to do so it's been a hassle.  He tried to open a case and left me neg feedback and I got the FB removed within hours and then he closed the case himself.  Still not sure how he's going to pay the shipping on it, but by making that a separate transaction he can't come at me for anything.  

Message 12 of 23
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Bogus returns negatively affecting return rate

The only engine you have listed is the Acura TSX. Why are you selling it with free shipping? Makes no sense at all. First off, you're alienating all the nearby buyers who would want to pick it. Second, if you get a California buyer, you won't make much or any money on it at all. Also, your listing will be at bottom of a search. If you were to list it for $500 instead and local pickup only, any serious buyer can discuss possible shipping options, plus it will be at the top of search results.

Message 13 of 23
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Bogus returns negatively affecting return rate


Oh,  I like that.
@redline_auto_llc wrote:

@easyautoparts I've started politely informing people who open returns that police reports for theft and IC3 reports for fraud will be filed for items returned with different serial numbers or that are retuned in a different condition. Not aggressively, but like "Hey man, it's company policy to say this and I know it won't be an issue for this return, but..."

 

Amazing how many people disappear after hearing that, especially on electronics. 

 

eBay needs to figure out that people are not actually honest like their return policies assume.


 

Message 14 of 23
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Bogus returns negatively affecting return rate

Could I make a suggestion?

Would it work if you sent an after-sale message repeating the information in the Description (cut and paste) and asking directly if the buyer has the right part for his needs.

Like asking the guy who buys a Cadillac motor if he has a Cadillac body to drop it into. Really dumb stuff.

You can find the buyer's email on the PP payment by clicking on the Refund link. 

 

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.

If HID was in the title, that mistake would be easy to make.

Have you looked at how little information is easily available on a mobile? This could be part of the problem.

 

Personally, I love Free Shipping as a seller, because it encourages buyers, but most of my products can move by flat rated Letter Post. Anything over 500 grams has to ship by with Canada Post's parcel rates, so those are listed with Calculated Shipping.

Perhaps moving to Calculated, which forces the buyer to confront his actual costs, not just the bottom line price with the warm fuzzies of 'free' shipping, would give you a more thoughtful buyer.

 

This may also reduce the number of buyers, but returns are expensive.

 

Not all transactions are worth having.

 

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