Buyer Returns - Need Help With Best Return Policy

[liveloveshopping]

I sold an item (an electronic) and notated that the A/C adaptor was not included.  The buyer receives the item and requests for a return and admits in writing that they should have read the description.  When I let them know that they could buy an AC adaptor on ebay they still want a refund.  I called eBay and let them know what happened.  I apparently called too early because it wasn't time for them to "Step In", yet.  However, the representative that assisted me said that it was buyer's remorse.  I called back today and got someone and they said that even though the buyer had buyer's remorse that I still would have to honor the 14-day return policy and that the buyer would have to pay for shipping.  I asked "What is the point of me contacting you all to step in and would it be any different had I not called" and of course it wouldn't have been any different, the only thing that eBay did was expedite the proces which probably wouldn't have been that much different had I not contacted them.

-->What is the best way to word the return policy in addition to the 14-day policy?

-->And, is this even the best return policy to have because I feel that by offering no returns people may be less likely to purchase but this could be wrong.

Any suggestions on what's working for you all as sellers would be greatly appreciated!

I'm frustrated that people, even when everything is right in their face with pictures and words (especially when my listings are to the point), are able to return at their leisure for any and everything and the seller doesn't really have ground to fall on with eBay.  It's like fighting tooth and nail.

[cargo11]

We feel your pain, been there done that....The cost of experience, hope it was not too expensive for you - however, Ebay writes policy (open and sometimes hidden depending with CS you talked with) in their favor - and their leaning is that every buyer is a good buyer and the cost of doing business is a return now and then (Because of course - it's NOT their item - they have no skin in the game). Even listing No returns on a listing can result in the buyer keeping the item and NOT having to "return " the item if the buyer complains. Ebay notes you as a Seller either have to take it (their policies) or Leave it - go elsewhere to play. Soon - the only players will be big commerce and Chinese - because to return their stuff it costs the BUYER $$$$$ (but by that time they will have gone elsewhere).

They train them young - today I went to my antique mall to put in a few items - as I opened the door a little kid looked like 5 or 6 yrs old - Looked up at me and asked if I was RETURNING the items..??
Wait, What? - No I stated, I was placing them in my booth! So she nicely asked to see them - when her mom gave her the "eye" for asking.......Yep - soon (if not now) Ebay will be the Home of the FREE ITEMS / NO RETURNS LISTINGS..........

[cargo11]

Oh and I find that listing excess verbiage on a return policy (which you know by now the customer never reads) is non-existent if the BUYER states a SNAD NOT AS DESCRIBED on their part - Ebay will refund them if you don't take an action within 3 days of a Case being open. (AH, and they might not even have to send the item back - but Paypal will hold your money and then refund back to Ebay if the Case is won in their favor. SO for me - Don't waste my time. List 14 days, a 15-20% restocking fee (to get back a little money) and HOPE for the best customers that are happy with their purchases!

[slippinjimmy]

I offer 30 day free returns. Works fine for me since I've only had one return in the past 7 years that wasn't a direct result of MY error or damage in transit.

[tdumonde2014]

I'm confused, your listing tells your buyer that they can return an item to you, but when they do, you attempt to stop them. Why?

[phcd1]

Well lets start from the point of returns. If you have ANY return policy, eBay will expect you to take the return. If you don't want buyers remorse returns, that option on eBay would be "No Returns".

Now, on to your situation. You say the "buyer receives the item and requests for a return" but you don't clearly say if you have a buyers remorse return or a SNAD return (which is more typical for this situation). The problem you have is that you have a return policy and you WILL be taking it back. Don't believe what eBay CS Rep's say, they often don't know what they are talking about.

BTW, Do NOT EVER ask eBay to "Step In" or escalate a case if your a seller.

You should count your blessings that IF they opened a buyers remorse return, they have to pay return shipping. Accept the return, refund, BLOCK and move on.

[phcd1]

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@slippinjimmy wrote:

I offer 30 day free returns. Works fine for me since I've only had one return in the past 7 years that wasn't a direct result of MY error or damage in transit.

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How much is your shipping for your typical item? What knid of items do you sell (i.e. is it a high risk category like cell phones or is it low risk like books)?

[slippinjimmy]

My average item value is in the $15 range (I have lots of $10 items and a smattering of $50 - $100 items.

Shipping on most of my sales represents 20 - 40% of the item value for domestic sales, for international it's often much higher (I sell quite a few things where international shipping is equal or higher than the item value).

FYI - over 50% of all my sales are International.

My items would generally be considered low risk, rarely any buyer confusion about what they are getting but open to differing opinions about condition.

[*eponymous*]

Sellers do not ask eBay to step in unless they want to get an unresolved case on their record.

BTW Whatever is returned from a buyer after you authorize a return is all you will get; and a full refund is still due.

[castlemagicmemories]

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@tdumonde2014 wrote:

I'm confused, your listing tells your buyer that they can return an item to you, but when they do, you attempt to stop them. Why?

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When you take returns, you take returns for any reason, but sellers sometimes think that taking returns means you pick and choose if you want to take them at all.

[evelyb30]

And if you take Paypal you take returns, whether you say "no returns" or not.  The buyer just intiates through Paypal instead of Ebay if they don't want to go the SNAD route.