Charging a restocking fee for open box return = "Thanks for reporting an issue with the buyer". Why?

[crazyscientist]

Every time I have an open box buyer's remorse return I charge the requisite 10-20% restocking fee as allowed.  But when I do this, Ebay's language makes it seem like I'm reporting the buyer for some kind of platform abuse - an e-mail is sent out with the subject "Thanks for reporting an issue with the buyer".   I'm sure that's true in some cases with returns but reporting buyer issues should be a separate system IMO.

[dentalsales4u]

I would think that is because the buyer broke eBay policy.

They are suppose to return in the same condition as they received it.

If they opened, then they didn't return in same condition as received.

[bonjourami]

You are not allowed to charge any restocking fees.

[mtgraves7984]

I see that you are a TRS who offers 30-Day Returns, so I realize that you can make a refund deduction for the return of a de-valued item. Restocking fees haven't been allowed for some time here... but that's another issue.

When you went into the order (after receiving the item back), did you not just slide the toggle and enter the amount of the refund to issue? I ask because I've used that feature before and didn't realize it reported the buyer, either. Hmmm...

Thanks for the post @crazyscientist, and I'm curious now as to exactly how it works. 

[crazyscientist]

That’s correct, your terminology is accurate, thank you.  It’s just a deduction of X% for predetermined reasons and for some reason eBay’s system is treating it as a report against the buyer.  I’m sure it’s just a poorly worded email template that needs to get updated. 

[stainlessenginecovers]

@crazyscientist    "It’s just a deduction of X% for predetermined reasons and for some reason eBay’s system is treating it as a report against the buyer"

No, it's not an AUTOMATED thing.

1.) You are NOT allowed to charge a 'restocking fee'

2.) You are ONLY allowed to charge a percentage if the item returned is in a condition different/less than when you shipped it, NOT allowing you to re-sell for the same amount you did the first time

3.) So, you can deduct UP TO 50% for the 'condition' reason only; and at the same time you are stating that the BUYER RETURNS THINGS in a condition that is LESS THAN- so you ARE reporting that buyer. 

In the future, do NOT charge this as 

A.) you won't be able to continue to do this to ebay buyers

B.) Ebay may then take that ability from you and even when you get a rock instead, you won't be able to do anything about it. 

[stuff4divas]

---

@crazyscientist wrote:

Every time I have an open box buyer's remorse return I charge the requisite 10-20% restocking fee as allowed.  But when I do this, Ebay's language makes it seem like I'm reporting the buyer for some kind of platform abuse - an e-mail is sent out with the subject "Thanks for reporting an issue with the buyer".   I'm sure that's true in some cases with returns but reporting buyer issues should be a separate system IMO.

---

Restocking fees were discontinued years ago

You can deduct up to 50% of the selling price ONLY if the item received back is not in the same condition as sent to the buyer, and then you have to qualify to do partial refunds.

Partial refund guidelines where the item is returned used or damaged

In most cases, you'll issue a full refund to the buyer, but if an item is returned used or damaged it may be appropriate to issue a partial refund to the buyer. Read the Seller protections policy to find out how to qualify to issue partial refunds.

See the table below for guidance on issuing a partial refund.

Refund deduction guidelines table

How to issue a partial refund after the item is returned.

Misuse of this feature

Seller protections is an incentive for you to provide buyers with exceptional experiences, such as offering free returns. This feature may not be used to recoup market losses on items returned in the same condition or to recoup return shipping and restocking fees.

It may only be used to recoup losses when an item is returned used or damaged. Sellers who misuse this feature may be subject to a range of actions, such as losing access to this or other site features or losing seller protections.

[dede394]

---

@crazyscientist wrote:

Every time I have an open box buyer's remorse return I charge the requisite 10-20% restocking fee as allowed. 

But when I do this,

an e-mail is sent out with the subject "Thanks for reporting an issue with the buyer". 

---

Or -- could this be eBay thanking you for bringing yourself to their attention 

and that you're on your way out the door, and may never get to heaven 10,000 feedback?

[crazyscientist]

Lol so much anger in some of these replies - Yes,  I only deduct from the refund when a new item is returned as used, whether or not you want to call it a restocking fee or a deduction is purely semantics. 

Or are you telling me I’m okay with deducting from used buyer’s remorse returns as allowed.. but only some of the time?  

[pjcdn2005]

You weren't clear that these items were sent out new and were used when you got them back.   Was there obvious wear on the items when they were returned?  Or are you saying they were used only because the box was opened?   Although I understand that if a box was sent out sealed and then returned unsealed it may affect the value. But in many cases the only way that the buyer can really look at an item is by taking it out of the box. That doesn't necessarily make it used.

[dentalsales4u]

I sell dental products. Everything I sell ships out new in the box with a seal.

If buyer break/opens and then returns because they didn't need after all or wasn't what the were looking for,

I am allowed to deduct a portion due to the product NOT being returned in the same condition as received.

I can no longer sell said product as new in seal box.

No, it's not a restocking fee, as OP stated, it's to compensate for devaluing the product and having to sell as an open box item.

When I do this, I also get the notification of "Thanks for reporting an issue with the buyer". 

I figured it was to track the buyer for abusing the return policy, because they are suppose to return in same condition as received and they didn't.

I do this since this is what I was instructed to do via eBay several years ago.

My products are regulated by the FDA and the states and Manufactures will not take a return if the seal has been broken, so I have to sell it at a loss.

[crazyscientist]

Sorry yes I should have been more clear on that.

Ebay’s own guidelines state that a 5-10% deduction is appropriate for open box returns in like new condition:

Good condition: Missing original packaging Factory or vacuum seal is broken/opened, but the item is still in its original condition Original tags included but unattached

5%–10% deduction

And 15-30% if there are signs of wear or use. I charged 20% today for a headphone return where there is hair and dandruff on the headphones that will need to be cleaned. 

It seems like some of the previous posters need to brush up on policy before randomly threatening sellers that their actions are going to get their accounts canceled..

[crazyscientist]

I think you are probably right - but from a buyers perspective I would think “30 day free returns” includes buyers remorse returns after opening the box.  So I can see it both ways. 

[eunster1313]

---

@dentalsales4u wrote:

I sell dental products. Everything I sell ships out new in the box with a seal.

If buyer break/opens and then returns because they didn't need after all or wasn't what the were looking for,

I am allowed to deduct a portion due to the product NOT being returned in the same condition as received.

I can no longer sell said product as new in seal box.

No, it's not a restocking fee, as OP stated, it's to compensate for devaluing the product and having to sell as an open box item.

When I do this, I also get the notification of "Thanks for reporting an issue with the buyer". 

I figured it was to track the buyer for abusing the return policy, because they are suppose to return in same condition as received and they didn't.

I do this since this is what I was instructed to do via eBay several years ago.

My products are regulated by the FDA and the states and Manufactures will not take a return if the seal has been broken, so I have to sell it at a loss.

(I do this since this is what I was instructed to do via eBay several years ago.)

---

@crazyscientist

(Ebay's language makes it seem like I'm reporting the buyer for some kind of platform abuse - an e-mail is sent out with the subject "Thanks for reporting an issue with the buyer". I'm sure that's true in some cases with returns but reporting buyer issues should be a separate system IMO.)

You are getting that warning because you are invoking Seller Protections to issue

a partial refund and accusing the buyer of abusing the eBay Money Back Guarantee.

Unfortunately eBay's current polices no longer require a buyer to return items in

the same condition.

eBay Money Back Guarantee policy

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy... 

Condition of returned items policy

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763 

[crazyscientist]

Then why does eBay specifically set forth guidelines for deductions when a new item is returned opened and/or used?  It seems that the policy you’ve placed here is in direct opposition to their own deduction guidelines.