eBay

stainlessenginecovers · ‎08-12-2023

I thought only 'not as described' forces a seller to 'pay' for the return shipping label? (I offer 30 day/Buyer Pays Shipping' returns).

I could've sworn that I've received this 'reason' for a return before and I didn't have to pay for it?

wastingtime101 · ‎08-12-2023

If it was a "guaranteed fit" sale then eBay covers return shipping label, assuming an eBay return label can be generated. If an eBay return label can't be generated (size, international, etc) then seller is responsible:

https://www.ebay.com/sellercenter/protections/ebay-guaranteed-fit

Can you provide more details about what you're seeing on your return?

GLORIOUS!

ittybitnot · ‎08-12-2023

I thought only 'not as described' forces a seller to 'pay' for the return shipping label? (I offer 30 day/Buyer Pays Shipping' returns).

@stainlessenginecovers

In the past, a "doesn't fit" return if the buyer actually used that reason (most that want free shipping back would not) was considered a remorse return and they had to pay for return shipping themselves.

However,

If the buyer claimed "not as described" and said in the comments "didn't fit" it would be a regular SNAD return and the seller had to fork over a return label or funding for such. There was never any seller protection for a SNAD complaint regardless of the circumstances.

NOW

Review what @wastingtime101 has provided in their post. Since eBay proclaimed that this is one of their "new vertical" categories, new policies have been enacted.

stainlessenginecovers · ‎08-12-2023

@wastingtime101

The reason stated for the return was 'doesn't fit my vehicle'.

comments were 'doesn't fit over the cover'.

Sale was domestic (not EIS/Int'l).

Again; typically in the past- doesn't 'fit' my vehicle was a 'remorse return' and NOT a NAD return where seller had to pay for the 'return' label.

Is this may something new with the 'ebay motors parts- guaranteed to fit' deal??

sextons-sweet-deals · ‎08-13-2023

I glanced at the eBay policy.

Weas your listing showing part number, model #, and so on? If so, seems like you should be covered.

stainlessenginecovers · ‎08-13-2023

@sextons-sweet-deals wrote:
I glanced at the eBay policy.

Weas your listing showing part number, model #, and so on? If so, seems like you should be covered.

@sextons-sweet-deals

Our products are one of a kind and not a 'part' as it is solely 'aftermarket'; therefore, there is no 'part number'...but we do show fitment in the fitment chart as well as in the written description of what it fits.

wastingtime101 · ‎08-13-2023

@stainlessenginecovers wrote:
@wastingtime101

The reason stated for the return was 'doesn't fit my vehicle'.

comments were 'doesn't fit over the cover'.

Sale was domestic (not EIS/Int'l).

Again; typically in the past- doesn't 'fit' my vehicle was a 'remorse return' and NOT a NAD return where seller had to pay for the 'return' label.

Is this may something new with the 'ebay motors parts- guaranteed to fit' deal??

Was the original shipment one package or multiple boxes? Assuming one package ...

Was the outbound shipping label purchased through eBay?

Did the listing have accurate weight/dimensions?

What were the weight/dimensions?

These may seem like irrelevant questions, but they speak to whether or not eBay's system could auto-generate a return label which is one of the criteria in whether or not eBay picks up the cost of the Guaranteed Fit return label.

When you go to approve the return, does it show you will be charged for the label?

Have you contacted eBay CS to ask why the system is trying to charge you for the label and whether or not this qualified as a "Guaranteed Fit" sale?

Buyer has to enter their vehicle info before making a purchase to get "Guaranteed Fit" coverage.

GLORIOUS!

stainlessenginecovers · ‎08-13-2023

@wastingtime101

I haven't reached out to reps on FB yet; still wondering if this is just the 'it fits or....' program.

Item shipped with 1 other item (customer bought 2 items in the same transaction) but all shipped together

Item was to ship GA when purchased separately, and both items shipped together GA

Size/Weight was about 1lb 8 oz; dimensions were 11x9x5

Dimensions/weight was accurate- as well as all our items ship 'free' anyway.

Original shipping label purchased through ebay (as are all shipments)

I have set it up to give an RA number so returns are NOT automated; this time, I had to not only give the RA (as I set up) but ALSO choose "I would pay for return label' or 'I have purchased and sent buyer a return label'

Item shows it fits 1982-1992 Camaro/Firebird V8 L98 350; V8 305; V6 Turbo Charged; V6 Regular.

Customer shows he has 1985 Firebird V6 Turbo Charged

Again, 1st time I've EVER had to pay for a label, unless a Not As Described

wastingtime101 · ‎08-13-2023

I don't see RMAs addressed in the Guaranteed Fit FAQ section. https://www.ebay.com/sellercenter/protections/ebay-guaranteed-fit

Wondering if @valueaddedresource might know the answer on RMAs or if we should tag an eBay rep.

Liz, if RMAs are enabled, do you know if that's one of the exclusions with eBay covering return ship costs on Guaranteed Fit transactions?

Not even sure if OP's situation is Guaranteed Fit, but the system is trying to charge them for shipping on a 'doesn't fit' motors part return so it sounds like Guaranteed Fit.

I don't see that another exclusion based on buyer location, package size, etc would apply.

I remember you were following Guaranteed Fit closely and thought maybe you'd have an answer for the OP before they spend the time contacting CS to see what's going on.

GLORIOUS!

valueaddedresource · ‎08-14-2023

@wastingtime101 wrote:
I don't see RMAs addressed in the Guaranteed Fit FAQ section. https://www.ebay.com/sellercenter/protections/ebay-guaranteed-fit

Wondering if @valueaddedresource might know the answer on RMAs or if we should tag an eBay rep.

Liz, if RMAs are enabled, do you know if that's one of the exclusions with eBay covering return ship costs on Guaranteed Fit transactions?

Not even sure if OP's situation is Guaranteed Fit, but the system is trying to charge them for shipping on a 'doesn't fit' motors part return so it sounds like Guaranteed Fit.

I don't see that another exclusion based on buyer location, package size, etc would apply.

I remember you were following Guaranteed Fit closely and thought maybe you'd have an answer for the OP before they spend the time contacting CS to see what's going on.

Thanks for the tag @wastingtime101 !

I haven't seen anything in the help or policy pages that addresses RMAs directly, but back when Guaranteed Fit was first being rolled out I remember there was some discussion about RMAs actually being required for the program.

I know ahead of the announcement of the program, some sellers received this email:

In early 2023, eBay will introduce an optional program for Parts & Accessories that don’t fit the buyer’s vehicle.

This program is intended to decrease your returns caused by fitment issues.

Buyers will provide their vehicle details
eBay will confirm fitment by checking the buyer’s vehicle details against the info in your listing’s compatibility table
If fitment is confirmed, in many cases the program will provide a free return label for you to use when there is a fitment issue

How to receive program benefits

To start benefiting from the program, your listings must contain fitment data. Learn how to add fitment data to your listings. If you work with a developer partner to manage your listings, please make sure that your partner is aware that they will need to add fitment data for new and existing listings through add/revise API calls.

If your developer partner is integrated with the Post-Order API to handle return requests, your partner must use the Process Return Request method of the Post-Order API to provide a Return Merchandise Authorization (RMA) number. The value of the decision field of that same request must be set to PROVIDE_RMA. You cannot receive the benefits until you make the changes above. Maximize your benefits by making these changes by January 17, 2023.

The program will cover Parts & Accessories in the Car & Truck category starting early next year, with expansion to more categories in the future. Misuse of the program may be subject to a range of actions, such as losing access to this optional program or other site features or losing seller protections.

I'm not sure if RMAs are in fact required now that the program has rolled out, but at the very least I don't believe they would be a reason for exclusion.

@zamo-zuan - any ideas based on your experience with the program?

wastingtime101 · ‎08-14-2023

Thanks @valueaddedresource . I read the page again and while it's not in the FAQs, RMA info is higher up on the page. Missed that when I reviewed it yesterday. RMAs are required for those using the post-order API, but RMAs are not required for everyone else. However, the reference to processing returns "manually" does indicate RMAs would not be an obstacle.

When a buyer opens a return under “Doesn’t fit my vehicle”:

If an eBay return label is available:
- We will provide a free eBay label to the buyer if the return is auto accepted or if you manually choose to provide a free eBay label.

- If you are supported by a developer partner integrated with the Post-Order API to handle return requests, your partner must use the Process Return Request method of the Post-Order API to provide a Return Merchandise Authorization (RMA) number. The value of the decision field of that same request must be set to PROVIDE_RMA.

Recapping the details:

- Reason for return was 'doesn't fit my vehicle'

For items that do not have fitment data, for example universal parts and customized/remodeled parts, they will not be eligible for eBay Guaranteed Fit.

- The item 301366510080 does have a fitment chart. No part number, but I don't think that excludes it as long as there's fitment info.

We’ll pay for return shipping when a return is opened for “Doesn’t fit my vehicle” and an eBay label is available. Some examples of an eBay label not being available include: The return is international, The item is oversized or a freight item (e.g. engine, bumper), The return is shipped in multiple packages

If a part or an accessory doesn’t meet the eligibility criteria for an eBay label, you’ll be responsible for providing a way for the buyer to return the item.

- Order was not international.

- Package was not oversized. 11x9x5, 2lb.

- Accurate wt/dm were on the listing.

- Original label purchased through eBay.

- Order had 2 different items, shipped in 1 package, buyer returning 1 item.

- Seller was able to issue an eBay-generated return label, but the system said seller has to pay for it.

For the Car & Truck parts category, buyers must provide full vehicle information (Year/Make/Model/Trim/Engine) for eBay to confirm fitment.

- Item shows it fits 1982-1992 Camaro/Firebird V8 L98 350; V8 305; V6 Turbo Charged; V6 Regular.

- Customer shows he has 1985 Firebird V6 Turbo Charged

Hopefully with @zamo-zuan 's experience he'll be able to spot the issue.

GLORIOUS!

zamo-zuan · ‎08-14-2023

@wastingtime101 wrote:
I don't see RMAs addressed in the Guaranteed Fit FAQ section. https://www.ebay.com/sellercenter/protections/ebay-guaranteed-fit

Wondering if @valueaddedresource might know the answer on RMAs or if we should tag an eBay rep.

Liz, if RMAs are enabled, do you know if that's one of the exclusions with eBay covering return ship costs on Guaranteed Fit transactions?

Not even sure if OP's situation is Guaranteed Fit, but the system is trying to charge them for shipping on a 'doesn't fit' motors part return so it sounds like Guaranteed Fit.

I don't see that another exclusion based on buyer location, package size, etc would apply.

I remember you were following Guaranteed Fit closely and thought maybe you'd have an answer for the OP before they spend the time contacting CS to see what's going on.

We have a return at the moment which the buyer chose "Doesn't fit my vehicle" and we use RMA.

Here is what is showing up for us:

So it doesn't look like any exclusions based on this feature!

My guess for the OP's problem would be that it's something to do with combined shipping?

stainlessenginecovers · ‎08-14-2023

@zamo-zuan wrote:

We have a return at the moment which the buyer chose "Doesn't fit my vehicle" and we use RMA.

Here is what is showing up for us:

So it doesn't look like any exclusions based on this feature!

My guess for the OP's problem would be that it's something to do with combined shipping?

That is exactly (maybe) what my screen looked like; now I don't remember if the part in () "Covered by Ebay" was stated on my return or not.

Guess I'll just have to wait to see if I am being charged or not (which I believe shows when the label is used).

Thanks all- I will let everyone know when I/if I see a charge for the label.

wastingtime101 · ‎08-14-2023

Oh man, that's why I asked upthread, "When you go to approve the return, does it show you will be charged for the label?"

Let us know what happens. Hopefully it's a case where you didn't notice the "covered by eBay" text. I couldn't figure out a reason why your sale wouldn't qualify for the eBay paid label, so if you end up getting charged for it, I'd be interested to hear what CS says about it.

GLORIOUS!

stainlessenginecovers · ‎08-14-2023

@zamo-zuan @valueaddedresource @wastingtime101

I ran a 'payment' report showing all 'fees etc' to day; so far, it does not show a charge but....

When I click on the return, and see the details- it says
Thank you for providing a Return Label in a green band across the top; then all the rest of the typical 'buyer has until xyz to ship back blah blah'.

That tells me that I WILL be paying for that label. Still not sure why?