Ebay overstepping boundaries

[cyclebitz]

While a lot of recent great changes have happened at eBay, I am still mad at the way eBay overstepped boundaries by deciding for sellers how to handle returns and refunds.

The vast variety of sellers on eBay, from kitchen table sellers to large corporate retail operations and everything in between, with an assortment of products even Amazon can't match, I strongly believe this one size fits all approach is a horrible decision.
While eBay certainly should run it's own business 100% the way management sees fit, as a marketplace facilitator, an online place connecting buyers with sellers, it is simply not eBay's place to decide how sellers should run their business.
In particular I am referring to taking away our choice as sellers to charge restocking yes/no. That should be our decision to make and not eBay's.  The explanation from eBay that supposedly it is not standard practice to charge restocking is laughable. It is and always has been standard practice .. just not all retailers have it.
Even for my own company (our brick store and several websites) I am not saying I always want to or should implement a restocking. I am saying it should be my choice as seller to communicate to buyers that yes or no, this particular item or this particular transaction carries a restocking.
It is supposed to be a free market  .. unless someone oversteps boundaries 🙂  and if fees are clearly displayed prior to purchase, buyer can decide to yes/no purchase from this vendor.

The way I see it, eBay is playing nice with our (sellers) money and is overstepping boundaries.

Are you reading these posts Mr Sweetnam?

[gracieallen01]

There seems to be just one little problem with the fact that not everybody cares for the way ebay handles returns and refunds - or policies, for that matter. 

ebay will tell those sellers don't have to like it or take it, and that they can sell elsewhere.

(no, he probably isn't reading it)

[dhbookds]

Ebay represents the entire site......and has a responsibility to be sure sellers deliver good service so buyers come back..........  I'm sure that's the reason they choose to try to implement standard rules on all sellers........so that buyers get a consistent experience with no undue surprises from individual sellers..........certainly not saying I agree with everything they do, but I believe that is the reason they don't allow sellers too much leeway in things like returns. 

[jthomasracing]

95% of buyers are great but the 5% that want to return and you pay postage both ways are my problem. I DO NOT OFFER returns because of them. My items are generally lower cost and taking one return takes the profit of several sales to recoup the lost. The restock fee was a way to recoup the lost from these 5% that I wish would just shop Amazon. Now that option has been eliminated.

[mam98031]

---------------------GENERAL REPLY --------------------

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to they can accept the return and have the buyer pay the return shipping.  If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

For those with Free Return and/or TRS members with 30 day return policies, there are some added benefits, one of which is the ability to do a discounted refund under certain conditions.

[mod-designs4u]

I don't think that sellers should have a restocking fee as a policy of good business but I agree in freedom of choice for sellers. I wouldn't buy from a seller with a restocking fee and don't mind paying for shipping on the items I purchase on eBay (I'm mainly a seller). The only reason I would return an item would be for a SNAD claim and that's never happened. If a seller offers returns then the return labor and costs (with buyer's remorse in mind) should be part of the COGS (cost of goods sold) and eBay claims that sellers who offer free shipping and free returns will do more business (this concept doesn't work for my small business so I don't offer free shipping or returns).  I've heard of restocking fees for returning brand new items that rapidly depreciate in value (such as computer stuff) or for special orders. Good luck!   

[corvettestainless]

Restocking fees should NOT be up to the individual seller. Only small Mom & Pops do that, and Ebay is a giant brand, as a whole- so 1 size does fit all. If you don't like that size, go away. That's the jest of it.

Wally world, the River, Tarjey etc. does NOT do that. Neither should we.

You want to charge these fees? Sell on your own website. For me, I need buyers, and when buyers feel secure, they'll 'repeat' purchase. That's the game. That's the entire game when it comes to retail. Not the 'it's all about me and what I want' crowd.

[atikovi]

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@cyclebitz wrote:

The vast variety of sellers on eBay, from kitchen table sellers to large corporate retail operations and everything in between, with an assortment of products even Amazon can't match, I strongly believe this one size fits all approach is a horrible decision.

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Kitchen table sellers don't even belong on Ebay. Craigslist or Facebook is a much more appropriate venue for stuff like that.

[corvettestainless]

Far from accurate. Kitchen table sellers are the cornerstone of Ebay. That's what started it all. 1-of Sales of used goods, Auction style. That works here. So does 'multiple available buy-it-now' items. 2 worlds, 1 place. Worked for the past 25 years and will work for the next 25.

[atikovi]

Shipping costs alone would make it a non-starter for most buyers unless they were local.

[cyclebitz]

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@atikovi wrote:

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Kitchen table sellers don't even belong on Ebay. Craigslist or Facebook is a much more appropriate venue for stuff like that.

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Seriously?
Obviously you do not have a long history selling on eBay

[cyclebitz]

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@corvettestainless wrote:

For me, I need buyers, and when buyers feel secure, they'll 'repeat' purchase. That's the game. That's the entire game when it comes to retail. Not the 'it's all about me and what I want' crowd.

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Well I am glad to hear that, according your above quote, you are not one of the "all about me" crowd 🙂

[cyclebitz]

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@mod-designs4u wrote:

I don't think that sellers should have a restocking fee as a policy of good business but I agree in freedom of choice for sellers. I wouldn't buy from a seller with a restocking fee and don't mind paying for shipping on the items I purchase on eBay (I'm mainly a seller). The only reason I would return an item would be for a SNAD claim and that's never happened. If a seller offers returns then the return labor and costs (with buyer's remorse in mind) should be part of the COGS (cost of goods sold) and eBay claims that sellers who offer free shipping and free returns will do more business (this concept doesn't work for my small business so I don't offer free shipping or returns).  I've heard of restocking fees for returning brand new items that rapidly depreciate in value (such as computer stuff) or for special orders. Good luck!   

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Agreed and I made clear in my post that charging restocking fees is not what we generally do and should be doing. But it is about my and your ability as sellers to do so if and when you need to.
We have to offer returns on pretty much all our listings but some products are much more problematic than others and margins vary widely.

[kensgiftshop]

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@cyclebitz wrote:

The explanation from eBay that supposedly it is not standard practice to charge restocking is laughable. It is and always has been standard practice ..

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I hear that a lot, from sellers that's been on Ebay for awhile.

I've been buying from various sites for 20+ years and Ebay was the only place I've ever seen a restocking fee mentioned.

[fashunu4eeuh]

@atikovi Wrote:

“Kitchen table sellers don't even belong on Ebay. Craigslist or Facebook is a much more appropriate venue for stuff like that.”

I see you are a small seller yourself, with used car parts as your main category. Nothing wrong with that, it’s great, just find your statement surprising in that light.