I'm curious to know how other sellers assess what return policy is optimal for them. I've not seen this discussed much so I thought that, in the interest of stimulating discussion, I'd share my own experience.
(I know I can always do better, so I'd welcome critiques and observations, and would enjoy hearing the experiences of others.)
When I started on eBay in 1999 I was quite casual about selling (worked full time, family responsibilities, etc.). Made some pocket change every month selling stuff I'd collected in my 20s and 30s.
I retired about 6 years ago and with my new found free time decided to branch out into different categories.
I also decided to offer same day / 24 hour shipping.
eBay noticed and I received a call from a rep who suggested I offer paid returns for 30 days, so I did.
Sales started to accelerate.
About two years or so ago I switched to a 60 day paid return policy largely because of a nice seller protection proviso (related to INADs after 30 days if I recall correctly -- please correct me if I am wrong about that) that is offered as part of that package.
When I switched to 60 days, I observed a further uptick in sales, which has continued fairly steadily to this day.
I know that eBay is aggressively promoting my listings in exchange for my customer service, but I believe that the most important reason for more sales is the reverse psychology that is at work when a buyer sees 60 days for a return. And so far, at least, I've had no returns since making the 30-day switch.
There are, I reckon, at least a few factors at work here:
- I sell mostly (but not exclusively) in categories that appeal to older, solvent buyers; these buyers take time to leave detailed feedback, and they pay close attention to feedback that has been left for me.
- The only items I sell are those that are in my personal possession.
- I use my phone to take sharp photos of my items (inside and in natural light) from every conceivable angle and will often use the 24 photos that are available to me in a listing. I sometimes supply a video.
- I make crystal clear that the item that the buyer sees in the photos is the one they will receive. (Some buyers are actually surprised when this happens, believe it or not -- testimony I suppose to the average eBay shopping experience.)
- I ship delicate items with great care, and people do not mind paying an extra dollar or two for added weight if it means the item will arrive safely.
- Finally, I do believe that the little blue "TR Plus" badge that appears next to a listing makes a difference, especially in certain categories.
I realize of course that not everyone believes (for whatever reason) that they can afford to to be flexible, and that for some categories, "no returns" is a sound policy and one that works -- as long as the buyers are honest and opt to not file an INAD.
Any other experiences out there? Regards
eBay seller since 1999. This is a posting ID.
