How to reduce returns

[lovtaco0]

Got the March Vol II seller newsletter from eBay. They linked to a page on how to reduce returns. I have bolded my favorite parts.

----------

Simple ways to reduce returns.

Cut down on the costs (and headaches) of returns.

How to reduce returns

• Ensure your products match accurate item description and clear photos.
• Remove products with high rates of manufacturing flaws from your inventory.
• Make sure you aren't sending the wrong items.
• Use checklists for items with many parts, or for multiple items in a combined shipment to avoid missing pieces.
• Package items securely to prevent damage in shipment.
• Check returned items carefully before issuing a refund.
• Issue refunds quickly—preferably within 2 days of receiving a return.
• Ask eBay to help you resolve an issue.
• Keep a valid return address on file, and manage multiple addresses through your preferences.

http://pages.ebay.com/seller-center/service-and-payments/returns.html#reduce-returns

[a_c_green]

---

@scene.of.the.crop wrote: 
Thanks for the feedback, @dtexley3.  I can see why this is unclear. 

The list covers tips to reduce returns, return claims and refunds. 

We will revisit the page to work out how to clarify the guidance we're providing. 

---

That sounds promising! On the topic of the three bullet items in question, I think the first and third could stand some elaboration:

• Check returned items carefully before issuing a refund.
• Issue refunds quickly—preferably within 2 days of receiving a return.
• Ask eBay to help you resolve an issue.

You're recommending that the seller check their returned items before refunding, but there's no guidance on what they can do about it if they do discover Something Bad. As it stands right now, that bullet point is left kind of open-ended.

Similarly, for the third point above, it's not clear what eBay can offer the seller if they do contact you with an issue. For example, clicking the notorious "ask eBay to step in" escalation option tends to result in an automatic refund to the buyer at the seller's expense. If that bullet point is suggesting that they phone eBay instead, it might help to give a couple of specific examples, to show what kind of help eBay can provide by phone to a seller in that situation.

[scene.of.the.crop]

@a_c_green

This is helpful feedback! Let me see if we can connect the dots a little better. Thank you so much!

[alfredn215]

Best post all week! And can we add no SNAD returns allowed that are really just remorse, because 95% of them are remorse.

[ebbyisme]

---

@alfredn215wrote:

Best post all week! And can we add no SNAD returns allowed that are really just remorse, because 95% of them are remorse.

---

I have 60 day free returns and the few buyers who have opened a return STILL falsely use SNAD.... something is wrong... I've never returned anything but these buyers seem like nice people and admit it is remorse but something is making them pick SNAD reasons.... so by going to 60 free returns for any reason.... my SNAD return rate has gone up from 1 in 1000 transactions to 2.5 in 1000.... and will probably climb higher.... so if it hurts visibility can someone tell me why it is a good idea to continue 60 free returns? I think if you are offering 60 free returns you can't really hold returns against them or compare them to "peers" who have 15 day buyer pays returns....

[threshold.sales.group]

A couple thoughts - 

1. To the average person reading the advice "asking eBay to step in" would appear to offer an even handed, fair process.   No indication that c-s will tell the seller that faulty returns are a cost of doing business or that they side with the buyer most of the time. Sellers have their ducks in row and then "ask ebay to step in" and then come to board angry.

2.  It appears eBay doesn't grasp the idea that making something easier to do (return things) means people actually return more things. Lowering the barriers means you get more of something. 

3. Mixed messages. Promote to buyers that ebay offers easy returns & make that a major focus. Make opening returns easy for buyers. Encourage sellers to offer no questions asked returns, plus longer return windows. Claim that's the key to selling more (generous returns).  Threaten & punish sellers when buyers actually use the "generous" return policy. 

4. If returns are going to be held against sellers then it's guaranteed sellers will once again start litigating returns and tightening return policies.   Does anybody at the site see that's the logical side effect? 

[alfredn215]

When you encourage an activity, then you're likely to get more of it. Common sense. When you put out free samples in a store you might sell a few boxes, but you'll also get a few individuals who think they can take everything you have. If they make a meal out of the samples, you've lost your profit.

[rixstuff]

---

@chrysylyswrote:

---

@retrose1wrote:

I am surprised that it doesn't have one bullet point that says..... Just refund the buyer and they won't return anything.

---

It's impossible to reduce returns when Corporate so openly and aggressivley encourages them.

---

There was a time a while back when if you didnt leave feedback within a few days, you would get the message "You havent left feedback for this transaction.  Would you like to open a dispute?"  YEAH from too busy to leave feedback to creating a dispute out of nothing.  It's like they were BEGGING for disputes.  Gee, I hadnt thought of it but hey sure why not open a dispute! Or maybe I could just leave feedback and keep it?