My first "changed my mind" buyer return. What is the process?

[jcmn28]

I never offered returns in the past as it seemed like a hassle. I recently decided to experiment with allowing returns on some small items. I listed them as Money Back and Buyer Pays for Return Shipping.

Sure enough, one item sold just after that and then the buyer opened a "changed my mind" return as soon as they received it with the text, "My mistake, not what I needed after all." I'm a bit surprised because the cost of shipping it back is half the amount they paid. But OK, lesson learned, buyers will use the return option.

I see on ebay, this statement, "If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. If you stated you offer free returns, you have to pay; otherwise, you can ask the buyer to cover the cost."

https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-sellers?id=4703

What does that mean? I already stated in the listing that buyer pays. Why would I have to ask them again?

I also see this:

The buyer has until Aug 29 to ship the item back. If you choose to refund the buyer now, then the return will close and you shouldn't expect to receive the item.  This return has been approved automatically, per the eBay returns policy.  

If the buyer doesn't ship the item back by Aug 29, we may close the return automatically and you will not be required to refund the buyer. 

OK. So, I don't have anything to approve or make an offer at this point. I just wait for the buyer to send the item. At some point am I charged for the return shipping if I don't take some action to make sure the buyer pays?

The email from eBay said this:

Per eBay's policy, this return has been automatically approved and we've asked the buyer to send the item back.
We've asked the buyer to send the item back. After the buyer ships the item, we'll share the tracking information with you.
Please inspect the item before issuing a refund. View the return details to issue a refund now, if you like. You must issue a refund within 2 days of item being delivered.

So, sounds like eBay sent them a label. Did they also charge the buyer already or what?  

I knew allowing returns would be a hassle. 🙄

[robbie31415]

I don't really see the hassle.

They open a remorse return and you have the listing set at buyer pays.

That just means you do nothing until it shows up. You check it. And approve it.

There is no evidence that if you had no returns on they wouldn't have just done an INAD where you'd have to pay for the return.

[chapeau-noir]

This is one of the easiest things on eBay.

Buyer requests return

Return is approved (I have mine on auto - everything is done without me even bothering with it)

eBay sends the label (if remorse, then buyer pays for the label).

Buyer wraps the item, slaps the label on

Ships it to you.

You inspect and refund.

[jcmn28]

What does it mean, "you can ask the buyer to cover the cost" of return shipping? What do I need to do in order to do that (I do want the buyer to pay since it is their change of mind). 

The hassle means that I seem to have to do something once I get the item back or else perhaps be charged for the return shipping. I thought it would be automatic that they buyer pays for the return shipping if I set it that way. 

Yeah, not a huge hassle. I had my first INAD recently, which prompted me to experiment with allowing return. 

[jcmn28]

Thanks. Where is the setting for auto? Maybe I have mine set that way by default? Like I said, this is new for me, so I want to make sure I am not missing something.

[jcmn28]

I found the return settings. I don't have anything set to auto-approve. But it seems eBay auto-approves anyway in certain cases. 

I looked here:

https://www.ebay.com/rtn/Return/SellerRules

I have no problem with them auto-accepting as I said I would accept such returns. I'm just not clear on how the shipping costs work and when the buyer pays. 

[robbie31415]

All you have to do is approve the return and wait .

Ebay will give them access to a label or they can buy their own from another source.

You just wait for it to show up. And inspect.

If it's in the same condition you give full refund. You won't owe the return label cost.

If you are a TRS you can deduct upto 50% of the refund if the item is returned altered and loss value.

Don't over think it.

[chapeau-noir]

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@jcmn28 wrote:

Thanks. Where is the setting for auto? Maybe I have mine set that way by default? Like I said, this is new for me, so I want to make sure I am not missing something.

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Yes, yours is on by default (I've been selling here since the days when sellers could set automated returns which is what I did, and which makes everything easier and quicker).

https://export.ebay.com/en/seller-performance/transactions/how-returns-work/

This means that for a seller who has a return policy, the process is started as soon as the buyer files a return request. For sellers with a no-returns policy, then the request is handled case-by-case by the seller. I'm 30 days' buyer pays returns.

Incidentally, if you take 30-day buyer pays returns and are top rated, and you get your merchandise returned and it is damaged, you can deduct up to 50% for damages (it's in that link I posted).

If you are above average and take free returns, you can deduct for damage.

I don't do free returns - I sell clothing and that would be crazy. The vast majority of my buyers are honest with their returns.

ETA: Thanks for looking up policy and coming here for clarification - not everyone does this!

[chapeau-noir]

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@jcmn28 wrote:

I found the return settings. I don't have anything set to auto-approve. But it seems eBay auto-approves anyway in certain cases. 

I looked here:

https://www.ebay.com/rtn/Return/SellerRules

I have no problem with them auto-accepting as I said I would accept such returns. I'm just not clear on how the shipping costs work and when the buyer pays. 

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The buyer downloads the label from eBay regardless - they pay if it's remorse, you pay if it's not as described (which is deducted from your account). The label generation is automated.

[robbie31415]

Since I do free returns for all my items and I buy my return labels off eBay because I can get them much cheaper I can't remember how eBay does the billing for the return label.

I suspect eBay deducts it from the refund amount.

But that's just a guess.

[albertabrightalberta]

@jcmn28 

You have 2 sold items, one with "free shipping" and one in which the buyer paid for shipping. 

I'm not sure which is the one being returned. 

If the return is for the computer lock with free shipping, you'll have to issue the refund for the full price of the item. Although you paid for shipping out of that amount, you cannot deduct it from the refund. 

If the return is for the peg coat hanger, since you charged separately for shipping, you don't have to include the original shipping in the refund. You can refund just the price of the item.

In answer to the question about when the buyer pays the return shipping, ebay will charge the buyer separately if the buyer used the ebay-supplied shipping label. You don't have to worry about that. 

[safan80]

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/thread.

@chapeau-noir wrote:

This is one of the easiest things on eBay.

Buyer requests return

Return is approved (I have mine on auto - everything is done without me even bothering with it)

eBay sends the label (if remorse, then buyer pays for the label).

Buyer wraps the item, slaps the label on

Ships it to you.

You inspect and refund.

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[jcmn28]

So, it's better (for the seller) to charge separately for shipping if the seller offers returns?

[mam98031]

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@robbie31415 wrote:

I don't really see the hassle.

They open a remorse return and you have the listing set at buyer pays.

That just means you do nothing until it shows up. You check it. And approve it.

There is no evidence that if you had no returns on they wouldn't have just done an INAD where you'd have to pay for the return.

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The seller needs to accept the return request.  Then wait for the item to arrive.

[mam98031]

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@jcmn28 wrote:

So, it's better (for the seller) to charge separately for shipping if the seller offers returns?

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That is something you have to figure out for yourself.  For some sellers it works great for others it doesn't.  If you get a good number of properly filed Buyer Remorse claims, then you may find that separately stated shipping is the way to go.  But likely what you will find out with time is that returns happen every now and again.  It may not even be worth your time to try and figure this out.

The more important question IMHO is does Free Shipping bring you in more sales than separately stated shipping.  Buyers use to love Free Shipping, many still do, but there are lots of buyers that have moved away from that.  Just runs some tests listings and see how they do.  Just remember this testing should take you a few months not weeks.  Buyers come and go, so you need to allow time for a good cross section of buyers to see the listings.