Ok that's it,, i'm adding the following to every single one of my returns.

[lasantino]

Ok, I'm fed up,, another return.

I accept returns no problem,. however,, ebay has emphasized to buyers ,   go ahead buy it, try it, return it if you don't like it...

I am adding the following to each of my listings.

I accept returns no problem.  When buyers purchase from me,  Shipping is included in the original purchase price.  If a buyer returns an item, because it doesn't fit, they don't like it or they changed their mind etc. The buyer is responsible for return shipping charges.  Upon return, the buyer will be refunded their purchase price less the original cost of shipping the item .  If you have any questions. please ask, i always answer promptly.

Fellow sellers. please give me feedback as to if you think this is a good solution? 

[city*satins]

So if i a buyer doesn't object(and that's why i would send a message after a purchase. because buyers don't always read desriptions)

Careful.  eBay itself has got in hot water for taking silence as consent/assent and opting sellers into programs they didn't explicitly agree to participate in.  

Also, buyers who don't read terms of sale, are equally apt not to read messages about returns/partial refunds when they're part of a "thanks for your purchase" message which I know I stopped reading a long time ago.

[city*satins]

However, as i've stated before. I am trying to deter buyers who are serial returners from shopping with me.

But this idea of deterring buyers from buying is the very reason that eBay changed its policy this year to no longer allow restocking fees.  Remember that every potential buyer is going to see the message you propose, not just the ones you don't want to do business with.

I've said for years, and I'll say it again. Write your terms of sale to address the people you want to do business with. Not the people you don't.

I sell clothing. A high return category.  Unless the item is very pricey and very light, I rarely offer free shipping now.  My other option is not to allow returns at all, but that comes with its own set of baggage. So I just charge for shipping.

[luckythewinner]

---

@lasantino wrote:

As long as the buyer does not object.  Ebay will not step in

---

If you think you can convince a buyer to take less of a refund than they are entitled to without them escalating, have at it. 

[reallynicestamps]

Are you getting less than 1% of your sales returned?

That's a reasonable business expense.

You can control your costs for return shipping and (possibly) damaged goods by using Cookie Jar Insurance, which puts a few pennies from every selling price into a virtual Cookie Jar and using them to cover refund costs.

Most sellers using this kind of self-insurance find it actually is a profit centre, especially if they also drop expensive third party insurance.

Are your Disputes more than 1% of your transactions, by volume or by value?

Then it's time to look in the mirror.

Check your listings on a mobile since 50% of transactions now involve mobiles. You may be unwittingly misleading your buyer, or more likely the mobile customer may be skimming your listing and missing important information.

Are your pictures clear?

Are you using your Buyer Requirements to automatically Block deadbeats?

Are you using Item Specifics which are becoming more and more important in Search?

Are you giving measurements in every single garment and shoe listing?

In your high end category, is it possible that your customers are 'renting' items for special occasions? Would a handling fee on returns help?

Your listings look great to me, but we all have to rethink our presentations from time to time.

[lasantino]

clothing returns no way no how are less than 1%..

Having less than 1% returns in clothing is not realistic. The industry avg for returns on online clothing purchases is upwards of 30%.. 

Item not as described is different than remorce returns.   The problem is, remorce returns have gotten out of control.  

I am not doing anything wrong,, but ebay thinking that clothing and shoe sellers should have less than 1% returns..is patently ridiculous.  I have not seen anywhere in ebays announcement that they were differen\tiating between remorse and snad returns.    Has anyone seen where ebay said they are only going to use SNAD returns to calculate return rate?

[lasantino]

i think you may be right, the easiest option would be to just charge shipping from on.

However.. as a buyer, I know i gravitate towards free shipping(actually shipping included) listings.  

I am sure that lots and lot of buyers do the same.  

Taking away free shipping I think would hurt my placement and sales more than the help i would get in not being stuck with having paid the shipping price on a sale that ends up being returned.. 

i'm just so frustrated.  it's like, we're damned if we do and damned if we don't.   and if there's a question.. of course ebay sides with the buyer, so we're damned.

[brian@ebay]

---

@missjen831 wrote:

---

@lasantino wrote:

I just got off the phone with ebay.

Here is what they said.

I can include that phrase in my listing, Ebay can not enforce it. because the system currently doesn't offer that option.

However.. If i clearly state my policy in my listing..  . Upon receiving  a remorse return. I can log into paypal and refund the purchase price ,and deduct the initial shipping.   

As long as the buyer does not object.  Ebay will not step in.  And ebay does get notification when a refund is done through paypal.  If the refund amount is more than 80% of the original purchase price. The system automatically credits back the sellers fee.  

I think this is a good solution for my purposes.. I can compose a form letter that i will send after each puchase. that restates the return policy, and shipping fee policy.. as long as the buyer agrees,, i think i'm covered.

obviously, it's a bit of a hassel. . But I do think most buyers are honest. And i think that buyers that do often buy things just to try on etc.  If they see that they will be responsible for shipping both ways.. will either accept that.. or they will move on to another seller....

This would have the same affect that restocking fees had.. It discourages buyers who are serial returners.  But still allows returns no problem.

thoughts?

---

I think customer service lied to you and told you what you wanted to hear. If the buyer opens a return request, you cannot issue a partial refund. The system will not allow it. If you go to PayPal to issue the refund then the buyer can and will ask eBay to step in. And they also lied when they told you that they can see when you refund 80% through PayPal and that you will get an automatic final value fee credit.

you are not allowed to charge a restocking fee anymore and you cannot withhold the shipping cost. It does not mater what a phone rep tells you. 

brian@ebay tyler@ebay did customer service advise this seller correctly? Has there been some unannounced changes? Since when does ebay see an 80% refund through PayPal and automatically issue a FVF credit? The policy for some time has been that the seller has to refund in full in order to get a FVF, unless a return request was opened and the seller charges for shipping. If they offer free shipping they can’t withold the shipping cost and then get their fees back. 

---

Hi @missjen831, thanks for tagging me. It does sound like the customer service agent gave inaccurate information.

@lasantino, I apologize that you were given inaccurate information. I need to clarify that if you accept returns then the buyer needs to be refunded the full item price + original shipping cost. Additionally, the description field should only contain information that describes the item. Anything else needs to be removed. 

While a partial refund can be issued through PayPal prior to the buyer asking us to step in, doing so may result in a cancellation defect. Additionally, the buyer can still ask us to step in to receive the un-refunded amount. Our intent with the update to the returns process is to streamline returns and to reduce the confusion buyers were experiencing. I advise that you follow the return options available. 

[keziak]

---

brian@ebay wrote:

---

While a partial refund can be issued through PayPal prior to the buyer asking us to step in, doing so may result in a cancellation defect. 

---

Not to hijack this thread but does that also mean the partial refunds for people who overpaid on combined shipping may be counted as a cancellation? I think this has been discussed but not sure was the consensus was. 

About the OP's question, if I bought something with free shipping I would not know how much the seller paid to ship it and I would be surprised to suddenly see some amount deducted from a refund.

[couldabeenworse]

I've said for years, and I'll say it again. Write your terms of sale to address the people you want to do business with. Not the people you don't.

Hey, that's the flip side of MY old adage: "If you model your business to deal with your worst customers, those will end up being the only custoemrs you have."

[couldabeenworse]

I apologize that you were given inaccurate information. I need to clarify that if you accept returns then the buyer needs to be refunded the full item price + original shipping cost.

Haven't people here been saying that they were able to deduct the original shipping (if not free)?????

[brian@ebay]

---

@couldabeenworse wrote:

I apologize that you were given inaccurate information. I need to clarify that if you accept returns then the buyer needs to be refunded the full item price + original shipping cost.

Haven't people here been saying that they were able to deduct the original shipping (if not free)?????

---

Hi @couldabeenworse, thanks for pointing this out. Original shipping can be deducted from a remorse return. In my previous post I mixed up the Not As Described policy with Remorse. Thanks again!

[brian@ebay]

---

@keziak wrote:

---

brian@ebay wrote:

---

While a partial refund can be issued through PayPal prior to the buyer asking us to step in, doing so may result in a cancellation defect. 

---

Not to hijack this thread but does that also mean the partial refunds for people who overpaid on combined shipping may be counted as a cancellation? I think this has been discussed but not sure was the consensus was. 

About the OP's question, if I bought something with free shipping I would not know how much the seller paid to ship it and I would be surprised to suddenly see some amount deducted from a refund.

---

Reasonable or small partial refunds are fine. It's large partial refunds (like the OP's example of 80%) that may trigger a cancellation defect. If shipping was free, then a buyer should receive a full refund. 

[nickelsanddimes2015]

I do exactly what you said. If the customer wants to return a item becasue it doesn't fit etc I let them know in advance that the original shipping fee will be dedcuted from the refund regardless if it was free shipping or they paid for shipping. If they agree which so far out of 5 returns only 1 had a issue with it . I explained to that 1 the shipping is expensive if they don't agree I ask if they could split it with me and 100% of them agree.  Amazingly enough many online companies do still charge to return items at the buyers cost. QVC for example does also any online purchases you buy online and return it to a store you don't get the shipping fee you paid back either. It is easier however if you adjust your selling price and add the shipping cost becasue then that way if the open the return becasue it didn't fit or changed their mind they aren't entitled to get that shipping refunded to them and ebay does back you up. I sell alot of qvc items and charge calculated shipping on the majority of it that way I'm covered if they want to return it.

[couldabeenworse]

I let them know in advance that the original shipping fee will be dedcuted from the refund regardless if it was free shipping or they paid for shipping.

If it was Free Shipping, it would be against policy to refund less than the full payment.   Are you saying you are able to do so through eBay?

[lasantino]

actually,, you would know how much the original shipping was, because when you opened a return for buyers remorse.. ebay  allows you to purchase a return shipping label , and it is the same price and the shipping label that was purchased by the original seller..  at least that's the way it's supposed to be.