Q's about new "simplified" return policy...

[thefrugalfox]

I have been reading posts and calling ebay for 3 days now trying to get some basic questions answered regarding this new "simplified" policy.  In the 5 hours I've spent on the phone with ebay I have received numerous conflicting answers to the following questions...Any help would be much appreciated.

1) Is it true that UNLESS I offer free 30 day returns, I CAN NO LONGER charge restocking fees in all but a handful of categories?  So if my return policy is "30 days buyer pays return shipping," I have no option to charge a restocking fee when I receive an item back in an unsellable condition.

2) Is it true that if I offer free returns, I can in fact charge restocking fees in ALL categories, or only some categories?

3)  If I offer 30 day free returns, can I charge restocking fees when an item is returned for buyers remorse reasons?

4)  When offerering 30 day free returns, if I charge $85 for an item PLUS $15 for priority USPS shipping, when that item is returned to me for buyers remorse reasons, am I obligated to refund $85 or $100?

5) Any advice on how to get an Ebay customer rep on the phone who can do more than regurgitate talking points and put me on hold every other question before I am ultimately disconnected?  

Like I said, I have recieved conflicting answers to these questions.  Please only answer if you are confident that you are correct:)

Thanks for any help!

[pburn]

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@thefrugalfox wrote:

Please only answer if you are confident that you are correct:)

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Good luck with that! LOL! 

I'm confident that these are correct, FWTW:

https://pages.ebay.com/seller-center/seller-updates/2018-summer/simplified-returns.html

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

'Pologies if you've already read them . . .

Good luck wading through those!

[ted_200]

The only thing I'm confident about is what's written below.  It seems you already know that. 

[missjen831]

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@thefrugalfox wrote:

I have been reading posts and calling ebay for 3 days now trying to get some basic questions answered regarding this new "simplified" policy.  In the 5 hours I've spent on the phone with ebay I have received numerous conflicting answers to the following questions...Any help would be much appreciated.

1) Is it true that UNLESS I offer free 30 day returns, I CAN NO LONGER charge restocking fees in all but a handful of categories?  So if my return policy is "30 days buyer pays return shipping," I have no option to charge a restocking fee when I receive an item back in an unsellable condition.

2) Is it true that if I offer free returns, I can in fact charge restocking fees in ALL categories, or only some categories?

3)  If I offer 30 day free returns, can I charge restocking fees when an item is returned for buyers remorse reasons?

4)  When offerering 30 day free returns, if I charge $85 for an item PLUS $15 for priority USPS shipping, when that item is returned to me for buyers remorse reasons, am I obligated to refund $85 or $100?

5) Any advice on how to get an Ebay customer rep on the phone who can do more than regurgitate talking points and put me on hold every other question before I am ultimately disconnected?  

Like I said, I have recieved conflicting answers to these questions.  Please only answer if you are confident that you are correct:)

Thanks for any help!

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2) is not really true. You can't charge restocking fees anymore. If you sell in some categories, you can issue a partial refund if the item is returned in a different condition--"

"Sellers will also be able to issue a partial refund for all returns where the item is returned used or damaged in select categories, including Business & Industrial, Parts & Accessories, Collectibles & Art, Cameras & Photo, Medical, Mobility & Disability Equipment, Home Improvement, Furniture, Musical Instruments & Gear, and Yard, Garden & Outdoor."

You can't issue a partial refund on a remorse return, whether you offer free returns or not. The exception is, if you offer free returns and the buyer returns the item used or damaged you can refund up to 50%. 

Basically.....restocking fees are gone. If you sell in certain categories or offer free returns, you can issue a partial refund if the item is returned damaged or used.

[sunshine_in_az]

Let me get this straight - If someone damages and item I sell them and sends it back with free returns, then I have the honor of giving them 50% back (my loss) and I lose the other 50% because I can't resell it?  Is that what you are saying?  Why would I refund anything!  I thought seller guarantee is that we get the item back in its original condition?  I am so confused.

[nobody*s_perfect]

1. Restocking fees are not allowed at all. The Spring Seller Update says, "Restocking fees will no longer be a return option."  Perhaps you are using the term "restocking" when you are thinking of this new policy: "When you offer free returns you'll be able to offer a partial refund if a returned item has been used or damaged, and eBay will protect you."

https://pages.ebay.com/seller-center/seller-updates/2018-spring/seller-protection.html

2. No

3.  No

4.  Full refund means $100

5.  Sellers report that they have better luck reaching a US-based CS rep if they call on weekdays during business hours (Mountain time).  Even those reps are not known to be a reliable source of policy interpretation.

[pjcdn2005]

@missjen831

"You can't issue a partial refund on a remorse return, whether you offer free returns or not. The exception is, if you offer free returns and the buyer returns the item used or damaged you can refund up to 50%."

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Whether you offer free returns or buyer returns you can no longer deduct original shipping cost?  If a buyer paid $50 for an item and $10 for shipping, filed a buyers remorse return and paid for return shipping, would I have the option of withholding the $10?

[terrycanarsky]

Let me get this straight - If someone damages and item I sell them and sends it back with free returns, then I have the honor of giving them 50% back (my loss) and I lose the other 50% because I can't resell it?  Is that what you are saying?  Why would I refund anything!  I thought seller guarantee is that we get the item back in its original condition? 

There is no "seller guarantee".  The ideal is that a return is sent back in the same condition in which it left your location.  The reality, reinforced by eBay's insistence that buyers are allowed to "try it out" before deciding whether to return, remains that the partial refund of up to 50% is the only protection and recompense now allowed the seller. 

eBay has become a hostile environment to sellers, a haven to buyers.

~M

[missjen831]

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@pjcdn2005 wrote:

@missjen831

"You can't issue a partial refund on a remorse return, whether you offer free returns or not. The exception is, if you offer free returns and the buyer returns the item used or damaged you can refund up to 50%."

_____

Whether you offer free returns or buyer returns you can no longer deduct original shipping cost?  If a buyer paid $50 for an item and $10 for shipping, filed a buyers remorse return and paid for return shipping, would I have the option of withholding the $10?

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It depends on the sellers return policy. eBay uses the same ambiguous language as usual here https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041

it says for remorse returns, the seller accepts it and issues a full refund that may or may not include the original shipping cost so I take it as them saying a full refund on a remorse return is the item price only unless the sellers return policy says otherwise.

[pjcdn2005]

Thanks, I read that the same way. 

I hadn't noticed this part before...

 They are given examples of how a seller may respond for a buyers remorse return...They say that the seller may....

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

I guess I shouldn't be surprised but I am dismayed that ebay suggests the seller may offer a partial refund when the buyer ordered the wrong thing or changed their mind. Geez...Talk about offering unrealistic expectations.

[thefrugalfox]

Thank you NP, I did mean partial refund. Until this new policy, all of my listings qualified for TRP...I sold my items for around $100 with free shipping which costs me about $15. For buyers remorse returns, I would require buyer pay return shipping, and would charge a restocking fee (issue a partial refund) in order to recoup my original shipping cost. This would make returns essentially a wash (no gain, no loss other than time and effort) for me provided I received the item back in new condition.

So I believe you are saying that even if I do not offer free 30 day returns, I will no longer be able to recoup my initial shipping charges via a partial refund. Is that correct? IE buyers remorse is not a viable reason for partial refund?

Ultimately, I don't believe I can absorb $30 per return while also encouraging more returns with this "try before you buy" policy. I've only been at this about a year but I dove in pretty deep. It scares me that Ebay could/would make a change that so drastically affect my revenue. Why not allow sellers to offer the return policy that best suits their business model and let customers decide whether or not to buy?

Its time to diversify I suppose...Ebay can't be trusted apparently with this much control over my online business.

[missjen831]

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@pjcdn2005 wrote:

Thanks, I read that the same way. 

I hadn't noticed this part before...

 They are given examples of how a seller may respond for a buyers remorse return...They say that the seller may....

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

I guess I shouldn't be surprised but I am dismayed that ebay suggests the seller may offer a partial refund when the buyer ordered the wrong thing or changed their mind. Geez...Talk about offering unrealistic expectations.

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I’m dismayed by that too. It encourages bad buyer behavior IMHO. And leads to the buyer expecting all sellers to operate that way. I’ve seen plenty of examples through out the years....a couple sellers issue a refund and tell the buyer to keep the item and as soon as 1 seller tells the buyer to return for a refund, the buyer gets annoyed, says the other sellers just refund them and wants to know how to get eBay involved.

[antennastore]

Sorry if I'm coming to this late, but I'm getting hammered by buyers erroneously marking returns as Defective when they're not, to get free return shipping.  I sell in Consumer ELectronics, and all my returns get instantly, automatically approved, even though with some basic messaging afterwards with the buyer, it comes out they just needed help on how to use such item, or they just changed their mind or bought the wrong item.   Is this "instant automatic" returns being rolled out to all sellers or just some.  I'm getting the impression it's only certain sellers that are in the new streamline returns program?   Whenever I call eBay (and I have to call them about every single return now, because I no longer have options of working out with the buyer beforehand), they also seem to give me information that isn't correct.  For example I'm keep being told I can offer them a partial refund, when that option is no longer there.  They tell me I can sitll work it out with the buyer by messaging them.., however that's not even true, because it doesnt matter what I work out the buyer, the system sends them a return label (at my cost) regardless what they have communicated with me or if they agreed to pay for thee label.   Then I'm being told that if I send a partial refund with Paypal (since ebay only has the Full Refund option now), they'll close the case automatically and my eBay seller fees will still be reimbursed.  To my dismay, neither of these have occurred either..    I have 100% feedback on eBay, I don't understand why eBay is making returns so hard now.  If anyone can help with this or if there is a way to turn off these automated returns, ,please let me know..  I am fine with offering 30 day returns if buyer pays return shipping, but being charged for the shipping for remorseful refunds, without any option to cancel the label at my cost or offer a  partial refund, it's killing me.

[castlemagicmemories]

I believe if you require an RMA, an automatic label is not sent.

return merchandise authorization
A return merchandise authorization (RMA), return authorization (RA) or return goods authorization (RGA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product's warranty period.

Using eBay returns
https://www.ebay.com/pages/co/help/sell/return-process.html
Include a Return Merchandise Authorization (RMA) number: If your business requires RMA numbers to issue returns, you can select this option in your Return preferences to include RMAs on your return label. You can update your returns preferences any time in My eBay: Click My eBay at the top of most pages.

[eleanor*rigby]

Necro thread. 06/2018.