Questions about "free returns" offerings and it's effect on seller metrics

[bangordiscount]

I have three questions:

I finally decided to play eBay's game and offer domestic 30 day returns, seller pays, (i.e. "free returns") on some of my more manageable listings where shipping was less than $8 to take advantage of the 10% TRS discount (I'll gripe about the 20% days with very little red tape in another thread).  I thought I'd do this for a 90 day period and analyze the benefit, if any.

1. When buyers initiate a return it's auto approved. Do those effect my seller metrics? I ask because I'm running into an issue where buyers are buying tools and aren't making sure it is for their platform. Example: A buyer is buying a Makita 12V (12-Volt) CXT (prodcut line) Drill when the batteries they have at home are for the 18V Makita LXT line (this would be like trying to play a PlayStation 1 disc in a PlayStation 2 console when they aren't backwards compatible).

On the buyers side I think they are doing this because the 12V tools are typically much cheaper and they are ill-informed and don't realize there is a difference. Regardless I'm seeing an increase in returns for "does not fit/wrong size". I have free returns so I bite the bullet and accept them. In what ways will this negatively effect my metrics, assuming I accept the return and issue refunds?

2. A buyer opens a return and doesn't end up shipping something back.... when will eBay close the return? I had a buyer purchase an item and open a return for the above reason in number 1 on November 30th. They were given until December 15th to send the item back. They have yet to respond to the return request however it's still open.

3. On international sales, will I still get at 10% TRS if I've got 1-day handling, 30 day, free returns for domestic buyers for that particular listing?

Thanks for taking the time to respond

[onlinecentral]

Q1: In what ways will this negatively effect my metrics, assuming I accept the return and issue refunds?
The seller pays return postage for Not As Described cases.
These reasons always add defects to your metrics.
1: Doesn't work or defective
2: Doesn't match description or photos
3: Wrong item sent
4: Missing parts or pieces
5: Arrived damaged
6: Doesn't seem authentic

The buyer often pays return postage for Buyer Remorse cases.
By offering Free Returns, the seller pays return postage.
These reasons never add defects to your metrics.
A) Doesn't fit
B) Changed my mind
C) Found a better price
D) Just didn't like it
E) Ordered by mistake
You need to do a cost/benefit analysis.
Does offering free returns increase my sales enough to offset the added return postage I am paying?

Q2. A buyer opens a return and doesn't end up shipping something back
I just posted the answer in another discussion and can't repost too soon.
Where is policy on how long buyers have to return item once
https://community.ebay.com/t5/Shipping-Returns/Where-is-policy-on-how-long-buyers-have-to-return-ite...
I have had these cases close in 19 calendar days if there is NO scan.
You would not be invoiced for shipping for return shipping.
Any scan can extend the case past 30 days before eBay steps in.

[fern*wood]

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@bangordiscount wrote:

...Regardless I'm seeing an increase in returns for "does not fit/wrong size". I have free returns so I bite the bullet and accept them. In what ways will this negatively effect my metrics, assuming I accept the return and issue refunds?

Maybe I'm reading this wrong, but if you offer returns (even if not free) you don't have the option to deny the return for a refund if it meets the time frame offered.

[my-cottage-books-and-antiques]

fernwood,

You are correct. A 30 day return policy means you must accept the return request if made within 30 days for ANY reason. One advantage of offering free 30 day returns is that buyers are somewhat more likely to be honest if the reason is a so-called "remorse" reason. If free returns are not offered, there will always be some buyers who will choose an INAD reason in order to get the free return shipping that comes with that choice.