Reality Check: Free Returns

[iart]

We signed up for the Free Returns at the end of May. We figured it would increase our sales or, at least, keep them at the same level.

But in the last week, since ebay wanted us to sign up, our sales have plummeted by over half. And we have more listings now than ever before. Going into summer is usually slow but this is a drastic cut.

Anyone else who opted into the free returns seeing this?

[moms**art**window**]

yea Barry, i hear ya very aggravating,it really is becoming a "ONE SIZE FITS ALL" culture

Of course as our INDIVIDUAL ability to make are own decisions on what policies and options on how we do buisness become more linited as the shoe gets smaller while our feet remain the same size.

It does make more sense for the shoemaker to make all the shoes the same size

and the shoe buyers just to deal with it,it makes it easier for the shoemaker and the buyer,the shoemaker only has to make one type of shoe and the buyer to shop for one shoe.

Better for everyone right?

Free return shipping,the buyer does'nt have to read the decription and the seller doesn't have to worry over any details of the return,easier for everyone.

sounds like a win win eh?

[ekno6865]

I am upset about the whole thing,  I have spent the evening checking out alternative- competitve ebay sites.   What is ebay doing?  They have a good thing.  Why are they screwing it up?  They are taking more and more from the small business sellers when we are the very ones who cannot afford it.  We are not Amazon and cannot compete with Amazon.  How greedy can they be, high sales and fees are never enough.   They have always catered to the buyer but it has became very one sided.  I have chosen to not offer free returns and agree with most being said here.   I am letting go of TRS+ as well.  I went to change the 30 day return to 14 and I see that is no longer an option.  How sneaky.  But I mostly sell used clothing.  How superb that buyers can purchase, wear their item a month and return it free.  Ebay has gone too far.  Now with the seller having to charge sales tax.  I have to reevaluate if it is even worth it.   Very saddened and maybe unemployed.  😞

[moms**art**window**]

Hang in there !! It got a little easier for me as far as being upset goes once i realized there isn't anything i can hope they will change for the better,i think half of the devastation is putting sellers in shock because we are buyers also,once the shock is absorbed things will improve .

[lookng2015]

Actually I disagree that it's to the advantage of the dropshippers. A lot of them will be in a world of hurt with free returns as their dropshipping partners most likely do NOT accept "free' returns.

[stacy_pme]

I don't know, I switched all my listings back.  I will say this though, at least we have the option to adjust refund.  But still, we are going to be out of the shipping fees...   If they pay for shipping, I have to pay for the shipping back, and I refund all of their money....as well as the signature required & insurance fees that I usually paid for and didn't charge them for....  So Basically for free returns, you will see that everyone will now have to start paying for shipping and paying for those things that the sellers use to protect themselves.  

I wonder.... should we add in extra money for the signature required & insurance, or should we do a partial return removing those fees.

In the incident I described above that was 14K gold earrings, I sent them with signature required and insurance, because of the value....  So, what should I do, make it a "handling fee" for the signature required fee ($2.99) + insurance fees?  Or, when I do the refunds, should I subtract that amount from the refund?  

I realize that buyers want to be able to have free returns, but I can't see them getting free returns that also includes the signature required and the insurance fees on top of the shipping fees.  It's getting a bit annoying 😛   

[moms**art**window**]

it seems like it gives buyers a whole lot of leverage.
Partial refund or i send it back
why not put it to buyers this way another shipping return option that has always been, just market it different.
Free return shipping (if not as described) and can be no questions asked,when it comes back of course if it's not so it can be addressed or not addressed.but they have to say it's not as described,this will encourage them to read the description again before making a decision,they may change their mind at this point and save everyone some hassle.
i agree with simplifying return policies but free return shipping with non issue items,gives buyers bargaining room after the sale.
This will create problems with rapport with customers.
This policy needs to be tweaked for sellers.
the present policy gives to much leverage to buyers after the sale and discourages them from reading descriptions.
I know this will be mandatory and have made some dreaded decisions
to go a different direction,management seems to have taken advantage with excessive policy changes.
Visibility changes are most troublesome. 

[onereader1]

EBAY has absolutely NO reason (in their minds) not to give the customer 100% of what they want 100% of the time. It doesn't cost EBAY one penny - it just kills their sellers. EBAY has never figured out that the SELLER is their customer - not those who purchase from the sellers. EBAY makes money only from US - but they continue with their policies to undermine the seller.  I've never gotten it, I'll never get it. EBAY was built by small sellers, but now they only cater to the mega sellers (where they have the smallest profit percentage). So, bottom line is, their policies continue to downgrade the site. Sellers continue to find other places to sell and buyers find lots of other places to buy. My listings - no matter how eclectic would have at least 10-15 views per week. Now I'll go a full month with ZERO views on vintage items that used to sell quickly and get tons of views. So the sellers move on, the buyers move on and Ebay continues to shoot themselves in the foot by accelerating the process instead of opening their corporate eyes and work to once again diversify their seller and customer base. I really didn't think Ebay would ever fail, but they are working hard to prove me wrong. It's sad to watch - buy hey, I'm moving on!

[megalimey]

this just another step ebay is using to force top rated seller to drop out there fore ebay saving their 10% seller discount fees

[grayirongolf]

A lot of people aren't willing to spend on fluff when interest rates are going up.   They would rather take that money a place it into something gainful like a savings account. 

[osagecitypickers]

Had "no quibble" 14 day return policy, buyer pays return shipping unless not as described or damaged. Two returns in three years. opted in to continue the top rated status and discounts. have three requested returns this month. now the free shipping plus return shipping plus free shipping again to the second buyer is eating up the other half of the discount ebay didn't take back. Going to try for one more month but anticipate opting out of top rated seller program, seems like i am having to pay for the advertising rather than earning a perk from providing great service

[theparkwoodco]

I had a woman today purchase 3 of the same shirt in 3 consecutive sizes. I messaged her to see if this was correct. Her very porky response was "well this is a surprise.. since I can't try it on I ordered 3 sizes to assure I get the right fit. Shouldn't be a problem since you offer free returns" 

Oh, and I'm sure she's expecting to keep the order discount after she returns the two she doesn't want. 

I might be a little less aggravated if I didn't put right in my listings "printed to order" 

[castlemagicmemories]

I remember you! You restore such beautiful Snow White dolls!
Although I have never had the pleasure of buying from you, I well remember your work.

[sonoranboutique]

I agree, requiring Free Returns is the stupidest thing ever, especially since most web sites to not offer them.  (Best Buy, J. Crew, Ted Baker. etc.)

It's completely unfeasible in many categories.  Any category where shipping is 1/3rd to half the cost of the item - forget about it.  The seller can't afford to offer it.

It's already affecting listings.  I went on ebay to check prices for a $40 board game recently.  All of the prices were higher than Amazon.  None of the listings were Top Rated or had Free Returns because the sellers can't afford to pay $16 return shipping on a $40 item.  So they either lose money by offering Free Returns or lose the TRS discount.  Either way their costs have gone up.   EBay's seller-unfriendly policies simply means that prices on EBay are always going to be higher than on Amazon.

[yuncreations]

this month my sales have been low too.
Everybody out on vacation , maybe?
or people saving for the kids return to school ?

[magicjohnsonsvariety]

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@theparkwoodco wrote:

I had a woman today purchase 3 of the same shirt in 3 consecutive sizes. I messaged her to see if this was correct. Her very porky response was "well this is a surprise.. since I can't try it on I ordered 3 sizes to assure I get the right fit. Shouldn't be a problem since you offer free returns" 

Oh, and I'm sure she's expecting to keep the order discount after she returns the two she doesn't want. 

I might be a little less aggravated if I didn't put right in my listings "printed to order" 

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This is why I don't want anything to do with encouraging it (or as my parents called it.....enabling bad behavior)

I have a neighbor who does this on a regular basis. I'm guessing this habit carries over to online buying because she used to return lots of stuff to regular stores way before the internet. 

To her, you are just another store......