Returns being automatically approved

[coyote_arts]

eBay needs to stop automatic return approval because it is taking the seller out of the return process and not allowing the seller to help the customer with a problem personally. I have never set up any automatic return approval settings ever, but still starting this year eBay has made 3 automatic returns that in every case has been disastrous for both the seller and the buyer.

[missjen831]

Did you miss the fall seller update? http://pages.ebay.com/seller-center/seller-updates/2017-fall/returns.html  It’s very import as a seller, to read the seasonal updates. You missed an important one 🙂

[slippinjimmy]

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@coyote_artswrote:

eBay needs to stop automatic return approval because it is taking the seller out of the return process and not allowing the seller to help the customer with a problem personally. I have never set up any automatic return approval settings ever, but still starting this year eBay has made 3 automatic returns that in every case has been disastrous for both the seller and the buyer.

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How is it disastrous? For either party?

Buyer want to return something (Not SNAD)

As a Seller you accept returns

Buyer will be required to pay for the return shipping

What exactly would delaying the matter do for either party? How is the results any different if you have to approve the return regardless in a buyer remorse situation.

In a SNAD you might decide it's not worth paying for return shipping but for a remorse return where the buyer pays for return shipping would you not want the item back?

If eBay did not accept the return on your behalf in what way would it "help" the buyer?

[coyote_arts]

In these cases, it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee. Automatic returns are not always in the best interest of the buyer; in the end, I would rather see the buyer have good experience with transactions on eBay. I would rather make a return into the most positive experience for the buyer. But Auto returns take the seller out of the loop in being able to find a more beneficial buying experience an solution.

[castlemagicmemories]

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@coyote_artswrote:

In these cases, it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee. Automatic returns are not always in the best interest of the buyer; in the end, I would rather see the buyer have good experience with transactions on eBay. I would rather make a return into the most positive experience for the buyer. But Auto returns take the seller out of the loop in being able to find a more beneficial buying experience an solution.

What do you mean by,  it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee?

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[ted_200]

In these cases, it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee. Automatic returns are not always in the best interest of the buyer; in the end, I would rather see the buyer have good experience with transactions on eBay. I would rather make a return into the most positive experience for the buyer. But Auto returns take the seller out of the loop in being able to find a more beneficial buying experience an solution.

This is absolutely correct.

What do you mean by,  it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee?

In my case, it may well mean I'd abandon the merchandise and refund rather than have eBay sell the buyer a return label for 8 times more than I paid for the item.  Or, it might mean I can tell them how to send it back for 71¢, which is going to make them much happier than buying a $3 to $5 return shipping label from eBay to send it back.

In every case, it would be better for the seller to know exactly what they buyer requires / wants as a resolution, and for the seller to have all range of potential options available to them to offer to the buyer... instead of a one-size-fits-all automated approach that is bad for everyone.   For example, if the buyer thinks the item doesn't suit their needs because of (insert reason here), and it turns out they don't understand how to use the product, or how to use it for that particular need, they will be happier if the seller can explain it to them than if they have to pay eBay for a $15 label to simply return it.  I assume I don't need to explain to you why that's better for the seller, although it is apparently beyond the comprehension of eBay why that would be better for eBay. 

[gotta-get-stuff]

And if you tried to get me to send you back something for .71 in shipping you'd have to refund me first because there's absolutely NO WAY I'm mailing something back without delivery confirmation. Buyers know that they are the ones going to have to pay for return shipping and in some situations original shipping and/or restocking fee-their choice when they decided to buy from you.

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@ted_200wrote:

In these cases, it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee. Automatic returns are not always in the best interest of the buyer; in the end, I would rather see the buyer have good experience with transactions on eBay. I would rather make a return into the most positive experience for the buyer. But Auto returns take the seller out of the loop in being able to find a more beneficial buying experience an solution.

This is absolutely correct.

What do you mean by,  it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee?

In my case, it may well mean I'd abandon the merchandise and refund rather than have eBay sell the buyer a return label for 8 times more than I paid for the item.  Or, it might mean I can tell them how to send it back for 71¢, which is going to make them much happier than buying a $3 to $5 return shipping label from eBay to send it back.

In every case, it would be better for the seller to know exactly what they buyer requires / wants as a resolution, and for the seller to have all range of potential options available to them to offer to the buyer... instead of a one-size-fits-all automated approach that is bad for everyone.   For example, if the buyer thinks the item doesn't suit their needs because of (insert reason here), and it turns out they don't understand how to use the product, or how to use it for that particular need, they will be happier if the seller can explain it to them than if they have to pay eBay for a $15 label to simply return it.  I assume I don't need to explain to you why that's better for the seller, although it is apparently beyond the comprehension of eBay why that would be better for eBay. 

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[ted_200]

And if you tried to get me to send you back something for .71 in shipping you'd have to refund me first because there's absolutely NO WAY I'm mailing something back without delivery confirmation.

Well, of course not, all these eBay sellers are crooks!  So, on the scant few returns I've had, that's exactly what I did.  And amazingly enough, every one of those crooked eBay buyers mailed back the item, despite them already having their money back.    

[coyote_arts]

In these cases, the buyer would have to pay for return shipping and there is restocking fee – The buyer would not get a full refund and also be out the return shipping cost. When I (as in the past) would be allowed to talk to the buyer and arrange for a trade, I would handle all shipping that is agreed to and there are no restocking fees. My costs are less than a full or near full return of money and the buyer gets the product they want and most times even a better product seeing how I am the make the items sold – items that are respectful of the buyer’s needs. Auto returns do not allow me that chance to talk to the buyers and help with the problem; in addition half the time they just need some help in learning how to use the item, to what I am more than happy to help with. The positive outcome is when the seller and buyer can work together and many times I find that this also increases trust and return buying.

[ted_200]

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@ted_200wrote:

And if you tried to get me to send you back something for .71 in shipping you'd have to refund me first because there's absolutely NO WAY I'm mailing something back without delivery confirmation.

Well, of course not, all these eBay sellers are crooks!  So, on the scant few returns I've had, that's exactly what I did.  And amazingly enough, every one of those crooked eBay buyers mailed back the item, despite them already having their money back.    

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As soon as you start screaming "I need protection!", you're basically saying the other party not to be trusted and is going to scam you.  That's the starting point for 99% of all eBay transactions now, which is why transacting is so adversarial here these days. 

I sent the thing out for 71¢, signaling I trust the buyer to not rip me off right from the start.  It's amazing what a little good will and good faith can bring you.  Even though I refunded in advance (to get them to not waste their own money), I don't recall any of them insisting I do so. 

[chrysylys]

" Phone conferences available for advance buying in certain cases"

Be very careful there.  This site is getting heavy handed in things they consider off-site communications.

[fern*wood]

You could always set up free returns on your listings.  I believe these would not be automatically accepted.   Of couse you would be responsible for the shipping on every return.

I believe this change was started by ebay to handle all the sellers out there that continue to offer returns and then try to wiggle out of them by adding in their policies that they are only accepted if the item isn't as described. 

[castlemagicmemories]

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@ted_200wrote:

In these cases, it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee. Automatic returns are not always in the best interest of the buyer; in the end, I would rather see the buyer have good experience with transactions on eBay. I would rather make a return into the most positive experience for the buyer. But Auto returns take the seller out of the loop in being able to find a more beneficial buying experience an solution.

This is absolutely correct.

What do you mean by,  it would be better for there to trade in return than the buyer losing money in return shipping and restocking fee?

In my case, it may well mean I'd abandon the merchandise and refund rather than have eBay sell the buyer a return label for 8 times more than I paid for the item.  Or, it might mean I can tell them how to send it back for 71¢, which is going to make them much happier than buying a $3 to $5 return shipping label from eBay to send it back.

In every case, it would be better for the seller to know exactly what they buyer requires / wants as a resolution, and for the seller to have all range of potential options available to them to offer to the buyer... instead of a one-size-fits-all automated approach that is bad for everyone.   For example, if the buyer thinks the item doesn't suit their needs because of (insert reason here), and it turns out they don't understand how to use the product, or how to use it for that particular need, they will be happier if the seller can explain it to them than if they have to pay eBay for a $15 label to simply return it.  I assume I don't need to explain to you why that's better for the seller, although it is apparently beyond the comprehension of eBay why that would be better for eBay. 

Thank you, Ted, the trade in the return phrase totally threw me off, sorry, but I understand now.  I see what you mean.  You are a very thougtful seller who is focused on doing what will be best for the customer and for you.  

But in the case of buyer's remorse, which is what the automatic returns are for, the buyer would pay anyway, and the return shipping is not charged to you.  Some sellers would fly the returns banner but then only want to take returns if the item was misrepresented or snad.  But when you take returns, you take them for any reason, so Ebay just eliminated the back and forth in these circumstances.

I totally understand why your communication, in your last example, could be a deciding factor that would make the buyer much happier than a return.  But I think the instances where a buyer who requested a return from sellers who offered returns, but then had a hassle or was abused back and forth, were why Ebay went to this~for a speedy return and no hostility, since the seller said returns and a buyer's remorse return would have shipping paid for by the buyer anyway.  

Just some thoughts.  YMMV

[castlemagicmemories]

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@coyote_artswrote:

In these cases, the buyer would have to pay for return shipping and there is restocking fee – The buyer would not get a full refund and also be out the return shipping cost. When I (as in the past) would be allowed to talk to the buyer and arrange for a trade, I would handle all shipping that is agreed to and there are no restocking fees. My costs are less than a full or near full return of money and the buyer gets the product they want and most times even a better product seeing how I am the make the items sold – items that are respectful of the buyer’s needs. Auto returns do not allow me that chance to talk to the buyers and help with the problem; in addition half the time they just need some help in learning how to use the item, to what I am more than happy to help with. The positive outcome is when the seller and buyer can work together and many times I find that this also increases trust and return buying.

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Excellent points, and I understand completely.  I think this situation is very similiar to when ebay took away the ability of sellers to leave negs for buyers~some abused it, so they took it away.  I believe sellers who offered returns but only if misrepresented, when it is for any reason, argued and greeted such requests with hostility, even though the buyer would pay return shipping, so ebay automated the process to make it quicker and kinder.  I surmise this from my experiences with SNADS, and listings that state returns but qualify that in the description as to mean only in cases of misrepresentation.  Based on threads on the Buying Board, listings, and my SNAD experiences, I believe this was happening.

[ted_200]

But in the case of buyer's remorse, which is what the automatic returns are for, the buyer would pay anyway, and the return shipping is not charged to you. 

One of my 2 or 3 returns came on an item I sent to Canada (for $1.15).  If eBay sells them a label for the return, it's probably going to cost them $15 or more.  They didn't pay that much for the item, that puts them in the Chinese seller problem position.  The only way they don't totally eat it in the shorts for the return is to claim SNAD and force me to pay the return shipping. 

I need to COMMUNICATE with them about all that, I don't want anything getting "auto-approved", and I certainly don't want them opening any disputes either. 

Send.  Me.  A.  Message.

But eBay steers them into something else, that is going to suck for me, and suck for my buyer, and it is not helpful.

Who has to way-overpay for an eBay label is not my primary concern, getting the problem solved without ANYONE doing that is.