Returns

[micha-wilde]

What is up with all the returns? I’ve never had so many in a month period. The excuse is ALWAYS my kid accidentally bought this without my consent. Why is that my problem? I don’t let ANYONE let alone a kid access to my phone unrestricted. Should I stop 30 day refunds? The last one I just refunded the cost of shipping basically nulls anything I would’ve made and I would’ve owed more.

[heckofagame]

Even if you stop offering 30-day returns, the buyer could still force a return.

Are these returns from different buyers? If you have a repeat offender with the same excuse, I would block that one. 

[mam98031 · Accepted solution]

I completely understand.  I can go months without a single Return Request and then it just feels like the flood gates open up for a short period of time, then it goes quiet again.  I honestly don't know why that happens, I just know it does.  

While you can change your return policy to something less than 30 days, you can't enforce that.  The MBG [Money Back Guarantee] is something that sellers return policies must meet or exceed.  

Now lets go to what is the reason your buyers are opening these Returns.  If they are filing a properly filed Buyer's Remorse return, your return policy means the buyer has to pay return shipping and if you offer stated shipping on the listing they purchased from, when you refund the buyer you can withhold the original shipping.  You can't do this if you do Free Shipping.

What you might consider is going to stated shipping.  That way when a Buyer Remorse Return Request happens, you can withhold your original shipping from their refund.  

I made that change over a year ago and it has not seemed to have any impact on my sales.  Just make sure you state in your listings that you will offer combined savings shipping discounts and it may just bring in more buyers for you.

If your buyers are telling you it is a Buyer Remorse reason but are not filing the Return request properly, then make sure you report the buyer after you have completed the return process for abusing the return system.  This is important to do as Ebay will not know unless you report them.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

When the kid gets access to ordering something, then the adult should be using Ordered by Mistake when opening the claim.  Buyer Remorse reasons are: Ordered by Mistake, Didn't like it, Found it for a cheaper price or Changed my mind.

[redlinear]

It's not easy to find what you want on eBay (being what you want is the best deal).
But, many think they have found that, and they buy it.
A few days later, they find, or are offered a better deal by another eBay seller.
Too proud to state the real reason for the return as "found better price".
So, they choose to blame it on you or the item, because they think they need to in order to return it.

[mam98031]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to, they can accept the return and have the buyer pay the return shipping.  If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

[hartungcards]

I think you can go into your Seller Preferences and enable "Block all buyers with 1 or more kids in the last month."

[redlinear]

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@hartungcards wrote:

I think you can go into your Seller Preferences and enable "Block all buyers with 1 or more kids in the last month."

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That should be an option. LOL
  I've sold basically the same vehicle parts for a very long time.  These were work truck parts and for the longest time, no returns, no issues.  (people needed something that works to keep their work truck going).
   Almost overnight, these trucks went from work trucks, to popular kitchy collectorish trucks.
Now, I'm no longer dealing with adults. I'm dealing with kids.
And there's a huge "pull you hair out" difference. LOL

[kensgiftshop]

Better descriptions might help with returns.

Condition is used doesn't tell the buyer much about the item.

[micha-wilde]

Different buyers, I’ve started telling them they’re blocked. I’ve blocked every returner

[micha-wilde]

Great info! I think I’m going to switch everything to stated shipping. Then it can hit them with shipping twice instead of me. Thank you 🙏 

[mam98031]

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@micha-wilde wrote:

Great info! I think I’m going to switch everything to stated shipping. Then it can hit them with shipping twice instead of me. Thank you 🙏 

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For me it works great and I've had no complaints from buyers either.  

Just remember you can always change it back if you find you don't like how it is working for you.

Oh the other advantage is when we have carrier increases.  I can bulk edit my listings and increase my shipping as needed when we get increases.  So much easier than having to change each listing with Free Shipping one by one.

To make this even easier, I have a handful of different rates I charge.  Like for items that will ship 1lb or less via Media Mail, 1lb or less via Ground Advantage, etc.  So there is a consistency to how I set my pricing, so using the bulk editor to change the pricing is really easy.  If that is about as clear as mud to you, as sometimes I don't explain things well, just ask.  We can chat further on it.