SOLVING SNAD ITEM NOT AS DESCRIBED: PLEASE READ SELLERS

[brettyg599]

After our conversation a week ago I have been thinking a lot of about the discussion.  It seems from sellers standpoints they are upset buyers can open SNAD cases with what seems like the item was described perfectly, and ebays stance is that how could they know if the comments made by the buyer is everything that was wrong.  

Easy fix is to make it so the buyer has to include all reasons it wasnt as described.  Furthur I have an even better idea.  When a buyer clicks "item not as described" in the return window a prompt pops up that is the "item condition" for the item they are stating not as described.  Then a message such as this will be displayed:

"Here is item condition of the item you purchased. Please review it and confirm the item is indeed not as described, opening a case with inaccurate item as described selection could negatively impact your account"

Really Trinton please look at this and pass it on because it seems like a really good solution for both Ebay and sellers that really doesn't change the process very much at all.  As sellers we really want ebay to take false item not as described returns seriously.  Ebay is losing a lot of business from sellers and will continue to do so if they don't listen to what would help us grow and manage our business.

Thank you for your time, and to anyone that reads this and comments.  If you have a simpler idea or other stuff to add please add it and hopefully ebay support, Trinton and management can use this thread and help develop a better return process for everyone!  Good luck all 

[zamo-zuan]

Completely agree. As I had mentioned on here elsewhere, "communication" is the key to dispute resolution, so "clear communication" would form the best policies to make sure the disputes are resolved fairly for both parties.

For buyers, if they raise any issues with their purchase, it should be expected that they clearly communicate the specific problems, and that would provide sellers with an opportunity to address the issue, which should be expected as well.

For sellers, any problems with the purchase should be clearly communicated, such as return reasons. And then they can better address the specific issue.

It actually simplifies the process quite a bit, yet eBay decides to simplify the returns system in a way that is BELOW "Industry Standards" (a term that has been thrown around a lot lately by eBay) and leads to unfair decisions.

The stance on this said that "The return reason is chosen, and the reason they give in text is in addition to the return reason chosen". In other words, they don't even have to give an actual reason. By simply having to communicate the reason, it would be an open and shut case.

[bonjourami]

I think its a good idea too, but it will never happen...the vague threat to a buyer that it could negatively affect his account is something Ebay would never do, because the buyer is never wrong here.

[Anonymous]

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@brettyg599 wrote:

After our conversation a week ago I have been thinking a lot of about the discussion.  It seems from sellers standpoints they are upset buyers can open SNAD cases with what seems like the item was described perfectly, and ebays stance is that how could they know if the comments made by the buyer is everything that was wrong.  

Easy fix is to make it so the buyer has to include all reasons it wasnt as described.  Furthur I have an even better idea.  When a buyer clicks "item not as described" in the return window a prompt pops up that is the "item condition" for the item they are stating not as described.  Then a message such as this will be displayed:

"Here is item condition of the item you purchased. Please review it and confirm the item is indeed not as described, opening a case with inaccurate item as described selection could negatively impact your account"

Really Trinton please look at this and pass it on because it seems like a really good solution for both Ebay and sellers that really doesn't change the process very much at all.  As sellers we really want ebay to take false item not as described returns seriously.  Ebay is losing a lot of business from sellers and will continue to do so if they don't listen to what would help us grow and manage our business.

Thank you for your time, and to anyone that reads this and comments.  If you have a simpler idea or other stuff to add please add it and hopefully ebay support, Trinton and management can use this thread and help develop a better return process for everyone!  Good luck all 

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Hi @brettyg599, I originally posted a response to this topic here. For reference, I've included a copy below: 

While I understand the desire to the burden of proof upon the buyer in an effort to minimize loss for your business, this simply is not the industry standard. Across online retail and in person, customers expect to be able to return an item they have concerns with without providing additional documentation or detailed explanations. The role of the buyer and the seller are different, with more expectations placed upon the seller - this is part of the core nature of commerce. 

Customers generally do not have the level of experience that merchants do when it comes to describing items or communicating in a written format. These two skills are a core part of selling on eBay, but proficiency in these tasks is not a requirement for buying on eBay. Making the return process more difficult or complex for buyers would likely lead to a poorer buyer experience for the vast majority of buyers who are honest in their intentions, and would not serve to discourage those who seek to commit fraud. Those who wish to abuse our protections will simply adapt in an effort to circumvent the hurdles placed before them, while honest buyers with legitimate concerns would face unnecessary extra steps.

We strive to provide fair and reasonable protections for both buyers and sellers and while these may not look the same, I can assure you that we have teams working around the clock to identify abuse and take appropriate action. The teams related to our eBay Money Back Guarantee and Seller Protection policies are well aware of the concerns raised here and the protections rolled out to our Top Rated Sellers (here) are an example of how we are working towards supporting our sellers. I want to say thank you again to everyone for sharing their ideas here so we can work together on improving the eBay experience.

[vintagecraze50]

A seller can make this process extremely difficult for a buyer. I imagine if something like this was ever considered, which it would not be, a buyer who bought something that was clearly a bad product would be put through the wringer by some but not all sellers here. That’s just bad business.  Not gonna happen. Refund  it’s all good.

[ittybitnot]

While I understand the desire to the burden of proof upon the buyer in an effort to minimize loss for your business, this simply is not the industry standard.

Could you please give an example of another venue that has the "industry standard" of seller funding a bogus faulty claim?   I sell in many other places, and indeed this practice is not standard.  Even your soon to be divorced PayPal partner requires a buyer to return an item for SNAD on their own dime. 

[onlinecentral]

For the return reason WRONG ITEM SENT, the buyer should have to input the Brand, MPN and UPC from the retail package. Then not have the ability to go back and select a different reason.
I sent the exact correct correct item and the buyers comments are:
The item that was sent was too small. (You should have measured your item and ordered the correct size.)
I received 250v 8 amp, but needed 3 amp fuses. (You should have ordered 3A, not 8A)
I need a battery charger, not a tester. (Yes, you should have ordered a charger, not a tester)
In all cases these should have been Ordered by Mistake or else Doesn't Fit.
The sellers should have the right to block buyers based upon
A) Recent and lifetime returns and returns with buyer abuse reported.
B) Number of blocked bidder lists their ID appears on.

[this*old*attic]

Really?

Lets post their blood type, high school transcript and driving records while we’re at it.

Just because it’s Ebay-related info, doesn’t make it public info!

[patd3283]

Just a simple required to be answered box that says 'How is this item not as described' or a place for a buyer to enter a picture, would do the trick. 

[brettyg599]

Wow I have been suggesting your A. for years.  Ebay knows customers return rates.  Let sellers set their return rate so that customers that return say 10%, 15% or even 20% can't buy from you.  That just makes business sense when sometimes your margins are much smaller than the cost of shipping+return shipping.

Your B suggestion is good also.

Ebay should hire you because you sound like you know your stuff.

[cashvaluerecovery2011]

Ebay makes less money if a seller is able to avoid abusive buyers. That is why we get the short stick everytime.

[onlinecentral]

You are imagining things because I never suggested to make anything public and visible.
Give the seller the ability to make the decision to block based upon the buyers hidden misbehavior history.

Really?

Lets post their blood type, high school transcript and driving records while we’re at it.
Just because it’s Ebay-related info, doesn’t make it public info!

[mam98031]

I don't like returns any better than the next seller, but I don't agree with a lot of what you are saying.  Buyers need to know they can return things here easily.  To do anything else will be to limit your own sales as buyers will just shop elsewhere that they can get that service if the need arises.

Sometimes we can describe things perfectly and a buyer will find fault whether real or imagined.  We still need to take care of them.  It is part of running an internet business.

And make no mistake, these are all business transactions no matter the size of the seller or how often they sell.

Now I do have areas in the return system that I feel Ebay could make some vast improvements on and they need to offer us more seller protections on.  For TRS sellers as of a couple days ago we had some good help go into effect.  Time will tell how much they help.

But we all need better protection when we report that the item returned was not what we sent and if the box was empty.  These are two areas that Ebay has got to come up with a better way to work with sellers as the current system is just not at all adequate.  I know I'm leaving out another reason two that I think is important along with these two, but right now it isn't coming to me, sorry.

But we all need to be thinking about these in a business world, it isn't personal.  Because a buyer disagrees with you about your description, it is just that, a difference of opinion.  It isn't a personal attack on you.  Just let the return happen, take good care of your customer and move on.

[mam98031]

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@patd3283 wrote:

Just a simple required to be answered box that says 'How is this item not as described' or a place for a buyer to enter a picture, would do the trick. 

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There is no way to force a buyer to send a pic.  You can request one but that doesn't mean you are going to get one.

[mam98031]

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@brettyg599 wrote:

Wow I have been suggesting your A. for years.  Ebay knows customers return rates.  Let sellers set their return rate so that customers that return say 10%, 15% or even 20% can't buy from you.  That just makes business sense when sometimes your margins are much smaller than the cost of shipping+return shipping.

Your B suggestion is good also.

Ebay should hire you because you sound like you know your stuff.

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We have been able to report buyers for a long time.

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