Sales fading, returns skyrocketing

[michael_atw]

My inventory has increased by about 12% over the last two months.  Sales have declined about 15% over the last two months.  This month has had a very consistent fade.  

More alarming is the rapid increase in return cases/abuses.  Although some of the returns have been valid, I would say 60% now are buyer's remorse returns or attempts to get partial refunds/free items.  I presently have 5 returns open with one of them being an outright lie, one of them most likely being a buyer attempting to get a free item, one of them a split error between myself and the buyer, another one unverifiable at the time, and one that is verifiably valid.  

From Feb 2017 - Feb 2018, I sold nearly half of my total inventory.  Secured part of my person and was content.  Was TRS, issues declined, sales were hot.  Now with the new policies, I no longer wish to operate on such a large scale anymore.  I have declined my buying as well on eBay (was buying ~$200k YoY).  I have paid as a seller about $210000 to ebay in the last decade; I also have paid Paypal in the realm of $125000.  For all intents and purposes, eBay will be losing my revenue stream within the next 16 months due to their policies.  I will be creating my liquidation plans and distancing myself from purchasing items.  

[michael_atw]

I notate my size as to allow recognition of the significant nature of the impact I'll have when I remove myself from eBay.  Not only did/do I sell, but I also bought items that generated revenue to ebay (I buy mostly auctions).  My bids are a revenue stream even if someone was going to buy anyways as I increase the value.  I seem to be one of the largest vintage guitar parts suppliers on the internet.  

[teeker_seekers]

I hear you... never anywhere online sales with so many scam buyers if you have any buyers at all.. the word is out for those type of people.. want something for free or nearly free, buy on ebay.. such a shame we as sellers are subjected to this abuse.. simply criminal

[dhbookds]

Certainly your choice and business to make the decison......  And from this board posts......guitars seem to have more problems than other niches.......

But how many returns have you had in the last 3 months? 

[whatmorefabric]

On another site that I sell on,   I have  a fraction of the sales that I have on Ebay,   I have had 7 returns and 3 Item not received.

In each case of the SNAD,  the customer was refunded as a courtesy without returning the item and the 3 not received had tracking showing delivered,  but were refunded.    None of these cost me money,  they were all refunded by the company.    

I told my DIL,  a bigger buyer than I am on that site,   and she said it was very common that if you were the slightest bit unhappy,   they want to know.   

On line customers expect this type of customer service.   They want the ability to examine the items and return just like if it was a store.       I would think adjusting your prices to cover your losses would be a better move.

[m60driver]

Scam buyers, scam politicians, scam corporate "executives".......the Internet is the virus.

[bedazzled5]

     I've been a seller here on Ebay for 6 years and this last month has been the worst I've ever encountered from buyers.  I'm not a big seller like some of you, it's more of a once in awhile thing to clear out items that I've bought from estates or friends to make a few extra dollars.  I've had two returns (one was from a buyer who resells on Ebay) who didn't like the item, the other was buyers remorse. Biggest problem I've had has been NPB...4 in the last 3 weeks, one cancelled their bid right after winning the item.

    I just sent a 2nd invoice out to the latest and am betting she ignores it too.  I've always had pretty good luck with Ebay but this has been a royal pain.

[michael_atw]

never anywhere online sales with so many scam buyers if you have any buyers at all

Although there are scam buyers, not all buyers with issues are scammers.  For example, if someone lies to eBay to get a return fulfilled, that's not a crime.  It's just being unethical and a bad person.  I don't see 'scams' increasing in my experience versus just bad, advantageous people. 

[michael_atw]

guitars seem to have more problems than other niches.......

Historically, I have had far more problems as a buyer than as a seller.  Mostly with regard to packaging.  

But how many returns have you had in the last 3 months? 

I think 11-12 now.  My return rate was somewhere along the lines of .25% prior to the last few months (If I recall properly).  When eBay sent out their messages telling everyone about how good or bad their return rate was, they said mine was low.  Two of those were INTL buyers opening INRs and then receiving their items. 

[michael_atw]

I would think adjusting your prices to cover your losses would be a better move.

I don't operate a life to indirectly condone waste and fits of criminal activity.  So that is not an option in my long-term.  

On one hand, eBay cut the guitars FVF in half if you list it properly in the right category.  But then out the other end, Paypal began grifting it's large merchants by jacking up the transaction fee.  Then, shipping costs are being fixed every year by the oligopoly cartel of UPS/FedEx/USPS.  

[tofu107]

mike,

may I make a suggestion?

Have you considered using a different background for taking pictures of your parts?

I learn long ago from my Yahoo shopping days that they always recommend white background,although I dont always agree.

you can get craft paper from supermarket for 99 cents.

[tundrac]

Might be.....but I have used ebay since 2002. Anymore, Items that are advertised new, are not. Antiques...are not. People selling fake stuff and junk. I do not even bother anymore and I have have 1000 transactions in the early days. People are tired of getting burned and having to fight...........

[femmefan1946]

I looked at your shipping and noticed that although you do ship internationally (according to your description) I cannot get a price to ship to me here on Vancouver Island.

Perhaps you should look into how your shipping is currently set up. You may be losing buyers.

And much as I hate to say it, you might want to look into the Global Shipping Program (spit spit spit).

The GSP protects you against claims of slow or non-delivery, handles import charges, and gives you some protection* on damage claims.

We Canadians hate it because low value items (under ~$100) are usually ignored by CBSA and not assessed for duty and sales taxes which are supposed to be collected on items valued over ~$16USD.

*There have been some posts complaining that the GSP is very strict about rare woods and CERTES, and destroying guitars ,in particular, which they deem to be unshippable under CERTES.

[michael_atw]

I've used a dozen different backgrounds.  I move often. I have found lighted room with a background of wood is best.  I have never had an issue with sales.  My original post has to do with returns and not sales.  Thanks though. 

[michael_atw]

I looked at your shipping and noticed that although you do ship internationally (according to your description) I cannot get a price to ship to me here on Vancouver Island.

My listings state to ask for shipping quote if INTL.  I sell nearly 50% of my items international.  That has never been a problem.  Even newbies (I get lots of INTL newbies) seem to be able to navigate my structure pretty well.  Last year INTL sales overall were about 43% of my total.  My INTL sales seem to have increased year over year.  Which is great because American buyers cause far more problems.