Seller pays shipping on returns & no restocking fees allowed to retain Top Seller Plus Status

[georgkufne]

I sell as a Top Seller Plus & try hard to provide buyers accurate information to minimize returns and achieve high customer satisfaction. I believe a large percentage of my business is from small resale shops throughout the country. Most of these shops are reputable but a small percentage create significant potential return issues. Ebay has the data to monitor return percentages for bad actors and could take steps to limit their return activities but apparently does not care to do that.

Elimination of all restocking fees and forcing Top Seller Plus sellers to pay return shipping on all returns is a big risk for sellers like me for ebay’s “hope” that sales will increase significantly. I do not share ebay’s view that sales will increase enough to offset the cost of handling what I expect to be a surge in returns coupled with significant operating cost to a seller that chooses to retain Top Seller Plus status. Returns were tough enough when we had to argue with buyers about “not as described” returns.

I am convinced that a huge percentage of returns are from a small percentage of reseller shops that special order items for their customers then return items that their customers choose not to purchase. If I am correct about these reseller-return situations Top Seller Plus sellers are going to get hurt badly by these recent changes and the advantage will go to abusive reseller shops. Big problem that sounds good in the short term but will eventually hurt ebay sellers.

I will go along with this new ebay return policy for Top Seller Plus sellers for a time but will likely give up Top Seller Plus status and not pay return shipping. I may also consider a no return policy unless a buyer can make a very strong case for a not as described item return.

What say you?

[stuff4divas]

While I believe the majority of buyers are honest, there is a trend of dishonesty on the rise. I don't know why, maybe the dishonesty was discovered when buyers realized no reprecussions from easy cost free returns, no matter the time frame or condition of item returned.

Whatever it may be, eBay's platform allows this - IMHO - partly because they don't have to pay for the free returns. And, if the TRS with TRS+ listings opt-out of the free return policy, then eBay no longer has to pay the 10% discount to them.

There have been numerous posts about this and we've gone round and round wih no solid clear answers. So many sellers have posted nightmare returns that have been favored for the buyer, it's hard to imagine they will stay in business much longer.

I've had a handful of returns, prior the the 6/1 date, where the tags, labeled packaging have been removed, but at least I could decrease the re-sale price by the 20% re-stocking fee. No more.

I am trying the free return policy for a bit. My philosophy that the 10% will hopefully cover any free returns costs.

Of course, if the buyer returns a totally different useless item, that's a different story, which I addressed in my post to Bob Kupbens.

Wishing you and all the hard-working honest eBay sellers the best!

And wishing eBay staff, eBay corp, eBay buyers and sellers can come to a mutually satisfying arrangement.

[denicgardne-0]

I will try it, and have had very few returns. If my returns increase because of this, I will give up the 10% or really 1% when all is said and done.

[orangehound]

I've been doing free returns on some item categories for a few months.

The one problem area where I've noticed a marked increase in returns is for women's clothing, particularly annoying is women who buy multiple sizes to try on and then return the sizes that don't fit.  Return rates have increased from about 1% to 7.5%, and the 10% discount on the FVF does not cover that return rate ... not a loss that is causing any sort of headache, but just wanted to note that it isn't covering the return rate.  Long term, however, we're (slowly) moving women's clothing and shoes to other sales channes that do not promote such a liberal return policy.  Most of our clothing and shoe sales now are on these other sites.

In some other areas, I haven't noticed a return rate change:  e.g., Kitchen & Dining supplies or Camping Equipment.

Finally, I haven't noticed any increase in sales rates with free returns ... eBay only suggested, anyway, that there would only be a 5% increase from 30-day returns to 30-day free returns.

[automotivepartsrecyclrs]

Think of it this way:

Buyer looks at one of your suits and asks a few questions about it prior to purchase.

Free Returns:

Buyer looks at your suit without asking any questions and purchases it. Once they get it they have not asked any questions prior but now they can just return it at no cost to them.

You are now refunding purchase price plus any shipping they paid plus paying return shipping AND paypal fees.

Sweet deal for any buyer!!!

[mauiut]

I don’t see a good answer to this problem. If you offer free returns, you take on buyers that make returns at the drop of a hat and lose the cost of shipping both ways. However, if you don’t offer free returns, the buyer just states that the item was not as described and you pay shipping both ways anyway. Ebay never sides with sellers when it comes to buyers claiming the item wasn’t as described, so either way, it a losing situation for sellers.

[stuff4divas]

---

@denicgardne-0 wrote:
I will try it, and have had very few returns. If my returns increase because of this, I will give up the 10% or really 1% when all is said and done.

---

I've read many posts that say the 10% is really 1%, but this is not true.

Example: 10% of $100 = $10

Example: 1% of $100 = $1

[micky4sale]

  I have given it a few months now, and I have moved away from TRS+.  I will still try and do the best job possible as always.  I have to say, it does bother me that Ebay has changed the financial rules now that I have 1000 hours of commitment into listing under the old rules.  It would have been nice to creat an entirely new catagory, one that did not remove the TRS Seal, but rather enhanced your image instead of tarnishing your effort

I do NOT think the free return policy is correct for clothing:

*  I put all the measurements in the listing...The customer should rightfully bear some responsibility for their size. 

*  I like to offer free shipping but...just to expensive to ship twice w/o a sale. 

*  Most non Ebay online stores offer free shipping when a certain dollar amount is purchased.  This could help offset return shipping costs but customers do not like forking out more money to save $.  So that is not good.

*  Raise the price to cover the loss?  That is not going to help sales either.       

[taylors996]

The cost to me as a TRS+ Free Shipping & Free Returns

I sell a  shrit for $18.99 with free shipping and free retruns.  Now I get so called Free Returns, Free for the buyer. No way is it free for the seller. The seller pay shipping to the buyer with a cost of $6.90. Now the seller pays return shipping of $6.90 for a total of $13.80. So now if you want to sell the shirt again with Free shipping to remain TRS+. You now have $20.80 just in shipping costs in the shirt plus the $0.30 refund Pay Pal chrages you. You have the cost of the shirt plus shipping fees. Now E bay believes that I can sell the shrit for some where around $35.99 when that shirt  sold for $18.99... Ya right.  I would guess that lots of TRS+ will just refund the money and let the buyer keep the shirt. Now what happens when Buyers have figured this out about free returns...

[bmor3]

eBay is creating and nurturing a "return culture". Buyers are not looking at listings or thinking before they buy. The buyer mind set is now: who cares if it doesn't fit or what ever I will just return it. Why should they have any concern when there is no cost to them or penalty for being careless about their purchases. 

I sell large heavy engine parts. The wave of returns is unbelievable. Many more buyers are not looking at part  numbers or checking to see if parts will fit their machine. Why bother ? Its free to return it and I get all my money back. 

Long story short. The pittance ebay offers as a reward for being atop rated seller ( 10 % discount of final value on item price only, not shipping) is not going to cover my costs for their experiment on free return shipping.

I revised all my listings to 30 day returns buyer pay shipping. I am considering no returns unless DOA. eBay is forcing a lot of buyers to offer less then they were.

Bonanza anyone?

[violette_auto_parts]

it don't seem to matter I still got a snad earlier not a pictured
lmao I got it back knowing it was the exact item shipped
all ready relisted
buyer was un aware of my return policy as ebay has trained the buyer to file a snad
he later apologised when i made him aware of my return policy

[s.e.l.l.antiques]

I agree. Ebay may loose a number of its Top Rated Plus sellers. They have reduced the amount they give back, and expect a lot more from us. It cost us, when those abuse the return advantage, no matter how hard we try to follow all the rules, and describe our merchandise accurately.

[kwood93449]

Agreed. Why should I pay return shipping for something I described properly and the buyer decides they need money for something else 28 days after purchase. eBay is giving the buyer far too much advantage over sellers

[ipm32]

I have been a seller of mostly antiques and collectibles on Ebay since 2004. I work very hard at providing superior customer service for all items I sell. I am appalled at Ebay's new policy to remove Top Rated Plus seller status because I won't behave like Jeff Bezos and offer FREE RETURNS. It's not that I get that many, but that is a floodgate for people to return items. I earned an Ebay Power Seller status, and Top Rated Plus status when the Power Seller went away. Shame on Ebay. I don't have billions of dollars like Jeff Bezos. I also don't sell new stuff. I mostly sell antiques and collectibles. Maybe it's time for Ebay to treat sellers differently. I pay them plenty in fees and in the last 3 years have seen sales cut in half. Ebay is NOT putting my listings in front of the right eyes. I know they can. And auctions have really sucked for a longer time. I have been listing more of my antiques on Etsy. I will NEVER offer free returns.

[gondas4th]

I agree with so many of these comments. I, too, have given up my TRP seal, of which I had been quite proud. I sell items typically $100+ and give superior customer service with full well-written descriptions and photos from every angle. The buyer is well informed, and I have very few returns. BUT-- One returned handbag from across the country (with free return shipping) puts me back about $18 for that return. Gasp. No can do. EBAY, YOU ARE VALUING YOUR BUYERS OVER YOUR TOP SELLERS--- crazy. What part of TOP Seller doesn't ebay get?? VERY DISCOURAGED about this change.