Spring Update Changes to handling return requests that appear abandoned?

[blacktopautoparts]

"Changes to handling return requests that appear abandoned

Starting April 1, 2020, we will no longer close returns early at the request of a seller when the buyer has not shipped the item back. Instead, we will wait to ensure buyers have sufficient time to provide proof items they requested to return were shipped back. If we do not receive proof of shipment from your buyers while the return requests are active, we will protect you by removing any negative or neutral feedback left on that transaction."

So is eBay telling us that buyers no longer have a date for when they must return an item by if they open a return/request? This is getting crazy if this is how I am reading this. This is sad if true, they already get 7 days to upload tracking on top of when they must return it. You get some of the sly buyers that know how to work the system to even get an extension. My returns the last 2 months have been out of control, with people incorrectly opening them up and me having to take the time to get them reported so the service metrics don't mess our account up.

[ersatz_sobriquet]

Sellers were too smart to sign up for 60 day returns, so this is ebay's way of saying well too bad then, you don't sign up willingly, we'll do it for you. 

[fern*wood]

I so dislike policy announcements that state something, but are just vague enough for me to not understand.  When they say they will no longer close returns early--what does early actually mean?  Less than the 6 or so days now allowed?  Another week after that cut-off?  What?

[bar-29368]

My question would be exactly how MUCH time is considered "sufficient time" for the buyer to return the item?

[blacktopautoparts]

I feel like this is what they are pushing towards is 60 day returns being the standard policy for eBay. Yet another seller update a total lack of seller protections. This is why this company is on a total down slope, we can't be giving everything away for free or pennies on the dollar.

[steven.cal]

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@blacktopautoparts wrote:

"Changes to handling return requests that appear abandoned

Starting April 1, 2020, we will no longer close returns early at the request of a seller when the buyer has not shipped the item back. Instead, we will wait to ensure buyers have sufficient time to provide proof items they requested to return were shipped back. If we do not receive proof of shipment from your buyers while the return requests are active, we will protect you by removing any negative or neutral feedback left on that transaction."

So is eBay telling us that buyers no longer have a date for when they must return an item by if they open a return/request? This is getting crazy if this is how I am reading this. This is sad if true, they already get 7 days to upload tracking on top of when they must return it. You get some of the sly buyers that know how to work the system to even get an extension. My returns the last 2 months have been out of control, with people incorrectly opening them up and me having to take the time to get them reported so the service metrics don't mess our account up.

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The change does not mean that buyers will have unlimited time to ship a return after it's been requested. Rather it means we'll close the return automatically without requiring you to contact us after we've waited sufficient time for proof that the item has been shipped back. 

Specifically, when buyers are sent an eBay-generated return label, we'll close the return if the label is not printed within 10 business days. If the buyer prints the label, we allow the return to remain open an additional 5 business days to ensure shipping scans are captured.  When buyers are not sent an eBay-generated return label, we wait up to 35 business days before closing the return.

[blacktopautoparts]

My question for you is what is sufficient time?

Here is an example of one of my returns where we always have a date by when they need to provide tracking by, so is this date no longer going to appear in the return? If customers do not provide tracking by this date,  a few days later I usually call eBay to close these out.

[sfc_auto_parts]

I think the original policy was the buyer has to print the label within 5 business days.  If they don't you would call ebay to close the return in your favor.

With the new rule looks the buyer has 10 business days to print the label.  If the buyer doesn't ship the item,  ebay automatically closes the return.  Pretty much the buyer has an extra week to return the item.  

[mtgraves7984]

@steven.cal 

So, if a buyer prints the return label immediately but sits on mailing it for 7 days... eBay will automatically close it?

That's allowing for your 5-day scan period.

No additional work for the seller? No call to eBay to close the return?

[forgottenape]

saves me phone time

[Anonymous]

Hi @blacktopautoparts, I just wanted to add that we have dedicated boards for our Seller Update topics with staff members responding to questions. I recommend you join the discussion here: https://community.ebay.com/t5/Updates-to-how-you-service/bd-p/customers

[blacktopautoparts]

Hi @Anonymous, yup I know you guys do. Every time I was trying to access the dedicated boards it kept giving me an error. If you want to move this thread there, that is cool.

[fern*wood]

My last few returns just showed up on my doorstep.  No tracking number ever showed in the return flow to tell me a label was printed.  So the timing is a mystery for me.

[steven.cal]

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@blacktopautoparts wrote:

My question for you is what is sufficient time?

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By sufficient time, we mean that we’ll wait 10 business days to see if the buyer has printed the label when an eBay-generated return label is available. If the label is not printed within 10 business days, we’ll close the return. If the buyer prints the label, we may keep the return open 5 business days in addition to the 10 days cited above to ensure shipping scans are captured.  When buyers are not sent an eBay-generated return label, we wait up to 35 business days before closing the return.

[dentalsales4u]

I send my own return labels and I have them set to expire in 7 days.
If a buyer can't return an item in seven days, there's a problem with the buyer.
FedEx scans the label upon receipt of the package, so there's no waiting for a scan to upload like USPS.
If I'm reading correctly, I have to give the buyer 35 days since I don't use eBay labels???
My FedEx labels are cheaper than what eBay would charge and I have the proper amount of insurance on it, so no, I won't use eBay's labels.