To Offer Free Returns or Not is the Topic…

[t*jack]

So basically in instances of a Buyer having purchased something, then returning an item for the reason that they didn’t like it (Buyer’s remorse) as I just had happen, I’d have been better off not offering free returns, correct? I constantly read/hear about successful Sellers saying to other Sellers that we should always offer *free* returns. I cannot constitute paying shipping to both send and have an item returned because a Buyer simply didn’t like the bulkiness of a bracelet, especially when a time consuming attempt is made to provide scale/size in the photos. I get that EBay offers a platform of potential buyers & that there is a price to doing business, however it seems like an unnecessary incurred cost & doesn’t seem like good business sense to simply have no protection if a buyer “just didn’t like an item” if offering free returns. Granted, hopefully this is not a frequent occurrence. 
It is my understanding by selecting to accept returns when listing that if the Buyer were to send an empty box, or the item is returned damaged, that a Seller has a little more leverage or hope of having a little more protection. Also, aside from a Seller apparently having a little more acceptance discretion when a Buyer wishes to return something and it is an item that is not listed with the ability to return, what differences are there between providing free returns & accepting returns whereby the Buyer pays for return shipping? 

[dirk12955]

I offer free returns as it supposedly gives you an uptick in search.

For me it's a no brainer.   I don't get returns so it's no sacrifice to offer.    I've had maybe 

10 returns in 22 years selling on eBay.

I understand some sellers have problems with this issue.    That should be your guide.    

Some sellers will simply refund the buyer and let him keep the item.   On cheap items that makes some sense 

to cut your losses.

As always,    Your mileage may vary.   

[mtgraves7984]

It is my understanding by selecting to accept returns when listing that if the Buyer were to send an empty box, or the item is returned damaged, that a Seller has a little more leverage or hope of having a little more protection.

@t*jack 

^^^ I can address this. As a TRS who offers 30-Day Returns (or better), you do have the ability to reduce the amount of the refund if your buyer returns a damaged/de-valued item. I have used this seller protection once, and it's simply a matter of pressing the toggle and reducing the amount of the refund. (Note: I can only assume  that this would hold on an empty box return, but haven't experienced that one.)

The differences in offering Free Returns vs. 30-Day (buyer pays) Returns is another matter. I don't cotton to 'Free Returns', but it works for many sellers. Hopefully, some who use Free Returns can address that issue... like @dirk12955 just did.

[monster-deals]

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I bled money like a stuck pig and would not suggest free returns even to my ex-wife.

[samanthasb0utique]

I offer free returns for any reason. I have figured out that doing this, buyers have a lot of confidence in what their buying, and if they don't like it, I dont have any problems paying for the return shipping. I found out that the very big possibility making a large profit on the item I have sold outweighs the possibility of losing a few bucks on a return. Also, when I get the item back, I just relist and sell it again and the second time around is always never a return. This makes every customer feel comfortable with you, it shows that you have full confidence in the item your selling, and you almost never have issues with a buyer because having an issue, just isn't worth your sanity or your time. It also shows that you have great business practice and more buyers will come to you and you will eventually have a loyal following. Repeat customers, those customers telling others about you, etc etc. It is a great domino effect. 

Now, if you have so many returns that the cost of return shipping eats too much into your profits, then it is time to reevaluate your business.

[dentalsales4u]

I offer free returns and have since it started.

Even if you don't offer free returns, the buyer will say something is wrong with the widget and you still have to pay for the return.

I charge a small amount for shipping, but still offer free returns.

I very seldom get them, and if I do and the product has been opened or damaged, I make a deduction in their refund.

[glasser · Accepted solution]

Have you ever returned something to a store because you got it home and it didn't fit, changed your mind, didn't like the way it looked, etc.?

If Amazon made you pay for returns would that be acceptable?

Put yourself in the buyers' shoes. They bought something online that when it arrived it didn't match their expectations. Now they have to pay return shipping. So, they are out money for an item they no longer ow, You get the item back and can resell.

Returns are the cost of doing business. They help build confidence in your buyers that they won't end up with something they don't want. Maybe they will feel more comfortable buying from you in the future.

[simply-the-best-for-you]

It depends on what you're selling.   One of these posters above sells very expensive handbags, which are highly counterfeited (not hers), so it's important in that case to do everything to help your buyer have confidence that you sell authentic, high quality items.   

If you sell paperclips or paper plates, not so much.   

Personally, as a clothing seller of nice, but not high end items (so my FB is enough to inspire confidence), no way am I doing free returns ever.  Also, if I take the time to put in measurements,  I'm not doing even regular returns.   I have tested buyer-pays returns at times & they have never seemed to increase my sales, so I will happily stay no returns, as long as Ebay lets me.  

Point is, it depends on what you're selling & other factors, like your FB, how long you've been selling, etc.  It's important to inspire confidence in your buyers but offering free returns is not the only way to do that. 

[samanthasb0utique]

I would agree with you, it does depend on what your selling. Not everyone can do it the way that I conduct business.

[simply-the-best-for-you]

Ok, I have to comment on 2 tropes I read here all the time: 

-if you don't accept returns, the buyer will just lie & say something is wrong with it/file a SNAD 

I think this is HIGHLY dependent on category & who your buyer is.   I have turned down numerous return requests over the years b/c I am no returns.   In all the those years,  I've had exactly 1 buyer do that.   I usually get replies that say something like 'oops, sorry, I didn't see the no returns' or 'sorry to bother to you'.  My buyers are generally very honest & this just has NEVER been a problem for me.   

-put yourself in the buyer's shoes, they don't like the color/measurements/changed their mind/whatever & now they have to pay return shipping, ouch.  

In my category, my buyer is used to having to pay return shipping if they don't like something.  Even prior to online sales, they are used to doing that from catalog purchases.   They've been doing it for decades, way before the internet ever existed.   This is not seen as unusual or painful to them at all.   Now maybe that's different in other categories, but even most (not all) online retailers, require the buyer to pay return shipping.   I know Ebay says that buyers expect free return shipping.  I have never found that to be true & I can only think of 1 company (though I'm sure there's a few more) that pays for return shipping.  Free return shipping is NOT a retail standard.  

[my_boston_baked_beans]

If you can afford offering*Free Returns*and feel comfortable that your buyers are not taking advantage of this than go for it.

I do not offer returns, and especially with my vintage/antique items this could be disastrous and expensive. If a buyer has a legitimate reason for a return; I am happy to consider that, but shipping back is at their expense.

As a very small seller, I have had to make these business decisions to keep my head above water.

Every seller has to evaluate what best works for them as there is no general rule of thumb.

[fern*wood]

I don't offer free returns, but do feel my 30 day return policy has saved me unnecessary not as described returns and the return postage costs.  I also like the limited seller protection that having a return policy as a top rated seller allows me to use.

[stacy_pme]

I select items that I do not mind offering free returns, and other items I do not offer it.  For larger, heavier, or as-is items, I do not offer any returns.  However, I do offer free returns on other items that are smaller therefore shipping is more inexpensive.  I do usually sell everything with the buyer paying for shipping to get to them, thus I very rarely offer free shipping.  I do list my detailed return requirements in all of my listings.  

[mod-designs4u]

IMO, offering Free Returns and/or Free Shipping would only be feasible for high volume sellers peddling small lightweight items. I charge my customers the actual shipping fee and I pay for the shipping materials and my time to safely package the item and take it to the Post Office (time and gas is money). I remember eBay several years ago trying to get all sellers to offer Free Returns and Free Shipping with the Top Rated Seller program with a minor shipping discount. For me, selling used obscure vintage items and fine art doesn't really have much competition so I never subscribed to this eBay sales pitch which includes added shipping cost, added time and personal hassle. I think that eBay had eventually recognized that there's not a "one size fits all" program for their sellers.

EBay offers a 100% money back guarantee if an item is misrepresented even if a seller doesn't accept returns so I disagree that the comments that offering Free Returns creates more buyer confidence (I've successfully purchased items before on eBay where the seller doesn't accept returns but has good Feedback). Supposedly, "buyers remorse" is against eBay policy but that statement fits the very definition of a "changed mind" excuse for returning an item. The reality is that online business transactions are not the same as a brick-and-mortar store transactions (the former involves more time involvement and shipping costs and the latter includes customers physically visiting your store and purchasing/returning items).

The good thing about eBay is that sellers can tinker with various options within the platform and adjust accordingly. I think that sellers who don't offer Free Returns have more eBay seller protection if and when you're dealing with a dishonest/fraudulent buyer (they're out there). If you're selling highly competitive goods perhaps offering Free Returns may be beneficial if you factor in the extra time and expense which correlates to your gross income.              

[stainlessenginecovers]

You sold 171 items past 90 days

B/M Stores have average 3% loss. 

How much is this costing you? 

Also note: TRS having 30 day returns (does NOT have to be free) can deduct up to 50% of the return for that 'box of rocks'.