Top Rated Seller 30 Day Free Returns?

[lemonsandapples]

Hi all... regular-ish reader, first time poster.

My question is for Top Rated Sellers that do, or have once, offered the free 30 Day Returns.

My new evaluation tomorrow is slated to qualify me for TRS for the first time. Is it worth it to offer free 30 day returns? Right now, I'm getting a 0-2% return rate, with many seemingly requesting a return as a way to ask for a few bucks off the product (and failing to actually follow through with the return when the return is approved but the discount is declined). I offer no returns now (except for those mandated by eBay). In the past six months, I've only had three items have return requests for non-mandated reasons (changed mind, etc), all which were denied without incident. Will that number spike if I offer 30 day free returns?

Have you seen substantially increased return rates when you began offering free 30 day returns --- or do you find that those who want to make returns will already do so by making a not as described claim? If so, is the percentage off your final value fees worth the increased returns? And, did you see a "boost" for sales by better rankings that offset any of the costs?

Finally, is this offering a better idea for items that are, say, less than a pound to ship? Or those that qualify for media mail? Rather than larger items that cost more to ship?

I sell mostly media items (books, CDs, DVDs), along with some collectibles. The few items I offer that are heavy (over 10 pounds) I sell locally and do not ship. Average sale is $25-30 (including shipping). Fees all-in --- Ebay listing, FV, and store fees; promotion rates; shipping costs; CC processing fees --- run ~30% in totality.

Thanks for any insight you can provide...

[orangehound]

I did an evaluation when free returns was first introduced.  My conclusion is that broadly speaking, the extra fee discount that comes with 30-day free returns will not offset the cost of returns - and you will lose money.   If saving money is your goal, then it is a bad business decision.  In addition, it did not help to increase the sales velocity on products, except for shoes - most buyers, I think, don't consider free-shipping in their purchase decisions EXCEPT for shoe buyers and many clothing buyers. (If I recall, eBay's own numbers suggest that whereas you get a substantial 30-35% boost in sales when you go from "no returns" to "30-day returns", you only increase about 5-10% in sales going from "30-day returns" to "30-day free returns").

However, being strategic with 30-day free returns can be a good business decision for items that involve (a) low returns, (b) low shipping prices (e.g., first class), and/or (c) high competition.

So, for example, I apply 30-day free shipping to sandals that are of the flip-flop style.  These typically don't have sizing issues (very low returns) and they can be shipped first class - I think I've had maybe one return, ever, and scores of sales.  

I would never have free 30-day free return shipping for items that weigh over 1 pound ...

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By the way, as a TRS, if you offer 30-day or longer BUYER PAID returns, then you are eligible for a new set of seller protections that actually have some teeth:

1. If a buyer returns an item in a deteriorated condition (not how you shipped it out), then you can deduct up to 50% of the refund price according to a table that eBay publishes.
2. If a buyer falsely uses the Money Back Guarantee, then you receive up to a $6 return shipping credit if you report the buyer for abusing the MBG.

[avantgardejunkyard]

Look at it this way you might as well offer the 30 day returns since thats Ebays policy anyway.  Get your top rated seller ribbon on your probucts. Yes you will have to offer free returns also. I am a top rated plus seller and have noticed no difference in the number of returns and I sell a lot of cloths and media. Personally i have never had a media item return. 

Think of it as a buyer, who would you buy from someone with no returns or someone with free 30 days returns. 

I hope this helps.

[luxgoods]

Awesome concise information very detailed Many Thanks for your time

[gwzcomps]

You don't have to offer 30 day free returns to get the protections.  You can do buyer pays 30-day returns.  I noticed no difference in the returns volume or reasons.  Regardless the buyer is going to open a false claim and you are going to be on the hook for shipping costs.