Uptick in returns sending back wrong items plus why do I have to pay return shipping?

[usedanything223]

I have seen a pretty massive uptick in returns over the course of the last 6 months. I had zero returns before then. These returns are from accounts with no rating or only a handful of ratings.  I usually offer free shipping. When they want to return it ebay makes me pay the return shipping as well. I don't get why that is? Also I have had people return stuff that wasnt the item I sent them. Its the exact model but it will have a broken button or a dent or scratch or be damaged. Ebay does nothing about this. It has gotten to the point where Im going to have to stop selling on here. My account might say 2017. But I have helped my Dad since 1999.

Why is there literally no seller protection? 

[katzrul15]

---

@usedanything223 wrote:

I have seen a pretty massive uptick in returns over the course of the last 6 months. I had zero returns before then. These returns are from accounts with no rating or only a handful of ratings.  I usually offer free shipping. When they want to return it ebay makes me pay the return shipping as well. I don't get why that is? Also I have had people return stuff that wasnt the item I sent them. Its the exact model but it will have a broken button or a dent or scratch or be damaged. Ebay does nothing about this. It has gotten to the point where Im going to have to stop selling on here. My account might say 2017. But I have helped my Dad since 1999.

Why is there literally no seller protection? 

---

Our returns have stayed low and typically, have not been an issue.

Be sure to report these Buyers and BBL as well.

[caldreamer]

Because you don't allow returns...this forces customers to lie and claim "not as described, defective, counterfeit" which is covered by EBAY Money Back Guarantee.   You are forced to refund (purchase price + shipping BOTH ways). 

Better to "allow" returns because if reason is "buyers remorse" (customer is responsible for return shipping).    I would also get rid of "free shipping" because when customer returns item "you" have to eat that cost.    Better to show (purchase price $10 + shipping $5) then you only have to refund $10 (if "buyers remorse" claim).

[frugality_inc]

Because eBay doesn't care. Sure you can use the 50% refund or in some rare cases get eBay to cover you.

Charge an inconvenience fee on your items to cover this type of stuff. Make everyone pay for it.

[soh.maryl]

You didn't mention the reason those buyers are using for their returns.  If a buyer claims an item is not as described, yes, the seller is required to send that buyer a prepaid return label and to refund in full when the item in question is received back by the seller.  Pretty sure that's clearly explained some place in the seller information area.  

[mtgraves7984]

---

@frugality_inc wrote:

Because eBay doesn't care. Sure you can use the 50% refund or in some rare cases get eBay to cover you.

Charge an inconvenience fee on your items to cover this type of stuff. Make everyone pay for it.

---

@frugality_inc 

Some of this is bad information for @usedanything223. To be allowed to reduce the amount of a refund, the seller must be TRS with 30-Day (or better) Returns or offer Free Returns. The OP does not have TRS and uses a No Returns policy.

Also, there is no "inconvenience fee"... but it's true that the OP can include a Handling Fee while pricing items. 🙌

[zamo-zuan]

We have also noticed an increase of this.

Another strange but similar issue... I've seen a number of people offering returns to us literally using a box sent from another seller. Some of them just put our return shipping label on top of the existing one (from the other seller). Or others attempt to tear it off.

One example, they got items shipped from another seller to them, and tore off only PART of the packing slip. We were still able to see which seller it was, as well as the list of items contained in the box. Sure enough, they returned THOSE items to us. Which made what happened obvious to eBay at least - because there's no way we could have possibly known this buyer purchased from this other seller & the exact items he'd purchased.

But these sellers also seem very argumentative/problematic. In the last example, they had argued with us that we had "gave them the wrong shipping label for the box and they had to pay extra" - when we sent a Medium box label and they returned it in the random brown box they got from the other seller. And blamed US for sending the box.

I would think maybe it was an honest mistake, if they didn't stick to their guns afterwards, as well as having it happen with other sellers in the same week.

So I think it's quite likely that there's a new scam going around. Too many of these same cases happening for it to be a coincidence (when this didn't happen in the past).

[replacementradios]

While I think that advice might help the OP ( @usedanything223 ) in some cases, I don't think it will solve the problem overall. I say that because I actually came to the Community board today to see if others were reporting an increase in return requests for the wrong reason. Low and behold, the first post in the Selling section is on that very issue...

Unlike the OP, we allow returns on the vast majority of our items and have seen an 'uptick' in returns, even for those items... But the buyers still have the the wrong reason selected, even though they are not 'required' to, simply to get a return exception.

We are guessing that, in these troubled economic times, buyers do not want to 'eat' any costs. Even those that should rightfully be theirs to bear. (Shipping, for something Ordered By Mistake.) Better to pass them on to someone else. Anyone else... So they select "Wrong Item Sent" or "Doesn't Work Or Defective", even though they often admit in the case, or subsequently in an eBay message (after we reach out to try and trouble-shoot), that they have simply purchased the wrong thing. 

Sometimes the buyer closes the return (and we then handle it manually through Messages) after we point out that returns with the wrong reason affect our metrics, etc. (And that they would appreciate the same courtesy if the roles were reversed.) But here's the kicker... eBay still counts those return requests as defects, closed or not. (For buyer closures and for eBay closures when the item is never actually returned.) So that merely adds insult to injury.

Simply put, eBay is incentivized to turn somewhat of a blind eye to this. 'Bad' metrics for sellers means no discount on fees. Which means more money for eBay. An eBay rep would likely never say that out loud or in a message, but let's be honest here: eBay could follow the lead of AMZ and protect their sellers a little more by allowing buyers to change their return reason after opening a return case. They could then proactively remove the defect created by the incorrect initial reason. Heavy emphasis on could, because I doubt it will happen any time soon. (Although we have specifically asked for that enhancement multiple times. Maybe others should start asking too...)

[reallynicestamps]

I say that because I actually came to the Community board today to see if others were reporting an increase in return requests for the wrong reason. Low and behold, the first post in the Selling section is on that very issue...

The first case of a return for wrong reason was reported in October 1995.

But here's the kicker... eBay still counts those return requests as defects, closed or not. (For buyer closures and for eBay closures when the item is never actually returned.)

I agree. This is a very unfair policy. It penalizes the seller who actually satisfies the customer.

And possibly overlooked, eBay does have costs for processing these cases. If they encourage buyers to file Claims  instead of discussing the problem with the seller, they are making excess costs for themselves.

This does not apply to real problems solved by calm adult decisions between buyer and seller, but to sketchey claims of NAD  or those where the seller cannot tell the difference between "return" and "refund".

[simba6]

Hey, what better way to get free stuff.  Really saves money when shopping, not like clipping coupons.

Return fraud is a real problem.   The eBay buyer protection has gone a bit too far in favor of the buyer.

[usedanything223]

Im not sure why everyone is saying I don't allow returns. I do allow them.  Im not sure how this got changed or where it's even at to change it. The items I sell if there is a problem with it I list that problem and take pictures of it. For example my latest return is a guy saying a button didn't work on a commercial product.  I know it did because I personally used it but upgraded. I get the item back and it isn't even the product I shipped.  Buyer had zero feedback.  Another one. I sold a commercial resturant wall flytrap. Buyer had 2 ratings. I added in a special light bulb for free. Light bulb was broken in transit.  So the buyer opened a return and only returned the lightbulb broken in a grocery bag but not the unit. I added the bulb for free.  I explained that in a message before I shipped, that I was throwing it in for free since it was my last one. Another seller disputed buying a card I sent with free overnight shipping since it was so expensive.  They as well had just a few ratings. These are just a few examples of what has happened.

Also on another return I bought the prepaid label so the buyer could return item. They charged me. But somehow there was an "error" and buyer couldn't get it or load or Im still not sure what happened.  I called ebay. They were supposed to extend the time to figure out what happened after the call. Instead the next day they closed the case and let buyer keep an expensive item. It has been crazy for me. 

How do I change it so it will say I accept returns? I apologize but I don't understand some of what was said. What is TRS?

[ladyindecadence]

How about making it that the buyer must send you a message through ebay and you have 24 hours to respond before they can open a return request.  I'd think 60 percent of returns could be resolved with a bit of communication between buyer and seller.

[fashunu4eeuh]

In sales, returns are an expected part of the retail landscape. Shrinkage, too. It is best to have a business plan to deal with them both, whether a hobby seller or a full-timer.

eBay is a buyer-centric platform where the sales dollars become the most important element. Like just about any business, eBay protects its interests first and foremost, including the sources of its profits—buyers. Sellers, on the other hand, are considered a dime a dozen. Recognizing this, as sellers, we must protect our own interests and not expect it from eBay.

(That said, it’d be wrong not to mention there are some seller protections built into the process. Savvy sellers use these tools available to them, including Buyer Requirements, tracking for delivery confirmation (for Item Not Received cases), the blocked buyer list, Immediate Payment Required designation and global shipping exclusions.)

But to best combat seller issues, being informed about eBay policies and procedures is critical. Without that knowledge, sellers are at a grave disadvantage. Sellers need to know at least as much as the scammers do about how eBay works, especially with the Money Back Guarantee.

[rugerskick]

Ebay seriously cares very little about buyer fraud.

[gamersbaystore]

Returns are definitely on the rise for me as well this year. Its because people are broke. This always happens when people are tight with money. And of course they always lie about the reason for the return, then ebay punishes the seller for it.

As for the buyers scamming you on returns, report them!

ebay seriously needs to do away with this 30 day return crap. The buyers have turned this platform into a rental service.

I don't have these issues on Mercari. Buyers have to open a dispute there within 3 days of delivery, no exceptions. The platform also decides whether or not to accept a return at all, and remorse returns are denied. They make the buyer upload pictures and prove what the issue is.

On Mercari all sales are final! On ebay all sales are subject to returns for any ridiculous excuse the buyer can think up.