09-12-2024 03:00 PM
Had a buyer last night submit a return request for an item because it didn't fit, claiming it was way too big for them. Which would totally be understandable...if I didn't provide measurements in the description, I know a lot of sellers don't but I always do. Sounded like they bought purely based on size as they were confused why it didn't fit when pants in that size usually do. Taking a few minutes to read descriptions and think twice before purchasing would save a lot of people a lot of time and money, buyers and sellers both. Problem is, anyone that buys on the app isn't seeing these descriptions easily anymore, they're easily hidden. Unless it's an AI description, I see those easily.
With the amount of returns I've had lately because something "doesn't fit" or "ordered by mistake", I'd be going broke if I offered to pay for return shipping.
Adding in the counter offer acceptance glitch popping up every 5 seconds for the past I think 2 weeks now, other random glitches that seem to pop up out of nowhere, like the promotional listings percentage, and the new layout of the site that makes me click several places just to see all the same info that used to be together on the main sellers page, I can't help but wonder what the heck are those in charge of all these new changes thinking? eBay has a bigger buyer market, but other marketplaces don't have all these issues and I can't understand how eBay isn't fixing these issues and keep letting more of them pile up.
09-12-2024 03:07 PM
As far as the returns go that's Ebay policy. The buyer is allowed to return especially with something "Not as described." When you are dealing with size things tend to be off a lot on a buyers end and you land up dealing with returns even though in your mind as a seller it's correct. Basically if it doesn't fit they can return. It comes down to you if Ebay is worth it selling stuff like clothes.
As far as the glitch yes Ebay has a lot of glitch. What you are talking about has received a ton of complaints and has threads created about it. All we can do is wait until they fix it.
09-12-2024 03:10 PM
I'm one of those guys who buys strictly by the size.
You could provide every measurement in the book and it would mean nothing to me.
I'm a size XL and that's what I buy.
If you're getting a overwhelming number of remorse returns, have you considered not accepting them?
09-12-2024 03:19 PM
Clothing has about the highest return rate of any item sold in the ecommerce marketplace. Some data suggest it is about 30% or better. Clothing is one item I would never buy on the internet simply because there are so many size variations between the different brands and even within brands. I prefer to go to a B&M store where I can try on items before I make the purchase. What is large in one store is not large in another.
I will totally agree with you on some of the latest changes. While I expect change I expect it to be for the better and some of the recent eBay changes have been far from that.
09-12-2024 03:28 PM
I suppose my concern is with how frequent people want to return something that has nothing to do with something I did (NAD) that I'll end up with someone mad because with my policy, they have to pay for it. If people don't read descriptions, maybe they won't read policies properly either. I only fairly recently started allowing returns, I heard lots of people say they get returns here or there but it's not frequent and your sales go up, so I was surprised at the several I've gotten in the past couple of weeks. 😅 One was on me though, I had a feeling they'd give me trouble from messages to me and I sold to them anyway. I think easier description availability would reduce them at least.
@inhawaiiReally? Unfortunately I can't do that and have to know specifics when it comes to clothes for myself. When I did that nothing ever fit right, even from the same brand.
I actually used to have no returns accepted up until maybe a month ago, but I felt like people were hesitant to buy from me and have been advised by many to allow them. Having a remorse return here or there is to be expected, but it's gotten a bit out of hand. Maybe after this I won't have one for awhile, this having been just a fluke or something.
09-12-2024 03:41 PM
Clothing online also is the most saturated, particularly women's clothing, definitely a tricky market to sell in, that's true. I definitely prefer to try things on in a store as well, but the brands I wear are expensive in-store but really not expensive at all online/pre-owned, unless something special. My thrift store state-wide has closed all dressing rooms so the only way I can ever tell for sure with anything I buy for myself now is through measurements and thankfully haven't had to return anything both online or in a store unless there turned out to be something wrong with it.
I also think it's not just the changes themselves, it's the frequency of the changes. There's been quite a few in a short amount of time, and some really big ones too like the layout update. Big changes usually need some time to work out issues that arise or see what works/what doesn't and fix them, not adding more to it with other changes at the same time. I suppose that's why I'm so surprised, especially with how long it seems to take for them to fix what's broken.
09-12-2024 03:46 PM - edited 09-12-2024 03:46 PM
I suppose my concern is with how frequent people want to return something that has nothing to do with something I did (NAD) that I'll end up with someone mad because with my policy, they have to pay for it. If people don't read descriptions, maybe they won't read policies properly either. I only fairly recently started allowing returns, I heard lots of people say they get returns here or there but it's not frequent and your sales go up, so I was surprised at the several I've gotten in the past couple of weeks.
Your return policy means nothing in the face of a NAD and most buyers already know that. Not accepting returns only applies in the case of a remorse return and it does NOT translate to no refunds. With NAD the buyer also does NOT pay to return an item you have the option of either issuing a return shipping label or denying the return in which case all the buyer has to do is request eBay to step in, they will fully refund the buyer, still charge you the FVF's, allow the buyer to keep the item and ding your account. You may want to review the terms and conditions of the eBay money back guarantee.
09-12-2024 03:54 PM - edited 09-12-2024 05:54 PM
I, like you, did not allow returns at first. I sell mostly clothing.
Then when 2 returns came through as NAD, I was forced to pay to ship them back even though the buyer said the reason was that they didn't fit. I literally lost out on shipping both ways on these and was out of pocket over $40.
I then changed my listings to accept returns with buyer paying ALL shipping fees and only refunding the purchase price. I still get some returns, and it's annoying, however, as long as I'm not losing money on them, it's ok. In fact, on many of them, I still make a few dollars because they were charged regular USPS rates and I saved a bit by using the ebay shipping label.
People are always going to see something online and then think it's going to fit a certain way, but that doesn't always work out, even with the measurements shown.
09-12-2024 04:09 PM
Your listings are not up to snuff in regards to measurements in the listings
I looked at two of your recently sold listings and each one had a presentation problem that could lead to this exact issue
1 - "Measurements are approximate."
What measurements? Oh there they are (sort of) a measuring tape in the fourth and fifth gallery images
2 - "The long sleeve sweatshirt is available in women's size large and has a chest size that can be seen in the picture." (comes near the end of your text description), Another where one has to hunt down to the 7th & 8th image that isn't even shown in the sidebar, I also had to zoom the image to be able to read the tape measure numbers, bad enough on a desktop, really bad on a phone.
Is there some reason you don't provide the measurements that you obviously have in the actual description where it's easy for buyers to find?
09-12-2024 05:07 PM
Right, I'm saying my concern is with the remorse returns, not the NAD returns (which is why I said "nothing to do with something I did (NAD)". Which, even if a buyer does put that as a reason, if you contact eBay they can still do something about it if the NAD is false. I've had that happen multiple times where they've helped me, but I also know it doesn't always work out that way.
I have it at "buyer pays return shipping" so buyer has to pay for return shipping for any reason other than NAD, and with the frequent returns I've been getting that are remorse returns, my concern lies with someone who may get upset who does not read that it's buyer pays return shipping and demands it of me. People do not read and comprehend well these days and get all riled up over things that they wouldn't if they did read carefully. Hence my concern doing something new and having frequent remorse returns.
I know full well how NAD returns work and who has to cover them, I've been selling and buying here for years to know how that goes, just new to accepting returns in some capacity. My concerns have nothing to do with that.
09-12-2024 05:38 PM
Measurements are approximate. Because people measure from different places or do not stretch the item out properly, particularly in shirts or sweatshirts, so there's more give to it than there appears. That's why you can receive items where the listing said they're a certain measurement, but when you have it in your hands it's bigger or longer. That measurement wouldn't do much good if it's not properly done, would it? It's still wrong. That opens you up to a NAD case easier and I try to avoid that, so I prefer showing my buyers measurements rather than telling them, though I tell them too. Not everybody is skilled in knowing exactly how it's done, that's why images of measurements are important, they give you a good idea of what something measures, even if someone doesn't do it properly, you have a way to estimate it's proper measurement. I almost always list my measurements in my description, which sometimes also consists of an AI description that you pointed out in your 2nd point, as I'm testing that out, now that it seems AI helps description be seen easier on the app, I've only tested it with some of my items though. Or I'll have the measurements be in the condition box along with photos, and if I don't list them anywhere, I ask them to refer to images for measurements.
I've seen successful sellers use at least one of these methods, and it works well for them, I'm figuring out what works best for me, especially as I make new changes. These glitches and problems with the site have been making that harder though. I don't do up close photos of only the end of a measurement because I want the buyers to know exactly where I'm measuring from start to end. I've never had issues zooming in and seeing photos on either a computer or phone, even on longer measurements like inseam of jeans, on my own listings or someone elses. Measurements being last in the photos of my lists... people should be looking at all photos anyway, that's why marketplaces encourage as many photos as possible and relevant to know what you're getting, and I'm not talking about flaws, but someone might see something as part of a print they don't like that they wouldn't know if they didn't look at any photos but the first one or two. You said the photos aren't showing in the sidebar? That sounds like another problem with eBay not working properly if images aren't loading. Or maybe it was an older listing where I just had measurements listed before I took photos. I've said a couple of times already, but testing different ways out to see what works best, but always making sure measurements are somewhere in my listing.
09-13-2024 07:12 AM
I have been unhappy with clothes purchased on ebay, but I don't bother to return them. There are many reasons to not like clothes besides fit. Often arm and neck openings are too large and revealing. Then sometimes the fabric is scratchy. I have decided best thing for me is to shop locally.
09-13-2024 07:22 AM
Measurements are almost meaningless on anything other than pants and T-shirts, and even then, one’s personal geometry comes into
play.
09-13-2024 08:21 AM
You really only by size and don't ask for dims? I don't believe that.
Nike XL
Champion XL
Adidas XL
Columbia XL
Aeropostale XL
Levis XL
Wolverine XL
and so on!
All brands have different measurements and fit differently.
Nike is still stuck in the 1970's on size of their clothing and shoes!
09-13-2024 11:10 AM
@toujoursladybug wrote:Measurements are approximate. Because people measure from different places or do not stretch the item out properly, particularly in shirts or sweatshirts, so there's more give to it than there appears. That's why you can receive items where the listing said they're a certain measurement, but when you have it in your hands it's bigger or longer. That measurement wouldn't do much good if it's not properly done, would it? It's still wrong. That opens you up to a NAD case easier and I try to avoid that, so I prefer showing my buyers measurements rather than telling them, though I tell them too. Not everybody is skilled in knowing exactly how it's done, that's why images of measurements are important, they give you a good idea of what something measures, even if someone doesn't do it properly, you have a way to estimate it's proper measurement. I almost always list my measurements in my description, which sometimes also consists of an AI description that you pointed out in your 2nd point, as I'm testing that out, now that it seems AI helps description be seen easier on the app, I've only tested it with some of my items though. Or I'll have the measurements be in the condition box along with photos, and if I don't list them anywhere, I ask them to refer to images for measurements.
I've seen successful sellers use at least one of these methods, and it works well for them, I'm figuring out what works best for me, especially as I make new changes. These glitches and problems with the site have been making that harder though. I don't do up close photos of only the end of a measurement because I want the buyers to know exactly where I'm measuring from start to end. I've never had issues zooming in and seeing photos on either a computer or phone, even on longer measurements like inseam of jeans, on my own listings or someone elses. Measurements being last in the photos of my lists... people should be looking at all photos anyway, that's why marketplaces encourage as many photos as possible and relevant to know what you're getting, and I'm not talking about flaws, but someone might see something as part of a print they don't like that they wouldn't know if they didn't look at any photos but the first one or two. You said the photos aren't showing in the sidebar? That sounds like another problem with eBay not working properly if images aren't loading. Or maybe it was an older listing where I just had measurements listed before I took photos. I've said a couple of times already, but testing different ways out to see what works best, but always making sure measurements are somewhere in my listing.
You entirely missed my point!
You stated that you don't understand why a buyer complains about a size when you include measurements.
I'm telling you that you are making buyers hunt for your included measurements when they should be upfront and obvious, "somewhere in your listing" isn't good enough.