eBay feature requested: No option for "Replacement without return"!

[pro-tablet]

I encountered many cases where buyer wanted replacement because item arrived damaged, but I just wanted to ship replacement without paying postage for the buyer to ship back the zero-value damaged item.

Simply No such option available on eBay.

You may argue why not issue full refund and persuade buyer to place a new order? Well, I had so many such cases in the past to come to a conclusion: Buyer is less likely to reorder after they get refund.

(1) when buyers open request for replacement, if I issue full refund without requiring return, and then ask them to place new order, many of them will change mind and never buy again after they get the money back. However, if option for "Replacement without return" is available, once they choose this option initially and I agree to send replacement, they cannot change mind not to accept replacement.

(2) When buyers open request for return for refund rather than replacement , chances are when I inquire if they want replacement rather than full refund requested, many of them will agree they still want replacement without refund even though they requested for refund instead (on the contrary, if I ask them to reorder after issue full refund, most likely they won't buy from me again). In this case, most of the times I will send replacement (either accept the return or just leave it). Most buyers are honest. After they get the replacement and confirm it works, they won't return the damaged zero-value item to me (or escalate to eBay customer service if I have not accepted return) to get full refund while keep the 2nd item.  They will either keep the original return request open 45 days until it automatically closes without refund, or they can close it proactively.

---- This sounds good. But it adds chaos in stocking and refund/return management. If you are high-volume seller, you may mix up in the future if you don't record this unofficial replacement request. And, you still risk loss if buyer is dishonest and returns the damaged item to get refund while keeps the 2nd item. 

I think if eBay can officially bring this feature "No option for "Replacement without return", we seller can reduce returns and complete more sales to make more profit. eBay also benefits from more completed sales.

[bigdeals.etc]

OP,

I totally agree with you here. From my experience, buyer's will hardly re-buy after getting a full refund. As a high volume seller for many years, I've run across this problem many many many many times. I've made it routine to just message the buyer that I'll send a replacement free of charge and they can keep the original as a gift (if it is salvagable or able to just be worn around the house, or as a gift to someone else if I sent the wrong item).

So far I can't really think of anyone who actually did escalate to a case because I didn't "accept" their return. Yes it's added work into inventory management, but honestly inventory is hardly ever 100% correct... I'm happy if it's even at 90-95% correct. I always end up creating a "replacement list" for the week for these issues. Then removing from inventory as I pack/ship the items, then send the tracking number as another message within the returns detail. Usually that's enough to keep the buyer happy. I've never had a problem with ebay CS closing those returns for me as long as tracking shows delivered on the 2nd item.

But you are definitely right. A dedicated choice for that for sellers to choose would help. But then again, the "exchange" choice for buyers is fairly new. And tbh I'm not a fan of how it works.

[hafoster]

Unfortunately, eBay already has this feature:It is shown if you have a replacement as an option in your policy.

[femmefan1946]

The buyer wants a replacement.

You are willing to ship a replacement, without requiring a return.

Why does eBay have to be involved at all?

Why would the buyer have to place a new order?

1) when buyers open request for replacement, if I issue full refund without requiring return, and then ask them to place new order, many of them will change mind and never buy again after they get the money back.

Well, they got one item that didn't work. That tends too lose customers even if they are made whole.

Are most of your buyers repeats? Or are most sales one-offs?

With my books, I rarely have a repeat buyer.

With my discount postage packets, it's about 50/50.

There are 140 million transactions or more on eBay daily. Your buyers may be perfectly happy with the transaction (refund/replacement/or problem-free) but just never find you again. Or need your product again.

2) When buyers open request for return for refund rather than replacement...many of them will agree they still want replacement without refund

Then you replace without a refund and close the case, if one was even opened.

My concern is that there is a scam (mostly but not always from overseas sellers) where nothing is sent, and when the unhappy buyer complains, a replacement is promised.

But not sent.

Because the scammer doesn't actually have anything to sell.

He makes his profit on very low overhead (no need to have stock or spend money on mailing) and counts on the buyer:

• not knowing how to open a Dispute
• accepting his word that it takes a long time for surface mail to arrive
• a replacement has been sent.

The smarter buyers will demand a refund, but that's just a small business expense.

I'd forgotten you're moonlighting as a criminal mastermind now.- Shepherd Derrial Book.

[pro-tablet]

hafoster: Did you check careful what I am talking about?

Under current procedures, once buyer chooses replacement option, seller HAS TO PROVIDE SHIPPING LABEL even seller does NOT want the item back at all (in case first item arrived damaged and turned to carry zero value). After seller is forced to provide shipping label, buyer HAS TO SHIP BACK THE 1ST ITEM if seller has really shipped the replacement. I got many cases in the past where I instructed my buyer not to ship back, rather, keep the 1st damaged item. However after the buyers get the replacement if they don't ship back the 1st original one in time, THEY GET CHARGED FOR THE REPLACEMENT LATER ON BY EBAY/PAYPAL.  The full price plus shipping will be sent to seller's paypal account by eBay without any paypal fees. This repayment is not refundable. In this case I had to refund the buyer's original payment, not the second repayment by eBay/PayPal. The final result is I have paid eBay seller fees while have avoided paypal fees. Thus PayPal loses profit in such scenario.

I see no reason why eBay should not bring this feature for a win-win outcome.

[pro-tablet]

femmefan1946:

Question: You are willing to ship a replacement, without requiring a return. Why does eBay have to be involved at all?

Answer: So why does eBay have to be involved in the whole return/replacement process at all? If you are going to be involved in something, why not do it better to satisfy both sellers and buyers?

Question: Why would the buyer have to place a new order?

Answer: Nobody can force buyer to buy from him. However seller has the right to make a second offer.  It's up to the buyer if accept or not. Some buyers are willing to change mind from return for full refund to replacement (especially when seller offers discount for the new order)

Depending on what you sell, your seller's reputation, price, discount, service promised, etc... , buyer may turn to place a new order with seller even there is issue with the first order. Why eliminate this opportunity completely? There are other competitive selling platforms out there. Buyer may leave eBay to buy elsewhere so eBay makes less profit.

Thus I see no reason why eBay should not bring this feature for a win-win outcome.

[femmefan1946]

once buyer chooses replacement option, seller HAS TO PROVIDE SHIPPING LABEL even seller does NOT want the item back at all

No.

It is not uncommon for a seller to accept the buyer's photograph of the damaged item (eg a broken vase) rather than requiring a box of shards be shipped back.

Buyer- I want a replacement.

Seller- Here is your replacement.

EBay- So everybody is happy? We will close the case.

And really, since the buyer and seller are both content, there is no reason for eBay-- which is just the advertising venue -- to be involved at all.

Save Disputes and Claims for transactions where the buyer and seller cannot find agreement.

[audioarchive]

I just did two on this account and there was a box to check that said the buyer doesn't have to send back the original. Here it shows in the details:

[pro-tablet]

femmefan1946: Let me be more accurate: "once buyer chooses replacement option, if seller really wants to send replacement, seller HAS TO PROVIDE SHIPPING LABEL even seller does NOT want the item back at all"  --- that is: whenever a replacement request from buyer arrives, after seller checks or clicks the option "agree to send replacement",  seller is stuck to a step for providing return label. There is NO way to get around this step. If seller does not provide such return label, buyer can escalate it to eBay customer service several days later. Currently there is NO WAY FOR SELLER TO OFFICIALLY GIVE UP THE RIGHT TO GET THE 1ST ITEM BACK (What a stupid software or logic design!). Yes, seller can still create another shipping label for shipping replacement. But this label/tracking number will not be associated with this replacement request or counted as a valid replacement shipping until you call customer service to notify them. Only when you either have eBay to create return label (won't actually be created until buyer clicks "Print Label") or upload your own pre-paid label, you can go ahead to next step to OFFICIALLY CREATE REPLACEMENT SHIPPING LABEL that will  be recorded in and associated with this replacement request and counted as a valid replacement shipping. After replacement is delivered, as I said before, if buyer does not use the label or enter own tracking to prove 1st item is sent back, in the future buyer will be charged again for full price + shipping for the replacement. 

Don't seek excuse for current stupid design any more! This is an obvious missing feature that needs to be added. Hope eBay developers can see this message.

Make sure you walk through these steps in person or you will never know what I am talking about.

[pro-tablet]

I'm pretty sure I was not offered such option to have buyer to keep original one. Maybe their software is still in B testing process not available to all requests/accounts, or not stable with bug.

[audioarchive]

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@pro-tablet wrote:

I'm pretty sure I was not offered such option to have buyer to keep original one. Maybe their software is still in B testing process not available to all requests/accounts, or not stable with bug.

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It's a check box that you check when you send the offer for the replacement. It's there, not a beta test, you may just not have noticed it.

[pro-tablet]

I remember I did see in the past occasionally  "It's a check box that you check when you send the offer for the replacement. It's there, not a beta test, you may just not have noticed it." However, most of the times, even recently I was/am offered no such choice at all. There is no hint when this kind of offer is available. And this seems to have nothing to do with buyer's choice, rather, it's a pure technical issue. It's random..