New Return Policy & Buyer Remorse returns. Who pays for shipping?

[imapaqrat]

Hello,

The New Return Policy & Buyer Remorse returns. Who pays for shipping?

I've spent a lot of time trying to find the answer to that question.  I even called ECS and talked to a return specialist. Guess what, after 45 minutes, they couldn't find the answer to that question either.  She kept trying to distracted me by reading the New Policy guidelines, which I'd already done; but she was never able to answer my one basic question.

This seems like an important question and one the EVERY Seller would like to know.  Not that we will have a choice, but at least we will know more than we do now.

Can somebody from eBay please answer that one question: {I don't need answers regarding anything else about the new return policy coming in June just this}  If a buyer just changes their mind and wants to return an item (Buyer Remorse), who pays for the return shipping?

Better yet, if you could include a link on an eBay page that documents the answer to that question.

Thanks in advance for the answer.

Sincerely,
Bruce "ImaPaqRat" Fisher
Remember: People don't stop playing because they grow old; they grow old because they stop playing! So, NEVER STOP PLAYING!

[missjen831]

What new return policy are you talking about?

There isn’t really a new policy per-se, just new options. For remorse returns, YOU the seller decides who pays for return shipping. You can offer no returns, 30 day returns with the buyer paying for return shipping or 30 day returns with free return shipping. Some categories can still have a 14 day policy. 

[imapaqrat]

I just received an call back from the ECS I was talking with early. 

What she said sent chills down my spine.  She said that my question hasn't actually been defined yet, but I have nothing to worry about.

Really?  REALLY?  The new return policy roles out in two weeks and a basic, but critical concern to EVERY SELLER has not been defined yet?

I asked if that concerns her at all that we are two weeks away from policy rollout and a key question still hasn't been defined?

Her response: You have my word, Mr. Fisher, there is absolutely nothing to worry about.

This is what was going through my head.  {From Fantastic Beasts and Where to Find Them}

eBay Customer Service: Now there's absolutely nothing for you to worry about.

ImaPaqRat: Tell me, has anyone ever believed you when you told them not to worry?

eBay Customer Service: Well, eBay's philosophy is that worrying means you suffer twice.

PLEASE HELP OUT ALL SELLERS:

 1.) Every Seller call eBay customer service and ask the same question.

 2.) Contact every eBay seller you know and ask them to do the same.

2 weeks away and they haven't defined who will pay for shipping on Buyer Remorse return.  I just have a hard time believing that.

[imapaqrat]

Yes there is a new return policy rolling out June 1st, maybe it is this month, that may not be defined yet either. {Starting in May 2018, we will streamline our returns policy options.}

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

You should take a few minutes and review it: Starting in May 2018, we will streamline our returns policy options. Buyers' expectations are continuously evolving and we strive to deliver a returns experience that is consistent and competitive with the changing marketplace. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. We recommend that you begin changing your returns policies now.

Highlights: {Or low-lights if you are a seller}
☼ We're reducing the number of returns policies options.
☼ 30 day is the shortest return window allowed.

[green-night]

I'm not seeing the confusion.  It is pretty straight forward in terms of the way you can set up your return policy. 

If you want to charge buyers return shipping for remorse returns, you can.   Why else would the update indicate "buyer paid returns"? 

[missjen831]

---

@imapaqrat wrote:
Yes there is a new return policy rolling out June 1st, maybe it is this month, that may not be defined yet either. {Starting in May 2018, we will streamline our returns policy options.}

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

You should take a few minutes and review it: Starting in May 2018, we will streamline our returns policy options. Buyers' expectations are continuously evolving and we strive to deliver a returns experience that is consistent and competitive with the changing marketplace. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. We recommend that you begin changing your returns policies now.

Highlights: {Or low-lights if you are a seller}
☼ We're reducing the number of returns policies options.
☼ 30 day is the shortest return window allowed.

---

I don’t see that as an actual new return policy. They are really just making changings to the way return polices are set up. You still get to choose who pays for return shipping. While it is my own personal belief that the groundwork for sitewide free returns is being laid out, at this point they are just adding (and eliminating some) return policy options. Like restocking fees are being eliminated but if you offer free returns you can issue a partial refund if the item is returned in a different condition.  No more 14 day return policies except a handful of categories. You still get to choose who pays for return shipping, and you can still have a no returns policy 🙂

[labs118]

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@imapaqrat wrote:
Yes there is a new return policy rolling out June 1st, maybe it is this month, that may not be defined yet either. {Starting in May 2018, we will streamline our returns policy options.}

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

You should take a few minutes and review it: Starting in May 2018, we will streamline our returns policy options. Buyers' expectations are continuously evolving and we strive to deliver a returns experience that is consistent and competitive with the changing marketplace. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. We recommend that you begin changing your returns policies now.

Highlights: {Or low-lights if you are a seller}
☼ We're reducing the number of returns policies options.
☼ 30 day is the shortest return window allowed.

---

Here are your options

The five return policy options will be:

• No returns accepted
• 30-day buyer-paid returns
• 30-day free returns
• 60-day buyer-paid returns
• 60-day free returns

Restocking fees will no longer be a return option.

Free returns means free returns including buyers remorse if that is what you decide to do.

I am staying with 30 day returns buyer pays (remorse) .
I will lose my 10% TRS+ discount for not taking free returns but I don't save enough on the discount to foot the bill for someone returning clothes that don't fit.
I am sure there are many sellers that would get little to no remorse returns but I get them with clothing & shoes 

The 2018 Spring Seller Update board was opened and these questions had been answered
Here it is answered post # 2
 
https://community.ebay.com/t5/Simplified-Returns/Free-Returns-Greatly-Angered/m-p/28175409#M221

Hoping to add a few points of clarification,

• There is no general requirement that you must offer free returns to sell on eBay.
• A 30-day free return policy is required only to receive Top Rated Plus discount and seal benefits.  For items listed in the Collectibles & Art categories, there is an exception, which is that 14-day free returns are required to receive the discount.  Even within Top Rated Plus, you can pick and choose those items where a free return may be right to gain a competitive advantage.  

Ultimately, if offering free returns is not right for your business, then you can choose to continue to offer buyer paid returns as you do today.

Thanks,

Mikka

[magicguynet]

unless you are drop shipping **bleep** from China, who's buisness model is built around "loaning" your stuff out for 30 days? when do they put in place a 100% restocking fee for "rental" sales?  It's like buyers are putting down a fully refundable deposit for borrowing something for a month.

[green-night]

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@magicguynet wrote:

unless you are drop shipping **bleep** from China, who's buisness model is built around "loaning" your stuff out for 30 days? when do they put in place a 100% restocking fee for "rental" sales?  It's like buyers are putting down a fully refundable deposit for borrowing something for a month.

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What does this mean? 

[imapaqrat]

So far there has been no reply from an eBay Rep and since an eBay Employee that works in the eBay Customer Support, Returns department was unable to find the answer and told me outright that the Buyer Remorse question is undefined; it is still disconcerting.

How am I suppose to make businss decisions if eBay can't even define their return parameters?  I appreciate the replys from other sellers; but I want to here it from eBay.

"There isn’t really a new policy per-se, just new options." = NEW POLICY.  The Old Policy is changing

"I don’t see that as an actual new return policy. They are really just making changings to the way return polices are set up." = NEW POLICY.  The Old Policy is changing

The Policy is changing . . . call it what you want.  Changing, New Option, or New Policy.  The "Change / Option / New Policy" impacts sellers.  2 weeks before rollout ECS is saying that not everything is defined.

Also, wouldn't it be nice if you could request a copy of the digital recording eBay makes of every call we make to Customer Service?  It would be simple to make that an option, but eBay doesn't want sellers to have proof of conversations they've had with ECS. {Yes, that is another Rant.}

[portersewing_43]

@imapaqrat wrote:
Yes there is a new return policy rolling out June 1st, maybe it is this month, that may not be defined yet either. {Starting in May 2018, we will streamline our returns policy options.}

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html

You should take a few minutes and review it: Starting in May 2018, we will streamline our returns policy options. Buyers' expectations are continuously evolving and we strive to deliver a returns experience that is consistent and competitive with the changing marketplace. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. We recommend that you begin changing your returns policies now.

Highlights: {Or low-lights if you are a seller}
☼ We're reducing the number of returns policies options.
☼ 30 day is the shortest return window allowed.

---

The answer you are looking for is in the FAQ's on the link you provided:

Can I still choose to not accept returns?

You are not required to accept returns for "change of mind" (or remorse). However, we encourage you to consider accepting remorse returns as part of your business practice. Returns are a regular occurrence in retail and commerce. They're also a major consideration for buyers when they choose where to purchase online.

A generous returns policy is important to buyers and helps increase their trust in you as a seller.

And from the main body of the article:
For example, you can choose to offer free returns domestically, and in the same listing, offer paid returns to international buyers.

--Having the option to offer free returns, leaves you with the choice to offer paid returns, so you will still have the option to accept or deny remorse returns, and the option to offer those returns with free or paid shipping.

[labs118]

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@imapaqrat wrote:

So far there has been no reply from an eBay Rep and since an eBay Employee that works in the eBay Customer Support, Returns department was unable to find the answer and told me outright that the Buyer Remorse question is undefined; it is still disconcerting.

How am I suppose to make businss decisions if eBay can't even define their return parameters?  I appreciate the replys from other sellers; but I want to here it from eBay.

"There isn’t really a new policy per-se, just new options." = NEW POLICY.  The Old Policy is changing

"I don’t see that as an actual new return policy. They are really just making changings to the way return polices are set up." = NEW POLICY.  The Old Policy is changing

The Policy is changing . . . call it what you want.  Changing, New Option, or New Policy.  The "Change / Option / New Policy" impacts sellers.  2 weeks before rollout ECS is saying that not everything is defined.

Also, wouldn't it be nice if you could request a copy of the digital recording eBay makes of every call we make to Customer Service?  It would be simple to make that an option, but eBay doesn't want sellers to have proof of conversations they've had with ECS. {Yes, that is another Rant.}

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Your listening to CS they can't/don't keep up with the changes. Most script read
I gave you the link with an ebay Reps answer from the discussion board of the 2018 Spring seller update on returns, What more are you looking for? I am confused
ebay has answered & has it documented in many spots
If you offer free returns it's free returns no strings attached for any reason. 

[couldabeenworse]

So far there has been no reply from an eBay Rep and since an eBay Employee that works in the eBay Customer Support, Returns department was unable to find the answer and told me outright that the Buyer Remorse question is undefined; it is still disconcerting.

They probably don't understand what you're trying to say.  Heck, I don't either...

ALL returns are "Buyer's Remorse"; seller picks one of the 5 Return options, and that defines who pays return shipping.  If the buyer instead claims Not As Described, seller pays return shipping regardless of the Return Policy.

[robot-hands]

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@missjen831 wrote:

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Like restocking fees are being eliminated but if you offer free returns you can issue a partial refund if the item is returned in a different condition.  

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What concerns me more are items being returned in EXACTLY the same condition.

[Anonymous]

 ...If the buyer instead claims Not As Described, seller pays return shipping regardless of the Return Policy...

BINGO!!!