Ebay auto-approved return - returned USPS rather than FedEX , does seller have to pay more?

[bluestskiestradingpost]

We just had an item "auto approved" by Ebay for return.  Which I HATE since we say in our terms that we would like to work out issues with customers before (terms mean nothing and the excessive 30 day return seems to take priority). 

Anyway, my problem I hope to find and answer to.  This was a 50lb item that stopped working for some reason and the buyer is sending it back as "defective" (I easily could have troubleshot with them).  Ok, that's fine, but they are sending it back USPS (50 lbs from MO to WI will be a lot more than FedEx which I would have sent a label to the buyer for shipping). 

So does Ebay whack the seller with USPS shipping when it could have been shipped more economically with FedEx?  Again, if we couldn't work it out with the customer I would have happily created a FedEx label to send to them.

Anyone here know?

Thanks,

Tom

[berserkerplanet]

USPS Return Service labels are valid for up to 70 pounds, and the seller is not supposed to be charged more than the original shipping amount for an eBay issue return label.

To put the brakes on automated returns, turn RMA number issuance on in your return settings.

[bluestskiestradingpost]

Ok thanks! I don't really care how they send it back as long as it doesn't cost our business more. So I just have to check the RMA box so I can assign a number? I can see that could slow down the annoyance. I'll try setting that.
-Tom

[lintbrush*]

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@berserkerplanet wrote:

USPS Return Service labels are valid for up to 70 pounds, and the seller is not supposed to be charged more than the original shipping amount for an eBay issue return label.

To put the brakes on automated returns, turn RMA number issuance on in your return settings.

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It doesn't do much.  The return is auto-accepted regardless of the RMA.  You just have a little time to give it one (where I suppose you could use that timeline to contact the buyer, but the return is approved and won't stop unless the buyer closes it or takes no further action.

[berserkerplanet]

The return label setup is supposed to be such the the seller never pays more than the original shipping amount for an eBay issued return label.

I assume that eBay's estimate of that original shipping amount would have to be based on the cost if an eBay shipping label was purchased, how much the buyer paid for shipping since eBay can't know how much the shipping was if seller purchases a label at FedEx.com or USPS.com, or in other cases (free shipping listings?) may be based on USPS shipping calculations based on the dimensions and weight in the original listing and the zone.

If you are charged more than you should be for that eBay issued return label, then course of action is a call to CS.

https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-for-sellers?id=4703

Doesn't cover the "not more than original label cost" assertion, but that may have been something in a seller update or a post by an eBay representative here. Generally accepted as being the case though.


I don't accept returns, and therefore have no direct experience with it, but based on reading here in the forums, and again somewhere in seller updates or other eBay proclamations, ticking the RMA box throws a wrench in the automated/simplified returns process and allows you some time to issue your own label if you choose.

[berserkerplanet]

I guess I should have been more specific that by "put the brakes on", I meant slow the returns process down a bit. Didn't mean to imply it could be stopped. OP wanted to issue his own FedEx return label and RMA feature in force might have made that possible.

[bluestskiestradingpost]

Yeah, I figured that. RMA or not, the return has been started and it's complicated to work out problems with the customer by that time.

[bluestskiestradingpost]

Ebay is wasting a lot of money then shipping something back USPS that is 50 lbs, when it would cost about 1/3 of that when going back FedEx.  As long as we don't get hit by that extra charge, that's fine with me.

Our store has had a very bad few weeks with several returns to the point that our monthly Ebay fees ($2200 for last month) would go negative on our PayPal funds.  Then I did an exhcange (it showed up on 'return' page) and I send back a replacement $700 piece of equipment after the customer's arrived.  I did a "have Ebay step in and help" so I could say "please close this return, no refund needed since we sent replacement".  Then last night I saw that they fully refunded the customer!   I called and they said that they put a hold on the refund, but I can't get my $700 back until the item is shown as "delivered".  We are now going about $200 negative this weekend when Ebay takes their fees.  Such fun....

[berserkerplanet]

>>Ebay is wasting a lot of money then shipping something back USPS that is 50 lbs,
>>when it would cost about 1/3 of that when going back FedEx.

eBay has negotiated service agreement with USPS at likely very good rates, and we are not privy to exactly what type of agreement it is. Could be "We will purchase 100,000 return shipping labels this year at $5 each" (since most eBay returns are likely First Class Mail and 1-2lb Priority Mail items), and it gets re-evaluated every quarter, 6 months, or year based on actual average costs, or some other scheme.

The likely low number of FedEx class returns probably makes it not worth the effort to negotiate a returns agreement with FedEx, or set up software to deal with yet another return label provider, etc. (the lowish FedEx return label rate would likely not result in really good discounts, and would subtract from the USPS return label volume which would hurt that negotiated agreement)

Pretty sure the bean counters have worked all that out.

[ar-772386]

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@bluestskiestradingpost wrote:

I did an exhcange (it showed up on 'return' page) and I send back a replacement $700 piece of equipment after the customer's arrived.  I did a "have Ebay step in and help" so I could say "please close this return, no refund needed since we sent replacement".  Then last night I saw that they fully refunded the customer!

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If you sent a replacement outside of the return request (the eBay return request can supervise and instruct the seller exactly when to ship an exchange or replacement) then all eBay knows is a return was delivered and a refund is due.

And if so, when you asked eBay to step in, eBay forced the refund that you failed to issue. You earned a case closed without seller resolution defect, you sent the buyer a gift, you will not be repaid $700, and you will not get your PayPal and FVF fees back.

[bluestskiestradingpost]

I did call then and talked to eBay about this when I saw it.  They said that the customer could ask for a replacement but I guess it wasn't clear how to do it. The person I talked to said it was a prossess that is flawed and eBay is working on it.  

They told me that the "step in and help" is automated, and nobody reads the message that is left.  I'll get the money back, after the replacement is delivered. It should arrive  today.  I'll call again if nothing happens. 

[arun7500]

Ebay uses the USPS as default shipping. Taking the economical route inst in ebay's interest since you're paying for it. Your problems will arise if the shipping weight is dimensional. Ebay will only calculate weight, the USPS will calculate dimensional weight and that is where most get stung. Before you get your stuff back, the USPS will want the difference. 

[sam9876]

"the USPS will calculate dimensional weight and that is where most get stung. Before you get your stuff back, the USPS will want the difference. "

Not on Return service.

[creoleorchid]

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@bluestskiestradingpost wrote:

I did call then and talked to eBay about this when I saw it.  They said that the customer could ask for a replacement but I guess it wasn't clear how to do it. The person I talked to said it was a prossess that is flawed and eBay is working on it.  

They told me that the "step in and help" is automated, and nobody reads the message that is left.  I'll get the money back, after the replacement is delivered. It should arrive  today.  I'll call again if nothing happens. 

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When the buyer first opened the return request there was an option to select replacement. If he selected Refund instead, there is no option to change it to replacement. Asking eBay to step in is never a good option for the seller. 

[bluestskiestradingpost]

Yeah, that would have solved a lot of problems. Many sellers have a one of a kind item, but we had several of these in a drop-down. I'm monitoring Ebay closely to make sure we get our money back. Otherwise, they are getting another call!