Forced return by Ebay? Is there a point to having a "no return" policy anymore?

[galaxygarden]

I have a no return policy. A customer opened a return today for a "did not fit" reason. When I clicked on the "see return details" I was informed that my decision to accept this return was optional; there was a drop down menu in which I could select the option to not accept the return. At that moment I decided to wait and think about it, as I do not normally accept returns.

A few minutes later I received an email from Ebay that my funds were frozen until this case was resolved. I clicked again on the "see return details" box. The ability to not accept the return was now removed, and took me directly to a page in which I had to confirm my return address or else refund. 

What just happened here? Is there a new policy to freeze funds and force all sellers into returns, even for reasons such as "did not fit" or simply "did not like it?" Is there any point in having a "no return" policy anymore?

[evry1nositswindy]

No return doesn't mean no refund.  It just means you don't want the item back, but will have to refund if there is a case.  I'm not really sure if this is spelled out somewhere or not, so someone who has the actual link may chime in here. 

You can offer free returns, where you pay for return shipping.  I do this, but I don't have many in a year.  This will be up to you to decide based on the number you have per year. 

[2013grotz]

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@galaxygarden wrote:

What just happened here? Is there a new policy to freeze funds and force all sellers into returns, even for reasons such as "did not fit" or simply "did not like it?" Is there any point in having a "no return" policy anymore?

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A "no return" policy doesn't negate refunds.  In fact, with the presence of the ebay buyer MBG, you are going to be forced into refunding as a ebay seller.   In other words, the buyer is always right even when they're totally absolutely wrong.  Unfortunately, ebay will have the power to force this very easily with forcing people into Managed Payments. 

To answer your last question, a return in ebay language is simply the question of whether you want the item back or not.  To that end, that question is up to you, but returns policies are indeed pointless on this site.  My suggestion would be to force the buyer to return the item and at least make the refund contingent on your receipt of the item in good condition.  That's assuming the value of the item is worth it in your mind.

[galaxygarden]

When did this policy change? A couple of years ago I had a buyer who wanted a return because she found a beaded necklace "too scratchy" for her particularly sensitive skin. Since it wasn't a "not a described" case I refused the return, as per my policies. Ebay did not force the return. 

This is the first time I've not had the option to refuse a return in such a context. The weirdest part is that the option to refuse the return was there the first time I clicked on the return details, then gone the next time I clicked after Ebay froze the funds (a few minutes later).  I don't get it. 

[2013grotz]

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@galaxygarden wrote:

When did this policy change? A couple of years ago I had a buyer who wanted a return because she found a beaded necklace "too scratchy" for her particularly sensitive skin. Since it wasn't a "not a described" case I refused the return, as per my policies. Ebay did not force the return. 

As I understand it, the policy has been in place for a large number of years.  This specific return is likely classed as a "INAD" in ebay's system simply because the item didn't fit the buyer.  Which means you will have to refund as ebay is forcing you to do.  Your only question is whether you want the item back or not as a result.

Note most buyers have figured this out and will INAD absolutely anything they want to return for any reason.  Of course with many seller issues, ebay will not address this abuse.  It just is what it is.

[1tuna · Accepted solution]

does not fit or wrong size is not a SNAD.its one of the few returns that sellers do not have to take back.

having said that there is the possibility you were in  autoaccept

the fall seller update spells it all out.MP selelrs have to go with "auto accept" even if they do not want to.

its just another way to force MP sellers to take forced returns

[auctionairecorp]

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@galaxygarden wrote:

When did this policy change? A couple of years ago I had a buyer who wanted a return because she found a beaded necklace "too scratchy" for her particularly sensitive skin. Since it wasn't a "not a described" case I refused the return, as per my policies. Ebay did not force the return. 

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There is still a lot for you do. 

1. Make real sure that you are not the one at fault before reporting the Buyer. The anger of thinking that you are getting hustled or scammed sometimes clouds one's judgement.

2. Regardless of fault, do the return within the time that ebay specified because it gets worse for your account if you don't, and they are likely going to keep your money anyway. IN fact, having returns in and of themselves can your raise FVF fee. Don't fight the crumbs that ebay is offering on this.

3. Report the buyer. You are reporting them to busy ebay employees, so make it short and sweet, in other words making statements like asking "when did this policy go into effect" is hurting your case because you should be talking about things that can help your case.

4. Most "report buyer" cases get auto-rejected by eBay. I have literally received cookie-cutter rejection emails from eBay addressed with previous buyer's names listed instead of mine, LOL. Appeal the report buyer case, using the same info that you used on the first case. 
Call them for this appeal. It seems hard to find the "have us call you" button (link) but if you keep looking you will find it. Sometimes starting an automated chat will get you there by asking for an expert (something like that.)

I have won a relevant percentage of these appeals which cleaned up some of the defects and feedback. And in about 20% of them the buyer was not refunded.
 They can also lose their money back guarantee so they can't scam others.

[jakni_5]

Just accept the return and focus on something productive. The only purpose of having "no returns" is to discourage people from renting your products for free. 

[postingid7659]

You are better off to have a return policy, which in some instances forces buyer to pay return shipping, and if you are Top Rated in some instances you can deduct from the refund.  

With no return policy everyone will choose not as described and force the refund whether you like it or not plus you always get hit for return postage. 

[galaxygarden]

Again, this was NOT a "not as described" return. That's the whole point. In the recent past I've always had the option to deny a return when the buyer gives reasons such as "just didn't like it" or "didn't fit." Yesterday that option was there initially, but then Ebay froze my funds (likely an automated response) and suddenly the option to deny the return was gone. It was there one minute, gone the next. 

Because this is NOT a "not as described" case, I do NOT have to refund shipping costs OR pay for return shipping with this return. That much is normal. What is odd is that I was forced to accept the return at all.

[himalayakletter2009]

I thought this too but I am getting the second of these bogus claim cases in 2 months.  The first a buyer claimed they didn't  get something clearly not offered in the ad. I accepted return but did not refund as ebay rep told me an investigation would be conducted if I didn't.  Whereas a refund would he said a refund was final. I didn't refund and wham at midnight I was hit with a chastising mail for not refunding, given a bad mark, and funds automatically refunded! I am a top rated seller with no return policy. So after  many calls I eventually got 6 bucks which was nothing for the $20 round trip shipping and lost fees and sale. Got new item  back but without packaging. Now a woman has mutilated a beautiful pair of sheepskin slippers to get refund. Before I even  have them back she has changed her last name on the ebay account and most likely her associated bank account so i will not get refunded for her fraud. Rep told me when i receive them to not refund but now i am getting  choice to refund now or when i receive them. Bad business. How ebay can get away with aiding fraud and keeping a cut themselves w fees is really breaking their own back. In the end what sellers will stay and put up with this? Losing shipping and sales....After a decade I am closing my shop.

[kh-ornesh]

Hi everyone,

Due to the length of time that has passed since this thread began, we have locked it from future replies. If this is still an issue that warrants discussion, don't hesitate to begin a new thread HERE.

Thanks.