Free Returns Domestic vs International

[helpingrescuedogs]

When you set up your return policy for a listing eBay gives you the option to specify your policy for domestic returns AND International returns. However, either there is a glitch or the representatives are misinformed. I chose to offer free returns per eBay's TRS latest requirements. However, I have set my policy for free domestic returns and International returns buyer pays return shipping. 

I have an International return right now and the eBay customer service representative is telling me that I have misunderstood and he insists that if you offer free returns it's across the board. Who in eBay do I speak to clarify this? Here is a screen shot of my return policy, which shows free returns are domestic and returns are accepted Internationally with the buyer being responsible for the return shipping.  I've been sitting on hold for over an hour with this representative telling me that he can't find anyone else for me to speak with. 

[helpingrescuedogs]

I should also clarify that is in regards to a SNAD where eBay is agreeing with me that the item is as described. After an hour and 20 mins I was able to speak with someone who immediately was able to see that my return policy for International orders is buyer pays for return shipping and that since the item is indeed as described the buyer is reponsible for the return shipping cost. Pretty annoying that I had to go round and round with the first represenative who kept insisting that I was responsible for the return shipping even though eBay agrees it is as described. He was so adamant that it's impossible to offer free domestic returns, but have buyer responsible for International orders and kept saying he couldn't find anyone else for me to speak to. Thanks eBay for wasting well over an hour of my time that I don't have to waste. 

[sam9876]

When a buyer files a SNAD complaint, the seller is responsible for return shipping.

[helpingrescuedogs]

If the SNAD is determined by eBay to NOT be a SNAD after all, but a buyer's remorse it is subject the seller's terms. I have had eBay step in and help me resolve erroneous SNAD's many times. 

[sam9876]

Has a buyer filed a SNAD complaint?

[pjcdn2005]

Ebay changed policy a couple of months ago and they don't determine if a return is snad or buyers remorse until AFTER the return.   If you appeal the return once you receive the item and refund...ebay may give you some sort of credit for the return shipping cost.  But....I've heard that they've done for domestic returns but I'm not sure if that's the case when the return is international because you can't issue the label through ebay.

btw You won't find that policy written anywhere but the reps have said that customer service will no longer change a snad to a buyers remorse return.

[arun7500]

Cant do that, Yes, we know it's painful. Free returns for SNADs are across the board. Another brilliant ebay idea introduced a few years ago guaranteeing that International sellers would either move to GSP or move to another seller platform, we chose the latter.