New International Shipping Program Returns--Money Back Guarantee Claims

[desdemona1013]

New program sounds great, as ebay would like us to believe.  However, I'm not so sure.

One question:  If buyer claims "item not as described" (buyer's remorse claim) as they often do to avoid paying return shipping, what happens?  Does seller still keep the sale?  Does ebay refund the buyer NO MATTER WHAT REASON the buyer uses?

What happens to the returned item?   Does it get returned to seller, or back to hub so ebay can  "liquidate" (re-sell) it?

Convoluted policy at best.  This part about money back guarantee has not been explained.  I've never shipped internationally and am not going to start doing it now.

[stuff4divas]

@desdemona1013  so, you want the policy details, even tho u r not going to ship internationally?

cute dog 🐕

[desdemona1013]

Yes, because I was seriously wanting to ship internationally, but was concerned about this part of the policy.

I have never shipped internationally, but this sounded promising.

Do you know the details?

[buyselljack2016]

@desdemona1013 

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eBay covers it. Seller is not responsible once it passes through eBay Illinois site.

eBay International Shipping is here

bullet point 3

[buyselljack2016]

I've never shipped internationally and am not going to start doing it now.

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I have never shipped internationally, but this sounded promising.

Do you know the details?

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@desdemona1013 

Some reading available here from this months chat with eBay staff

Monthly Chat - May 10th at 1:00 pm PST - The eBay Community

[umccars]

I was shipping this way and stopped because as usual Ebay can't get it right. They sent me a message saying a customer hadn't received the item and they were going to put my funds on hold. They never did put my funds on hold and a week later sent me a message saying all was ok. But this is not what I signed up for. They say they will "handle it". If they are going to handle it, I don't even want to know if there is an issue. HANDLE IT. 

[desdemona1013]

Buyselljack2016: 

Thank you for the link to the podcast--definitely some good answers there.  This dialog appears to answer  a question about returns in genera, but I am still wondering about MONEY BACK GUARANTEE/ ITEM NOT AS DESCRIBED returns.  If international buyer buys a piece of jewelry and finds that a stone is missing, that seller may have missed and did not disclose in the description--buyer opens "not as described" return, does ebay still accept the return at no expense to the seller, fix the item, and re-sell it?

@valueaddedresource wrote:

Question about returns in the new international program:

In a recent episode of the eBay for Business podcast, Director of Exports Chad Stewart indicated returns would be resold on eBay, but he wasn't specific about who would be selling them.

Chad: …Just to give you some context of how this works, when a buyer opens up a return request and that information comes to us, we'll accept a return. We offer 30 days global returns. Those items come back to our hub in Chicago, at which point we are then preparing those items to be sold again on the site. So those items will not be destroyed unless obviously they're somehow come back to us destroyed. But the vast majority of these items end up just finding another home with a buyer within the United States as we try to list those items on the site as well.

Griff: So when you say the site, you mean eBay?

Chad: eBay.

Are these returns being sold directly by eBay or is eBay working with a 3rd party or liquidator to sell these returns?

If a 3rd party, who is it and how can we visit their store to see what they have for sale?

If eBay is selling them directly, how does that match up with eBay's long-standing claims (echoed recently in media interviews by eBay VP Seller Experience Xiaodi Zhang) that eBay doesn't compete against its sellers?

Liquidated items are transferred to a 3rd party approved vendor, who sells items in their brick and mortar establishment or on eBay through their approved Seller account. Once the item is sold, eBay takes ownership of the item and packages that cannot be shipped forward, returned for issues or are considered restricted are transferred to this vendor. This is not considered direct competition as eBay is not directly reselling the item.

[desdemona1013]

This is not clear on money back guarantee / item not as described claims.

What is to prevent a seller from selling a thingamajig with a missing part, which wasn't disclosed, and buyer opens not as described claim?  eBay is still not going to blame / charge the seller for this?

[buyselljack2016]

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@desdemona1013 wrote:

This is not clear on money back guarantee / item not as described claims.

What is to prevent a seller from selling a thingamajig with a missing part, which wasn't disclosed, and buyer opens not as described claim?  eBay is still not going to blame / charge the seller for this?

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eBay is going to look at what the seller shipped to verify that it is what it is supposed to be before sending it along. If eBay fails to do that, eBay will take responsibility.

eBay claim is that eBay will handle any problems.

eBay claim is once it gets to eBay, under the EIS program, and they send it on the way to the buyer, that is the end of the seller's obligation

arrives to buyer broken, does not arrive to buyer, buyer claims NAD, eBay takes the heat  $ wise, feedback wise, any wise       

[desdemona1013]

I sell jewelry, so this is my thought process. 

Just as a hypothetical... seller sends a diamond ring to ebay hub.  eBay x-rays the package and sees a diamond ring or something that looks like a diamond ring.  eBay sends the "diamond ring" to buyer--package is NOT damaged during shipping. International buyer receives "diamond ring" and claims the stone is a cubic zirconia (and maybe it actually is!)  Opens NAD case.  Who refunds the buyer?  

If this were a domestic sale, seller would be responsible for the refund.

I called ebay to see if I could get clarification, and rep had no answers for me.

[buyselljack2016]

@desdemona1013 

I also have no answers for you other than what I have posted/linked.

I do not know what process is used at the EIS shipping center to verify to items sent.

You called eBay...................   often that gets an off-shore CSR that reads from a "script". Off-shore CS may not have updated "scripts" to cover the EIS program.

You might try contacting eBay for business on Facebook for a better response. You would message them that you have a question, and they would get back to you privately to discuss your inquiry.

[dollysg71]

Ebay just auto enrolled all sellers in their International Ship Program   According to ebay rep I spoke to today . The seller is responsible for return ship costs if the buyer files a successful NOT AS DESCRIBED claim .  And this means that the ZERO RETURN COST seller protection ebay is touting with their new International Ship program is FULL OF HOLES .  Not as described claims void any protections and means the seller would have to bear the full cost of shipping from another country back to the USA .    BTW they auto enrolled everyone in this program without letting us know first .      I suggest opting out for your own protection if you are a seller. 

[dollysg71]

Not so according to ebay rep I spoke to today . The seller is responsible for return ship costs if the buyer files a successful NOT AS DESCRIBED claim .  And this means that the ZERO RETURN COST seller protection ebay is touting with their new International Ship program is FULL OF HOLES .  Not as described claims void any protections and means the seller would have to bear the full cost of shipping from another country back to the USA .    BTW they auto enrolled everyone in this program without letting us know first .      I suggest opting out for your own protection if you are a seller.  

[ms.rodriguez*]

Ebay covers the return completely.  I am thinking that they will tell the buyer to keep the item. I'm guessing if it's a pricey item, ebay will want it back and they will sell it.    Once you get the funds, it's your money.    If you get a negative, ebay will remove it too.   Basically, it's a win-win program for U.S. sellers.  

[dollysg71]

Ebay just auto enrolled all seller in their International Ship Program   According to ebay rep I spoke to today . The seller is responsible for return ship costs if the buyer files a successful NOT AS DESCRIBED claim .  And this means that the ZERO RETURN COST seller protection ebay is touting with their new International Ship program is FULL OF HOLES .  Not as described claims void any protections and means the seller would have to bear the full cost of shipping from another country back to the USA .    BTW they auto enrolled everyone in this program without letting us know first .      I suggest opting out for your own protection if you are a seller.