eBay

imapaqrat · ‎05-15-2018

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!

magicguynet · ‎05-16-2018

It means with free returns you the seller are basically a Red Box where buyer can check out like a dvd and watch it, clothes wear it, a video game play it, a musical instrament, use it for 29 days performing while their musical instrament gets repaired....you are loaning them for 29 days and have to pay round trip shipping to loan it out....ebay is "allowing" you to give them a partial refund of up to 50% where you the seller feel the buyer used the item or worse sent you back a different item? I was on the webinar today, and I asked a stupid question I assumed a 5 yr old could understand....I sell you a new dog and you return a used cat? I can refund them up to 50% of the purchase and yet loose shipping both directions to get back an old cat....when I sold a dog.

magicguynet · ‎05-16-2018

I don't know how this forum works as far as replying to an individual person or the group so basically watching the webinar and the responses in the Q&A, they said you need to figure out how to work this loss out in your buisness model or leave. I watched them answer several questions telling sellers, actually they told me, that there was no incentive for bringing back sellers from other platforms if they left now, but other platforms suprisingly were giving discounts to new sellers. I watched question after question answered with work that out with your business model, find a way to "recoup" losses.....basically eBay as I was told by an American speaking CS, not on script said welcome to Amazon.

green-night · ‎05-16-2018

you need to figure out how to work this loss out in your buisness model or leave.

I vote for this as the next feel good logo on eBay branded shipping supplies. It is true.

dm2756 · ‎05-17-2018

I have spent 2 weeks with 10 different CS reps attended the Webinar yesterday for free returns with ebays Parker Buchanan and was left more confused than ever on how the free returrns will work.

I had 4 basisic questions that should have already been spelled out.

1) If I offer free returns will I be able to send my own prepaid label? Simple enough

I have been told I SHOULD be able to but they didn't really know.

Then told no I can't I have to use ebays label only.

Then I was told they just didn't know they are still working out the details

Then I was told they are not sure there was something in the policy but they could not disclose what that was to be. Really, it affects my business I am paying for the return shipping and you can not disclose some of the policy to me??

2) I have multiple return address, so I asked if I accept free returns can I still select what address I want it shipped to? On defective items I can call my supplier for an RA# and just have the return shipped directly to them for defects that way I also get my money back for a defective item.

Again, first I was told I SHOULD I keep telling them should is not an answer this is a yes or no question.

Then I was told no I have to use ebays label with ebays RA# (not mine) and all returns for any reason will have to go to my home address.

Then I was told again, ebay is still working on details of how this will work.

The last CS rep told me he would find out and would email or call me with all the details that was 2 days ago still waiting.

3) I sell to the US only but am in ebays Global Shipping Program which then I still ship to US in Kentucky, I know I am protected for damaged and lost items, but I asked who pays for the return shipping on GPS items for customer remorse.

First I was told I would still have to pay for the return shipping.

Then told I could just select what listings I wanted the free returns for the GPS! Really? How do I know what listing is going to be sold to a GPS buyer?

Then I was told I would have to drop out of the GPS if I did not want to have free returns for GPS buyers.

And of course still waiting for them to get back to me as they really don't have the details on these questions yet.

Lastly, on negative feeback, it states that it will protect sellers from negative feedback if you offer free returns.

One cs said no they will not remove negative feedback, another said yes they would and finally they said that on the negative feedback when you offer free returns will only be removed if you call CS and they will review exactly what the negative feedback says before removing it.

Example they gave me. if they opened the return because of damage and then leave negative stating it arrived damaged no it will not be removed.

Now if they opened the reason was changed my mind etc. and you receive it back damaged, used or a box of rocks and you only give a 50% refund. If the negative feedback says they only received a partial refund then yes, they will remove it. But lets say they buyer leaves that out and just states anything else just to leave a negative ebay will not remove. They really are not protecting us from negative feedback on this.

I have been with ebay since 2003 have been a top rated plus seller since the program bagan, have 99.8% postive fb and was at least willing to try the free returns just to see if it made a difference in sales. But I will lose my status and be lowered in search all because ebay can not answer simple basic questions

thesavingsplaceltd · ‎05-17-2018

Hello,

It is my understanding that it depends on what option you choose when creating the listing. If you choose the option BUYER PAYS RETURN SHIPPING, then they pay. The other option to choose is SELLER PAYS RETURN SHIPPING, and then the seller pays.

I always choose BUYER pays because I don't think it is fair that we should pay for return shipping when a buyer either a) purchases in error; b)changes their mind; or c)item wasn't what they thought even when specifics were clearly stated in the listing.

fern*wood · ‎05-17-2018

@imapaqrat wrote:
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!

I'm not sure why the terms are confusing to you, but even more disturbing, is why ebay csrs can't answer your question.

Who pays the shipping on a remorse return is decided by each seller when they choose which return policy option they wish to offer. Or they can have no returns, in which case, remorse returns aren't allowed. Basically the biggest changes are no restocking fees and free returns are now required (as of June 1st) in order for your listing to be considered top rated plus and receive the measly discount. Oddly enough, it doesn't seem as if you are TRS now anyway.

If I misunderstood your question, please let me know.

@imapaqrat

imapaqrat · ‎05-17-2018

fern*wood,

In March I had an eye injury that kept me from getting my shipments out on a daily basis; which in turn caused my Late Shipments to go above the TRS 3% requirement. Because of that, I lost the TRS status for the 1st time since it was introduced.

It was upsetting for a little while, but now I see it as a blessing. When eBay NURFED the TRS discount, the motivation to jump through their hopes was also cut in half. Now with the June Return Requirements, it turns out I would have been opting out of the TRS program anyway.

100% postive feedback shows that I still meet my customers expectation. Like you , my items are unique enough that the TRS 'Search Benefits' aren't much of a factor.

Its been sort of nice to not have to be keeping an eagle eye on my late shipments and dealing with being punished for USPS's mistakes.

fern*wood · ‎05-17-2018

Sorry about your eye issue. I wasn't meaning to be nosey, I just thought it looked strange because it looked like you should have qualified as a TRS. I hope you regain that soon.

I am not going to the free returns, but do hope to retain my TRS status. I will still get some postage discount that way. I'm also thinking about extending my handling time, since TRSplus will be off the table anyway. That way an issue like you had with your eye would not as easily harm my status.

waterbed_bigfoot · ‎05-17-2018

I've called a bunch too and got some clarification. On a buyers remorse it will depend on whether you want to keep your top rated plus discount and badge or not. If you offer free returns you keep it and you pay shipping both ways if it is included in the price of the item. If the buyer paid to ship the item seperately to him or her then you pay only for the return shipping to you. Also if you do offer the free returns you can deduct up to 50% if the item comes back open and used. You also can still protest with the returns department and eBay may release your funds and refund the buyer also. I don't think you could protest every return or you might lose your ability to sell on eBay. My experience with the returns department was really sketchy last call. The rep said he doesn't know for sure I sent the customer new unopened used product and he had to give the customer the benefit of the doubt. It took a supervisor to look at my pics of the return and finally close the case. It was very obvious to me we don't send out previously filled waterbeds that are drained and used heaters and liners and fill and drain kits that aren't complete. It took several hours to resolve this.

If you stay with 30 day returns buyer pays to ship it back to you. You lose the badge and the discount. You also can no longer get your restocking fee. It sounds like a penalty to us. You will still stay top rated but it will no longer show up on your listings as long as you offer at least a 30 day return policy. We are really torn up on this new policy. Also for us if we don't offer free shipping both ways we lose a small amount of revenue from the discount as well as the buyers that only buy from sellers with the badge. So I hope that answers your question.

magicguynet · ‎05-21-2018

Unless your business model can figure in "loaning" stuff out Ebay may not be the "platform" to sell stuff is what I was told. They went of script and told several people that they encouraged people to sell across multiple platforms and if eBay rules and their new "eCommerce" idea didn't work for them....suck it.

magicguynet · ‎05-21-2018

If you choose "they pay" they will just thanks to google open a not as described case...sorry starting 2018 welcome to Amabay....Amazon Rules, eBay high fees....

castlemagicmemories · ‎05-21-2018

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

The Seller Update specifies this. Sorry you missed it. Returns changed May 1.

calistas_closet33 · ‎05-21-2018

If a buyer has remorse but puts defective, etc..as reason for the return ebay will automatically grant the return with you paying shipping regardless of whether the buyer put in writing the item didn’t fit, etc. in the text of the return reason. Just happened to me. Ask basically if you don’t offer free returns, ebay does it for you. Isn’t that just special?

Anonymous · ‎05-22-2018

@calistas_closet33 wrote:
If a buyer has remorse but puts defective, etc..as reason for the return ebay will automatically grant the return with you paying shipping regardless of whether the buyer put in writing the item didn’t fit, etc. in the text of the return reason. Just happened to me. Ask basically if you don’t offer free returns, ebay does it for you. Isn’t that just special?

Just had two cases like this. However these were on items listed for parts repair, damaged. Buyers reason was 'defective, doesn't work'....yep...LOL

detore10 · ‎05-23-2018

Hi Bruce ; I agree , I'm Steve and not from ebay , and mostly just a buyer and that's a great question. I think that both sellers and buyers should have a conscious as well as ebay . If an item is misdescribed the seller with a conscious should send a prepaid shipping label for the return and ebay with a conscious should promote that. If it was an impulse buy or a lack of understanding the correct description and photos of the item , than a buyer with a conscious should be obligated to pay the return shipping and ebay with a conscious should promote that also. The problem with all this Bruce ; instead of sellers , buyers, and ebay thinking with their wallets they should think with their conscious . Good luck finding your answer.