New rules for buyer returns

[chasearooauctions]

I have a buyers remorse case where the buyer opened the case up as defective but mentioned in messages thaty he didnt bother reading the auction. eBay says "well, now we're taking those cases for what they are" we are no longer reading messages between buyer and seller to make a determination. You have a 30-day return policy so you will be paying for the label and you will be paying for the return". Just amazing. 

[stuff4divas]

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@chasearooauctions wrote:

I have a buyers remorse case where the buyer opened the case up as defective but mentioned in messages thaty he didnt bother reading the auction. eBay says "well, now we're taking those cases for what they are" we are no longer reading messages between buyer and seller to make a determination. You have a 30-day return policy so you will be paying for the label and you will be paying for the return". Just amazing. 

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Scary

[mudshark61369]

@chasearooauctions,

How did you get the information about ebay no longer looking at messages?  Did you call the customer service number, and did you reach a rep in the Philippines?  If so try calling around 8:30am Mountain time and you might get a US based rep.

The reps in the Philippines are known for giving out bad information, if you keep them on the line too long, or just because they do not want to deal with a problem.  I would keep trying until you get either a US based rep, or one of the well educated Filipino reps, who have no accent.  There are a few of those.

[kattinsanity]

You have TRS+ listings which means you accept returns even for remorse .  It's been my experience that ebay just goes by what the buyer chooses as the reason for the return~~they don't care about any messages you may have from the buyer.  The only times they have ruled in my favor is if I have messages from the buyer proving they broke the item, attempted to repair it or had someone else attempt to repair it.  Then it couldn't be returned in the same condition as it was when you sent it.

If it is returned to you in working condition ebay won't reverse their decision.  You can relist it and sell it again.

[missjen831]

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@mudshark61369 wrote:

@chasearooauctions,

How did you get the information about ebay no longer looking at messages?  Did you call the customer service number, and did you reach a rep in the Philippines?  If so try calling around 8:30am Mountain time and you might get a US based rep.

The reps in the Philippines are known for giving out bad information, if you keep them on the line too long, or just because they do not want to deal with a problem.  I would keep trying until you get either a US based rep, or one of the well educated Filipino reps, who have no accent.  There are a few of those.

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They didn’t give out bad information. What the OP says is correct. 

[hafoster]

They did give out bad information. What the OP says is incorrect:

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@chasearooauctions wrote:

You have a 30-day return policy so you will be paying for the label and you will be paying for the return". Just amazing. 

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[kaelykat]

This made me curious so I did a little digging. Here is what I found about buyer's remorse returns.

If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind.

If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. If you stated you offer free returns, you'll have to pay, otherwise you can ask the buyer to cover the cost.

I got this information from the Return shipping for sellers page.

[missjen831]

The OP's issue is the false SNAD which means he pays for return shipping. What customer service was saying is that snad returns are no longer closed in the sellers favor. false snads, when ebay could see the buyer has remorse, used to be closed in the sellers favor if the seller had a no-returns policy and fought it. If the seller accepted returns, I think ebay had the buyer pay for return shipping. The unnannounced changed, that the blues are staying silent about, is that returns are no longer being closed in the sellers favor, seller pays for return shipping and can file an appeal after they get the item back. They only get the return shipping refunded upon the appeal. It appears ebay is prepping for sitewide free returns at the expense of the seller. Now customer service should have just told the OP that they have to take the return since they have a return policy & that because of the return reason they have to pay for return shipping.

[missjen831]

OP, Are you aware that as of May 1, restocking fees are no longer allowed? Your listings still show 20% restocking fee.

[chasearooauctions]

I called four different times, thinking I got someone that doesn't know what they are talking about.  Almost all verbatim were those words. The last guy took the time to put me on hold, look at the messages and TELL me, yes, I can see where he admitted it, but you have to accept the return and pay for the shipping but we'll give you a "one-time" credit towards the shipping. I said what about my restock fee? He says you can't charge that because the buyer claimed it was defective.

It's like going back in time with eBay 10 years ago.

[chasearooauctions]

I know I accept returns, even for remorse, but I shouldn't be (until June 1) paying for those returns and even then, I can charge the buyer 20-50% restock fee.

[chasearooauctions]

I was told June 1st.

[chasearooauctions]

Starting June 1, 2018, when you offer free returns, you’ll have greater control to manage your business, and you can decide to issue partial refunds to buyers.