eBay

techdealersstore · ‎10-17-2018

Because of the new returns policy, we decided to mark a few of our lower value listings as "no returns". We had a buyer purchase an item. When it arrived, he sends a message through Ebay, including a picture of our item (matching exactly to the listing) next to his existing item that he was trying to match. His picture showed that he ordered the wrong item by mistake. He also stated exactly "your item is ECC and what I require is NON ECC, my mistake". We offered an exchange for what he really needed, but he asked for a refund. We told him sorry, but this was a no returns listing. So he opened a return request for "item not as described". When I contacted customer support for "misuse of returns", They agreed and said that they see by the picture and the customers statement that he was indeed misusing the returns process, but because he chose "item not as described" as the reason for return, we have to accept the return for full refund and supply a paid return label. This wasn't a case of "our word against his", this was a well documented case of misuse, which seller support absolutely refused to address because, as they told me, "this is our new policy".

couldabeenworse · ‎10-17-2018

"this is our new policy"

Like it or not, this appears to be true. If buyer selects "Not as Described", seller will be forced to refund and pay for return shipping if he wants the item back. If he then reports the buyer for misuse of returns, eBay sometimes refunds his return shipping, and occasionally even refunds the purchase price.

The days of trying to force an unwilling to buyer keep an unwanted item are pretty much over on eBay. It would have probably been better to accept the return for refund in the first place.

Good luck....

jlil7919 · ‎10-17-2018

I don’t know why they even have “No Refunds” as an option. They will 100% side with a buyer. I understand protecting from fraud but it is abused and they still side with buyers. I buy and sell but I’ve been screwed 3 times by eBay on selling.

btlaff · ‎10-17-2018

I'm so sorry. Common sense is an oxymoron and Ebay mgmt is the picture of unfairness and greed.

Same here. Our item was completely described in our listing, including imperfections, pictures, and stated "as is" with no returns. Encouraged questions. Buyer remorse per eBay agent but said since buyer used the magic words "not as described," we get to eat the item value and $35 shipping each way. AND, Ebay will still get their fees. So WHY are we selling on Ebay?? Just shoot us...

btlaff · ‎10-17-2018

It may have been "better" to accept the return for the refund but, in our case, I'd rather eat the $100 on principle and integrity than to cave into extortion from the buyer and Ebay. We are on our own, sellers, may maybe our unity will change things for the future.

btlaff · ‎10-17-2018

That's just not right.

mam98031 · ‎10-17-2018

It really isn't a new policy. Any seller that states they have a no return policy really is not true. You can tell that by looking at any of your listings that you state are no returns. Right after those words, Ebay puts on your listing that the buyer is still eligible for the Money Back Guarantee.

No Return Policy = If a buyer files a proper Buyer's Remorse return request the seller can choose whether to accept this return request or just deny it. This is the ONLY return policy that allows this. The buyer would be responsible for the return shipping and when the seller goes to refund the buyer they can withhold the original shipping if it was separately stated on the listing. If they offer free shipping, they can not withhold anything for the original shipping. If the buyer files a SNAD, even if it is incorrectly filed [buyer picked a less than honest reason], the seller has to honor that return request and the seller has to pay for return shipping.

30 or 60 day return policy with Buyer Pays Shipping = The seller has to honor a Buyer's Remorse return request. The buyer would be responsible for the return shipping and when the seller goes to refund the buyer they can withhold the original shipping if it was separately stated on the listing. If they offer free shipping, they can not withhold anything for the original shipping. If the buyer files a SNAD, even if it is incorrectly filed [buyer picked a less than honest reason], the seller has to honor that return request and the seller has to pay for return shipping.

30 or 60 day return policy with Seller Pays Shipping AKA Free Returns = The seller is responsible for paying the return shipping on all returns, no matter the reason. When it comes time to refund, some partial refunds are allowed within the rules set forth in the Free Returns policy.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html#m17-1-tb1

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

lacey294 · ‎10-18-2018

@mam98031 wrote:
It really isn't a new policy. Any seller that states they have a no return policy really is not true. You can tell that by looking at any of your listings that you state are no returns. Right after those words, Ebay puts on your listing that the buyer is still eligible for the Money Back Guarantee.

No Return Policy = If a buyer files a proper Buyer's Remorse return request the seller can choose whether to accept this return request or just deny it. This is the ONLY return policy that allows this. The buyer would be responsible for the return shipping and when the seller goes to refund the buyer they can withhold the original shipping if it was separately stated on the listing. If they offer free shipping, they can not withhold anything for the original shipping. If the buyer files a SNAD, even if it is incorrectly filed [buyer picked a less than honest reason], the seller has to honor that return request and the seller has to pay for return shipping.

30 or 60 day return policy with Buyer Pays Shipping = The seller has to honor a Buyer's Remorse return request. The buyer would be responsible for the return shipping and when the seller goes to refund the buyer they can withhold the original shipping if it was separately stated on the listing. If they offer free shipping, they can not withhold anything for the original shipping. If the buyer files a SNAD, even if it is incorrectly filed [buyer picked a less than honest reason], the seller has to honor that return request and the seller has to pay for return shipping.

30 or 60 day return policy with Seller Pays Shipping AKA Free Returns = The seller is responsible for paying the return shipping on all returns, no matter the reason. When it comes time to refund, some partial refunds are allowed within the rules set forth in the Free Returns policy.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
https://pages.ebay.com/seller-center/seller-updates/2018-spring/simplified-returns.html#m17-1-tb1

Thank you for this summary of returns. After being taken for a ride by a buyer just a couple days ago, I really am leaning towards offering free returns (not free shipping) so I can at least recoup some of my losses if buyer steals my item or devalues it in some way.

But on the flip side, the cons that come to mind are higher return rates, possibility of going over the threshold and being docked 4% of FVF. Unhappy buyers and negative feedback if they're unhappy they only received a partial refund.

What are the other pros and cons that I've overlooked?

Is it worth it????

couldabeenworse · ‎10-18-2018

@btlaff wrote:
It may have been "better" to accept the return for the refund but, in our case, I'd rather eat the $100 on principle and integrity than to cave into extortion from the buyer and Ebay. We are on our own, sellers, may maybe our unity will change things for the future.

That's your call, of course, but I think it's important to realize that modern consumers do not expect to be stuck with items that are not as they envisioned - AND that the modern marketplace has evolved to take that into account.

terrycanarsky · ‎10-18-2018

Not much about the current state of returns on eBay is "fair".

Recently a case was opened - we were sending a replacement bulb on a used part - providing good customer service - then the buyer was advised (not by us) he/she had to open a case to have it happen. The reason given? "Not as described, missing parts". So now we have a strike adding to our artificially imposed metrics, needlessly since we were already providing a replacement piece.

More interesting - I have to go to the Service Metrics page to see that strike because it does not show in the Resolution Center at all. I only know it's counted because I know of the "return", not because it's clearly archived where it would be normally.

Similar thing with a partial refund we provided to a buyer because of a part on a used item not working. We were already communicating back and forth with the buyer and discussing how best to help - when they were advised, oh so helpfully by eBay, to open a return case. You guessed it, NAD. Also not tracked in the Resolution Center but on the Metrics page.

Why these buyers contacted eBay -or- if they somehow received contact from eBay (which makes more sense in this instance), I have no idea. The only "benefit" was eBay's and its adding to the senseless metrics system.

eBay does not care about customer service or integrity.

~M

bosmingfarg · ‎10-18-2018

No matter how cleverly we word our offerings, the disgruntled buyer is king or queen of the hill, so to speak. It's outrageous. Rent a thing, no fault speculations, kick me in the emotional shins, vacuum clean my wallet. All sales final should mean exactly that, unless a seller sent the wrong item or made a mistake. I have never tried to return an item because it was "sold as is. please be sure of your purchase."

spiritwatcher · ‎10-18-2018

YES ! FINE example of ebay MAKING sellers ACCEPT returns just because they state "NOT AS DESCRIBED". Ebay just removed all of my statements because I mentioned the buyer. So, not only does ebay force sellers to accept returns-they PROTECT the buyers 100% against any negative information given to any seller for a heads up. Returns are a NO WIN situation for the seller. Period

spiritwatcher · ‎10-18-2018

Correct ! The buyer has ALL the rights to lie, scam, & make a sellers life costly. It also works in the favor of ebay to HOLD said funds until a case is proven out (buyer wins 100% of the time when they state "Not as described") because they get revenue on any funds being held (interest). Whether it was the buyers fault or not-making that statement "NOT AS DESCRIBED" screws the seller out of funds. period. Ebay makes claims to protect the seller but they dont. Ebay has to post that they protect ALL due to legalities etc. It does not however ring true when the seller is in good standing with a listing & the buyer either changes their mind for whatever reason. Sad but true

spiritwatcher · ‎10-18-2018

YEP ! Preaching to the choir ! Why do we use ebay ? Its the only game on the internet. JUST got burned for 61.00 in fees from ebay-shipping-paypal & when the buyer RETURNED my item-it was damaged by the buyer who tried to take it apart (vintage 1948 watch) & now its worth LESS than before. I reported it per ebay guidelines BUT its MY WORD against the buyers word....go figure.

spiritwatcher · ‎10-18-2018

If you dont accept returns-ebay will force you to accept them. If you accept returns but state a shipping fee to return it-ebay protects the buyer anyway & the loophole is "NOT AS DESCRIBED". Once the buyer claims this in those words-you are screwed as a seller to pay the COST of the return. Only time there is a good issue on this is IF the item was damaged during shippment & was covered by insurance. I JUST went through this with ebay. Cost me my ebay fees+shipping fees to & from the so called HONEST buyer. 61.00 out of pocket on a 203.00 watch. THEN when they shipped the watch back-it was damaged by the buyer & devalued. I cant PROVE it either (per ebay). Pictures mean nothing-cert of authenticity means nothing either. It is what it is. NOT right or honest for the seller but thats how ebay makes it money (protecting the buyers). No sellers=no buyers but that would have to be a global event to make a difference. Ebay makes $ on the buyers ONLY, not the sellers. Ergo they protect ALL sellers at any cost.