Your thoughts on "30 days to return" option?

[dudesville]

Ebay snuck this "30 day return" policy past me on several of my auctions. It's added in there by default. Fortunately I was able to finally catch this on 3 of my 4 auctions and change it to "no returns".

I can understand how a buyer would be attracted to this, BUT they are ALREADY allowed to return something that's defective. So why should I as a seller accept this? I run the risk of someone effectively "renting" whatever I'm selling for 29 days for just the cost of shipping both ways!

[fashunu4eeuh]

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@dudesville wrote:
But if there's no 30 days to return, then the only reason they can return is if it's defective / damaged. But even with a 30 day return period, if they claim that it's defective then do they still have to pay for return shipment??? Seems to me that the seller would have to pay for return shipment. Is there really an advantage to offering 30 day returns?

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Hi, I have offered 30 day free returns for several years now, long before eBay began pushing for it. In ten years of selling, I've had maybe 4 returns in all that time. And only 1 return since i began to offer free returns the last 3-4 years. (I sell a mix of old and new things, collectibles, high fashion, some jewelry, vintage goods etc).

If a buyer claims an item as defective, or opens an Item Not As Described case, seller is on the hook for return shipping. This is part of the eBay Money Back Guarantee. If they utilize the PayPal 180 day Buyer Protection program, the buyer is on the hook for return shipping, even if defective. Below are links to those policies so you can bone up on the terms. It's important to know the terms well so as to best mitigate your risk as an online seller. 

Ebay gives a boost in Search for those sellers who follow the platform's Best Practices, which includes offering a  buyer-friendly return policy. (If they have free returns, eBay gives an additional extra boost and allows buyers to filter results by free shipping.) Another benefit is improved buyer confidence in my items and greater ease in closing the deal. And last but not least, having a return policy means that eBay will insist the buyer send the item back. Ebay has been known to refund the buyer, and let them keep the item, if the seller has a No Return policy. I know from personal experience because eBay gave me a refund for a non-responsive seller and let me keep the item (which I promptly returned to the seller anyway because that is just wrong for eBay to do).

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

[penguins_dont_fly]

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@dudesville wrote:

Ebay snuck this "30 day return" policy past me on several of my auctions. It's added in there by default. Fortunately I was able to finally catch this on 3 of my 4 auctions and change it to "no returns".

I can understand how a buyer would be attracted to this, BUT they are ALREADY allowed to return something that's defective. So why should I as a seller accept this? I run the risk of someone effectively "renting" whatever I'm selling for 29 days for just the cost of shipping both ways!

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I have had 60 Day "Free" Returns for about 2 years, now. Before it was mandated for TRSP.

I just feel that it is good customer service for my business. I believe that it gives buyers confidence that I stand behind my product.

It may not work for everyone's business model or category ... I might not do it if I sold clothing or car parts ... but I have no problems with renters in my categories.

[pburn]

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@greg5000 wrote:

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Wow, that's incredible!  What do you sell?

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It seems you're awestruck that a seller could have a low or nonexistent return rate, and I believe that comes from forming impressions about how eBay works based on reading the discussion board threads--along with not being a seller yourself. 

I've read people's replies to you that judgments should not be formed or conclusions drawn based strictly on what gets posted here. Many members have warned against that very thing, since people tend to post about their worst experiences, not their best ones.

There are at least six people in this thread who have stated they have very few returns--some haven't had a return in ages. The reality of eBay returns is much different from the impression you seem to have formed. Now that people have dispelled that myth, perhaps it will drive home the siggestion not to form opinions about how eBay selling works based on discussion board posts and threads.

That's why I have to shake my head every time RENTbay or RETURNbay or FREEbay or whatever euphemism pops up. 

[18704d]

"In the REAL WORLD when you buy something used it might last 10 years or it might last 10 days. That's the risk you take when buying something used."

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Yes, but in the real world, your buyer got to hold the item in his or her hands,

inspect the item and determine it was 'as described' before they buy it.

Online they don't.

And eBay and Paypal know that sometimes buyers recieve items that are not as-described. 

Lynn

[vintagecraze50]

They advantage to using the 30 day returns along with free shipping and fast and free is that you get the item there fast, it therefore gets returned fast, you can get discounts on the FVF’S. 30 days may be too long for some items, check which one’s are exempt from that, or should be exempt from that. People like to know they have plenty of time to return something. They are going to return it anyway if they want to and there is nothing you can do about it.

[18704d]

"I have had 60 Day "Free" Returns for about 2 years, now. Before it was mandated for TRSP.

I just feel that it is good customer service for my business. I believe that it gives buyers confidence that I stand behind my product."

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Same here.

I've used 60 day Free returns since it came out.

Oh .. and it also can help a seller, I believe.

Allow a mere 7 day returns (if eBay did allow that) and I believe returns rates would Rise.

Why?  Because by the 6th day, that purchase is still fresh in your buyer's mind, and the quick, upcoming deadline is too.

Offer 60 day returns and there's a great chance your buyer will be 'happy' or 'settled in' with that item .. the longer the weeks go buy.

In fact, I think there's eCommerce research that shows longer return times, may decrease the number of returns too.  (not to mention, some people forget about that item / return by a month or two)

if eBay allowed 180 days, free returns, I'd use it.

jmtcw,

Lynn

[luckythewinner]

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@greg5000 wrote:

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@luckythewinner wrote:

Your thoughts on "30 days to return" option?

I've had 30 day returns on all my listings for years now. Haven;t had a return in my last 1,500 transactions at least. 

 I run the risk of someone effectively "renting" whatever I'm selling for 29 days for just the cost of shipping both way

But as you pointed out, you run that risk regardless of whether you offer returns or not. 

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Wow, that's incredible!  What do you sell?

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I sell music memorabilia - cds, records, posters, tickets, photos, stickers, 8 tracks, handbills, etc.

[damth_89]

You must check it carefully before proceeding, good luck.

[rpalma]

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@luckythewinner wrote:

Your thoughts on "30 days to return" option?

I've had 30 day returns on all my listings for years now. Haven;t had a return in my last 1,500 transactions at least. 

That really isn't a useful point of information without knowing what you sell.

The likelihood of returns and the likelihood of encountering scammers varies highly from category to category.

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[calntom]

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@luckythewinner wrote:

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@greg5000 wrote:

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@luckythewinner wrote:

Your thoughts on "30 days to return" option?

I've had 30 day returns on all my listings for years now. Haven;t had a return in my last 1,500 transactions at least. 

 I run the risk of someone effectively "renting" whatever I'm selling for 29 days for just the cost of shipping both way

But as you pointed out, you run that risk regardless of whether you offer returns or not. 

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Wow, that's incredible!  What do you sell?

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I sell music memorabilia - cds, records, posters, tickets, photos, stickers, 8 tracks, handbills, etc.

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Nice work. Dont know how you do it. 1,500 in a row.

I am at 1.5% returns. Mostly, they ordered the wrong part. I have free returns so they have not been hitting the SNAD button. 

[pburn]

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@rpalma wrote:

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@luckythewinner wrote:

Your thoughts on "30 days to return" option?

I've had 30 day returns on all my listings for years now. Haven;t had a return in my last 1,500 transactions at least. 

That really isn't a useful point of information without knowing what you sell.

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That member, @luckythewinner, in response to another poster, has already stated what s/he sells in Message #22 above.

[dudesville]

Trying to clarify here.... So if someone makes a SNAD claim under the "30 day returns" policy, the buyer pays for return shipment, whereas if NO returns are accepted then the seller has to pay for return shipping?

[penguins_dont_fly]

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@dudesville wrote:
Trying to clarify here.... So if someone makes a SNAD claim under the "30 day returns" policy, the buyer pays for return shipment, whereas if NO returns are accepted then the seller has to pay for return shipping?

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No.

SNAD - Seller always pays

Remorse - Buyer Pays

"Free Returns" - Seller Pays, no matter what the reason 😉

Just for reference, these are the reasons that eBay gives to a buyer in the dropdown return menu: (pink are SNAD, black are remorse)

Doesn't fit
Changed my mind
Found a better price
Just didn't like it
Ordered by mistake
Doesn't work or defective
Doesn't match description or photos
Wrong item sent
Missing parts or pieces
Arrived damaged
Doesn't seem authentic

[mam98031]

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@dudesville wrote:
Trying to clarify here.... So if someone makes a SNAD claim under the "30 day returns" policy, the buyer pays for return shipment, whereas if NO returns are accepted then the seller has to pay for return shipping?

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No.

All SNADs on any type of return policy, the seller pays return shipping.

On a properly filed Buyer's Remorse return, on sellers with a No Return policy, 30 day or 60 day return policy with buyer pays shipping, the buyer will need to pay for the return shipping.

But most requests for returns are SNADs.  So don't get hung up on who pays for return shipping.  The vast majority of the time on returns, it will be the seller's responsibility to pay for return shipping.  So when deciding what return policy you want to have, keep that in mind.

Also keep in mind that returns don't happen on the majority of the transactions you will have on Ebay.  While they are frustrating and can be time consuming, is will be only a few of your transaction that cause this.  

Even those that offer Free Returns, most will not see an increase in returns because of it.  But they may see more buyers because buyers like the option.  So you need to look at the whole picture and not just who pays return shipping.

[penguins_dont_fly]

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@mam98031 wrote:

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@dudesville wrote:
Trying to clarify here.... So if someone makes a SNAD claim under the "30 day returns" policy, the buyer pays for return shipment, whereas if NO returns are accepted then the seller has to pay for return shipping?

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No.

All SNADs on any type of return policy, the seller pays return shipping.

On a properly filed Buyer's Remorse return, on sellers with a No Return policy, 30 day or 60 day return policy with buyer pays shipping, the buyer will need to pay for the return shipping.

But most requests for returns are SNADs.  So don't get hung up on who pays for return shipping.  The vast majority of the time on returns, it will be the seller's responsibility to pay for return shipping.  So when deciding what return policy you want to have, keep that in mind.

Also keep in mind that returns don't happen on the majority of the transactions you will have on Ebay.  While they are frustrating and can be time consuming, is will be only a few of your transaction that cause this.  

Even those that offer Free Returns, most will not see an increase in returns because of it.  But they may see more buyers because buyers like the option.  So you need to look at the whole picture and not just who pays return shipping.

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I disagree with that statement above.

I find that most buyers are honest and will file a proper remorse return …. if the seller doesn't give them a hard time when they ask about returning.