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eBay Tinkers with Returns and Claims Process

eBay sent a survey to sellers asking them for information about returns and claims and telling them it was considering changing the way it processes such requests from buyers. Specifically, it is looking for the best words to present to buyers who file claims, such as buyers who question the authenticity of an item they’ve purchased on the marketplace.

eBay presents buyers who are filing a claim or returning an item on eBay with a list of reasons they can choose from. The survey listed some of those reasons and asked respondents to “describe what each of these options means to you.” The reasons listed were as follows:

Ordered wrong item
Fake or counterfeit
Missing Parts/Accessories
Defective/Does Not Work
No longer want/need

eBay then said it was considering changing the wording for the “fake or counterfeit” option and asked survey respondents to pick one or two options they believed would be the best wording to use, and why. The options were:

Appears counterfeit
Authenticity concern
Questionable authenticity
Suspected counterfeit
Not genuine
It’s fake or counterfeit
Other (Please specify).

eBay also asked sellers how appropriate they felt it was for eBay to include “fake or counterfeit” as one of the return or claim reasons.

The survey also asked eBay sellers if they had ever had a buyer return or file a claim for an item they sold on eBay, and also asked about experiences they had had with such returns and claims over the past 3 months:

  • Please describe the eBay item(s) you sold that buyers have returned or filed a claim for in the past 3 months.
  • Please describe the reasons buyers have returned or filed a claim for item(s) you sold on eBay in the past 3 months.

eBay also asked how sellers to indicate the extent to which having a buyer return or file a claim for an item they felt was fake or counterfeit impacted their likelihood to sell on eBay in the future.

eBay also asked recipients for their age, gender, and whether they considered themselves primarily a buyer or a seller on eBay, or both equally. And eBay asked if they would recommend eBay to a friend and how likely they were to sell anything on eBay in the next 3 months.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.