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eBay Top Rated Sellers Struggle with Return Policy Glitch

Sometimes you do everything right and you still can’t catch a break. eBay makes sellers who wish to get Top Rated Seller status and the perks that come with it to jump through a number of hoops. But on Wednesday, eBay’s system sent some TRS sellers who were in compliance into a cycle of frustration.

Sellers who complied with eBay’s requirements for receiving Top Rated Seller Plus discounts were told they would have to change their listings:

“When listing items I get a message in “selling reminders” in My Ebay that tells me that to “Get Ebay Top Rated Plus” I have to change the return time to at least 14days. I ALREADY have these same listings at 30 day returns,” a seller explained on the Ecommerce EKG board.

In order for TRS sellers to get the Top Rated Plus seal on their listings with the accompanying 20% fee discounts, they must provide a 14-day (or longer) money-back return policy and must provide same- or 1-business-day handling time.

In addition, starting November 1, they must also provide extended holiday returns on their listings, allowing customers who buy items between November 1 and December 31 to return them through January 31.

Some sellers who were impacted wondered if the glitch had to do with the new extended holiday returns. However, at least one seller said they had already opted in to the holiday returns and said they too were getting notices on a number of their listings, despite meeting the requirements for the TRS discounts.

Update 10/2/14: A UK reader says the problem is also occurring there, and said he determined that listings are appearing on the “needs update” list when 1) they automatically relist, or 2) when the seller edits the listing.

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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/.