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eBay Invites Sellers to Test a Fix for Buyer-Remorse Returns

eBay will run a pilot program in the US and UK this fall to test a new returns feature that lets sellers reclassify returns. The test is recognition of the fact that some shoppers who experience buyer’s remorse lie when they initiate a return request, writing that the item was damaged or otherwise “not as described.”

eBay spokesperson Karen Crocker Snell told EcommerceBytes, “The limited pilot will give participating sellers broader options for resolving issues with buyers who choose a “not as described” reason for the return, when the actual reason may be different.”

She declined to answer specific questions about the program, such as which factors eBay would use to determine if a return is eligible for reclassification, or about eligibility criteria. “If sellers would like to be considered for the pilot this fall, they can send us a note with their eBay user ID,” Snell said, providing the following email address: sellergtm@ebay.com.

In a recent blog post, eBay’s Head of Seller Experience Jordan Sweetnam said eBay’s goal was to make returns as easy as possible. “We are launching and testing a number of enhancements to the returns process, allowing you to manage returns your way.”

One action eBay is taking is to introduce the “report a problem with the buyer” option into the returns flow so that sellers can “easily let us know if you’ve successfully resolved a return request but feel the buyer was misusing the return process.” Sweetnam said eBay would track the reports closely.

“With the updates to the returns process, we are addressing what we’ve heard from you and giving you the tools and flexibility to handle returns in a way that is consistent with standard business practices for your category,” he wrote.

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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.