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eBay Sends Invitation to Join New Returns Program

eBay sent invitations to an exclusive group of sellers last week, inviting them to participate in a “returns resolution” pilot program, which was revealed as part of the Fall Seller Update.

eBay spokesperson Karen Crocker Snell told EcommerceBytes last month that participating sellers would have broader options for resolving issues with buyers who choose a “not as described” reason for the return.

Here’s a copy of the email sellers received last week that details the advantages participants will have in dealing with buyers committing returns fraud:

Exclusive invite: Get more options when refunding buyers

Coming soon, the eBay return resolution pilot gives you more control over the way you issue refunds.

Dear (redacted),
In early November, we’ll be launching an exciting pilot program giving a carefully selected group of sellers more options when issuing refunds – and we want you to be part of it. What’s in it for you? More control. More objectivity. And more help handling buyers who may be misusing returns.

In a nutshell, the returns resolution pilot will give you additional options when refunding a buyer for “not as described” returns. Instead of issuing a full refund, you’ll be able to deduct the cost of shipping and charge your restocking fee when you feel a buyer has misrepresented their return reason as “not as described”.

Of course, your participation is completely optional. If you decide not to participate, just let us know.

The insight we gather will be used to continue to improve the selling experience – so thanks in advance for your participation. We’ll be in touch soon to let you know when the refund options become available.
The eBay Returns Experience Team

The returns resolutions pilot program is recognition of the fact that some shoppers who experience buyer’s remorse lie when they initiate a return request, claiming that the item they received was damaged or otherwise “not as described.”

EcommerceBytes has received reports that eBay is telling sellers it will no longer investigate reports of buyer returns fraud – specifically cases where a buyer returns an item different from the product they received. Check out the EcommerceBytes Blog for more information and to leave a comment.

Comment on the EcommerceBytes Blog.

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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). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.