Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Nov 7 2017 16:36:04

Questions about New eBay Returns and Refunds

By: Ina Steiner

Sponsored Link

eBay launched new returns and refund practices, as we reported in Newsflash today. A reader suggested we put this on the blog as well, which gets more comments, because they suspect sellers will have questions.

The first is change is called "Automatic Acceptance of Returns," which occurs when buyers have paid shipping costs. 

"If your policy requires the buyer to pay for return shipping in cases of buyer remorse, requests for returns are accepted automatically and we'll provide the buyer with a return shipping label. This only occurs when you're OK with a buyer paying to ship back an item they no longer want.
 
"If you're responsible for the cost of return shipping, you still have three business days to provide your own return label before one will be automatically sent to the buyer. This occurs if you offer free returns or if the buyer has an issue with an item.
 
"No return requests are automatically accepted for items that have no returns."

The second is a partial refund option for free returns:

"Sellers who offer free returns - free return shipping and no restocking fees - now have the option to give less than full refunds. You can deduct up to 50% of the item price if the returned item is damaged, missing parts, or otherwise not in the same condition as when you shipped it.
 
"At eBay, we're committed to partnering with you to provide excellent after-sales customer service. And there are even more ways to ensure the returns process goes smoothly. Visit your return preferences to create rules to automate when you send immediate refunds."

Let us know what questions you have about these changes, which had previously been announced as part of the Fall Seller Update. Anything to worry you going into the holiday-shopping season?

Comments (79) | Leave Comment | Permalink
Readers Comments

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: songe-d-automne This user has validated their user name.

Thu Nov 9 09:52:53 2017

I actually like this new policy. I wish they had implemented this policy when I had the nasty doll buyer who returned an antique doll with a busted leg. I was forced to refund in full at that time. I like the option of saying "Oh, you broke it? No full refund for you".

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: epuise This user has validated their user name.

Thu Nov 9 10:17:29 2017

The site is for SELLING and BUYING.
Why isn't buying UNIQUE items promoted w/ same voracity as RETURNS ?

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Thu Nov 9 12:36:01 2017

@pace
"... it SOUNDS like eBay is being all magnanimous by giving sellers %50 back ... "

Ebay isn't giving the seller anything back.  That has nothing to do with it.  It is the Seller that has the ability to issue a partial refund if they so choose to.  The seller doesn't have to issue a partial refund, they just have that option.

With that said, I don't like how restrictive this part of the new policy is.  Sellers have asked for years for a way to do a partial refund within the return process.  While this one is a start, not all sellers can use it.  And it has lots of room for improvement.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Thu Nov 9 14:40:06 2017

I just had my first return under this new policy.  I suspect it is a Buyer's Remorse return, but I really don't know as the information Ebay provides is extremely lacking.  SURPRISE !!

It reads:

The buyer ------- returning --------. Per eBay's policy, this return has been automatically approved and we've asked the buyer to send the item back. After the buyer ships the item, we'll share the tracking information with you.
See the request details. Please provide your RMA number and confirm your return address by Nov 15, 2017. If you don't, it will be returned to your primary return address in My eBay with eBay's unique return identifier only.
Please inspect the item before issuing a refund. View the return details to issue a refund now, if you like. You must issue a refund within 6 days of item being delivered.

Now when you go to the details, it tells you next to nothing.  It certainly does not tell you why the buyer wants to return the item.  

I am unsure if it is asking me to confirm my return to address because I have two different return to addresses set up on my account and I require an RMA number.  I did both of those things back when they were trying to force all of us into the Managed Returns program.  It forces Ebay to ask me before having anything shipped back to me.  They have to confirm which address and they have to ask me for an RMA #.

Anyway, interesting stuff and I thought others might be interested as well.

Now I'm testing something else since this has happened.  I won't know until I get another return if it will work.  But I went in to my Return Preferences.  The second section is for "Automatically Approve a Return from a Buyer IF:"  In this screen you can pick a $$ value or a $$ range.  I chose $1 or less and I selected all 10 or so of the reasons available on this screen.

From reading the screen, this should prevent what just happened with this auto approved return.  Chances are high that I would have accepted the return from this buyer that I have the current request for, but as far as I'm concerned, that is my decision to make, not Ebay's.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Thu Nov 9 16:03:54 2017

Ebay was confused to like many of the rest of us.  They now have it fixed to my knowledge.  

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Thu Nov 9 16:04:27 2017

Whoops, I posted that on the wrong blog, sorry.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Barbbie This user has validated their user name.

Thu Nov 9 21:01:38 2017

So far this week I have 2 automatically accepted returns on "free shipping" items.
Both are under 20.00 so the 20% restock is not enough to cover the original shipping and
one was "better price" and the other "not needed (27 days after receipt)" so MY policy states that they need to pay me my original shipping on these remorse sales, but ebay accepted these returns and will only give me back a fraction of the cost I am out on these 2 loser sales. So I lose my money on remorse returns is the meaning of this new policy.

Once I am done with all the other busy work they are putting me through, I will be eliminating free shipping on any item where 20% will not cover the shipping and fees.

Apparently the other way if you want to jump through more hoops is to accept that you pay the return shipping and forego your restock and then you can just tell ebay the buyer did something wrong and take all of them for 50%. I am sure some will do it.

Oh and some blue Ocean person called "on behalf of ebay" to talk to me about 60 day returns. I told him no way and hung up on him. As if I would do 60 day returns and this was about 5 minutes after I opened the latest return from ebay that is now "on me". I was a little mad.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Whatever This user has validated their user name.

Fri Nov 10 02:24:52 2017

Once we have all left ebay and they have no one selling there except their coveted chinese sellers - wonder what ebay will look like them

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Fri Nov 10 02:31:22 2017

@barbbie

Well you knew more about your auto returns than i did mine.  Ebay did not tell me the buyer's reason for the return in the original email Ebay sent me.  While Ebay said it was an Auto return, they still had not issued the label to the buyer because I have my preferences stating that I require an RMA number plus I have 2 different addresses set up as addresses for returns to come to.  I did both those things way back when they were going to put all of us into Managed Returns.

That apparently prevented Ebay from issuing the label.  I had to respond to their email and confirm the return to address as well as assigning a RMA number.  Only after I did that was I allowed to see the reason the buyer stated for the return.

I too offer free shipping on lots of my listings.  But on this one it did have stated listing.  And this return was for buyer's remorse.  I also noticed on the screen after I responded with my address and RMA # that it stated the amount of the return would be LESS my original shipping.  Now that is a good thing to know and the right way for Ebay to handle this.  So I was pleased in seeing that.

Your concerns over returns that state free shipping is a good one on buyer remorse returns.  How much was Ebay allowing you to keep?

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: baconsdozen
Web Site

Fri Nov 10 05:55:46 2017

Ebay really is turning into a disaster. My wife bought an item that arrived and was nothing like as described. She is still two months later involved in a dispute with the seller,ebay and poopal about returning it. The seller is one of ebays big box chinese sellers so why am I not surprised?

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Studiolines This user has validated their user name.

Fri Nov 10 16:50:26 2017

@baconsdozen
I am curious on the Chinese dispute. I notice most say 14 day return , buyer pays return shipping. I noticed on one seller that they covered every reason for return except not as described (had been totally been left out) What is Ebay's policy on Chinese returns when not as described  for return shipping to China? Are they forcing the return with buyer paying shipping to China? Does anybody know US/China sale.  

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Fri Nov 10 17:10:32 2017

@studiolines

The buyer pays shipping is on Buyer Remorse returns, NOT SNADs.    

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Studiolines This user has validated their user name.

Fri Nov 10 17:28:36 2017

Thanks Marie, I would guess the Chinese sellers then donot want defective merchandise back then if they have to pay the shipping themselves. Was wondering have a friend that bought clothing that came unfinished.She is upset because she believes she has to pay to ship it back. I will let her know.  

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Fri Nov 10 17:37:46 2017

Studiolines

Make sure your friend files a SNAD = Significantly Not as Described.  She should be fine.  If you have any problems at all, contact Ina and she can put you in contact with me.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: LasVagueness

Fri Nov 10 21:15:04 2017

This must be what if feels like for a child who hails from a broken home and has to contend with becoming acquainted with a slew of parental paramours and eventual step-parents. Each new set of rules is akin to the chaos of an unstable household. How in the world are newbies expected to navigate eBay's labyrinth policies when those same policies pose so much difficulty for established sellers?

I see the light: sell indestructible tools or lightweight, fairly inexpensive merchandise.  

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Barbbie This user has validated their user name.

Fri Nov 10 21:34:49 2017

Hi Marie,
I don't remember if I was able to see the reason before confirming the RMA/return address screen. I have them both set to 20% restock so I keep 2.66 on one and 3.24 on another. Unfortunately shipping on one was 6.30, the other was closer,I think 3.88.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Sat Nov 11 02:59:56 2017

I find much of this interesting.  Some of the same people complaining about this process have, in the past complained about not being able to do anything about Buyer Remorse claims.  They were tired of Ebay forcing them to pay for return shipping, etc.

This process makes the buyer pay for the return shipping on buyer remorse claims.  Plus, it appears that the seller does not have to refund the original shipping either.  I say appears because I have my first return going through this process now.  But the email I received from Ebay after I confirmed the return to address and assigned my RMA # said that the refund to the buyer was for the product amount.  It said nothing about the original shipping.  Now if this holds true, this is GOOD news for sellers.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: Barbbie This user has validated their user name.

Sat Nov 11 08:55:01 2017

Hi Marie,
I don't recall seeing anything about original shipping, neither of them have the items marked shipped yet so not sure how it will work out for me in the end .  But do you use ebay shipping or one of the "preferred" (the approved guaranteed delivery) shipping companies? (I use stamps.com) I wonder if that could make a difference in what we are seeing.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

This user has validated their user name. by: Marie

Sat Nov 11 12:54:18 2017

Barbbie

I don't think who you use to print your shipping labels would have anything to do with it.  Either they are going to allow the seller to keep their original stated shipping or they won't.  

At this point I do not know what they are going to do.  All I know is that on the Return Detail it stated the amount that would be refunded to the buyer once the item was returned and it does not include the original shipping.  It says Estimated Refund $$.  

Now it may say estimated because until the item actually arrives we don't know if it is going to be a partial refund or not.  Or it could say estimated just because Ebay omitted putting the original shipping on the Return Detail screen.

I won't know until I actually wrap up this return.  But I will inform this blog when that happens.

Perminate Link for Questions about New eBay Returns and Refunds   Questions about New eBay Returns and Refunds

by: eBay Shill Buster This user has validated their user name.

Sat Nov 11 14:24:48 2017

eBay and Devin are a joke, they are getting customers conditioned to return items even before they purchase them, all eBay can come up with are moronic programs like Guaranteed Delivery and Seller Hub, in addition to their criminal scheme of cross promoting sponsored ads on sellers listing pages.

What are the benefits to Guaranteed Delivery?
•You will be able to use a filter to narrow down items based on the date and time you need it - no matter what.
•The program provides an additional level of confidence to know when your items are being shipped.
•With this program, if an item does not arrive on the given date, you can request a refund of shipping costs. Additionally, if the item was delivered late and the shipping was free, you have the option to receive a coupon towards your next purchase or return the item completely, free of charge.
•Many items offered through Guaranteed Delivery also ship for free.

FAQs

How does the Guaranteed Delivery search filter work?
To filter listings by a guaranteed delivery date, simply click the toggle at the top of the search results, and Guaranteed Delivery listings will surface in the results.

If you need an item by a specific date, you can also refine your search results to find items that are guaranteed to arrive in a timeframe you select. If you’re searching for an item from your phone, tap Refine to see the Guaranteed Delivery option. If you’re using a computer, you can find the Guaranteed Delivery option on the left-hand side of the page. Then you can pick a date that’s 1-4 days from today’s date. We’ll show you all the items that match your criteria that are guaranteed to arrive within the number of business days you select.

If you don’t toggle on, search results will show a mix of items within and outside of the Guaranteed Delivery program.

What happens if an item does not arrive by the guaranteed date?
If a guaranteed item is delivered late, you can request one of the following recompense options:
•Keep the item and get a refund on the ship cost. Or, if shipping was free, you can get a $5 voucher instead.
•Get a free return label for a full refund of item cost (item cost refund is always paid by the seller) and ship cost.

Click to view more comments
1 2 3 4  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.