|Thu Aug 15 2013 14:29:49|
eBay Forces Sellers into Accepting Returns, Deja Vu
By: Ina Steiner
eBay sellers report they are being switched into what is supposed to be an optional program called managed returns, forcing them to accept returns from buyers for any reason and going against their shop policies. The same "glitch" occurred to some sellers in February.
The complaints began pouring in this week beginning on Wednesday. "Ebay's opted us in to managed returns we did not make this choice," said a seller on one eBay forum thread. "CS say's it a glitch but we are unable to opt-out. This has also been reported on ecommercebytes. You can choose to opt-out in site preferences by choosing NO but it just reverts back to opt-in."
Sellers who were unable to revert the settings were worried about the cost of such a glitch. "I've been trying in vain to change my settings from YES to NO, also," said one eBay seller, "and the darn EDIT button does nothing, even after you're careful to choose SAVE.. If anyone figures out a way to actually change/Edit the YES please do share with the Board, too. Thanks! And how long will this latest 'glitch' last? And what will happen with any forced-upon-us 'managed returns' that may occur in the meantime?"
Sellers are also reporting the problem directly to EcommerceBytes and through the Ecommerce EKG board. "eBay customer service just confirmed that an unknown number of sellers have been opted IN to eBay's managed return process without their consent. Attempts to opt OUT are futile as the system does not accept the input when sellers select NO in the edit preference option. eBay estimates a fix may be 30 to 90 days away. Time frame quoted is unacceptable, but of course, sellers are left with no other options."
On another eBay board, a seller wondered why eBay didn't notify sellers if it was a known issue. "Why don't they post a memo letting sellers know? I think I will put that in the suggestion box. If they have a known technical issue it just seems it would be easier to notify people and let them know they are working on it. They will probably get a thousand phone calls about this today."
We've sent an inquiry to eBay and will update this blog post if we learn more.
Update: 8/16/13: eBay says the problem is only with the settings display - see today's Newsflash story for details.