Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon Sept 22 2014 20:40:02

eBay to Make Return Button More Prominent?

By: Ina Steiner

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Some users believe eBay is going too far with its Money Back Guarantee policy and its requirements that sellers offer generous policies, such as returns. The latter issue is particularly sensitive, and eBay has told sellers it will opt all sellers into its managed returns program (Hassle Free Returns) next year - not to mention the controversial Extended Holiday Returns policy.

A seller spotted a change on his buying account that indicates eBay could be making a change that would make the ability to request a return more prominent.

"OMG is eBay insane?? I just logged into my Buy Account and there's a huge blue button next to every purchase that says Return this Item. Instead of the usual feedback button and drop-down menu underneath."



The seller continued, "I mean it's BIG and it's BLUE and it's one of those things that says, "Click Me" as though you'll win a prize or something if you click it. What is this company THINKING???? Do they not realize this is a selling site? This is HORRIBLE marketing psychology, telling buyers to return when they didn't explicitly ask for return information. If eBay had anything between their ears, they would leave it alone or put a button that says this: BUY MORE."

What do you think - does putting a big "Return this item" button next to purchases on buyers' Purchase History page make sense? Should eBay keep the "Leave feedback" button there instead?




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Readers Comments

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: LDS Brother

Mon Sep 22 21:33:40 2014

Never in my life have I felt such anger towards anything like I do eBay for the continuous assault on sellers !!!!! You SUCK Donahoe !!!!

Here we go folks !!!
Why do you want to return this item? ( eBay asks the scumbag buyers/liars )

   --Select a reason--
1.    It's the wrong size or doesn't fit

2.    I don't need it anymore

3.    I found a better price elsewhere
   
4.    It's defective or doesn't work

5.    It doesn't match the listing

6.    It's missing parts or accessories

7.    It arrived damaged

8.    It's counterfeit or fake

Yer buyers are fake eBay ! And no good liars !

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: iheartjacksparrow

Mon Sep 22 21:35:10 2014

I just checked my account, and I still have the "Leave Feedback" button. Maybe I'm still considered a seller, even though I haven't sold anything on eBay since January 2008.

I'll take a wild guess and say that this is part of the new plan whereby you can return anything paid for through PayPal for up to six months. eBay certainly wants to make it easy for all their scamming buyers to get their money back.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: Philip Cohen
Web Site

Mon Sep 22 21:52:39 2014

I just watched a David Attenborough-narrated documentary titled "Frozen Earth", I think; in it was a scene of a frozen river with a frozen waterfall; the ice is starting to melt; you then see the ice forming the frozen waterfall collapse and this avalanche of backed up broken ice starts cascading over the waterfall; apparently the people living downstream brace themselves every year for this event. eBay is going to give, presumably their non-preferred, merchants this thrill every day, apparently …

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: stevel This user has validated their user name.

Mon Sep 22 23:00:21 2014

I have had this button used twice this weekend. One, right after a purchase had been made and one after an item had been received. Of the reasons that can be selected, it looks like 5 or 6 will generate defects, consistent with reducing the 20% discount sellers.
Mine bought items still show the FB button big.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: Cloud This user has validated their user name.

Mon Sep 22 23:03:58 2014

It is one thing to make it easier for a buyer to return something when needed and quite another to practically push them to the mail box. A link the size of the others listed is fine. A BIG BOLD BLUE box is like screaming RETURN IT, RETURN IT.

Ebay is no longer my primary money maker and it's quickly losing second place. The way things are going I may just stop selling on Ebay altogether regardless of whether I am still making a profit or not. It's just too much of a pain to keep up with all the changes and the ignorance.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: connie t This user has validated their user name.

Mon Sep 22 23:04:07 2014

I asked CSR about returns and was sent the following:

Eligibility

If the seller is using eBay hassle-free returns, you can use it to return an item if:


•The seller listed the item on eBay.com



•You want a full refund or replacement item, not a partial refund or exchange



•You paid for the item with PayPal



•Both the seller's return address and your address are in the US.



•The seller listed the item in a category covered by the eBay Money Back Guarantee



•You haven't opened an eBay Money Back Guarantee or PayPal Purchase Protection case, or requested a chargeback on the credit card associated with your PayPal account.



•We haven't suspended you from using eBay hassle-free returns


Things to keep in mind:


•Follow all return time frames.



•Start a return by the time specified in the Return policy section of the listing.



•Ship the item back to the seller within 5 business days of starting the return when returning an item for a refund.



•Ship the item back to the seller within 5 business days of starting the return when returning an item for a replacement. We'll start sending you reminders if you haven't returned the item after 5 business days. If you haven't sent the item back after 30 days, we charge you for the second item.



•Make sure that you're returning the item in the same condition as you received it. See the item condition policy for returns for more information.


Return shipping charges

Either you or the seller is responsible for return shipping charges, depending on the seller's return policy and the reason for the return. In most cases, sellers require that buyers pay for return shipping, but some sellers offer free return shipping—check the Return policy section of the listing. If you're returning an item because it isn't as described in the listing, the seller is responsible for return shipping charges.

When you're responsible for return shipping charges, we charge your PayPal account if you ship the item using our shipping label. The first time you use eBay hassle-free returns and you're responsible for return shipping charges, we ask you to accept a billing agreement to authorize payment for these kinds of charges.

When you want to return an item using alternative shipping arrangements and the seller is responsible for the return shipping charges, contact the seller to agree on the service and cost before returning the item.

Return shipping charges when using eBay shipping labels

Returns are shipped using USPS Parcel Select, First-Class, or Priority Mail—whichever is the most appropriate for the cost, package weight, and delivery time. In some instances, return shipping charges may not be based on the actual weight of the package, but an estimate.

Return shipping charges are based on rates negotiated with USPS. These charges may differ from actual rates to ship an item and are subject to change.





Package weight

Shipping service

Shipping charges


5 ounces or under

USPS First-Class Mail

$2.50


Over 5 ounces, up to 13 ounces

USPS First-Class Mail

$3.00


Over 13 ounces, up to 1 pound

USPS First-Class Mail

$4.50


Over 1 pound, up to 5 pounds

USPS Priority Mail

$7.75


Over 5 pounds, up to 10 pounds

USPS Priority Mail

$13.00


Over 10 pounds, up to 20 pounds

USPS Priority Mail

$25.00


Over 20 pounds, up to 30 pounds

USPS Priority Mail

$30.00


Over 30 pounds, up to 40 pounds

USPS Priority Mail

$40.00


Over 40 pounds, up to 55 pounds

USPS Priority Mail

$50.00


Over 55 pounds, up to 70 pounds

USPS Parcel Select

$65.00


Unknown weight

USPS Priority Mail

$13.00






Refunds

Refunds are automatically adjusted for any applicable restocking fees or shipping charges.

When the item isn't as described:

If you return an item because it's not as described in the listing, arrives damaged, or is missing parts, then your refund is:

Total purchase price plus original shipping equals total refund

In these situations, the seller can't charge a restocking fee and the seller pays for the return shipping charges.

All other returns:

If you return an item for any other reason, including if you've changed your mind about a purchase, the seller keeps any restocking fee specified in the listing Return policy.

In these situations, your original shipping charge usually isn't refunded. Check the listing Return policy for specifics on shipping charges. You also may pay the return shipping charges.

For this type of return, in most cases your refund is the total purchase price, including item cost, sales tax and other charges, less:


•Original shipping (unless specified otherwise in the listing Return Policy)



•Restocking fee (if specified in the listing Return Policy)



•Return shipping (if specified in the listing Return Policy)


When a return becomes an eBay Money Back Guarantee case

If a seller doesn't issue a refund within 6 business days after receiving a returned item, you can open a case through the eBay Money Back Guarantee. You have 10 business days to open a case after a seller's time to issue a refund (6 business days) has passed.

If you use alternative shipping arrangements, return shipping charges will not be included in any eBay Money Back Guarantee refunds, even if seller agreed to pay return shipping charges.



Replacements

Some sellers may offer you the option of returning an item for a replacement instead of refund. A replacement is an item that is exactly the same as the original item. Exchanges—for a different size or color, for example—are not supported by the return process.

You can request a replacement if:


•The seller offers replacements in the listing Return policy.



•The item arrives and isn't as described in the listing, such as with a damaged part, or the item is defective in some way.



•You are returning the original item and will be getting the exact same item as a replacement.



•The total refund value of the original item is less than $250.00.


Things to keep in mind when requesting a replacement:


•If you're requesting a replacement because the item wasn't as described in the listing, such as with a damaged part, the seller is responsible for the return shipping charges. See Return shipping charges.



•If you're unable to return the item because it's unsafe to ship (such as a ruptured and leaking battery) or broken beyond repair, you'll need to open a case in the Resolution Center.



•The seller will ship the replacement to you within 5 business days of the start of the return process. You can track the progress of your replacement item in the Purchase history section of My eBay. Find the returned item and click View return details from the More actions drop-down menu.



•Ship the item back to the seller within 5 business days of starting the return process. We'll start sending you reminders if you haven't returned the item after 5 business days.



•If you don't ship the original back to the seller within 30 days, you'll be charged for the replacement item.



•If you send the original item back to the seller, and the seller doesn't send a replacement, the return will be treated as a refund.


When a request for a replacement becomes an eBay Money Back Guarantee case


•If you would like to open a case, you'll have 14 days from either the day the replacement was delivered to you, or the day the original was returned to the seller– whichever is latest.



•If you use alternative shipping arrangements, return shipping charges will not be included in any eBay Money Back Guarantee refunds, even if seller agreed to pay return shipping charges.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: Baby Gurl This user has validated their user name.

Mon Sep 22 23:04:40 2014

OMG shabby chick! This is very much what I have been suspecting. Just spoke with myhubby about this yesterday. I do agree and highly suspect

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: Tiffee Jasso This user has validated their user name.

Mon Sep 22 23:20:38 2014

From what I could determine regardless of your return policy or no return policy, you will still have to abide by Ebay's automatic return policy and for any extended time they deem proper.
Also for anything under ten dollars the buyer can keep it and you still give him or her their money back.

On top of those insults, you will get a defect for the buyer returning the item unless they fess up to buyer remorse (Not likely to happen).

The buyer may return an item if they find one cheaper somewhere else and seller will pay the postage both ways (unless it is under ten dollars then buyer gets a freebie) and you will get a defect.

Anything else I have to say on the subject is unprintable.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: comet This user has validated their user name.

Mon Sep 22 23:27:23 2014

I want to return this item because I clicked the button too soon and didn't read the listing and it is the wrong size and color and for a man not a woman----

Said NO ebay buyer ever

Because

Buyer is ALWAYS right even when they are patently wrong

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: Ric

Mon Sep 22 23:28:23 2014

If the Big Blue Return Button does not work, expect eBay to change the color to red.


Unfortunately, eBay sellers are stuck with nowhere to turn for protection from management's disdain and abusive policies.  If eBay sellers were dogs, the ASPCA would rush in to protect them.

eBay management operates under the misconception that sellers have blind and unconditional love for the company and that they can impose their will upon sellers without repercussions. Management apparently feels they can continue to  beat - abuse their sellers to within an inch of their business lives and that sellers will still come back because they are like pets with blind devotion.

Can't wait until they get their wake up call.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: Tiffee Jasso This user has validated their user name.

Mon Sep 22 23:28:23 2014

The shipping you were given is incorrect. First Class mail over 13 ounces is Priority mail nor can I ship 5 pounds to any zone but my own for $7.50.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: WhoKnewIt This user has validated their user name.

Mon Sep 22 23:34:39 2014

Which was the final "straw" for me.  I deleted PayPal as a payment source for my stores....  I left Ebay long ago so I guess I'm finally "free" of them.  If more people would do the same thing maybe they would feel the pinch...

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: mindelec This user has validated their user name.

Mon Sep 22 23:41:22 2014

"Returns are shipped using USPS Parcel Select, First-Class, or Priority Mail—whichever is the most appropriate for the cost, package weight, and delivery time."

so someone shipping a book back to me through ebay's "hassle free" returns will be shipping it priority at double the cost when it should go media.

*sigh*  ebay has become a nightmare.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: val2525 This user has validated their user name.

Mon Sep 22 23:56:17 2014

eBay needs to do something to encourage BUYING not returning.

And I think there may be an error in the blog above, eBay is opting all sellers who ACCEPT RETURNS (not 'all sellers' as stated in the blog)  into the hassle free managed returns program.  Sellers can still choose to not accept returns at all.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: mickeyfinn This user has validated their user name.

Tue Sep 23 01:42:41 2014

And does eBay STILL maintain it's ''just a platform''?

A question: When a product is returned, does the seller get a refund on any of the fees?

I'll take a wild guess and say eBay will still benefit - which leads to a chance for them to glean fees from ANOTHER sale ... of the same item. One wonders just how many times you can sell the same physical item.

So - you can do your best, get used by buyers, penalised by eBay and pay for the privilege over and over.

Maybe it would be easier to just give eBay the money and put your merchandise out in the street for the first passer-by to grab it.

Unfortunately, there are still a few decent buyers out there to make it worthwhile (at the moment) to put up with this - however, all these efforts to make it easier for a buyer to benefit - even unfairly - are going to tempt those who behave because they can't write a bull**** excuse or fear getting caught. I can see that by eBay promoting and ENABLING this dark side of eCommerce they will be increasing the abuse of it.

The headache of running one's own website is becoming more preferable to the eBay migraine.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: Marie

Tue Sep 23 01:57:16 2014

@LDS

The top 3 reasons you listed are NOT considered SNADS by Ebay.  Because of the way they have the policy now written, this gets a bit confusing.

If a claim gets opened for reason 1,2 or 3 it is NOT suppose to cause a defect either.  

But I have to say, Ebay has so many conflicts on the stated policies on the site that it is impossible to figure out what is right and what is wrong.

Spots on the site state that we can refuse to accept the returns for reasons 1,2 or 3.  The Ebay Money back Guarantee specifically EXCLUDES those three reasons.  But if you call Ebay, CSRs, LOTS of CSRs are stating that you have to take a return for any reason.

It is just a HOT MESS yet again and this is such an important subject.  But yet again, Ebay just can't seem to bring themselves to speak clearly.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

by: forrosebud This user has validated their user name.

Tue Sep 23 02:01:16 2014

@val2525

sure, an ebay seller can 'choose not to accept returns at all'... but please see the writing on the wall. The buyer will still one up the seller by simply claiming Not As Described and then you, the seller can also pay for return shipping.  Find another selling venue now, create your own small but sweet website, do anything but wish Ebay would or might represent the seller in a positive manner from here on in... Ebay is cruel and vindictive. Ebay is actually unhealthy mentally (& physically) for sellers who are honest and forthright in their dealings. You might not recognize this until you finally break free or you are dismissed by Ebay for a shipping defect or a Negative you did not deserve in the first place.  

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: Ming the Merciless

Tue Sep 23 02:05:33 2014

This is the B School Gang who consistently shoots themselves in the foot while deluding themselves into believing they're the smartest guys in the room.

They instinctly always choose the worst possible choice.

Need more sellers? Their solution is to abuse, harass, and cheat their best sellers.

Need a higher GMV? Make sellers relist and sell the same item multiple times with the internet's most fraud prone forced return policy because inflated GMVs always impress the blind mice of Wall Street.

Time to liquidate some free stock? Refuse to sell PayPal while Icahn gets a little more control. Deny many times a PayPal spin off. When the water reaches your waist, start a new PayPal spinoff rumor. Do an IPO on PayPal once it's clear thew competition is breathing down PayPal's neck. Then begin the Baingating of ebay sell stock shares for 1.5-2 times their current value on an agreed upon date.

The Ho becomes a multi billionaire overnight.

PayPal faced with stiff new competition? Make new policies making it very unattractive for any seller to use.

I have no idea how it all shake out, but I can tell you for sure it won't benefit us and it will make ebay upper management filthy rich.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

This user has validated their user name. by: Marie

Tue Sep 23 02:07:05 2014

@tiffee

The extended holiday return policy is NOT a requirement.  No one has to offer it.  Or you can offer it on some listings and not others.  But you do not have to participate.

The policy Ebay has had for YEARS about them refunding certain claims without taking the money from the sellers is NOT for every claim under $10.  Ebay only does it when the buyer calls Ebay.  If Ebay doesn't step in by the buyer's request, then the claim is still handled between the buyer and seller.  Again, NOT a new policy.  It may be a new experience for you, but Ebay has been doing this since at least 2007 maybe even before that.

Ebay rules do NOT require the seller to pay for return shipping on a buyer remorse claim, even in the hassle free return program.  And you can help insure that you can deny these claims by doing two things.

Make sure you checked the box that your require RMA #s.  And check the box that says you have multiple return addresses.

If you do that when your preferences for HFRs, then once a claim is opened, you get an email regarding it and 48 hrs to respond with your RMA # and the proper address.  Good way to had off some of those claims and shipping labels.

Perminate Link for eBay to Make Return Button More Prominent?   eBay to Make Return Button More Prominent?

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

Tue Sep 23 03:27:33 2014

So, does anyone have any real, sustainable, profitable alternative to selling on eBay? We are a charity (nonprofit) in the UK and run an eBay used clothing business to help support our work. Thanks to eBay's continuing crusade against the seller, we need to move to a new marketplace. Any great experiences out there please?

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