Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Wed Apr 13 2016 13:41:22

Is eBay's 30-Day Returns Mandate Too Onerous?

By: Ina Steiner

Sponsored Link

eBay's top sellers have less than 3 weeks to change their listings if they wish to continue to receive the benefits of the Top Rated Sellers program. On May 1, eBay's 30-day returns mandate will take effect.

While sellers can retain Top Rated status even if they don't comply with the returns policy, the advantage of maintaining TRS status is to receive two benefits described on the eBay website:

- The Top Rated Plus seal (Top Rated Plus seal) displayed prominently.

- A 20% discount on final value fees (this applies to the final item price only, not to shipping charges).

In tomorrow's newsletter (available now), we take a look at some sellers' reactions to the policy - some think this a one-size-fits-all policy that makes sellers vulnerable to bad buyer behavior. Others believe 30-day return policies are more appealing to online shoppers and increase their sales.

What do you think of the policy, and are you ready for the May 1st deadline?




Comments (55) | Leave Comment | Permalink

Readers Comments

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: comments This user has validated their user name.

Wed Apr 13 14:17:39 2016

I am firmly against being forced to take a no questions asked return policy. Especially when considering that buyers cause lots of trouble by making returns for dumb reason. For example. "My son/dog/pet llama bought the item". OR the dreaded rock in the box. Sellers need some discretion!!

Sellers should be able to charge restocking fees. In the current climate buyers just circumvent restocking fees by claiming SNAD or threaten bad ratings.

On the flip side though Even with today's 14 day return policy but 30 day dispute policy...returns have already been 30 days. When a buyer claims SNAD on the 15th day onward you still have to refund or risk ebay refunding for you if you lose a case.

So effectively nothing changes as a result of the 30 day policy.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: FeelingFroggy This user has validated their user name.

Wed Apr 13 14:34:08 2016

Not being carrot jumpers....Our 5 stores will continue using NO RETURNS.

When Fleecebay wants to get in our wallet with their SNAD crap we fight tooth and nail. Most of our SNAD's cheaters don't even try to return the item after getting a return label. All of our auction contain the phrase " Items must be return in original packaging" don't know if it helps or not.

We refuse to bow and jump for the weak soft carrots that Fleecebay offers. If they want us to do all that garbage I have news for them " We accept all volunteer help at all times. They are more than welcome to apply. Till then keep their noses out of our businesses."

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

This user has validated their user name. by: The End

Wed Apr 13 17:57:47 2016

ONCE AGAIN : I visit a favorite Ebay vintage category that last had over 75,000 items listed only to find a Stinkin' 100 items.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

This user has validated their user name. by: iheartjacksparrow

Wed Apr 13 18:19:01 2016

Forcing a 30-day return window is crazy. A buyer should know within hours of receipt if the item is what he/she purchased and if it can be used as intended. Giving a buyer 30 days to use and abuse something, and then getting all their money back, is just asking for trouble.  

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: pace306 This user has validated their user name.

Wed Apr 13 18:57:03 2016

1) eBay is just copying Amazon. Any original ideas, thoughts or decisions are long over (circa 3007 or so)

2) eBays 1 size fits all policy is just wrong, it makes no sense in todays world

3) 30 days is not needed - if you own an item for 2 weeks - that should be enough time to figure out if its defective or wrong

4) sellers shouldnt have to be the bearer of a manufacturers warranty (thats why its there)(though eBay knows most won thonor it since they dont want their items sold on eBay)

5) eBay doesnt understand that sellers of new goods (like me) run into issues when 30 days are mandated since alot of manufacturers and distributors are REPAIR ONLY or cap returns quarterly/yearly

6) everything eBay does is always on the backs of the seller - managed marketplace my @$$

7) why should hard working sellers loose discounts just to suit liar buyers? what would happen if a seller promised priority shipping and then switched it to first class because they didnt like where the customer lived (or some other nonsense) Is it fair to take away discounts for no reason - why the threats eBay ???? you dont like people threatening you!

8) ebay allows and condones fraud and theft from sellers with this policy - why eBay?

9) why is the policy ALL or NONE ie "if you agree to take returns you have to accept ANYTHING back?" is this 2016 or 1995?

10) which experience stunted genius thought this would be a good idea?

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: pace306 This user has validated their user name.

Wed Apr 13 18:57:48 2016

* typo - circa 2007 not 3007 (im not a tool/fool)

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

This user has validated their user name. by: Marie

Wed Apr 13 19:00:29 2016

Stating a No Return policy on your listings does not mean you have a no return policy on Ebay.  Every seller has to adhere to the Money Back Guarantee policy, so every seller does have a 30 day return policy whether they like it or not.  This isn't new, it is just how Ebay operates.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

This user has validated their user name. by: Marie

Wed Apr 13 19:10:50 2016

It should be said that much of the confusion about how returns and return policies are handled on Ebay is mostly due to the inconsistencies of how Ebay CSRs deal with them.  I have all too often ran into a CSR that completely goes against Ebay's stated policy on one thing or another.

If you state your return policy in or on your listings, then Ebay should back up that seller as long as what the seller states is reasonable.  Things like no buyer remorse returns, or it has to be unopened, or in the same condition as sent, etc.  

I have had CSRs tell me I'm OK to refuse a return for Buyer's Remorse since my return policy states that and I've had a CSR say the exact opposite.  Their confusion and lack of training spills over and creates seller and buyer confusion.

My return policy is really pretty much like the Ebay's Money back guarantee policy.  The MBG excludes buyer's remorse and things not in the condition sent.  And so does my stated policy.

I am changing to a 30 day return policy, but for me, I don't sell in some of the hot button categories like many of you do.  Fashions, Jewelry, Vintage, Electronics, etc.  Those are high return categories.  I respect that for you this issue is much different than for many other sellers.

http://pages.ebay.com/sellerinformation/tips-for-selli
ng-online/effective-ebay-listings/return-policy.html

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: Volvo351 This user has validated their user name.

Wed Apr 13 19:13:21 2016

Interesting, isn't it, that eBay doesn't even discount the FVF gouge job on shipping costs to TRS sellers?

That has to be some sweeeet money-making scam!

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

This user has validated their user name. by: Marie

Wed Apr 13 20:07:17 2016

@volvo351

They never have.  

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: LucasBuck This user has validated their user name.

Wed Apr 13 20:36:09 2016

If the buyer paid by PayPal, they have much longer than 30 days to file a claim. And the "No Returns" policy is easily overridden by unscrupulous buyers by claiming the item was not as described. It's always been like this. I'll make the change as necessary to keep my Top-Rated benefits. The 20% discount on final value fees adds up to a good deal of money for me each month. But I also sell items that are rarely if ever returned regardless of the time frame so it doesn't affect me. It's similar to selling things that the Chinese don't sell. You have to change with the times and work with the system but if you do, there's money to be made.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: mcposty This user has validated their user name.

Wed Apr 13 23:16:32 2016

How about they fix search, and actually get sales for their sellers, then they can nitpick policy.

Oh wait, only china matters


God I hope amazon loses the lawsuit against them regarding fakes.

If you allow china to sell anything, ots 99% of the time fake.

Solve the problem, dont allow china to sell on us sites.





Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: shut1968 This user has validated their user name.

Wed Apr 13 23:55:39 2016

14 Days, defective or damaged only, won't be switching to 30 days, our eBay fee's are usually well over $1500 a month now since the increase in listing fee's so I'm sure we could benefit by getting the 20% of FVF but considering how I won't list with same or 1 day shipping time we don't get top rated benefits  anyway so it makes no difference to me. I decided long ago to keep it at three days no matter what to fight the unrealistic delivery expectations given to customers by eBay.  

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: the paper gallery This user has validated their user name.
Web Site

Thu Apr 14 00:18:22 2016

Some day over the rainbow E-Bay will "HELP"dealers who brought them to the dance…in another world maybe.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

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

Thu Apr 14 00:25:54 2016

From a seller's perspective, ebay has one job and one job only: get my products in front of eyeballs and makes sales. Anything else is just blathersmite.

I opened an ebay account in 1997, saw ther furby and beanie craze, jay and marie's one cent cds, and the hords of great sellers who built up ebay businesses - only to be kicked to the curb by Meg and John's great China 'Diamond' seller influx...

30 day mandatory return? Bite me. I'll run my business as I see fit - and not how a venue that doesn't perform it's #1 function very well any more demands.

Am I sounding rebellious enough? :)

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

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

Thu Apr 14 00:28:51 2016

Given that eBay sales are "distance" sales, there is a responsibility on sellers to accurately describe their item(s); regrettably, some sellers don't accurately describe their goods, and therefore the buyer should always have the option of returning an item that is genuinely SNAD.

As far as eBay is concerned, they have long demonstrated an indifference to all forms of petty fraud on buyers—as long as they get their higher FVF therefrom.

Regardless, there can only be one reason for eBay now pandering to buyers by enforcing 30-day returns, for whatever reason, on everyone—eBay is hurting—and deservedly so ...

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

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

Thu Apr 14 00:31:18 2016

So glad we left feebay.  They have not learned their lesson and still shaft the seller that made them what they are.  On a new auction site, it does take a little marketing on Facebook but more people see our items now than ever did on Feebays so called search.

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: macsbaby This user has validated their user name.

Thu Apr 14 00:31:40 2016

I quit selling on ebay when they gave paypal 180 days. Whats the difference? Form an ebay union....get enough to join and get together by quitting, you might be able to get something done. Otherwise...quit complaining as it will do no good. Take action other than lip service. I cant be held hostage for 180 days....1 item can literally sink a months worth of profit in antiques and art. Why do my customers need 30 days...much less 180? Ebay will continue to run over sellers, at sellers expense, until the cost of whatever policy it is ends up costing them profit and actually is able to get past the whitewashers that lie for ebay's bookkeepers. What happened to that shift to ''collectables'' that was mentioned about 6 months ago?

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

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

Thu Apr 14 00:32:30 2016

so glad we left

Perminate Link for Is eBay's 30-Day Returns Mandate Too Onerous?   Is eBay's 30-Day Returns Mandate Too Onerous?

by: expertbenefits This user has validated their user name.

Thu Apr 14 00:43:41 2016

If the items are inexpensive that would be okay provided that if items are returned broken they defend us. Problem is that they can then go to Paypal or credit card & do a chargeback. It does not happen too often however if an item is $2000 to 7000, and they went over their budget 30 days gives them too much time with an expensive item.

I don't get why gold & silver coins are treated differently that gold and silver jewelry particularly with expensive gemstones. Also most people are discussing how eBay is not as busy & retail in general is not doing so well so this would be a bigger hit to sellers, not to eBay of course. They say well we risk losing  final value fees but that's nothing compared to losing an item & the way some customers return fine jewelry is ridculous. In an envelope with thin bubble wrap when it came in a box with a priority mail box to them. They may send back 1st class without even marking it fragile in a brown envelope. Just more issues to deal with for a longer time frame. There are enough rules thrown at us to begin with and being top rated takes a lot of hand holding and customer service.,

I am not pleased with this at all and they did not give us enough time to digest this.  People were on vacation & come back to see this huge change and it is HUGE. it puts all the risk on the seller. Also the way people comparison shop they may buy something of a certain stone for a birthstone then it goes on sale later so they return our item or try to negotiate a discount or say that they are having surgery or their dog is so must return the item Not happy about this at all. Option would be to move expensive items on website but many do look at eBay for unusual fabulous jewelry at so much less than anywhere else. They still want deals deals deals.

Most of us are just small or one person businesses so we don't have the muscle to do this or the backing.  These unilateral decisions without considering sellers is mind boggling. They are losing sellers, raising fees then threatening those with great customer service to do even more.  

Click to view more comments
1 2 3  [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.