Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Sun Aug 20 2017 20:16:46

eBay Surveys Sellers about Returns

By: Ina Steiner

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eBay is surveying sellers about a change it may make to how sellers provide details about their return policies. A reader sent a screenshot of a survey "asking how I feel about getting rid of returns/ instructions box. They want to get rid of it and substitute a check box pre written return policy. So everyone's is uniform."

Here's the question eBay asked:

"eBay is considering replacing the "Additional return policy details" open text box with a drop-down selection with pre-defined additional return policies. Which of the following return policies would be important for eBay to include if we moved to a pre-defined drop-down selection?"

And here are the options it provided, asking sellers for their feedback on each:

- Instructions on where to ship the return

- In-store returns available

- Timeframe in which return must be received to be accepted

- Additional fee(s) to be paid by buyer such as return shipping or a restrocking fee

- Courier pick-up available

- Instructions about how payment refunds are processed

- Detailed steps to be followed for initiating a return

- Number of days it takes to process the return after receiving it

- Condition in which item should be returned - such as unused, in original packaging, tags in place, etc.

What would you think if eBay no longer allowed you to display your own customized text under the "Additional return policy details" field and replaced it, having sellers fill in a series of fields instead?




Comments (28) | Leave Comment | Permalink

Readers Comments

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

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

Sun Aug 20 20:55:56 2017

Executives run surveys because they are too stupid or too lazy to read their own forums where all the data of what sellers think and thought about eBay was supposed to reside and is searchable, they are so dense that they have deleted relevant threads, even entire forums from public view, eBay is a disgrace in more ways than one to all sellers.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

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

Sun Aug 20 21:33:59 2017

More ammunition to use when filing complaints with the IRS that we are unpaid ebafia employees.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: iheartjacksparrow

Sun Aug 20 22:10:02 2017

We all know where this is going to end up: "You spoke, we listened." Then they add whatever insane policy they want to force sellers to accept.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: eXtinctBay

Mon Aug 21 00:04:15 2017

This may actually work- there will be clearly defined terms that a prospective buyer can see before purchasing an item.

Of course, three things must happen before a program such as this could be a success:

(1) The buyer must ACTUALLY READ the return terms.

(2) When something is returned missing parts, or is not in the same condition, the requirement that it is returned just as in the photos must be enforced. Same goes for late returns. If a buyer cannot send something back in 30 days, then their right to obtain a refund should be forfeited.

(3) There has to be a method in which a buyer cannot claim fake SNAD returns just to avoid the cost of return shipping and / or a restocking fee. And eBay should have a quick resolution process in these cases, and not be afraid to slap a buyer on the wrist when they break the rules.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: Marie

Mon Aug 21 02:28:32 2017

Well this may not be such a bad idea, IF Ebay is really going to make buyers adhere to the stated policy.  IF Ebay were to allow the exceptions they offer in the MBG to sellers during their stated return period, things would be much better for most sellers.

More specifically, when a seller has a stated return time frame stated such as 14 days.  Ebay expects the seller to accept returns for ANY reason during that 14 day period after the item is received by the buyer.  It doesn't matter if the seller states a return policy on their listings that may exclude buyer remorse returns, if a buyer wants one in the 14 day period because the seller has a 14 day return policy, the seller can be forced by Ebay to take the return.

Not so if the claim happened on day 15 or 16 after the receipt of the item because the return policy auto reverts to Ebay's MBG terms and condition.  And under the MBG a seller does NOT have to accept a return for Buyer's remorse.

So if this proposed plan includes enough options and most certainly Buyer's remorse and IF Ebay is going to actually enforce those options if the seller wants to, we actually could be better off than we are now.

It will be interesting to see how this unfolds.  I know it has peeked my interest.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: FeelingFroggy This user has validated their user name.

Mon Aug 21 05:30:47 2017

Why does anyone use that box. Its a waste of time. Doesn't matter what you write in it. EBAY WILL OVERRULE EVERYTHING TO THEIR TERMS......SELLER WILL ACCEPT ALL NOT AS DESCRIBED PERIOD. Ebay would be better off just deleting the box or putting those terms in it.

This is just another survey to give the noise a feel good moment when in reality Ebay could care less what they want. RETURNS ARE MANDATORY, AND SELLER WILL PAY SHIPPING.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: toolguy

Mon Aug 21 06:14:49 2017

Make all returns to:

(seller name) - attn: Devin
2065 Hamilton Ave, San Jose, CA 95125

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: FeelingFroggy This user has validated their user name.

Mon Aug 21 07:05:04 2017

@toolguy

Not a bad idea. As when we have to pay for a return we just toss it in the can when we get it back as most of the time its opened and used. No sense in getting all bent out of shape. So we just refund as per what Fleecebay wants and toss the package.

Better if we just refund the buyer, Blocked them and have the return sent to Devin. SO FUNNY

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: dans parts This user has validated their user name.

Mon Aug 21 07:18:31 2017

I wonder if by implementing this, they will do away with the option of "NO returns".

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: angryllama This user has validated their user name.

Mon Aug 21 07:20:05 2017

ONE thing jumped out at me .   " Courier Pick-Up Available "    YEOW !!!    What an INSANE thing to even make it out of ANY committee of Rational Adults.

To my eyes this falls into the same category as Lead Balloons  or  Screen doors on Submarines.  

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: Chicago48 This user has validated their user name.

Mon Aug 21 08:16:38 2017

i like the idea.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: QueenMab

Mon Aug 21 09:18:43 2017

And yet another way Greedbay is looking to stick it to Sellers. How about addressing returns to the Attenion of:  Devin Wang, "Uncle Griff" and Stockholders.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: pace306 This user has validated their user name.

Mon Aug 21 09:40:38 2017

They have no idea what they are doing - they still send me nasty emails about returns when they know (case notes) that the item was damaged in global shipping.

Until sellers have more control over returns ..... it's all hot air

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: epuise This user has validated their user name.

Mon Aug 21 09:57:51 2017

Returns... is this what it's about, now ?
Working 6-7 days, selling items, then having to pay to get them back, used/broken ?
I thought we're "selling" on eBay to earn a living.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: Docinmd This user has validated their user name.

Mon Aug 21 10:23:07 2017

It could be very simple, but ebay will never design it this way:

Have the list of return requirements. The last [or first] item on the list is:
''Click here to see seller's return policy for this item'',

If seller elects to click this possibility, all the other return requirements are deleted, leaving ONLY the seller's specific return policy.  This way the lazy sellers can have a check list, and the sellers who want to write their own policy can do so.
Problem is, ebay will never give up that much control!  

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

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

Mon Aug 21 11:32:41 2017

I do not use ebay's return policy box, I have see description listed in it. I put my own return policy in the description because ebay's return policies are not compatible with my business. NObody needs 14 days to determine if a blouse fits or not.So mas long as they allow us to put our own specifics in It does not matter.  What does matter is if ebay trys to force mandatory returns.  Especially with NEW WITH TAGS clothes because once shipped we consider returns used and dont sell them so its a total loss.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: RL15 This user has validated their user name.

Mon Aug 21 11:49:24 2017


way to go devil, alienate the small sellers even more.

whatever fleecebay does with the "return box" is just noise.

the super secret ever changing policies will cost the sellers.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: Don Wagner

Mon Aug 21 11:57:28 2017

Some sellers have the most insane return policies (we have all seen them - a twelve word item description plus six bold-face paragraphs of "rules") and I would love to see this marginalized through some standardized. Let's face it, eBay will likely just do this anyway and say they listened to us.

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

by: mcposty This user has validated their user name.

Mon Aug 21 13:01:35 2017

Oh God no..each seller has different return rules there is no way to be u inform unless their plan is to force a one size fits all return policy.

No thanks!

Perminate Link for eBay Surveys Sellers about Returns   eBay Surveys Sellers about Returns

This user has validated their user name. by: Marie

Mon Aug 21 13:07:30 2017

@futervest

Putting your return policy in the description portion of a listing use to be the ONLY way you could even state a return policy details.  The when Ebay would make a change to the return policy rules, sellers had to edit each listing separately to comply with whatever the change was.  For sellers with only a few listings, it wasn't a big deal.  But for those with 1,000's of listings it was a HUGE problem.

This happened on other subjects too.  Very little notice from Ebay and the need to change 1,000's of listings.  I remember those times well.  Scrabbling to comply and the hours and hours and hours of work.  I certainly don't miss it, nor would I ever want to go back to that.

With the current set up, you can state what the details of your return process contains.  I do it and so do many other sellers.  Even some of what I state complies with Ebay's MBG but not with what they expect from sellers during a sellers stated return time frame [which is accepting a return for ANY reason].

The helpful part to a seller is that most buyers are honest people and will work with a seller towards a positive outcome.  As long as a seller works things out with their buyer during the REQUEST stage of a request for return, the buyer and seller can come to any agreement they want without Ebay's interference.

Ebay only gets involved and forces sellers in certain situations if a Request is escalated to a claim.  As long as you can steer clear of this happening, it is much better for you and the buyer.

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