Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Sept 19 2017 09:32:55

eBay Forces Buyers Remorse Returns in Fall Seller Update

By: Ina Steiner

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eBay announced its fall seller update in the UK on Tuesday morning, and sellers in the US can expect to see the seller-update announcement appear on eBay.com shortly.

One major change in the UK that's may be implemented in the US as well: beginning this fall, eBay UK will automatically accept return requests on sellers' behalf when buyers change their mind (domestic returns only). For some categories in particular this could be seen as harmful.

eBay UK also announced changes to the feedback system:

Simplifying buyer Feedback

- We’ve visually enhanced the Leave Feedback form.

- You can report buyers more quickly and provide additional information.

But it was shy on details.

Here's the full UK announcement, stay tuned for the US announcement expected later today.




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Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: mcposty This user has validated their user name.

Tue Sep 19 10:11:05 2017

Well..EBay can go to hades

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: angryllama This user has validated their user name.

Tue Sep 19 10:37:12 2017

Is there some SECRET CONTEST within eBay to come up with THE STUPIDEST NEW IDEA ?    Why would they surrender even the FIG LEAF of SAYING they exclude Buyer's Remorse *currently*  ?

OR is this SECRET CONTEST instead one with the GOAL of driving away the LARGEST NUMBER of Current Sellers in the SHORTEST period of time?

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: eXtinctBay

Tue Sep 19 10:45:02 2017

Another update, another round of takeways...............

And with each, sellers of course lose more of their rights.

It appears that a seller will not be able to charge a restocking fee on a remorse return unless it is noted on the listing. I have found that if the restock fee percentage is shown up front to buyers, this is a big turn-off, and hurts sales. So this will be now in the category of ''it's just the cost of doing business'', and I will have to raise my prices to offset these losses. Just the way eBay wants it.

Also, there will be no such thing as a return request anymore- any return will be automatically allowed. And there will be no negotiation as with a mere request message. This will not work well in cases where a seller has a lot of money invested in mailing a package, and needs to explain to their ''changed my mind'' buyer that they must be able to recoup their losses and charge a restocking fee.

The total refund cost that is stated by eBay must be returned when the item is received. And if you do not have a restocking fee noted, you will be out of luck as far as recovering your mailing costs. So, in essence, a seller may have to pay initial shipping even on a remorse return.  

One interesting note is that eBay addresses (or appears to address like always) the issue of fraudulent returns. Hopefully they will finally show a backbone and rightfully punish a buyer when obvious fraud is evident. I still wouldn't count on it.

And they are still adamant about not renewing certain items without identifiers. Even though many of these things have never had, or will never have barcodes (or, in the case of some books, ISBN codes). As I have mentioned before, if the ended items in question are placed into a folder to easily re-list, fine. If not, no seller will start every deleted listing over from scratch every month. This will, in any event, hurt the gross dollar amount of product available to purchase on the site, and not help eBay's already sagging financial reports.

I started selling full time on eBay to escape the corporate rat race, and start my own business. This is, with each update, becoming more and more as if one is working for a company, not for themselves. Face it, we are just independent contractors for eBay, not proud small business owners anymore.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: FeelingFroggy This user has validated their user name.

Tue Sep 19 10:52:00 2017

@ extinctbay

I disagree on the restocking fee. We have 5 anchor stores and have a 20 % restocking fee for the morons who buy but wish to return.

There HAS BEEN NO DECREASE IN SALES. We in fact if someone emails us about it tell them to buy from someone else and then block them. If you don't want to pay a restocking fee then go elsewhere.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: dander This user has validated their user name.

Tue Sep 19 10:59:05 2017

Ebay you provide a service which is to bring customers to me, let me decide my return policy and let me sink or swim on my decision. Quit trying to compete with Amazon.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

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

Tue Sep 19 11:11:47 2017

Does this apply to everyone, or just sellers who offer returns?  I saw the page detailing this issue, but it wasn't clear on that aspect.  If it applies to everyone, what exactly does it mean to select "no returns"?

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: eXtinctBay

Tue Sep 19 11:12:24 2017

@Froggy

I don't have thousands and thousands of items, and cannot afford to tell a buyer to just ''go elsewhere'' if they do not like the idea of a restocking fee.

Soon we will see many more sellers including restock fee percentages on their listings. And most buyers will choose to purchase from the seller who does not force them to pay shipping both ways in case of a return.

No, I do not like the fact that I now will have to cater to those who either do not read a listing or change their mind. But, in my case, I have found that placing a restocking fee percentage upfront is a negative to a buyer, and hurts business.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: toolguy

Tue Sep 19 11:37:26 2017

I have never charged a restocking fee and never will.

I don't buy from sellers who have a restocking fee. . .Never have and never will. . .

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: pace306 This user has validated their user name.

Tue Sep 19 11:54:10 2017

Ina - can you please get clarification on HOW the returns issue will work???

Ie is this for people who "accept returns" or is this for EVERYONE??

LEGALLY here in the USA (UK laws are different) they may NOT be able to do this - unless they modify the TOS and FORCE people to accept returns "as is".

Of course this is a copy of Amazon where returns run rampant. Just ask ANY large seller about how much cr@p they get back and in what condition(s).

Returns can EASILY put sellers our of business - I personally know of 2 MAJOR sellers with 6+ retail stores who were done under by returns.

At some point, eBay will get to that point where they cant go any farther - I guess eBay morons want to see exactly where that line is ......

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: leathermermaid8 This user has validated their user name.

Tue Sep 19 12:02:35 2017

This kind of policy only works for large retail concerns that have this type of loss built in to their bottom line.  The worn/rented clothing gets sent to an outlet, jobber or auctioned off by the pallet load, depending on its value.  Large stores used to maintain their own outlet stores or donate the obviously worn to the Goodwill, with some labels removed.

A small online concern can't do these things and stay in business.  You don't expect to return used clothes to the Goodwill, for instance.  At least I don't.
But many feel that every seller out there should be doing the same things as a Macy's or Nordstrom.  

In the end, the smaller seller may be squeezed out if they are forced to comply.  You simply cannot make buyers read a description, no matter how carefully it's written or show a dozen photos.  And people do change their minds.  

It's just so much easier to impulse buy, decide you hate it and return it than it is when you shop in person.  Shopping in person means the consumer may actually have to think harder about a purchase, even.  Ebay is NOT Stitchfix or Dia.

Hopefully, this will not become a mandate.  




 

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: eXtinctBay

Tue Sep 19 12:30:28 2017

@Pace

''Of course this is a copy of Amazon where returns run rampant''

This is not a copy of Amazon- at least on there we can charge a 20% restocking fee on used return items, and 50% on new items.

If an eBay seller does not note the restocking fee percentage when listing an item, they will now forfeit the right to charge a buyer for shipping when they do not read and understand the listing details, or change their mind.

They are attempting to one-up Amazon, not just merely copy their policies. Same with Guaranteed Delivery and Free Returns. Hopefully eBay will not require all sellers to opt into these two policies in the future.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: sellerchick This user has validated their user name.

Tue Sep 19 12:48:51 2017

@eXtinctBay Where do I indicate on Amazon a restocking fee so it is binding? Can I actually get away with that in the face of an A-Z claim if a buyer takes it that far?

Been so snake-bit on Amazon by PITAS that I've been afraid to go there. Thanks for your help.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: pace306 This user has validated their user name.

Tue Sep 19 12:49:33 2017

eXtinctBay - you may be %100 correct about the restocking fees (I dont know about it since it doesnt happen to me often)(my returns are "fake SNADS").

What I was comparing was the ZEAL that eBay has concerning returns that they copied from Amazon.

When you sell on Amazon, they expect sellers to match their own policies (insane or not). THAT is the cost of doing business on Amazon (in thier eyes). Yes its dumb - but since its THEIR sandbox .... its their rules.

eBay is a totally DIFFERENT animal ... (one that should go extinct in its present form but I digress). It was supposed to be a place where (with in reason) you could control your own selling space.

Each month with each seller downdate, eBay takes away more and more control by copying Amazons policies - which cant/dont fit it and its sellers.

What eBay DOESNT understand is that THIS issue isnt the problem with eBay and its growth (or lack there of).  Its simply - show all sellers items world wide 24/7/365. No games, no gimicks, no sillyness. But instead they tell anyone who will listen that people dont buy on eBay because there is "UNLIMITED" on each and every rule that exists.

I dont do buyers remorse. If you want to try things out - go shop at Best Buy or Amazon. THEY can afford that game - I like most OTHER SMALL SELLERS can not.

Its simply more shortsightedness by people who never sold anything, who dont know anything, who make mandates that make no sense.

The ultimate question is - why cant a SELLER have buyers remorse on eBays crappy service? Cant print a label? item not listed - THAT is buyers remorse (ok its fraud too but no one seems to care) .. why cant sellers get money back on eBays crappy service? Its OK for buyers but not for sellers.

As usual, shame on eBay

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: eXtinctBay

Tue Sep 19 13:20:41 2017

@sellerchick

The restocking fees are Amazon POLICY. And if a buyer admits remorse when returning an item, they have waived their right to a full refund, provided Amazon follows their own rules. And they shouldn't win an A to Z claim for the amount that was not refunded.

I do not know if they stand by the 20% restock fee on used items or 50% on new items returned, since I have never had an A-Z claim. And of course, a buyer can file a negative or neutral feedback if they do not agree with having been charged a restocking fee. Whether it is within the rules or not.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

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

Tue Sep 19 13:48:33 2017

Gad, I HATE this company.

WE built this "playground" and ebafia had better understand that we can destroy it further.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: Gemz This user has validated their user name.

Tue Sep 19 13:56:05 2017

What Ebay needs to do is fire EVERYONE that comes up with these stupid ideas! Ebay is a poster child for stupid ideas! We don't take returns but in our listings we say if a return has to be made at our discretion then there will be a 20% restocking fee to cover shipping to them (we offer free shipping on 99% of our items). If they inquire about it even the slightest, we tell them to buy elsewhere and we block them. These buyers are as bad as Ebay is and if that's the kind of customer they want as a buyer then they can have them and some other poor sap can put up with their crap! Usually the ones that want to return are parts swappers, thieves, and losers of which almost all of them already knew that they were returning the item before they even bought it to begin with!

If Ebay keeps this up someone else is going to come in very soon and take over the company or open another venue and then you will see Ebay policy change when they are not making their street expectations (which as all overinflated bullcrap anyway since they way they figure out profit wouldn't fly in the eyes of anyone in accounting 101!!!)!  

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

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

Tue Sep 19 13:56:13 2017

All sellers should move all their listings to NO RETURNS.

Do not worry about eBay excluding your items from search, they will not do that as they need every seller at this point, the marketplace sales are flat, do not fall for their bluff.

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

by: epuise This user has validated their user name.

Tue Sep 19 14:31:37 2017

no wonder Hal Lawton jumped ship...
MACY'S has return RESTRICTIONS...

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: Marie

Tue Sep 19 14:43:41 2017

I don't think that is completely accurate.  What I see is a conflict in their Q&A section for returns on Seller update.  I doubt that surprises anyone, but I think there is more to this subject and that it may not be as bad as other posters currently think it is.  

For example, From the Q&A:
When do return requests qualify for automatic acceptance?
To qualify, return requests must meet one of these criteria:
"Buyer doesn't want the item anymore" (return reason codes include "doesn't fit," "changed my mind," "found a better price," "just didn't like it," or "ordered by mistake")
Requests meet the seller's listing returns policy
The return is domestic and will be shipped within the US
The buyer pays for return shipping
The return is not an exchange or replacement request

Then another question:
Will eBay accept "Not as described" return requests on my behalf?
eBay will not immediately accept "Not as described" return requests for you, which include:
Doesn't work or defective
Doesn't match description or photos
Wrong item sent
Missing parts or pieces
Arrived damaged
Doesn't seem authentic
However, if you offer free returns or the buyer claims an item is "Not as described" and you do not respond within three business days, eBay will automatically accept the return and provide a label to the buyer (when available). You may also set return automation rules to automatically accept “Not as described” return requests in your return preferences page.

If I offer free returns, will a return request be automatically accepted?
If an item has a free returns policy, the return will not be immediately accepted. You have three business days to manually accept the return and select the return shipping label option for your buyer. You will also be responsible for the cost of the label. If you do not approve the return request and select a label for your buyer within 3 business days, eBay will automatically approve the request and provide a label when available.

Now this question an answer need more clarification by Ebay IMHO.
Will eBay automatically accept return requests outside my policy (or outside of eBay Money Back Guarantee policy) on my behalf?
eBay will not automatically accept return requests if they are outside of your returns policy or the eBay Money Back Guarantee policy. You will need to review and accept those requests as necessary.

Now the above statement/answer is in direct conflict of some of the other info I posted here.  My return policy and the MBG both EXCLUDE Buyer Remorse claims, yet in the info above it says that a Buyer's Remorse Request falls under this new return policy.  We certainly need to get this clarified so we know what to expect.

Also the above info will help some to better understand what the heck Ebay is doing here.  They are still allowing sellers the 3 day window in which to respond to the buyer's Request.  That is NOT different than what we are currently functioning under.  

Perminate Link for eBay Forces Buyers Remorse Returns in Fall Seller Update   eBay Forces Buyers Remorse Returns in Fall Seller Update

This user has validated their user name. by: Rexford

Tue Sep 19 15:10:27 2017

Toolguy says "I don't buy from sellers who have a restocking fee"

Thank God!  Mine will be going up to 20%.

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