Beginning September 14, eBay will automate the returns and refunds processes for sellers actively enrolled in Managed Payments in order to "align the seller experience across the eBay platform."
Automation of returns and refunds saves sellers time, and enables them to process returns faster, eBay said.
However, even if they don't offer returns in their listings, sellers must accept them anyway in some cases, such as when the buyer files a SNAD claim (item not as described). In such cases, eBay automatically provides a return shipping label to the buyer and bills the cost of the label to the seller's invoice, with no impact to the seller's performance metrics.
A seller of furniture had a lot to say about the new policy in this thread on the eBay boards
, objecting to eBay's choice of USPS for automatic returns.
"Why would you switch our UPS and FedEx shipments to come back via USPS at the same time the USPS is overwhelmed, under attack, mid-pandemic, and with an upcoming volume of high-priority mail - for the election - that they already can't promise to deliver."
The seller also questioned eBay's method of determining the cost of the shipping label by using the weight and dimensions of the package: buyers ship back furniture in different boxes for various reasons, including cases where they assembled a piece that the seller had sent disassembled.
"For many of our products, we don't have shipping weights and dims, because different shipments may be packed uniquely based on details no one here cares about," they added.
Sellers are also discussing the new policy on a special board
that only sellers enrolled in Managed Payments can view.
The following is an excerpt from the email eBay sent sellers:
Updates to how refunds, claims and disputes are funded
For your convenience, eBay will now deduct expenses resulting from refunds, claims or disputes directly from your pending payouts. If your pending payouts are not sufficient to cover these amounts we will charge your payment method on file (debit or credit card, and/or linked bank account) within 14 days. Learn more about handling payments disputes and protections here. If you are eligible or active on managed payments, you can find more information about claims, refunds, and returns after you log into the Help Hub.
Starting September 14, 2020: Streamlined returns process
eBay will automate the returns process for managed payments sellers to align the seller experience across the eBay platform, save sellers time, and deliver a streamlined returns experience for buyers by providing them immediate access to return labels and faster refunds. Learn more about this important change here.
As always, for updates on managed payments, please visit the eBay Seller Center for payments. You can join a dedicated private community to engage with your fellow sellers on managed payments here. If you still have questions, you can get more in-depth answers on the Help Hub or request a call from our customer support here.
Some sellers pointed out that eBay is providing just over 3-weeks' notice after having committed to providing sellers 60-days' notice for such changes.
Let us know what you think of the new Returns mandate eBay issued by email on Friday evening, which it inexplicably chose not to post on the Seller Announcement board.