Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Sun Jan 9 2022 11:08:06

Did eBay Extend Holiday Returns without Telling Sellers?

By: Ina Steiner

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Did eBay extend the holiday return period for buyers without informing sellers (and buyers)? A baffled seller reported that a buyer who made a purchase on November 22nd was allowed to open a return request on January 8th and said they had no option other than to accept the return or refund the customer.

"I tried to get an answer from eBay reps but they tell me to wait until January 14th because there is a 5 day seller response period they have to wait out before they can step in," the seller wrote in their post on the thread titled, "Return Request From Order More Than 30 Days Old."

After getting advice from a colleague to try contacting eBay via social media channels with a private message, the seller reported getting a different customer experience on Facebook:

"In follow up... I contacted them on Facebook and someone replied IMMEDIATELY to me. They were SO very helpful and closed the case. They said it was part of the "extended holiday return period which you may not have been made aware of". 

"I was not aware of this, which may have been my error in missing a post or announcement about it but I appreciate that someone ACTUALLY was able to help me."

While the eBay rep responding on Facebook provided a better experience, they also mentioned extended holiday returns. The seller continued:  

"Yes, Facebook was a HUGE help and fast! They said it was part of their "extended holiday return period" which is why there was no option to decline. 

"It is crazy to me that no other customer service agent had this answer for me. 

"It's Facebook only for me from now on."

Meanwhile there's no secrecy about Amazon's practice of extending its return period during the holidays to make it more buyer-friendly. In September, it announced that the Amazon Extended Holiday Returns Policy for 2021 would cover most of the items purchased between October 1 - December 31, 2021, making them eligible for return through January 31, 2022. 

But the reason for offering extended returns is to give shoppers more confidence *during* the holiday shopping period, with the hope of increasing sales. If buyers didn't know about an extended return period, then eBay and its sellers would not have benefitted from such a policy.



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Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

by: ValueAddedResource This user has validated their user name.

Sun Jan 9 11:27:58 2022

An askeBay rep on Twitter confirmed for me last night this is in fact an unannounced pilot program testing extended holiday returns "in some regions and some accounts."


https://bit.ly/3G9LSgE

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by: pace306 This user has validated their user name.

Sun Jan 9 13:37:05 2022

ebay mafia rides again!

Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

by: Snapped This user has validated their user name.

Sun Jan 9 18:33:44 2022

This is what to expect from a ‘venue’ that has unilaterally decided to have no regard for the ‘independence’ of any who would pay them to market seller inventory.  eBay has decided those items are theirs to sell or not, to refund or not, to aid and abet fraud or not.  

Stir in a healthy dollop of complete lack of communication between any of their ‘teams’, and between them and what passes for eBay CS - from an organization that would judge YOUR communication with ‘their’ buyers no less, and that’s a nasty tasting recipient for complete seller disrespect.

Did you want fries with that too?

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by: johnny This user has validated their user name.

Mon Jan 10 01:13:05 2022

eBay is a train wreck. The FTC needs to investigate this business absolute.  

Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

by: leavingNY This user has validated their user name.

Mon Jan 10 05:11:57 2022

This is very unfair to do this and over ride a sellers return policy without notifying the sellers. I have had 4 return requests made after my 30 day return policy and since I do not use facebook and twitter I don't get any preferential treatment. When I was on facebook three years ago, and I went to facebook for business and complained about a problem I was having, Ebay then blocked me on Facebook. Therefore I was censored by Ebay . If Ebay and Tech platforms in the US are OK with censoring me, that is like communism and I won't be on any platform that censors people. Especailly Ebay that I give over 5k per month to. They manipulate their rules and policies to screw the seller. I have stopped getting inventory from China and i will be done with Ebay as soon as my inventory is gone. Sales have dropped over 40% in the past month, so I am not sure how long this will take.  

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by: pace306 This user has validated their user name.

Mon Jan 10 11:03:45 2022

The real problem is the (very evil) TOS.

Ionne - who swears he isnt chasing off small sellers- knows quite well what’s going on.

All ebay has to do is slip ANYTHING into the TOS and by logging on, “you agree to it”.

Of course no one in their right mind wants a longer returns period forced on them - so all ebay does is pretend it never happened - but put it in the TOS so you dont see it.

It’s the same thing with every other slimy thing they do - like money holds

If they told you they were doing it upfront -you would up n leave. But if they sneak it in - there’s nothing you can do because “you agreed to it”.

It’s sneaky, it’s underhanded and it boarders on fraud (if it isn’t outright fraud), but no one cares about eBay small sellers so the abuse continues unabated

Liars cheaters and thieves - today’s eBay!

Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

by: Mazdaman This user has validated their user name.

Mon Jan 10 14:45:38 2022

This is just ONE of the reasons that for the last 4-5 years we have COMPLETELY CLOSED OUR EBAY STORE before and during the holidays.  Initially, we lost some sales as we knew we would, but with multiple venues we're now selling on, including our own website, buyers simply go to another venue and make their purchase from us.

By doing this we avoid the holiday scammers and chronic returners on eBay entirely.

When eBay changes the rules of the game without notifying buyer or seller at all, they're trying to see what they can get away with and how far they can push sellers.

Ebay is simple courting the wrong people now, and there is no reason we should be patient while they try and learn what to do to increase sales for sellers by harming sellers in the long run.

Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

by: ValueAddedResource This user has validated their user name.

Mon Jan 10 18:39:05 2022

In a classic eBay move, despite social reps on both Facebook and Twitter saying this was due to extended holiday returns, community staff today said those reps were incorrect, and this appears to be a one off tech issue....queue the additional coaching.

So much for that better class of support through social channels. 🙄

Perminate Link for Did eBay Extend Holiday Returns without Telling Sellers?   Did eBay Extend Holiday Returns without Telling Sellers?

This user has validated their user name. by: unsuck

Tue Jan 11 14:21:48 2022

It's hilarious eBay continue to usher sellers off eBay's own platform to head over to Facebook for access to eBay's secret ''good'' customer service menu.

This is a strategic blunder on par with Wenig's scheduling eBay-funded sitewide coupons for 15 and 20% off all-too-predictably at the end of each quarter a couple years ago (Wenig/Schenkel then went on to tell investors about how they were reducing this low-value marketing spend, but never really came clean on precisely what was the big spend was behind this gawd-awful, unnecessary, and extremely lazy marketing spend in exchange for GMV growth).

As for this unannounced ''test'' with cashflow-impacting returns and refunds - not something a marketplace should ever do without a conscious and discrete opt-in by sellers.

Jamie Iannone's cute ''we aspire to be the partner of choice for sellers'' sound bite seems more and more of exactly that each day: ''aspirational''.

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by: Geetar This user has validated their user name.

Wed Jan 12 06:23:10 2022

RETURNS AUTOMATICALLY ACCEPTED FOR 5 YRS NOW!



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