|Wed Nov 12 2014 16:50:46|
eBay's New System Results in Losses for High Volume Seller
We're a high volume, top rated powerseller on eBay, 500-1000 transactions per month.
I wanted to update you on something in the hope it gets some coverage. eBay's rolled out their new "cancel transaction" workflow. On the surface, it's a great, streamlined process, but there's a HUGE issue underneath it.
Most of our items have free shipping, and we're opted into eBay's managed returns process because, in reality, it's a huge timesaver. We have a 10% restocking fee on returns, mostly to recoup the cost of free shipping in the event of a return.
Under eBay's new cancellation process, if the buyer doesn't go through eBay's managed returns, there's no way to issue a buyer a refund and keep the 10% restocking fee - you either give them a full refund, including shipping, or you lose your FVF to eBay.
We have a dedicated account manager and access to merchant support - merchant support's official word is that they'll make exceptions on a case by case basis, but officially, there's no eligibility for a FVF without a full refund.
This is a huge headache for us, and we have a dedicated team that responds to email over on the eBay side. I can't imagine someone that has to go through a phone call every time to get an FVF - it would literally be hours out of their day to try and convince someone that they should get the credit, even though the transaction hasn't been completed.
Of course, we frequently have situations where a buyer can't be sent through the managed returns process. This is usually due to a "customer service" situation where we are trying to provide a positive customer experience - extend our return policy past the stated 14 days, etc. Other times, a buyer can't figure out how to use the managed return process, so to streamline it for them, we would issue them a manual refund minus our 10% restocking fee, then send the buyer a cancellation notice to recoup our FVF.
None of this works now. The implications are ridiculous - if we want to provide a high quality of customer service, we eat additional FVF fees, or eat the shipping/restocking fees.
In the runup to Christmas, which is where we frequently make the most "outside-our-return-policy" exceptions, it looks like we'll be losing the FVF (or our restocking fee/original shipping charges) for every single item that we can't send through the managed returns process.
Hope you can provide some coverage on this, it'd be great to get some community support to hopefully effect a change. If you do, I'd like to remain anonymous.
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