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Mon Nov 18 2013 17:36:03

eBay Return Policy: When the Shoe Is on the Other Foot

By: Reader

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Dear Ina,
I don't allow returns at eBay officially because of the 14-day return period from the time I receive my item. I just don't want my stock wrapped up that long without finality. A 7-day return period would have met my needs and matched my usual custom.

The irony is I have ALWAYS guaranteed a full refund if the buyer is unhappy for any reason, from the very beginning.

Do you know how the eBay return policy works? I wanted to return an inexpensive pair of shoes (more like slippers AND made in China of a mystery material). The seller wouldn't return any postage and charged a 20% restocking fee. I asked eBay if can return them for a full refund. eBay graciously said yes so long as I returned them in 2 days ( I got the email on Sunday):

"You will need to cover the cost of returning the item. Make sure you ship the item by Nov 06, 2013."

The 14-day period appears to run not from the date of receipt (10/31) but from the date of purchase (10/25). That gives me a total of 6 days.

The whole experience, from finding the tiny unexposed "Made in China", to trying to ascertain if the material was actually a recycled paper composition, was negative.

Another irony: if I thought eBay enforced this 6-day return period with any consistency, I would offer a 14-day return period!
Nemo




Comments (32) | Permalink

Readers Comments

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: sasikat9 This user has validated their user name.

Mon Nov 18 19:39:21 2013

I would think that anyone who is going to return something knows well within a day or two that they are going to send it back.

That said....We have a no return policy. If someone wants to return something then they will have to go through Ebay claims before we will accept it...

How funny after over 5000 sales lately we have only had 2 claims and one never returned the item.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: FLIPPER This user has validated their user name.

Mon Nov 18 23:59:58 2013

This isn't a "return" in the classic sense from what you describe i.e.  you changed your mind on wanting the shoes hence the response you got from ebay. As an experienced ebayer shame on you - you should have filed a SNAD, in which case the seller would have to refund all your money.  

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

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

Tue Nov 19 00:01:53 2013

sasikat9 you sell apparel?

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: comet This user has validated their user name.

Tue Nov 19 00:29:14 2013

I don't think the OP was saying that they were uncertain for a long period of time IF they were going to try and return these;  I suspect that they tried to communicate with the seller their displeasure with the product and description and THEN discovered that they did not in fact have the "window"  they thought they had.

And YES they should have filed a SNAD (Not as described)  to recover their money AND alert both ebay and the seller that the merch is sub-standard and the seller is describing an item they do not in fact HAVE to sell.

I would ask tho--was the seller in the US or Europe?  OR was this item coming from China?  And---since I have not gotten any emails from ebay about the actual TIME given to a buyer ie::: 2 days to return!!!---I would love to see a screen shot of this.  Seems--a small amount of time esp if there is a weekend or holiday or if the buyer had to work and could not get to the PO to return these for lets say---3 days.  

Not saying the OP is wrong just curious.  And the few returns I have had several of them have waited FAR beyond that 2 day window----  would LOVE to have eBay's OWN words to call them out with should the situation arise again.

Which---- given ebays DON'T TRUST OUR SELLERS unrelenting message---- will be sooner rather than later sadly.  

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: JustTheFacts This user has validated their user name.

Tue Nov 19 01:40:23 2013

Here is how I read the OPS post.

They bought some shoes they did not like, they want to return them, the seller said okay you just have to pay to return them and a restocking fee, after all that is not free.  I am sure their staff has to check the item back in and then restock it, and it did cost them packing material, as well as the money they paid their staff to prepare and ship it in the first place.

However, the OP feels they should get to do a "Let me see if I like them" on the item for FREE.  They feel they should not have to pay one cent for this privileged.

It seems that they are telling us about their return policy to make sure we know that THEY allow returns for any reason including something like this, which is fine but it is THEIR policy and no one else has to do what they do.

The bottom line is, returns cost money, not just the loss of the profit from the sale but the time and expense that must be incurred to take it back, and the wasted packing materials.

The fact that they even went to ebay shows they USE the same system they complain about.

Yes we know, as a seller ebays policies SUCK, but as a buyer it is a WIN WIN even when it is the buyers own fault fault.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Ed Gadfly

Tue Nov 19 03:56:40 2013

Tough luck to the Seller. Cost of doing business.

Restocking fee? Jump through hoops to meet your "return window" when you print the postage and take your time about getting it out of the door?!? My time is money. I don't have time to waste running back to the post office and standing in line.

Ha! "Say Hello to my little friend, Mr. SNAD."

After I get my money back, you get 1s where applicable and a negative.

"It's not personal, it's business." My time is too valuable to waste it over the shoddy misdescribed imported merchandise like the slippers in this letter.

If eBay thinks the Buyer is a valuable customer, whose time and money is respected, they will apologize and refund the Buyer.

eBay is respected by Wall Street and has been a giant in their field for almost Twenty years. With millions of customers and profitable Quarters, year after year after year, you have to be doing something right.

Ask yourself, "Do I need eBay, or does eBay need me?"

As a Buyer of fine standing, I can tell, just by the way I am treated.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Rexford

Tue Nov 19 07:37:49 2013

OP should go to the nearest department store and look at how many items, including high end designer items, are made in China.

I'm not sure why OP would expect for the seller to pay for the return, but he/she is not unlike most eBay buyers in his/her thinking.  This "conditioning" has been created by eBay.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: FREDDY This user has validated their user name.

Tue Nov 19 08:09:17 2013

IF you buy an item from China on the ebay site do not even think that you can return the item. The cost to return with a signature or delivery confirmation is too high. Usually more than what you initially paid.  They can ship it here practically free because the federal govt (ours) are paying for it. However, they do not pay for it if you are unhappy and want to return the item.
ebay-JD- loves and protects China.
IF you buy an item from a dept store that was made in CHINA-they do not require that you send it back to china-just bring it back to the store. BIG DIFFERENCE?????????

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: MaysLandingMel This user has validated their user name.

Tue Nov 19 08:09:27 2013

The seller does not have control over the size of the print on the return policy details at the top of the listing. I do also wonder what the OP's problem is about China. Not only are most designer items manufactured in China, but most branded items are too. Wish I had your ID for my BBL.  

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Captain Nemo

Tue Nov 19 08:44:19 2013

Not sure the @OP got these policies right.  According to the Return Policy wording on ALL items (that have a policy), it says ''After receiving the item, contact the seller within XX days to return item''.  It's worded like that on every listing.

So the timer begins after you receive the item - and that date is either based on actual delivery date (if available) or estimated delivery date.

Also agree with others - go SNAD if you absolutely need to return something.  You get 30 days after receipt - period.

''If you received an item and it doesn't match the seller's description: You can open a case no later than 30 days after the actual (or latest estimated) delivery date.''

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

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

Tue Nov 19 08:50:34 2013

Between the ever increasing postage fees and the convoluted arbitrarily applied eBay policies - the brick and mortar stores should be kissing the ground both of those agencies operate on.

---------------------------

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: Bidonmine This user has validated their user name.

Tue Nov 19 10:25:46 2013

@sasikat9:
You said "That said....We have a no return policy. If someone wants to return something then they will have to go through Ebay claims before we will accept it..."

I believe that is the worst type of policy you can have when selling on Ebay. The more cases filed by buyers the greater your chance of being banned by Ebay from selling. I believe it is a self-destructive plicy.  

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: minnie This user has validated their user name.

Tue Nov 19 10:38:47 2013

With a "no returns" policy, I have heard of buyers destroying the item so they can return it as SNAD.  Much better to have a 14 day return policy where buyer pays return shipping.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: RCL This user has validated their user name.

Tue Nov 19 11:57:35 2013

Ed Gadfly gets an A+ for reading comprehension. Others not so much. This buyer got the item, was unhappy with the quality (or lack of),and was given 2 days, on a Sunday, to return the item. That seems to be the complaint--the total exchange was 6 days. The actual return period seems unreasonable. A lot of people do not want low end (unbranded) Chinese manufactures because of lead in paint, toxins in pet food, mercury in skin cream, and so on. Check it out: http://www.boston.com/business/gallery/china_watchlist/   At least then you will understand why an informed consumer would not wish to buy products from China if avoidable.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: RCL This user has validated their user name.

Tue Nov 19 12:00:39 2013

Ps this site has even more products: http://www.washingtontimes.com/news/2011/nov/15/chinas-poisonous-expor
ts/

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: evie flackman This user has validated their user name.
Web Site

Tue Nov 19 12:18:51 2013

I can't help but be confused by this post. ''I don't allow returns at eBay officially because of the 14-day return period from the time I receive my item.'' Okay, so you don't allow returns, officially.  Got it.  ''The irony is I have ALWAYS guaranteed a full refund if the buyer is unhappy for any reason, from the very beginning.''  Wha???  I am not surprised to see the topic go OT in just a few posts, but I have to agree with the OP - eBay's return process is becoming less buyer friendly. I received something from China that wasn't even close to being as listed. It cost me some to send it back, but if I didn't also sell and ship internationally, I doubt I would have bothered to try. International shipping can be so frustrating, the average small seller/buyer won't do it. Plus, eBay gave me a very short period of time to send back - I think it was four days.  It took a long time to get to me.  I also missed anything from eBay that opening a dialogue with a Seller also opened a dispute. That was, in my opinion, a definite step in the wrong direction. I always contact a seller if I have a problem and only open a dispute if I can't resolve that problem. Now if I contact the seller, a dispute is automatically opened at the same time.  eBay should change it's policy for returns for overseas items.  But in all of the surveys I get from them, that has never been a subject. I did take part in a recent online 'thing' that paid me $30 to participate and the questions were obviously more about the buying experience and would this or that make it better or worse.  At the end, before the 'host' disappeared, I did ask if eBay had considered reinstating seller feedback. The answer to that was quick and definite.  No. No even thinking about it.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Rexford

Tue Nov 19 14:56:30 2013

Assuming that the seller of the slippers filled out the item specifics, OP should have seen that the item was made in China.  That of course is assuming that seller did so.

Off topic, tt seems like I read that Italy changed their laws so that, if an item is made in China, but made of Italian materials, the item can still have the "Made in Italy" label.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Philip Cohen
Web Site

Tue Nov 19 15:15:09 2013

@Rexford,

It is perfectly reasonable in the minds of the one percent who control everything, and have shipped all their manufacturing jobs to China, that they should then be able to lobby government to allow them to replace “Made in China” with “Made in USA”. This is how the system logically works—for them …

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

by: Steevo This user has validated their user name.

Tue Nov 19 16:20:24 2013

Why in the world would anyone order something shipped from China that might have to be returned?  

That's just ridiculous. I won't even order anything I might need to return from a seller in the USA. Too messy!  Too much trouble. Go buy it locally, then if you don't like it just don't buy it.  

And guess what? If you buy something at Macys, JCPenney or Walmart and you want to return it, you have to get in the car and take it over there!  They don't send you a free shipping label so they pay to have it returned, nope.  They don't send someone to pick up that item from you at their expense, even those huge companies would be out of business by now if they thought that made business sense.

You gotta go over there and stand in line. It's your cost to return that.  Not the sellers.

Ebay is completely out of line, and out of sync with everyone's business goals.

eBay Return Policy: When the Shoe Is on the Other   eBay Return Policy: When the Shoe Is on the Other

This user has validated their user name. by: Tula

Tue Nov 19 17:59:47 2013

@Steevo: I actually got return labels included in my last online order from Macy's. I think the ones from Target and JCPenney had them, too. I don't pay for return shipping on my own products, though I will refund it if there was a problem with the item. Buyer's remorse has to pay, though.

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