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Fri Feb 21 2014 07:48:37

eBay Forces Seller to Accept Return of Used Cosmetics

By: Reader

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Dear Ina,
I am so frustrated at how eBay handles our return policies. I have a return policy only because eBay forced us to create one by holding our discount hostage if we didn't offer a return policy.

Not too long ago, if you were a top rated seller you automatically received the 20% off the final value fees. Then eBay said you had to offer a 14 day money back return policy and 1 day handling. I offered both of these and put specifics in my return policy hoping that would prevent getting used items back.

Well, I have found out the hard way that eBay does not honor our policy. If you have a 14 day return policy basically for any reason you have to take back anything including used items. Since I am a makeup seller I find this unacceptable. Nordstrom, Macys, Saks and many other high retailers have return policies but on their makeup and fragrance items even they won't take a return if it has been used.

I had a customer open a claim stating they did not like the mini perfume they bought. Right there is buyer's remorse which is one of my reasons in my policy for not taking a return. Buyer's remorse is one of the reasons eBay lists in it own information page that returns will not be honored, but if you have the 14 day return policy, your policy overrides eBay's policy.

So basically when I talked to eBay they told me I have to refund the buyer the money even if they send the items back used. eBay said as long as you accept returns it means you accept returns for any reason. So I asked the CSR if I sold a new purse with a tag and they used it for 10 days and took off they tag could they still return it. He said yes and actually went as far as to say that is why he does not offer returns on his items he sells on eBay.

Long story short ... the buyer left a negative and I am out $30.00 for a used item I can not resell. If didn't have the return policy, eBay would have closed the case in my favor as Buyer's Remorse is not acceptable for a reason for return and the negative would have been removed.

So beware sellers...no matter what you put in your return policy you will have to accept a return for any reason and it doesn't matter how the item comes back to you. The CSR did say that eBay does take our suggestions so I am hoping if you as a seller read this and disagree with eBay's policy you will flood them with emails.
Candy




Comments (46) | Permalink

Readers Comments

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

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

Fri Feb 21 08:45:21 2014

Just don't accept returns on those kinds of items - and forgo the 20% on those items (that's how it works now).

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

This user has validated their user name. by: Puck

Fri Feb 21 11:58:43 2014

"The CSR did say that eBay does take our suggestion..."

The only time eBay acts on a seller suggestion is if they see a buck in it.

Otherwise. seller suggestions receive a one way ticket to Drop Dead City.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: gutspiller This user has validated their user name.

Fri Feb 21 12:50:59 2014

I also sell used goods. I'm legally not obliged to accept returns in my country. As everywhere I can't list anything on Ebay without accepting returns.

We've clearly stated we won't accept returns (except if it's defect or we made a mistake). The first I run in a problem an Ebay refunds a buyer without having a right on a refund I'm gonna take this a step further.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

This user has validated their user name. by: Rexford

Fri Feb 21 13:10:02 2014

Rest assured that if it were eBay having to take the return on used merchandise and refund the buyer out of their own pocket the policy would be different.

It is unacceptable for a buyer  to use cosmetics and then return the cosmetics to the seller. What's next?  Used undergarments?

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: rudestar This user has validated their user name.

Fri Feb 21 15:01:39 2014

Everything is returnable on ebay for 45 days.
Anything used is free to the educated buyer, just file a SNAD claim as being more used then described.
Free shipping means free return shipping also, even if your only return policy is buyer pays return shipping costs it doesn't work and you will be punished for trying to enforce it.
All a buyer needs to get refunded is a delivered tracking number to your zip code.
Don't sell toilet paper or adult toys.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: FeelingFroggy This user has validated their user name.

Fri Feb 21 17:25:42 2014

First off let me say my daughter just returned for a full refund an open bottle of perfume...No questions asked.

Second if you want to continue receiving your precious discount just keep jumping for the carrot.

Ebay doesn't care.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

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

Fri Feb 21 18:53:09 2014

At eBay, one size fits all; they are not interested in doing any more database programming work than is absolutely necessary, not even in India …

Then, you have to appreciate that the 20% discount on the FVF may not be that much on an individual sale (unless it’s a faux sale) to the individual seller but, in the grand scheme of things, eBay's, at every opportunity, disqualifying merchants from that discount will add up to a very large sum, and that helps Johnny Ho obfuscate the damage that he has already done to the eBay marketplace. Ultimately, the only thing this fraudster is interested in is the FVF—the whole of it, wherever possible …

Regardless, unless you are one of Johnny Ho’s “preferred” sellers, eBay simply does not care about you … http://bit.ly/11F2eas

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

This user has validated their user name. by: Anonymous Annie

Sat Feb 22 07:26:05 2014

During my final year at eBay, one of the things I realized was that the 20% discount was NOT worth what it was costing me to receive it.

Considering the extra time and effort (and risk) it was--at best--a zero-sum game. But the the reality for me was that it caused more grief and worry and hassle.

My decision to TOTALLY IGNORE the 20% discount carrot was my FIRST STEP toward realizing that I didn't need eBay!  

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: JackieBlue This user has validated their user name.

Sun Feb 23 10:53:52 2014

I guess it varies from category to category.  I have always had a 60 day no question return policy, no restocking fee, even before ebay required it.  I do not get that many returns.  I do get a few, but I auction them off as used/open box, if there are no defects.  I do get the occasional obvious ripoff (customer obviously damaged merchandise) that I have to accept but that is the price I pay for having this business.  It is one of the overhead costs I have to figure in my pricing.   To me, a good return policy just makes sense to give the customer confidence to buy.  If you are just selling thrift store, one of a kind items, then not having a return policy makes sense and the 20% discount is not for you.  

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

This user has validated their user name. by: Ric

Sun Feb 23 13:04:17 2014

OP... You might want to investigate state and local laws regarding returns of open or used cosmetics in your area.

If there are local laws which prohibit the return of open or used cosmetics, obtain a copy of that law and forward it to eBay.

Explain in detail how their one size fits all policy violates local laws in your area, and strongly suggest that eBay revise their policy so that their defective blanket policy does not force you to violate local law.

In the event eBay does not issue an exemption, contact your elected officials and request that they contact eBay with regard to the conflict between their policies and your ability to comply with local law.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: pace306 This user has validated their user name.

Sun Feb 23 16:28:20 2014

As someone stated above - regardless of YOUR return policy - 14 days, 20, 30, 40 - it means nothing - buyers have a 45 day return policy PERIOD.

How/why? SNAD.

Once a customer claims that - you are "tainted". You are OBVIOUSLY a seller who sends out damaged merchandise- and worse - someone who wont solve the probelm/make good.

Who told me all this? Paypal.

How do I know? I called them - when a customer bought an item from me, used it for 3 weeks and then claimed "internal damage".

I asked - what about my 14 day return policy? They told me STFU - be happy we arent telling him to do a chargeback on you. And if you DO get a chargeback - it can be up to 90 days, you will loose the item and the money so be quiet.

I almost fell off my chair.

They went on to explain that there is a LARGE hole (not just in JDs head) but in the return policies between eBay and Paypal.

When eBay doesnt feel like dealing with customers - especially onces that they would have to say NO to (in my case the 14 days policy) they send them to Paypal. Paypals policy is 45 days - always was, always will be.

Doesnt matter what the circumstances are - even if they left you a positive feedback (they apparently dont count - so says Paypal)  (ok if they dont count - why even bother with it all?).

In my last case ..... I got a positive feedback, the customer admitted in the email to eBay that he used a tool to "fix it", and the case was 42 days after he bought it .... ON PAYPAL.

eBay admitted they knew better, but pushed it onto Paypal to make THEM the heavy (and put it on THEIR books).

The case (this or last) should have been eBay cases NOT Paypal ... but eBay being eBay is always up to its dirty tricks - make the buyer happy even if wrong - out of the sellers pocket.

In my LAST case - I threatened to sue and they backed down - I got the money back and since there was already a positive feedback - I was golden.

THIS time - theres no positive feedback prior t the SNAD complaint - and Paypal "appriciates that I care about my buyers and will eat the cost of the item should it come back in any condition less then perfect" ... yeh right.

It should straight out be - on eBay purchases - eBay rules only (you need to open a case there and commnicate there), off eBay transaction, issues via Paypal. But since eBay is more crooked then the Mafia, Yakuza and "if you like your doctor/healthcare you can keep it" ... that doesnt happen.

eBay/paypal dont care what the item(s) are - perfume, undies, headphones (theyve been IN someone elses ears) - they only care about making the buyer happy.

Shame on eBay and Paypal!

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: LinneyPinney This user has validated their user name.

Mon Feb 24 00:05:49 2014

I accept returns not for the lousy 20% discount, but because if it don't my search standing is lowered.  eBay is a hostile place for sellers to be. The constant advertising of returns and guaranteed satisfaction has created a monster that is called the eBay customer. My eBay store is 16 years old and my etsy store is almost 1 year old. Etsy is catching up to the dollar volume of eBay fast.
eBay to me is like being stuck in a really bad abusive marriage that I cannot afford to leave. Let me tell you though, I am working on it everyday and look forward to the time in the near future when I will not have to tolerate the abuse of eBay and these thoughtless customers. Etsy is so much nicer. I just opened my shopify website and am building my 11 Main store. One day soon, I will be free of eBay!

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: PowerSeller2007 This user has validated their user name.

Mon Feb 24 00:07:13 2014

If Omidyar's first sold item was a cosmetic lipstick and it was returned to him open and used, then ebay won't have been born!

LIFE as we ebay sellers now are would have been very different.

If I were to travel back in time, I would surely convinced Omidyar to sell brand new lipsticks.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: Sunflower This user has validated their user name.

Mon Feb 24 00:12:22 2014

I agree with Anonymous Annie. The carrot isn't worth it. Ebay can stuff their 20%. Too many buyers buy and try and then complain and want their money back. It is just simply not worth the aggravation.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: sosmarystyles This user has validated their user name.

Mon Feb 24 01:17:57 2014

I had a buyer claim ''item not described'' on a software item in a dispute.  I accepted a return even though the buyer was incorrect.  The buyer returned my item ''damaged'' by destroying my product to a nonsaleable condition and Ebay still refunded his payment!   There was absolutely no seller protection whatsoever!  Seller protection at eBay is pure BS!   Sellers must be vigilant to eBay's Buyer's practices and savvy to eBay's shenanigans to have success -- eBay  always support the buyer and all decisions are designed to bring profits to eBay.  

I'm still learning much and this site has been very helpful, thank you!  

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: FREDDY This user has validated their user name.

Mon Feb 24 03:31:40 2014

Just another reason why sellers are leaving. Called fed up with ebay and their idiotic ways of doing business  as a ''venue''.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: Lorric This user has validated their user name.

Mon Feb 24 07:23:19 2014

Hi..if not eBay, where else to sell online?

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: candy7122 This user has validated their user name.

Mon Feb 24 08:43:12 2014

I have read the comments and understand it is my choice to take off my return policy.  I would lose approx. 100.00 a month and my search status would be lowered (supposedly).  For me 100.00 a month is a lot to lose.  I don't have a 100.00 worth of returns a month.  In fact I am so detailed in my listings that I only have 3-4 returns a year at most.  My return policy is so stringent that I am able to get most buyers to back down on wanting to make a return.  My fear is that this ''buy and try on Ebay'' attitude will become wide spread and then I will have to stop my return policy.  As you all have said Ebay or Paypal won't stand behind us ...so why not have the return policy and try to recoup some of the money that they are unjustly giving back to the customers.  We know that Ebay only cares about the bottom line but when customers start sending back items in droves and they have to refund the FVF then maybe they will get a clue that they need to revamp the return policy.  One last thing ...while on the phone with the Ebay CSR (at the highest level...appeals) she mentioned that it is against FDA regulations to accept returns on used cosmetics.  She also stated that it is against Ebay policy...so why make me take a return?  She told me to post that in my listings to try to stop returns.  Go figure.

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

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

Mon Feb 24 09:13:42 2014

Just shaking my head.

                                     

eBay Forces Seller to Accept Return of Used Cosmet   eBay Forces Seller to Accept Return of Used Cosmet

by: kec This user has validated their user name.

Mon Feb 24 09:18:15 2014

I have a return policy that states I do not pay for return shipping. So what does the scamming Ebay buyer do? They break the item and claim since it arrived broken, I must pay for the return shipping. I use to take pictures of all my items along with the invoice before shipping but I have found it much simpler to leave Scambay!

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