EcommerceBytes-NewsFlash, Number 3160 - September 25, 2013     2 of 5

eBay Launches Money Back Guarantee for UK Shoppers

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eBay has launched a program called the eBay Money Back Guarantee, a new name for eBay Buyer Protection in the UK. The program is designed to ease people's minds when shopping on eBay UK, and in its announcement on Tuesday, eBay wrote, "We'll guarantee the item you ordered or your money back."

While it may be designed to encourage more shoppers to make purchases on eBay UK, sellers are likely to be concerned that the language of the new protection policy could encourage buyers to feel free to return items for any reason, even though the policy says it does not cover buyer's remorse. EcommerceBytes covered some of the concerns sellers have about eBay's returns policies and practices in Tuesday's newsletter.

With the new program, eBay promises shoppers that if anything goes wrong with a transaction, it will make sure they get the item they wanted, or else eBay will refund buyers in full - including postage costs. Some caveats: buyers must use PayPal to pay for the items to qualify for the eBay Money Back Guarantee; they must open a case within 45 days of payment; and the items must have been paid for with a single payment.

eBay explained how the process works:

  • We'll review the information provided and get back to you within 48 hours;
  • If you haven't received your item we'll refund you in full (including postage costs), using PayPal;
  • If your item was not as described, we'll help you with the returns process, and then refund you in full using PayPal.

eBay explained that once it confirms an item was returned to the seller, it refunds the full cost of the item and original postage to the buyer via PayPal. "The seller reimburses us for the amount," it explains.

eBay also notes that the eBay Money Back Guarantee is not a product warranty. Details and the fine print can be found on the eBay website.

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About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.


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