eBay UK Seller Release: Mandatory Managed Returns

As previously announced eBay confirmed in today’s seller release that managed returns will become mandatory for all sellers by next year. Today they announced some enhancements to the mandatory managed returns process such as the ability to manage them via mobile and consolidation of all return requests through the returns section in My eBay.

Improvements to managed returns

There’s a new look and feel to the returns flow and eBay have negotiated rates with Royal Mail, so returns are priced from £2.78.

Improvements to returns experience

All return requests will come through the returns section under My eBay selling history but eBay have said they will add ore flexibility to use return labels outside of eBay managed returns.

It should be a simpler way for sellers to to manage return requests and eBay will automatically refund final value fees for remorse returns once the buyer has been fully refunded.

Later this year, returns will be able to be managed from mobile devices.

Benefits

First up and very welcome is clearer after-sales options for buyers aiming to reduce the risk of unintended defects.

eBay will have great visibility and the automatic tracking will give extra protection as part of the managed returns process. It will also give eBay improved insight to help them better understand any problems that might arise. Sellers can report a return or ask eBay to get involved if they suspect buyer abuse.

To streamline the process sellers can set up a ‘refund with no return’ option for low-value items (avoiding being billed the return postage when it’s higher than the item is worth). There will also be direct integration with third-party channel management tools so speak to your provider for implementation time scales.

For consumers there will also be more drop-off points and lower rates with the addition of Royal Mail to the existing Collect Plus arrangements. However consumers will only be offered the cheapest option when the seller is picking up the postage costs, even if it’s not the nearest or most convenient option for the buyer.

Time line

August – October

Some sellers will need to start using eBay managed returns. If you are in this group eBay will let you know
by mid September.

From September

All returns requests will start coming through the returns section in My eBay selling history. For sellers who
are not yet using eBay managed returns, they’ll be able to see this section from September. Sellers will
need to start managing and responding to returns here.

From March 2015

For sellers who haven’t heard from eBay by mid September with a mandate date, they’ll be in touch in March
with a date later in 2015.