eBay Seller Release – Managed Returns
eBay are at last mandating that sellers obey the law and so are introducing a standard returns policy for all business sellers on eBay UK. All sellers will have to:
- Accept returns for a minimum 14 days after the buyer receives the goods
- State who pays return costs
- Accept returns for ANY reason
- No restocking fees
From September sellers will also have to use the two new returns fields to specify the returns period and whether the buyer or the seller pays the return carriage costs.
Managed Returns to make it easy
It basically enables you to manage all returns from My eBay and at the same time gives eBay the ability to protect sellers from buyer abuse as all returns information is fully recorded within the process.
eBay say that by offering a simple clear returns process and policies sellers have seen up to 9% in additional sales. We already have the new fields to specify the returns period and who pays for return shipping, but the new Managed Returns process goes a step further.
There should be less communications with buyers as the Managed Returns process is almost automated for sellers – the buyer prints out the returns shipping label and the seller is notified when the item is on it’s way and reminded when they should have received it.
As a bonus you’ll also get automatic final value fee refunds and there are no relist fees if you use the new process. Of course few of us are worried about relist fees if we’re using Fixed Price multi-quantity listings, but with the new lower insertion fees it’s possible we’ll see more business sellers using auctions in which case free relists are welcome.
In order to use the new returns process items must be sub-10kg, dimensions under 60x50x50cm and PayPal must be used.
Here’s a video of how Managed Returns works on eBay.com (When watching bear in mind that in the UK things like restocking fees are NOT allowed)
Does anyone know cost per parcel for this service?
Cost will vary according to weight/carrier
It says it will be Collect+ and up to 10kg only – hence my question. I was expecting flat rate for this.
If it’s going to be against ebay policy to charge a restocking fee then why does ebay use that as an example in the video?
‘Here’s a video of how Managed Returns works on eBay.com (When watching bear in mind that in the UK things like restocking fees are NOT allowed)’
It says that above the video, I missed that too, speed reading 😉
No restocking fees? Then have reestocking fees in the video, ARRRGGGHHHHH! eBay you make me want to swear! Get it right!
If you had read the article you wouldnt be annoyed.
At 4:13 yesterday I realised my mistake and said so above, speed reading to my detriment, my bad 😉 My apologies
In fairness to eBay, that’s a US video, and restocking fees are permitted in the US.
Are restocking fees common in the US?
Ok, so excuse me if I am being stupid here. BUT this video makes it look like eBay book the parcel in with a courier etc.
Who is sending this, what is the cost?
I dont like the idea that the seller is given no control over their OWN business returns. We all know that some buyers return products when they shouldnt (used etc) – whats going to stop buyers returning a used product and getting an automatic refund just because they have a tracking number through ebay etc.
Whilst I believe there needs to be some sort of RMA system, I think it still needs to be managed by the seller, not eBay.
This is what sprung to mind. I like the automation side of it but what may be good it to allow for the seller to accept the returns, similar to how it is on Amazon.
Who pays the cost will be dependant on the reason for the return.
If it’s a simple change of heart then the buyer will have the postage cost deducted by eBay from the refund.
If it’s a SNAD type return then the seller will pick up the tab.
If a buyer abuses the system (claims SNAD for change of heart) then it can be reported from directly within the returns process.
This has been running in the States for some time and appears to be running smoothly, but remember you have to opt in, you can exclude items and you don’t (currently) have to use it at all.
One major issue with the ebay returns system, is that it forces you to enter a post town and postcode for the return address.
Our return address is simply “FREEPOST [COMPANYNAME]” which ebay do not accept as a valid address.
If you’re offering freepost returns then it makes sense not to opt into the new returns process.
As for simple change of heart eBay will bill the buyer, freepost sounds much more attractive to me with my buying hat on!