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eBay trials new returns options system for sellers

By Dan Wilson March 22, 2016 - 3:48 pm

It’s often said by sellers that when an eBay Money Back Guarantee claim from a buyer comes in, eBay universally finds for the buyer.

eBay is currently undertaking a trial to give sellers more choices about how they respond to buyer claims with the aim of helping sellers get the results they think they deserve, especially when it comes to ‘not as described’ or suspected fraudulent returns.

eBay also says it’s improving the guidance and procedures that are given to the 1500 or so customer support reps who preside over the adjudications.

The trial began in January with a cohort of UK and US sellers and eBay continues to monitor the trial. And here’s what they said to the sellers in the trial about the new options they will have:

“After the item is delivered back to you and you’ve inspected it, you now have additional options to handle the refund. You can proceed with a full refund or, if you feel the buyer chose an incorrect reason for the return, you can decide how to handle the refund through the following options:

“• Give a full refund for item cost and original shipping

• Refund the full item cost, but select whether to:
– refund the original shipping amount paid
– charge the buyer for the return shipping cost
– charge the buyer the restocking fee listed in your policy (this option may not be shown for some international transactions—as some countries don’t permit restocking fees)

• If the item returned to you doesn’t match the item you originally shipped, do not send a refund and ask eBay to help”

Clearly this is a step in the right direction and it will be interesting to see whether it rolls out universally to all sellers any time soon and what impact that will have for sellers.

In particular, enabling sellers to register that the item returned to them is not the item that was sent should be a useful red flag for eBay to use in the background to identify persistent fraudulent buyers.

Tell us what you think of this trial.

  • JC
    1 year ago

    Really good positive change and step in the correct direction

    Im certain though that people will still find a way to complain about this post though xD

    Bottom line is this is a step in the correct direction

    • Dave
      1 year ago

      Yes, a step in the right direction. But they took about 10 steps back when they first introduced the ‘Managed Returns’ which is very far from managed…..

      There is STILL no option to replace the item! If something has genuinely developed a fault, there is a good chance that the buyer still wants what they bought, just a working one.

      It takes so many clicks to find out relevant info about your buyer from the returns page. Stuff that needs adding:

      Purchase date
      Delivery address
      Message history to this buyer
      Somewhere to leave your notes
      Buyers feedback history (so you can see if they’re going to be a pain…!)
      And most importantly, the option to CLOSE a return request (lots of ours are user error).

      With regards to charging buyers for the return shipping, I remember when the managed returns nonsense initially came out and I contacted CS to ‘reclaim’ the cost of return shipping as buyers were sending back non-faulty items claiming that they were faulty (of course!) to avoid paying shipping charges. ‘Sure, no problem….’ said CS, but that never happened because nothing was ever in place to protect us sellers from fraudulent claims, not that CS ever admitted that.

      I lost count of the amount of hours wasted arguing with CS over this. The ‘Managed Returns’ also lost us our hard won TRS until the defect rubbish was scrapped the other month (we sell consumer electronics, eBay buyers seem to like to return lots, unlike our Amazon buyers).

      What happens if you DO charge the buyer for return shipping, as they’ve sent back a non-faulty item, and then they decide to leave you negative feedback. Will that be removed? I doubt it.

      Again, too little too late from eBay, trying to patch up a mess that they introduced with another poorly executed roll out. It grates so much with me as I spent a good 10 years working in returns management. It’s not exactly rocket science to get it right, all you need is a bit of paper and a flow chart. eBay seem to be lacking on the paper front.

    • JC
      1 year ago

      Thanks for proving my point about people will still complain about the post instead of being happy that its finally a positive change

    • tinker
      1 year ago

      positive change ? where? not much changed here yet!

    • JC
      1 year ago

      How is the ability to have more control in how a return is not a positive change?

      How is

      ““• Give a full refund for item cost and original shipping

      • Refund the full item cost, but select whether to:
      – refund the original shipping amount paid
      – charge the buyer for the return shipping cost
      – charge the buyer the restocking fee listed in your policy (this option may not be shown for some international transactions—as some countries don’t permit restocking fees)

      • If the item returned to you doesn’t match the item you originally shipped, do no”

      Not a positive change?

      Certainly isnt negative

    • Tinker
      1 year ago

      Were not arguing abour how positive this may be, its wonderful if it happens ,though the status quo still exists . Nothing new or positive has come our way from ebay so far

    • Dave
      1 year ago

      The point is that it’s a tiny little step, when they need to take a HUGE leap! Positive, yes. Game changer, No.

      Do you really think that once we charge the buyer for the return shipping costs if they’ve returned a non-faulty item to you, that it will result in good feedback?
      Do you trust eBay to then remove any negative feedback received after they’ve been charged for sending it back?

      I seriously doubt that any sellers who are concerned about their feedback, or sellers running at 100% positive like me will even entertain charging buyers for return shipping, even if they are trying it on.

      The buyers still have us over a barrel. Nothing changes in reality.

  • paul bisiker
    1 year ago

    i sold an item and buyer wanted to return he was supposed to return within the 28days which he didnt so ebay told paypal to release the funds back to me…..10 days later the buyer opens a case against me with paypal & now i have to accept the return as the buyer has 180days to open return case due to PAYPAL LAWS NOT eu law which states 28 days…so why is ebay return policy not 180 days like paypal as the buyer has opened 2 seperate cases on the same item…double jeopardy…

  • ProfessionalCynic
    1 year ago

    Probably a gesture to show willing, but will in effect do nothing to change the easily abusable buyer protection policies or how such things are arbitrated.
    As has been said many times before here, eBay couldn’t care less as long as the money rolls in.

  • Dean
    1 year ago

    I appreciate eBay’s efforts to improve the returns process for refunds but they should get their act together for returns for exchange.

    In fashion exchanges are common place but eBay only seems to think that a customer wants to return for a refund.

    A customer wanting to exchange an item opens up a return case (because they are returning the item) but asks for an exchange at the same time. Once the item is received I ship out the new required size but the case stays open because tracking has been provided by the customer, the tracking shows the return delivered back to myself…… and I get hounded for weeks by the eBay messaging system telling me that I MUST refund the customer. All when the customer has happily received their new sized purchase.
    Any unscrupulous buyer could then just pursue the case for a full refund if they wanted to as my items are too low cost to pay for sending the return with tracking. A loophole for buyer fraud if ever I saw one.

    Am I alone in this thinking?

    • 1 year ago

      No Dean you are not alone, we have had the same problem. Customer gets a faulty item and wants it swapped out, however there is not option for sending a replacement on the returns feature. We now have no option but to refund the customer and tell them to buy another one.

      The system is so poorly thought out that it needs to change a lot.

  • james
    1 year ago

    I was shocked and aghast the first time we were presented with that option on a return case.
    – this one was a full refund anyway, but i felt a small breath of hope.

    any of the blatant scumbag conmen returns i’ve had since, dont have any of these options on the return, or they’d have been used.

    if i recall right, we dont quite have the options shown, we have:
    full refund
    choose a refund amount
    ask ebay to step in and help
    (we’re one of the places restocking fees arent allowed)

    • Steve
      1 year ago

      Restocking fees are not allowed but we have a legal right to reduce the refund if the goods have been devalued by the buyer.

      Its a shame eBay does not enforce this part of the legislation it would stop a lot of the buyer abuse overnight.

      EBay wont do anything that will drive buyers away even if the ones who would leave are the ones how are playing the system and costing eBay’s real customers thousands a year the sellers.

  • Andy R
    1 year ago

    A scene overheard in our local post office recently on a Monday morning:

    First woman: I’m returning a dress I wore at the weekend, as Ebay won’t charge me for the return.

    Second woman: Why bother returning it? I just say it hasn’t arrived and get to keep it and get my money back.

    The exact words may have been slightly different, but that’s the gist of the conversation I and a colleague recently heard between two ladies in front of us at the post office.

    Ebay will ALWAYS find for the buyer.

    On the rare occasion they don’t, the buyer will open a paypal case and will get their money back that way.

    Heads, they screw you – tails, you’re screwed.

  • dan
    1 year ago

    i guess the clothes thing has been done in retail for years, eg wear at weekend and then return monday, sadly ebay allow it all to easy on any item, but id hate to be a fashion seller.

    also with regards to the stocking fees, if the items listed on USA ebay, can we (as uk sellers) ask for that, or does it go on the sellers location / business address, or does it simply depend on which ebay country site you list on?

  • Steve
    1 year ago

    Looks like they have finally worked out whet everyone else worked out as soon as the managed returns system was introduced its open to buyer abuse.

    Its a step in the right direction but the damage is done they have alienated thousands of good sellers in to never using eBay again

    Now when are they going to look at the blaitent abuse of the MBG and buyer theft ?

    Example below

    http://feedback.ebay.co.uk/ws/eBayISAPI.dll?ViewFeedback2&userid=dontikas75&ftab=FeedbackLeftForOthers

  • tinker
    1 year ago

    its a minefield for both ebay and sellers ,were mindful that ebay has to control things its their business ,though the across the board approach to every seller we feel is wrong ,
    surely if your a seller with good record plus good feedback you should be allowed to control how you accept returns

    • john
      1 year ago

      NO – don’t get in the mind set its “there business”

      if its there customers they need to take responsibility for them committing fraud.

      if its there seller’s then they need to stop carping on them.

      they do not take responsibility for anything

    • tinker
      1 year ago

      but ebay is ebays business . thats where many sellers get it wrong,
      they think they are owed something, because they have used ebays services to their advantage and now rely on ebay for a living

    • Gary
      1 year ago

      The ebay one glove fits all approach may work for BINS but ebay are an “auction” site. No matter what spin ebay throw at buyers this is the buyer perception. 50% of my BIN buyers refer to “winning an auction” if they need to message me about something. If ebay want to be Amazon they should split the business into two, separate the auction business and give it its own independent platform with terms and conditions appropriate for auctions.

    • Ian A
      1 year ago

      This was my view when they brought in all the big retailers in 2013. We needed ebay to split in two then, an auction site and JD’s mall site.
      3 years on we’ve ended up with an identity crises and being forced down the product identifier route, the reason a lot of businesses chose ebay over amazon in the first place is because you could sell anything without codes.

  • 1 year ago

    This is great I’m also in the same boat with returns we always replace as the cost of getting an item back exceeds the cost of the item, I hope they sort out.this return process quickly on saying that we are not taking Ebay as serious as we used to since the new late dispatch defect in fact the sooner we ditch them the better,

  • Ian A
    1 year ago

    This is positive news

    As Steve said above
    ‘We have a legal right to reduce the refund if the goods have been devalued by the buyer.’

    ebay have been holding sellers to ransom with managed returns and denying the rights that we have under European law / consumer contract regulations.

    They have no right to freeze our funds before the item is returned.

    Professional sellers wont scam people. They should give us our rights, trust us to run our businesses but have stricter regulation /registration processes for sellers.

  • Robert C
    1 year ago

    I hope this trial is including my returns at the moment…

    Just had the following back and forth with a customer (slightly paraphrased to reduce length of post)…

    Customer: “Hi not working can I av refund please”
    Me: “…What exactly is the fault?…”
    C: “No its not working like refund please”
    Me: “…Sorry, I must ask what the fault is…”
    C: “Yes had one week ago at to av refund not working either please once again send me refund”
    Me: “…Please return the item to the following address and we will issue a full refund…”
    C: “No send my refund the other person sent my refund straight away send courier to pick it up, I am not sending till I av refund I will go to resalution centre”
    Me: “…I can confirm the resolution centre will require you to send the item back before receiving a refund…”
    C: “No I’m not”

    Pure poetry.

    • james
      1 year ago

      ebay will still refund him. we’ve been in that boat so many times, and watched them refund conman after conman, it’s actually sickening.

    • Robert C
      1 year ago

      Yes, unfortunately that will probably be the case… and I bet nothing will come out of me reporting them for misusing the buyer protection program as well.

      As was discussed on another tamebay article the percentage of misuse from buyers is substantially different to other marketplaces. It is extremely frustrating but to stop me from ripping my hair out I tend to adjust my business model for ebay to incorporate it as sort of another ebay fee expense… as a seller there’s nothing much more I can do… except leave ebay.

  • Andy
    1 year ago

    I have found the best way to stop eBay from issuing labels for “faulty” items is to set the item weight in the listing to 500KG, whilst I appreciate that this may be seen as not good for a customer, it stops people simply selecting item is faulty for a free label when in fact it gives us a chance to contact the customer and instruct them how to use the item that was not faulty in the first place.

  • Joe
    1 year ago

    Finally something positive from eBay! (from a 9 year + business seller)

  • Julian
    1 year ago

    I sell laptop parts & i have had customers returning totally different items,
    The few times i tried to persevere with ebay support, they asked for pictures of the sent & returned item,
    The items were security marked (UV pen)
    Within minutes of me sending them pictures they refunded the buyer.
    After several calls, messages etc they apologised & said they would refund the seller fee !
    Go figure a complete sham, whats the point even security marking items.

    • Steve
      1 year ago

      I sell the same things we are used as a free supply of parts to diagnose faults and when they get the part they need they do a swap and return their old broken one to us for a refund.

      All a buyer need to do is send a package back the contents could be anything and eBay will refund

      I have had a empty signed for envelop back and the buyer was refunded £30 for a laptop screen photos of the envelope made no difference to eBay all they say is the buyer has returned something so they don’t care.

    • james
      1 year ago

      i received a Royal Mail, second class, envelope, with a “magic tree” air freshener inside.
      eBay took the customer’s word that this one envelope did in fact contain a full bedroom furniture set, weighing over quarter of a ton, and issued a refund for over £1,000, and subsequently denied all appeals.

      they’re completely criminal. literally. there are people working at ebay who should by all rights be in jail.

    • dan
      1 year ago

      i hope you investigated this and took him to small claims!!

    • gerald
      1 year ago

      i would send a letter to all his neighbours on his street explaining the fraud and what a shitbag the buyers is , would be embarrasing getting in your car everyday and the neighbours knowing what you have done
      ebay wouldnt be to happy though i guess

    • Sam O'levski
      12 months ago

      gerald –
      The sad truth is that comments like yours, which is fairly tame advice considering the apparent crime, would get you a total ban from eBay’s discussion boards.
      Things like trying to warn people on ebay about a fake id being repeatedly used as part of a spoof message also gets you banned – what sort of a company uses fear of banning to control us, when far bigger criminals are allowed to con people and break all sorts of ebay rules with apparent impunity ?

    • gerald
      12 months ago

      yes i agree looking back , not the best advice
      take him to the small claims court , this doesnt make sense as you can NOT send 250kgs via royal mail anyway ? 250kg would need to be sent via a pallet and there would be paperwork for this
      i dont understand how ebay have not thought about the weight of the item and the method of the buyers return 2nd class royal mail which has a maxium weight of maybe 20kg , based on this information i think the small claims would be in your favour and the buyer would not even make a attempt to shows his face at the small claim court

  • Andy R
    1 year ago

    If you read the Ebay message boards, something is badly wrong with Ebay again.

    Sales are dying and the checkout is totally broken for many buyers.

    Nothing from Ebay by way of acklowledgement / explanation.

    They’re getting away with it yet again!

    • JD
      1 year ago

      Agree, returns are pretty much irrelevant when buyers cannot buy!!

    • Steve
      1 year ago

      Has anyone else noticed the item location on listings no longer says the town just UK ?

      Another useless change especially if your wanting to collect larger items.

      With sales through the floor for so many sellers something is clearly broken again its now at the point of not been worth selling anymore

      Trying to earning enough to pay the shop fees is hard without making any profit from eBay.

    • David K
      12 months ago

      Interesting – I thought it was just me noticing orders nosediving suddenly after years of consistent, rising sales. I have come to expect eBay to make rash promises to make the site look appealing, which they then expect sellers to meet, however unreasonable (I’m sick of explaining to customers that even the Royal Mail doesn’t guarantee overnight delivery for First Class mail).

      I have even learned to – mostly – stop moaning when they come up with some other wheeze, like extending the returns period for Premium listings since whether I like it or not buyers now expect a corporate, 24/7 service for small-business prices.

      

But if the checkout system really is failing for purchasers that would not only be a convincing explanation for the very sudden huge fall in my sales but would surely be a breach of contract. 

Whatever is happening, eBay is rapidly turning into more trouble than it is worth.

  • Christopher
    1 year ago

    >> a useful red flag for eBay to use in the background
    >> to identify persistent fraudulent buyers.

    One might think putting in 50% INR claims over 50 purchases as a new seller who already has PayPal placing (then removing) holds on their account and multiple sellers phoning in to report them, as a “red flag”. But no, they’re still happily buying away weeks later…

    So goes virtually every bad buyer over the last decade. Hard to see them ever taking things seriously after that.

  • Steve
    1 year ago

    Sales through the floor and today for the first time ever I have had to add funds to PayPal to do refunds for the ever increasing INR claims time to close the shop now after 10 years putting up with eBay working against us its just no longer worth the effort and fees we pay

    Meanwhile Amazon is ticking over nicely and I cant remember the last time I had a INR claim on Amazon guess the two venues have different types of buyer I know where future investment will be heading its a sad day for eBay they really have broken the camel back this time.

  • Gerry007
    1 year ago

    .
    When you are strangling someone & they plead for some air, you let go of the throat a bit to allow new air in, otherwise you kill the patient….

    Sadly Ebay SS/CS have gone the opposite, and hold, indeed tighten their grip…….

    Ebay will kill itself, so get out now!!

    • JC
      1 year ago

      Lol comparing it to killing a person, incredible

    • TINKER
      1 year ago

      not really selling on ebay is a fate worse than death

    • JC
      1 year ago

      Then why do you do it? Or Complain about it?

    • Tinker
      1 year ago

      We do it because it helps pays the bills and feeds the fsmily we complain because we can ,we pay handsomely for the privilege , without complaint nothing would change or improve

    • vespa 1
      12 months ago

      Having read your comments JC you must be an ebay employee as you have no empathy with any of the justifiable complaints sellers have ,just like ebay… what a complete and utter pillock you sound…

    • 12 months ago

      Welcome to the club JC… It’s normally Dan and myself that get accused of working for eBay :-D

    • JC
      12 months ago

      @Vespa 1 Not at all I just think that comparing the suffocation of a human to a business is farcical but to each their own

      There are plenty of justifiable complaints, plenty I have made myself but I can never understand why someone would nit pick positive changes and put a pessimistic spin on them

      I guess im just a positive person but I do try and see a good side to these Tamebay articles as I believe they are portrayed by the authors in a positive way its just the complaints that turns it around

      Also insulting someone on the internet…. lol

      @Chris
      haha I have no idea how you two go through it! Im just trying to pick the good out of something here, trying to read the article in the light I believe it was written in!

    • vespa 1
      12 months ago

      @JC
      ebay needs to change, It needs to take into account people like myself and the majority of people who frequent this forum , Many people like me have invested thousands of pounds in a business which rely’s on ebay to generate sales, they have like me have invested heavily in ebay , However ebay treats us like children at times , shows no respect to us by constantly changing the rules without consultation ,and very rarely if ever listens to us ..We have no say , So when people come on the forum for support and to voice their concerns the last thing we need is a condescending happy clapper like you saying everything is ok , look to the positives … You Pillock …

    • Gerry007
      1 year ago

      .
      TINKER
      We must be dead then & no one told us….

    • JC
      1 year ago

      Exactly, what a crazy comparison

    • Gerry007
      1 year ago

      .
      JC:
      Ebay are certainly Guilty of killing many peoples businesses & aspirations, so the comparison is right….!!

    • tinker
      12 months ago

      chris
      maybe you should take ebay to task more often so there was no doubt? whos side your on

  • gerald
    1 year ago

    yes it is annoying all these INR cases on ebay but its like you get to a stage you accept them as a part of doing business on ebay , a business expense as such
    im not happy about it but i just put up with it as long as i am making a tidy profit on ebay
    its like a insurance company have false claims or shops having shoplifters or store returns ,
    maybe ebay should start red flagging these buyers or make buyers who keep making INR cases use ebay/argos click and collect only

  • Andy R
    12 months ago

    Buyers and Sellers on Ebay are like passengers a bus.

    Except that the Seller has to pay for BOTH fares.

  • Ian A
    12 months ago

    Do the above sellers suffering from INR cases send tracked and signed?

    Dead for me recently too. More enquiries on chrono24 which is saying something. Physical sales good today.

    • Chris
      12 months ago

      You sell watches?
      How safe is chrono24 both for buying and selling?

    • Ian A
      12 months ago

      Hi

      I just use it to advertise then complete the transaction via PayPal invoice or bank transfer depending on buyer choice.
      They have a trusted checkout but it wasn’t set up for UK banks last time I checked and buyers found the offer system confusing

      eBay used to be a massively buoyant marketplace for watches but it seems to have died down and diversified to social media and sites like chrono24. Plus you’ve got huge investment from watchfinder and watchshop to compete with, and ebay is happy to let them advertise on your product listings!

      Focusing on my own site, physical cabinets and having unique/rarer products

    • tinker
      12 months ago

      buyers have got wise they can buy top grade watches from such as Fellows in Birmingham Direct

    • Chris
      12 months ago

      I’m a bit of a sucker for a nice watch.
      I had come across chrono24 but I agree with what you say it isn’t particularly clear.
      Watchfinder is a very good site, but obviously that isn’t a marketplace.
      Physical Cabinets do you mean in other shops/antique type places?

  • Ian A
    12 months ago

    I’ll always use eBay as it’s still a valuable venue for advertising, especially for people searching locally but its not the reliable source of global sales that it has been.

  • JC
    12 months ago

    @vespa 1

    Im not sure if you understand the implications of attempting to change anything on any ecommerce website. Not just eBay of course, but looking at them they change in relation to feedback received, twice a year they do this

    Its impossible to change serious procedures at the drop of a hat for a service as big as it is! Same goes for Amazon

    Same for myself in relation to investing in a business but I made the decision to sell on this platform aswel as many others with the understanding of how frequently the platform will change, I guess you didnt understand that when you started trading

    This is not a high street store, its not stagnant, its an every changing ever evolving online marketplace in an age where technology grows daily, of course they are going to make changes

    Again I will continue to pick the positives as focusing and moaning about the negatives get you no where, IMO. That may not be your opinion but it is certainly mine

    Again insulting someone on the internet…….. lol

    • vespa 1
      12 months ago

      What an obnoxious know all . “I guess you didn’t understand that when you started trading ” That typifies you …..
      The platform should change for the good of the people who invest in it. They should also have a say .
      ebay exists due to it’s members ,those members don’t have a say in regards to the rules which are ludicrous , sometimes bordering on illegal , yet we are forced to comply.. free p&p really ? where do you get that ? it should read postage included , but free p&p no.. That was forced on us so they could skim a little bit more from us all on the postage costs prior to their latest scam of taking a cut from postage costs anyhow nowadays… yup JC ebays great …your right just smile whilst they beat you… positives Mmmmmm.

    • JC
      12 months ago

      “The platform should change for the good of the people who invest in it. They should also have a say .”

      They do indeed, I have seen the platform change over the years compliant to seller and buyer feedback, also not just eBay this happens on other platforms I sell on

      What we have here is just two different ways of viewing updates released by eBay, your way of feeling victimized and picking out what they could still do if there was a blue sky approach, I dont mean for that to come across as an insult at all, its the same way I view certain things but it is certainly not a way I view changes made by a company I have chosen to use to sell my products. The reason I dont view it the way you do is just because I have chosen to take a positive approach, every ecommerce is going to change a lot, a lot of people are not going to like those changes! Roll with the bad and appreciate the good! Nothing more nothing less

      Sorry if this hits a fuse or causes you to throw the toys out of the pram again but in all honesty im just a bit more positive with the changes than the next person I guess! Nobody is stopping you from getting mad or upset about the platform you picked to sell on and you have a right to be mad for a lot of it but I dont see the point in (for lack of a better phrase) pissing in the wind like that!

      :)

    • vespa 1
      12 months ago

      e bay was once an easy platform,, not perfect by any means but relatively easy and relatively fair . However last few years many changes have happened and they are in my humble opinion not in the sellers interest . especially low to medium volume small businesses ,
      Being made to offer free postage and packing or you won’t have a sniff of selling anything is despicable .. taking a percentage of the postage costs if they are kept separate is also despicable .
      The Seller ratings system is ridiculous it is so severe and unfair given the slightest misdemeanour’s , what is the point of trying to aspire to be a power seller to gain a discount as all it takes is a couple of returns escalated, or a dissatisfied or awkward customer, competitor giving poor feedback albeit unwarranted and it’s gone..but I’m sure ebay know that….
      Then there is the biased feedback system, That is a lottery ..
      I have one just now that is typical , poor feedback because the item didn’t arrive on time, when I ask him to confirm the address the one he gives is not the one on paypal or ebays system but an address a few doors down , he forgot he moved and never changed it.. That’s my fault though and the negative feedback is still there I gave up arguing my case what is the point . Or the geezer who bought springs from us and claimed they were lost in post, negative feedback left again to look convincing and he was refunded by ebay , only to come through our web site weeks later and ask if we could supply springs like these with a picture of said lost springs which we only supply in the picture would ebay listen or remove feedback… no… , I’m sure many users/sellers could tell similar sorry tales so I won’t go on however , Don’t tell me to take a positive approach and just accept the downsides after investing thousands of pounds to be treated like a 5 year old,, I find it harder and harder to find those so called positives you talk about I have been on ebay for ten years so I know what I’m talking about in regards to it’s problems.There are many and nearly all aimed squarely at the seller ,As for throwing toys out the pram , why not it’s better than just accepting it and lying back and getting walked over … But then that’s down to the type of person you are …Lion or a sheep ??

  • Ken
    12 months ago

    Re eBay trials new returns options.

    I sold a buyer a ceramic cross and I was then informed that it had a ‘chip’ out of it and ‘it was not really what I was looking for’ so a returns authorisation was given and I paid the £2.99 return postage. 14 days later it was returned and the cross was perfect BUT half of the pre formed polystyrene box was missing and the outer cardboard box was in a mess which has now made this item unsellable as new. Before we give the refund eBay tells us to ‘inspect the item’ so as the item was not in a sellable condition I asked eBay to step in with they did and within 10 minutes they ruled in the buyers favour and gave the buyer their payment back. Immediately I appealed the decision and within minutes the appeal was denied. I have emailed then 6 times over this decision with 6 replies received all spouting the same old waffle. So yet again sellers have absolutely no rights and every decision is made in the buyers favour so even they do adopt this new returns policy it will make absolutely no difference as we just cannot win.

    • vespa1
      12 months ago

      Your correct you can’t win .However it depends on who you speak to ..
      I just spent 40 minutes on the phone (he was a foreign dude between my Scots brogue and his pidgeon English it was hard going !! ) being told that I shouldn’t accept a return right away when someone wants to return an item they bought by mistake .I usually try to do the right thing without escalating it as it effects my seller rating so usually I say yes return it and agree, problem is we offer free p&p so the whole amount is held back till i give refund In full, however I’m told that is the wrong way to do it, Instead I should go to ebay first and explain why I only want to give a partial refund , prior to accepting a return .before that I should message the buyer and get them to agree within the ebay message system that they agree the buyer agree with my terms .They will then look at the message and sort it out and release the funds on hold minus the sending costs if the person has agreed to my terms . Big if but….
      I pointed out to the ebay rep that this wasn’t apparent in the returns process or even an option , He said it’s not but that is the way to get round it … hope this helps somebody else in regards to returns .. Mind I haven’t tried it and the likelihood is another Rep will say ah bollocks mate but who knows… If anyone knows how to manage returns better please let me know , at moment I don’t get too many but it grates with me that i have limited options due to offering free p&p … love it free p&p as if…. ..

    • Ken
      12 months ago

      The eBay returns system is just wrong, wrong wrong. I sold a £29.99 (inc free post) statue and it is being returned as the buyer does ‘not like the colour combination’ (exact reason). The buyer has to pay the return postage as it was shown and described correctly but I must refund the payment as received (£29.99) which means that I lose the signed for postage charge of £3.85 plus packaging etc – thankfully I get very few of these. So yet again all rules and regulations are stacked against the seller – roll on the day when we sellers get a good alternative to eBay.

  • tinker
    12 months ago

    if you dont send a prepaid return shipping label and a US buyer escalates a not as described case even though you agreed a refund and are happy to refund
    they get to keep the goods and get a full refund its just ridiculous

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