topic Re: What do sellers think about offering returns? in Selling

What do sellers think about offering returns?

jane-de-cluttering — Tue, 05 Nov 2019 00:38:28 GMT

[Not free returns. And obviously not talking about ‘not as described’.]

I feel under some pressure by Ebay to offer this service, and due to my sales falling away vastly over the last couple of months (everyone seems to be saying that), am considering.

I guess no-one is going to pay to return an item unless they really don’t like it, because clearly they’ll end up out of pocket. But I suppose there is a tipping pointing in terms of value of the item & the cost of the postage.

What have others experienced in terms of increased sales, if any? Or were expenses the only increase?

Are there some classes of items with which it is better to include this offer, than others? Or more high risk?

Thanks for talking to me.

Re: What do sellers think about offering returns?

purplemon18 — Tue, 05 Nov 2019 01:11:43 GMT

I wouldn't do it if the majority of my items were things like makeup that can't be re-sold once opened for health and safety reasons. Other than that, I don't see any reason not to try it, personally I find that almost no-body does a change of mind return if they have to pay for it. I feel that helps keep people genuine.

The problem is that you can never really know whether it is generating extra business or not, and you will always loose some money on every return. So the unanswerable question is whether the extra sales offset the costs. For me at least, I think it does.

Probably helps that I have worked in retail for more than 20 years, so not having a change of mind policy would feel alien to me.

Re: What do sellers think about offering returns?

davewil1964 — Tue, 05 Nov 2019 01:35:54 GMT

I'm not a library, nor a book exchange, so I don't and won't do it.

If somebody only reads a book once, it would still often be cheaper to pay return postage than to keep it. And I would be out fees at the minimum.

Re: What do sellers think about offering returns?

twyngwyn — Tue, 05 Nov 2019 03:06:54 GMT

ditto...I don't offer returns either

Re: What do sellers think about offering returns?

curraone — Tue, 05 Nov 2019 03:28:17 GMT

me too, most of my items are books so I don't offer returns for change of mind.

Re: What do sellers think about offering returns?

jellybirddesigns — Tue, 05 Nov 2019 04:08:41 GMT

I've always offered returns under certain circumstances.

Although the majority of my items are handmade, I do allow buyers to return if they have not used the items in any way and are in the same condition as when they were sent.

I do aprox 1000 transactions a year between Ebay and another platform I sell on and I might get 2-4 return requests a year between the 2 platforms, which is pretty marginal.

Also, those buyers do pay the return postage (I tell them that is due to buyers remorse/change of mind) and no buyer has ever complained when told this. Some buyers choose not to even return the items when they realise that they're going to cough up about $10.00 in return postage as they are required to send back with tracking.

Yes, it's a pain to have to refund and lose that income, however, these items do get sold down the track, and a negative is avoided.

Lastly, if the whole thing is resolved pleasantly to the buyers satisfaction, some do come back and shop with me again and they inevitably keep their subsequent purchases.

I had a look at your shop and the one thing that struck me is that your photography could really be improved which should help your sales. Some of your images are blurry or dark. When I look at your Royal Doulton Pansy Serving Dish for $600, I would never pay that as it just doesn't look visually spectacular. For that price, I would want to see photo's that are a feast to my eyes, not just a dish on a wooden table. Make a visual stage for your items - add flowers and a lovely background, for example. I have attached a picture of what I am talking about.

Re: What do sellers think about offering returns?

brerrabbit585 — Tue, 05 Nov 2019 04:48:12 GMT

I've thought about it just to try and get more visibility from ebay but I don't really think I lose visibility by not having it so I haven't bothered. I don't believe in giving in to blackmail anyway so I'd have to be desperate to offer returns.

A lot would depend on your products but if you sell anything fragile, can you be sure it'll be packed properly before it's returned? Can you be sure it won't be exposed to smoke or dirt?

You might start offering returns and find you still get no more visibility and no more sales. The more people who do offer them, the more ebay will push it. The more we resist it, the more chance we have of ebay being fair to all of us.

Re: What do sellers think about offering returns?

brerrabbit585 — Tue, 05 Nov 2019 05:22:09 GMT

My pet hate is other stuff in pictures, especially if it distracts you from the actual item, as is the case with your photo of the vase. If there's anything else included in the picture it has to enhance the item, not take away from it. The 'frills' might put someone off who would have otherwise liked the item.

Re: What do sellers think about offering returns?

jellybirddesigns — Tue, 05 Nov 2019 06:26:27 GMT

brerrabbit - We will have to agree to disagree. I would always pay money for something that looks like care and attention is taken with an item to show off its best parts. In this case the seller has found a lovely spot and has enhanced the item with supporting decor. They've taken the time to make an item look its most attractive and if I was in the market for a vase, I would be willing to pay the $200+ dollars they're asking (on another site).

You have to appeal to a buyers eyes as they cannot physically examine the item for themselves.

Re: What do sellers think about offering returns?

purplemon18 — Tue, 05 Nov 2019 13:11:23 GMT

never mind, forget this post.

Re: What do sellers think about offering returns?

brerrabbit585 — Tue, 05 Nov 2019 20:27:48 GMT

But you can't see the details of the pattern on the vase in that picture. Showing the actual item clearly is far more important than having pretty 'fluff' in the picture.

Then you run into the problem of people expecting to receive everything in the picture.

Re: What do sellers think about offering returns?

wide-world-of-stamps — Tue, 05 Nov 2019 21:19:54 GMT

I agree with brerrabbit on this one.

While good clear pictures are important, and background decoration/colour can sometimes appeal, the example doesn't show the item clearly as the decoration blends in with the vase.

Although, if it's just the "cover" image, and others show the vase clearly, then there should be no problem.

Re: What do sellers think about offering returns?

lyndal1838 — Tue, 05 Nov 2019 22:24:42 GMT

I have to agree with brerrabbit on this one too.

While it is a pleasing picture overall, the photo is taken at the wrong angle and the flowers on the neck of the vase are not seen clearly.

The camera needs to be lower so the neck of the vase is not shaded.

Re: What do sellers think about offering returns?

jellybirddesigns — Tue, 05 Nov 2019 23:07:32 GMT

In regards to the photo I put up of the vase, it is one of 10 pictures in the series, so the rest do show the item from different angles, positions etc.

The OP mentioned that sales had fallen away and that she was wondering about offering returns and if they were worth the risk to her business to help increase sales. After selling online for 16 years, I can tell you that one thing that that makes a huge difference is the type and quality of photos you present to your potential buyers and I personally feel that if she was to improve her images, she would probably improve her sales without necessarily having to worry about accepting returns.

Re: What do sellers think about offering returns?

springyzone — Tue, 05 Nov 2019 23:11:56 GMT

Just a general reply here, not to anyone in particular.

I'm a buyer. If I were to think of paying $600 for a collectable, I'd be expecting numerous photos, not just one.

I do think the seller would have to try to make it as attractive as possible.

I've been constantly shocked lately, looking at some bigger items where people had clothes or rubbish strewn around the floor near it. or shelves they didn't dust before photographing.

So presentation to me is important. But item details are more so. I'd be expecting about 6-8 photos of an expensive vase, photos that are clear & sharp & show it from all different angles.

Re: What do sellers think about offering returns?

*tippy*toes* — Wed, 06 Nov 2019 05:07:03 GMT

I do offer returns. The reason being, my items are fragile and I wouldn't want a buyer to smash it to force a refund. I'd prefer they return it for a refund. I've had one return in all my years selling, due to the buyer not liking it once she saw it. She packed it well for the return and paid for the postage herself. She went on to buy other things, which she did really like.

Re: What do sellers think about offering returns?

brerrabbit585 — Wed, 06 Nov 2019 05:14:53 GMT

All the pretty flowers do in that photo is emphasise the ugliness of the vase.

You too said your sales had fallen away, so before you criticise others, perhaps you could check your own listings. $9 postage on an item that costs $2 plus an envelope is just a bit over the top. If they buy 2 it'd cost you $3 plus an envelope but you'd be charging them $14 postage.

Re: What do sellers think about offering returns?

lyndal1838 — Wed, 06 Nov 2019 08:31:40 GMT

Ugliness is in the eye of the beholder (or not) but if English Series Ware floats your boat it is a nice item.....but it needs a plain background to emphasize the pattern on the vase.

Re: What do sellers think about offering returns?

countessalmirena — Wed, 06 Nov 2019 09:33:19 GMT

When I buy antiques, I look for photographs from as many angles as possible, plus close-ups of important details. I would expect to see maker's mark / hallmarks, any chips or dents - you know the sort of thing.

Sometimes one can see faked "Hester Bateman" marks over the original... done almost contemporaneously! (HB silverware became hugely popular and very collectable not long after her death.) But the photos have to be very clear and precise, with no fuzzy edges or blurs.

Re: What do sellers think about offering returns?

yeoldecoinco — Wed, 06 Nov 2019 18:39:26 GMT

As for returns, it depends very much on what you sell.

Books and things that can be used and returned (clothes etc) I could see that returns could be very problematic.

As for me, I offer free returns and get very few.

Like most sellers, I absolutely hate and loathe returns, knowing that it will cost time and money.

If people return stuff and it is not my fault, they immediately get blocked, they get to do it just once.

But, it is part of selling and one just has to deal with it.

Besides, as a business, I think that I have to offer returns under Australian Consumer Law.

For private sellers of second hand items, it may be different..

Selling on eBay, I don't believe there is such a thing as "No returns"

If the buyer wants to return it, they will and eBay will help them do it.