topic Re: eBay automatically passing a return in Selling

eBay automatically passing a return

stayhappy72 — Thu, 21 Jan 2021 12:16:59 GMT

How can eBay automatically pass a return, for a buyer who changed their mind, when I did not choose this?

I spoke to them, and they were so thick in their answers, I could not handle it anymore.

They kept telling me that I chose this, then when I proved them wrong they then said eBay does it automatically when you have returns. I kept telling them that never in 11 years has this been automatic. They said I need to cancel the returns all together. But I have never had this, and I asked when did this happen and how can I change this they kept saying cancel it all together.

I spoke to 5 people

Re: eBay automatically passing a return

kopenhagen5 — Thu, 21 Jan 2021 12:39:49 GMT

Your listings state that you accept 30 day returns.

You will need to change your listings to NO returns if you don't accept change of mind returns.

Re: eBay automatically passing a return

gutterpunkz05 — Thu, 21 Jan 2021 13:35:35 GMT

So you have spoken to 5 ebay reps and you still do not understand, that if your listings show you accept 30 day returns, then returns are processed automaticly, no matter what the reason, your return postage policy will determin who pays the postage

Re: eBay automatically passing a return

gutterpunkz05 — Thu, 21 Jan 2021 15:33:24 GMT

You have offered 30 Day returns, on all your sold items , at least as far back as Nov . As such, I am intriuged how you were able to prove ebay CS wrong

Re: eBay automatically passing a return

sandypebbles — Thu, 21 Jan 2021 17:35:28 GMT

You do choose this, as has been said, your listings say 30 day returns

What did you show eBay chat that proved them wrong?

I ask because if the members here don’t see where it is wrong, eBay live chat certainly won’t see it

Just like where you say you take no responsibility for items damaged in the post

Re: eBay automatically passing a return

digital*ghost — Thu, 21 Jan 2021 23:10:25 GMT

@stayhappy72 wrote:

. I kept telling them that never in 11 years has this been automatic.

This change was announced towards the end of 2017, so it has been auto-acceptance for 3 years.

Here's a link to the announcement:

https://community.ebay.com.au/t5/eBay-Announcements/Updated-Automatic-Acceptance-for-Change-of-Mind-Returns/ba-p/2222387

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 18:10:02 GMT

Actually if you click on your link and then towards the bottom right hand side click on return preferences then top right click set basic return rules you will see that you have a choice to set that rule of auto return I changed my mind. I never ticked that choice this is what tried to tell them

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 18:14:41 GMT

It is not the 30 day return I have a problem with. It is the automated return for I changed my mind. If you go to your return preferences then top right click set basic return rules you will see that you have a choice to set that rule of auto return I changed my mind. I never ticked that choice this is what tried to tell them

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 18:32:47 GMT

gutterpunkz05 my 30 day returns other than this current one have never been automatic and as far as no matter what the reason, your return postage policy will determine who pays the postage. You actually do have a choice as chose to have that. There is actually a chose to do so. This is how I proved them wrong gutterpunkz05. Thank you

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 18:39:07 GMT

sandypebbles you do actually have a choice not choice with your 30 day returns If you go to your return preferences then top right click set basic return rules you will see that you have a choice to set that rule of auto return I changed my mind.

What did you show eBay chat that proved them wrong?

I ask because if the members here don’t see where it is wrong, eBay live chat certainly won’t see it

Just like where you say you take no responsibility for items damaged in the post

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 18:58:27 GMT

The link that digital*ghost provided above (by the way thank you) also states: If the seller's policy requires the buyer to pay for return shipping for change of mind returns, requests for returns are accepted automatically. My policy does not, as stated above it says IF THE SELLERS POLICY REQUIRES, not the seller now does not have a choice if they choose to have the 30 day returns.

Re: eBay automatically passing a return

stayhappy72 — Sat, 23 Jan 2021 19:30:39 GMT

I do not know where any of you live but as here in Australia generally, a store does not have to give a refund or replacement if a customer simply changes their mind about a product. Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees. My common sense told me that eBay can not do this automatically when you accept returns. Not only that even if you do not accept returns on eBay you it says you still need to abide by the legislation for returns. Under eBay help it states there that:

Setting your returns rules
EVEN IF YOU DON'T ACCEPT RETURNS WHEN A BUYER'S CHANGED THEIR MIND, YOU CAN USE RETURN RULES TO HELP YOU MANAGE RETURNS FOR ITEMS THAT DON'T MATCH THE LISTING.

Re: eBay automatically passing a return

digital*ghost — Sun, 24 Jan 2021 01:05:14 GMT

You have misunderstood how return policies on ebay work.

You are correct that an Australian business does not have to accept change of mind returns....but you forgot to mention that it's unless they say they accept change of mind returns. If they say returns accepted (even conditionally), then they are legally obliged to uphold that policy.

On eBay, you are provided the choice to accept change of mind returns via the return policy (you don't get a choice about accepting returns for items that are not as described, so your return policy has nothing to do with those situations).

If you select to accept returns, you are selecting to accept change of mind returns.

Perhaps you need to read this page, which (among other things) very clearly states:

If you accept returns, it means a buyer can return an item for any reason, including because they changed their mind or chose the wrong item. Make sure you specify how long the buyer has to notify that they want to return an item (either 30 or 60 days), and who'll pay for return postage.

https://www.ebay.com.au/help/selling/returns-refunds/setting-returns-policy?id=4368

If you do not want to accept change of mind returns, or if you want to have the ability to decline change of mind return requests, you need to change the policy you have to no returns accepted.