topic NEW RETURN SYSTEM in Selling

NEW RETURN SYSTEM

auctions-sydney-australia — Wed, 28 Jan 2015 15:43:58 GMT

Who has noticed a large leap in item returns since the new system came into place??

Even buyers getting refunds without sending the items back.

Thats right not returning the item back.No tracking number nothing.

See one case

eBay Customer Support has reviewed the case and made a final decision.
We issued a full refund of --------- on 28 Jan, 2015 to the buyer. As described in the eBay Buyer Protection program, the refund includes the purchase price, plus original postage. This amount will be deducted from your PayPal account or charged to your preferred reimbursement payment method. The hold on this PayPal transaction has been removed. This case is closed.

Decision:
This case has been decided in the buyer's favour.

Comments:
The buyer claimed that the item didn't match the description.

Re: NEW RETURN SYSTEM

harley_babes_hoard — Wed, 28 Jan 2015 20:09:22 GMT

no not really.
I just had a look at your pictures, all that writing all over them is pretty distracting, not in a good way either.

Re: NEW RETURN SYSTEM

chameleon54 — Wed, 28 Jan 2015 22:23:16 GMT

I seem to be having a purple patch at the moment with lost ausie post items, buyers wanting their items mailed during Australia day long weekend and my first return request for an item it appears ( but cant prove ) customer damaged because they did not know what they where doing. Not sure if this is the new ebay system at work or just having a bad few days.

Either way, its doing my head in.

Re: NEW RETURN SYSTEM

i-love-my-sheep — Wed, 28 Jan 2015 23:50:38 GMT

Nope! Not had one single one.

Re: NEW RETURN SYSTEM

no_tv*10 — Thu, 29 Jan 2015 01:27:15 GMT

I have to return my first ever item and the seller wont send though a return label. I called Ebay and if sellers don't send the label within 4 business days the buyer is refunded without the need to return the item. I'm not sure if sellers get the message to tell them abut the label.

Re: NEW RETURN SYSTEM

whiznumber6 — Thu, 29 Jan 2015 02:18:11 GMT

I've had a buyer request a return (for the first time), which I've declined with eBay's approval. The buyer has told me that, despite being denied a return or refund, she'll be returning the item anyway.

Ebay have seen her messages, and advised me to refuse to accept the item when it arrives, or send it back to the buyer. I have the feeling it'll get messy at some point...

Re: NEW RETURN SYSTEM

black*poppy — Thu, 29 Jan 2015 04:30:07 GMT

If the buyer has been reimbursed without returning the item without your consent (as long as you haven't forfieted by not responding to the return request in time, etc) this is illegal and also contravenes ebay's own policy:

http://pages.ebay.com.au/help/policies/money-back-guarantee.html

In particular:

When an item doesn't match the listing description

If a buyer receives an item that doesn't match the listing description, the buyer needs to request a return from My eBay. The seller should address the buyer's concern and offer a solution, such as accepting a return, offering a replacement or refund.

If the buyer doesn't receive a response or solution, or returns the item but doesn't receive a refund or replacement from the seller, the buyer can ask us to step in and help.

If asked to step in and help, we review the item description and any other information about the item that the buyer and seller provide. If we can't determine that the item matches the listing description, if the seller has already offered a return, or the seller's stated return window and policy applies, we may ask the buyer to return the item to the seller.

When an item is returned to the seller

The buyer must return the item in the same condition in which it was received.
The seller is required to accept the return at the same location specified in the listing.
The cost of return postage is the seller's responsibility. For return of items with a total cost of $750 or more, we require signature confirmation.
The seller pays for any customs charges on the returned item.

After confirming that the item was returned to the seller, we will refund the full cost of the item and original postage to the buyer. We require the seller to reimburse us for the amount. When the buyer arranges delivery or picks up the item, we may not refund the cost of original postage or pickup.

If this applies to your case. I would be calling ebay and quoting their own policy back at them. If you can't get any joy from the first CS rep you speak to, demand to speak to a supervisor. This is outrageous!

Re: NEW RETURN SYSTEM

b.bight24 — Fri, 06 Mar 2015 07:57:46 GMT

Good evening, I have now had two returns, and the reason quoted is that it does not fit? I list as much information as posssible regarding measurements, and on one returned item on my listing I said it was a small fitting.

My question to everyone: I have started to add to my conditions, that I will only accept returns if I have made and error, not if the item does not fit or for poor choice.

sI that enought to stop these returns? or is it something that I have to live with. It does not seem right, if the item is perfect but the buyer has not checked the measurements.

To add to this I have had 4 emails telling me that the item is faulty and they want a refund, I have gone into a panic thinking of my feedback and given the buyers the full refund without the return of the item.

I now know how foolish I have been, has any one else suddenly had this problem?

Today after my second offical request and one unofficial request to return an item, plus one who had said that the item is in appalling condition (??) and wanted a refund which I did give to her. I am beginning to think that maybe I should stop selling.

Is anyone else having these problems. Colleen

Re: NEW RETURN SYSTEM

thecatspjs — Fri, 06 Mar 2015 08:48:22 GMT

Coleen, I looked at a couple of your listings and you have an unconditional 7 day return policy (buyer pays post).

If you want to stand your ground against returns for non-fit you need to add a detailed return policy to the returns sections of your listings.

Re: NEW RETURN SYSTEM

lane-ends — Fri, 06 Mar 2015 10:38:09 GMT

Problem is buyers are learning that if they select problem with item, return post becomes sellers cost without any onus to prove there was anything wrong with item. Then seller has two options, pay for return or refund without return. Even if there is actually nothing wrong with it. It is purely buyers say so.

Given my cost price is equal or less than return post in most cases what is the point paying further to get it back, especially if genuinely faulty.

Re: NEW RETURN SYSTEM

lane-ends — Fri, 06 Mar 2015 10:42:32 GMT

re sending return shipping label. How does that work? Do I send an ebay prepaid satchel label ? If so how do I get it addressed to me with buyer as sender? How does that work if buyer does not have ebay satchels?

If it is a boxed return what if buyers packing is bigger than original, label will be undervalued.

Re: NEW RETURN SYSTEM

harley_babes_hoard — Fri, 06 Mar 2015 10:49:28 GMT

I have just been through this, it's certainly not easy. I had to ring ebay 3 times to have my money refunded as seller would not send a return label.

Re: NEW RETURN SYSTEM

lane-ends — Fri, 06 Mar 2015 12:08:46 GMT

Are they supposed to post a label email it or what/?How does ebay police it?..So many questions.

Re: NEW RETURN SYSTEM

magpie13*8 — Fri, 06 Mar 2015 12:20:02 GMT

along with the post cost, feedback system, i reckon this will kill ebay for the average joe, its just ridiculous, why bother selling?

Re: NEW RETURN SYSTEM

no_tv*10 — Fri, 06 Mar 2015 13:27:31 GMT

My money was returned after 5 days and a phone call to Ebay. Seller was asked to email me an ebay post label for a 500g bag...they never responded....so Ebay refunded without the need to return. My item was a clear counterfiet item. As I am normally a seller I'm not sure how you would prove that the item was as described. Luckily I have had no return claims myself.

Re: NEW RETURN SYSTEM

bigpelican — Mon, 09 Mar 2015 02:32:14 GMT

It's a (insert profanity) new system. Here's what I've just learned thanks to a recent case

-A customer does not have to prove the item is not as described!

-A customer does not have to provide any photographs

-The seller is not asked to prove that it was as described

-The seller is not asked for any information to back up claims it is as described

-Ebay refund the seller before you have your goods back

-Ebay make the seller pay for the returned postage

-Ebay do not follow up to make sure you have your goods back.

yep good luck with that one ebay! They've just cost me nearly $500 and I don't have my item back.

If there was another online auction marketplace...i'd be there!

So over their changes that screw over sellers! #whomakesthesedecisions?

Re: NEW RETURN SYSTEM

bigpelican — Mon, 09 Mar 2015 02:54:43 GMT

yes having same issues.
Ebay doesn't take into account your own policy, **bleep** **bleep**

Re: NEW RETURN SYSTEM

rkxfamily — Mon, 09 Mar 2015 03:08:09 GMT

It seems to me that eBay is facillitating theft.

There are some glaring inconsistancies with the new return system.

So a buyer simply has to "claim" an item was damaged/faulty/not as described and that is all. No evidence needed.They return it and their word is all that is required. Should the seller be away or out of communication and miss the request within four days the buyer keeps the item and is fully refunded. I am amazed this is not illegal.

This is institutionalised stealing. It is not fair or reasonable.

A buyer may use an item for up to thirty days and severly damage it (say a mobile phone dropped in water) and claim the item is faulty and claim a return. The seller who may well be very familiar wih his/her products can easily see what has happened but has no way to make their counter case. So again they lose.

The sellers seems to have completely disproportionate rights. Should a buyer return a brick in a box, so long as there is a tracking number they lose their item and money. There appears to be no real pathway to appeal and their "word" unlike the buyers has no value.

A seller will quickly be recognised via feedback and defects should there be issues. A buyer ...well there is no feedback, so how do we know if they are serial returner-thieves?

There are many more problems and inconsistancies.

Re: NEW RETURN SYSTEM

bribrihorse2011 — Mon, 09 Mar 2015 03:11:58 GMT

Yes after weeks .....and leaving excellent feedback ....what is going on ....I really don't think I can handle all this 6 happy years but at 73 too old for the hassle .....more breakages too since using ebay labels bri

Re: NEW RETURN SYSTEM

lane-ends — Mon, 09 Mar 2015 04:38:39 GMT

The moral is you can't sell anything you can't afford to risk losing.

Factoring theft factor is going to be the required mode of operation going forward. Playing the odds game.