ebay plus

[padraicpaul91]

eBay plus has started to appear on my listings from today. Comments on blogs from US sellers suggest that returns have increased significantly under this program. I am looking for comments as to whether I should cease offering returns on my listings, as this is the only way of opting out of the plus program.

[brerrabbit585]

You'll soon find out when someone gets a return and reports it in the forums. Why don't you ask on the US forums and see what applies there. It's highly unlikely to be any different here.

You've said that ebay's description of Plus says this:

Even if the seller's return policy normally states that buyers pay for return postage, as an eBay Plus member, you can return it for free. You'll still need to indicate why you want to return the item (e.g. "Changed my mind").

To me that definitely says that free returns is a Plus buyer's privilege, nothing to do with changing a seller's normal terms. To put it another way, that buyer is exempted from the seller's normal terms because they're a Plus member - it's between ebay and the Plus member, nothing to do with the seller.

ebay can't change your terms according to who buys from you. If that was the case they'd have to tell you. It's a bit like when they issue vouchers - ebay pays the discounted amount, not the seller. Ebay gets the subscription from the buyer so why would the seller have to be the one paying for returns? Buyer pays subscription and in return gets free returns, paid for by ebay.

Ebay still needs to know the reason for the return, so that they can charge the seller if the item wasn't as described, not for change of mind.

[digital*ghost]

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@padraicpaul91 wrote:

Thanks for the opinions. But my concern remains. This is a major change, and I want to see a clear, detailed and unambiguous explanation of what sellers face, from eBay. The lack of this I find bewildering. I don't want quotes from the media. I don't want a serve from their marketing department. I want to understand what it means for me as a seller..

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Most of the info is here: https://sellercentre.ebay.com.au/SU18-2/eBay-Plus

Here are the most pertinent (to this thread) Q&As from the FAQs:

How does eBay Plus free delivery work, if I don't offer free postage?
Listings can still qualify for eBay Plus if you've specified a postage cost. eBay Plus members get free delivery as one of the benefits of their subscription, so we'll cover the difference.

How do returns work with eBay Plus? Do I have to do anything differently?
eBay Plus is about making shopping easier for loyal eBay buyers. With that in mind, we will speed up the returns process for eBay Plus orders.
eBay Plus buyers will still need to open a return request and indicate the reason for their return. However, we'll go ahead and automatically accept their return request and give them a return postage label straight away. So all you need to do is check the item when it arrives back and issue their refund.

Will I be charged for return postage labels?
If you're responsible for return postage (because you offer free returns, or if the buyer's returning an item because it's damaged, faulty or doesn't match the listing), we'll issue the buyer a return label and add the postage cost to your seller invoice. (From a different Q - eBay Plus members get free returns as one of the benefits of their subscription, so eBay will provide a return label in cases where the buyer would be responsible for return postage.)

[padraicpaul91]

OK, this may not help anyone. I am still confused,even after reading the available information and contacting Customer Service.

 I can only conclude that eBay has introduced eBay Plus without thinking through the detail of how it will impact sellers and buyers. The poor CS person had to refer to supervisors several times and then upgrade my list of questions for a written explanation. It appears that eBay has yet to adequately train their CS staff on Plus.

The whole response  provided by eBay to it's staff is that the whole purpose of Plus is to provide a seamless, enjoyable shopping experience to the buyer. The only definite suggestion provided to me, as a seller, is to provide free postage.

The confusion? Who pays postage. I charge postage, as it is the fairest way, but eBay plus customers are being offered free postage. Apparently,as far as CS knows, eBay will not be refunding this cost to sellers, so either the buyer or seller will be paying. Hence the continuous suggestion to increase my price in order to offer free postage within Australia, just to accommodate Plus customers. So it is not really free postage since that cost is being hidden in the item price.

I will not be doing this as it will muck things up for overseas customers (40% of sales). They would be paying for postage twice (local postage plus overseas costs). It can be done but it's messy and too complicated, especially since invoicing has become so difficult (as in usually not possible).

Also,I previously found incorporating postage into the item price acts as a disincentive for multiple item purchases. The buyer is paying too much postage in these cases and most buyers do see this.

Why is there no detailed explanation of the program, particularly the costs (and likely benefits) to sellers? Answer: It is a new program and eBay will check how it goes before explaining it.

With eBay Plus purchases, must I accept change of mind returns and pay all costs? Yes

I don't know whether these returns will be counted in the seller's defect rates.

I am now about to remove returns from my listings until I have a grip on the implications of this program, if I can. Instead I will make a note in my descriptions stating my own returns policy: statutory returns for damage or incorrect description, of course,and the requirement that with change of mind returns, the buyer is to bear P&H costs both forward and return.

As if it needs to be pointed out to eBay, sellers do this to make a living. Each return under this program is a financial cost to the seller. Paying postage costs x 2 is generally greater than any profit I might have made, and I would then need to sell another two similar items just to break even. Peace of mind and a 'seamless shopping experience', whilst admirable, are not my nor eBay's primary motivation. Ebay really needs to demonstrate, not just promise, that Plus will work for sellers. An informed decision on the program is what I wish to make.