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Hello Canadian eBayers,
This week, on the heels of the 2014 Fall Seller Update announcement, Rodney, Ryanne and I will be joined by Sonu, from the Post Transaction team out of the San Jose headquarters. Please go ahead and start posting your questions and comments, we will start answering at 1 pm Eastern.
See you then!
@pierrelebel wrote:
On the 2014 Fall Update thread, Raphael wrote earlier today:
"Sellers are still going to be able to dictate their own return policy and won't be required to pay for return shipping unless the item they sent was significantly not as described. "
Currently, if a buyer files a complaint that the goods are not as described, the buyer will be required by eBay/PayPal (depending on site of transaction) to return the item to the seller with tracking, paying for the return postage.
If I understand your post correctly, with the changes, Canadian sellers (regardless of their policy) will be obligated to pay for return postage - with tracking - should eBay/PayPal agree with the buyer that the "goods are not as described".
Is that correct?
Next question: If an overseas buyer receives a $12 item and claims (with eBay/PayPal agreeing) that the item is not as described, will eBay force the Canadian seller to pay huge amount of money (up to $30/$40 in some instances) to cover the cost of returning - with tracking - such $12 item to the Canadian seller?
Will someone, somewhere, use common sense?
This leads to the final question: does that make any sense to you?
Hello pierrelebel,
We are still ironing out such details and will make them available as the launch date gets closer. We are working diligently to ensure that common sense is indeed observed and that the policy is as fair as possible for everyone. Sorry to not have more to say about this at this time.
@pierrelebel wrote:
"Sellers are still going to be able to dictate their own return policy and won't be required to pay for return shipping unless the item they sent was significantly not as described. "
I forgot the obvious question:
Since sellers are able to dictate their own return policy, what happens when a Canadian seller states in the listing that "no return will be accepted" but eBay/Pay find in favour of an overseas buyer claiming "goods not as described" for an item sold for $12 plus $6 shipping (Light packet).
Will eBay/PayPal remove $18 from the seller's PayPal account?
Will the seller be refunded eBay FVF and PayPal fees?
Will eBay/PayPal issue a postage label to the buyer and charge the seller's account, regardless of the fact the seller's policy is not to accept return?
Or will eBay/PayPal simply take the money from the seller ($18) and tell the overseas buyer to keep the "not as described" goods?
Final question: will changing their return policy to "no return accepted" somehow affect Canadian sellers in default search results on eBay.com? on eBay.ca? on other eBay international sites?
As stated earlier, these are all details that are being currently decided on. We will make this information available as we get closer to the launch date.
@rose-dee wrote:
Good morning! I may not be at my computer later, so wanted to post these questions now.
a) With regard to the changes that will be phased in for "hassle-free returns", are there any accommodations being made for Canadian sellers dealing with buyers outside Canada who ask for returns?
b) Specifically, if I understand the new policy, once a buyer requests a return, the cost of the return shipping label will be charged to the seller's eBay account. I assume "return shipping" will always mean tracked shipping? Is that correct? Such shipping will be far more costly for Canadian sellers than for their U.S. counterparts dealing with U.S. customers. Is anything being done to mitigate this for Canadian sellers?
c) How will eBay determine whether a buyer's reason for a return is bona fide, or won't it matter anymore? In other words, is this truly a "no questions asked" return policy, making buyer remorse an acceptable reason for returns?
d) Lastly, I understand buyers will be able to cancel a transaction within an hour of purchase. Is this correct? If so, how does eBay reconcile this with its warning to buyers that committing to buy is a contract? Or isn't it anymore?
My concern is that these policies, once fully in place, will become ruinous for smaller Canadian sellers faced with U.S. or international buyers who can automatically request a return or back out of a transaction for basically any reason. Can your representative from San Jose give us any reason to hope for consideration for our particular situation?
Hello rose-dee,
a) Hassle-Free Returns only applies for seller shipping from inside the US. For the time being we don't have the resources necessary to replicate that program in Canada.
b) As stated above, HFR won't apply for most Canadian sellers. There will be some sort of similar set of rules under the new Post-Transaction policy on eBay.ca, but the specific details of how that will work are still being discussed. We will make these announcements when we get closer to the launch date.
c) HFR does not apply to Canadian sellers.
d) Buying or committing to buy still constitutes a contract. All we're doing here is put measures in place to make the eBay marketplace more on par with a real life shopping experience.
@rose-dee wrote:
Two final questions about the new returns policy:
1) If a buyer claims an item is not as described, defective or damaged, and processes a return request, what process will the seller have available to him/her to verify the buyer's claim before being charged for return shipping?
2) If a seller in such an instance requests a photo and damage is obvious, what happens if the seller decides he/she has no use for the item and doesn't want it returned? Will the seller be able to block the shipping charge process, or will there be a procedure to claim a refund later? If so, how does the seller show the label was never used? Or, if the buyer uses the label anyway, regardless of what the seller wants, will the seller still be able to get a refund for the unwanted return? This whole procedure isn't making sense to me.
Once again, these apply to HFR which isn't relevant to eBay Canada. With that said, the buyer and seller are always welcome to agree to resolve between themselves, if that means not returning an item that's fine. Lastly, I believe shipping labels used for returns are of the "charge at scan" type, which only gets charged to the purchaser once they are introduced into the mail stream. Hence, if a label doesn't get used, no one gets charged for it.
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