Return Policy

[nancyschina]

I am trying to develope a return policy. I sell china, pottery and crystal. I mark all of my items with a UV marker and inform the buyer of this when they purchase. I have had 3 returns in 9+ years and over 5000 transactions on 3 different ids. One was broken, one was buyers remorse but she claimed the items were not authentic and one was an error on my part in the listing.
I would appreciate some advice on a short, to the point, return policy. I am willing to take things back if I made an error in the listing.

Here is what I have so far ... I have used all of the 500 characters allotted.

I will accept returns of merchandise where there was an error in the description. Items must be returned within 3 days of receipt and must be in their original condition. Notify me of intention to return so I can give you instructions
All of my items are marked for identification. Once I verify that it is the original item, I will issue a refund, including shipping both ways, provided there was an error in the description.

Thanks in advance for your help.
Nancy

[tea_past_times]

I think you may have to accept, as we all will, that to sell on Ebay now means, there is a small chance you will have your item, your money, or both stolen, through the Paypal system. OR that people will make returns for no good reason at all.

YOUR return policy means absolutely nothing now, with Paypal and Ebay's rules. Just tell anyone who wants to return something to go ahead and do so, and when you get it back refund the money. It's much less hassle to just pass the cost of the few items that people do jerk you around on, on to the rest of your buyers via a shipping and handling surcharge. (Insurance companies do that all the time, so do variety stores.)

You have to accept that what YOU want as a return policy does not matter in the new Ebay. If a customer complains they can chargeback the item, leave you a negative, and low DSR's, greatly impacting your business.

YOU can't do a thing about it now. There is no control over your own affairs on Ebay anymore. Big brother ebay has seen to that. If someone is not happy, you will lose money, that is all there is too it. Welcome to the new Ebay!

We've had 2 returns this week, on $70 worth of china, on which there was nothing wrong at all. In 4 years we only did 3 like that.

Buyer's remorse IS now a valid return reason, and you can't do a thing about it.

Sorry to be the one to break it to you.

[nancyschina]

tea_past_times;
I understand everything you are saying ... but we need to put a return policy in our auctions by July 1st and I would like to have a policy statement that I can live with and that most buyers will abide by.
I have not had problems with returns in 9 1/2 years so I don't expect to have them now ... just want a concise policy statement for my auctions.

[lina-mallows]

Here goes..........OUR RETURN POLICY "In selling on eBay for the past eight years, no one has ever asked to return an item. So, should the need ever arise- I suppose we would entertain some type of mutually agreeable resolution. As not all items are the same, and not all situations are the same- a "ONE SIZE FITS ALL" return policy is impossible to craft. So, if you are having a problem, contact us- IF EBAY FINDS IT IN ITS INFINITE WISDOM TO PERMIT SUCH COMMUNICATION- and we'll work with you to find an amicable solution."



....just a thought.....

[whoscloset]

YOUR return policy is totally irrelevant. If a buyer files a chargeback with PayPal they will refund their payment in full (including shipping) upon the confirmed (tracking) return of the item.

As such, I recommend stating a rather liberal return policy. In our case we accept returns under the following conditions:

Full refund, excluding shipping charges, upon the return of the item in the condition in which it was shipped within 30 days of purchase. Damaged items are refunded in full and covered by insurance which is included in our shipping charges.

[nancyschina]

Thanks for the suggestions.

[lina-mallows]

Here is the reality, according to eBay policy-

32. Do I have to accept returns?
We encourage you to accept returns, as this increases buyer satisfaction. However, you don't have to accept returns. You may specify "No Returns Accepted" as your return policy.

whoscloset- we sell very inexpensive items (our overall average is less than $8)- and with the exceptions of COFFEE MUGS (in the $20 range)- all items are (for the most part) easily replaceable, and sent in a #10 business envelope.

Chargebacks are a fact of life- we don't concern ourselves with them, as they pose little real economic risk.

We DO NOT accept PayPal for all auctions- and will move further away from accepting it in the future. We have a MERCHANT ACCOUNT- as we are a BRICKS AND MORTAR store. So- eBay is only part of the equation, and becoming less, and less so, each day.

[whoscloset]

Buyers can do a chargeback against your merchant account as easily as they can on PayPal. Easier, in fact, because their CC won't require the return of the goods.

[lina-mallows]

whoscloset-- for the items we sell on eBay, this is not an issue.
It's the sellers who sell merchandise provided through a THIRD PARTY that have real financial risks.
For us- another item taken from inventory to replace an item, or an item not paid for, is not a big issue.

REMEMBER- a charge back, and whatever other expenses incurred to make that sale, are legitimate business loss deductions.

In the real bricks and mortar business world- breakage, theft, and other forms of loss are a reality.
A chargeback- from a disgruntled eBay customer, is no different.

Far too many seller want their cake, and eat it to. Selling on eBay is a business, though so many sellers fail to see that fact.

[whoscloset]

I've stated the same many times lina. My sister's Home Hardware stores have a lot larger a shrinkage write-off at the end of the year than I do.

[cartoonsinabox]

Is there a way to indicate in all our auctions return policy without having to modify one by one ?

Thank you for your help.

Frederic

[cajunfox]

I fight them over returns, I get a lot of buyers remorse types who get something and say "it's too scratched up for my liking" or whatever. It's a $60 used computer, of course it's scratched up. If they neg me or leave me low DSRs, oh well, as long as I'm over 95% "satisfied buyers" I don't care anymore.

[craftycatsattic]

I'm confused. I went and added my return policy detail in the description area which basically says that I do not accpet returns due to my selling printed matter that can easily be photcopied. So I figured I was covered, but now that I look at the listings I made changes to and it just shows that I do NOT have a return policy and makes no mention of my description. I read that we can specify a no return policy so how come we can't do it? Also I've read that there's an area to specify your handling charge and I cannot find where to enter that information either. ??? I use TL BTW.

Seems they have rushed in with policy changes without giving us the tools to conform.

[lina-mallows]

In all the years we are fortunate to never have a customer ask to return an item.
As most of our items have a physical serial number- verification as to the item's origin from us is easy to prove. We record these on our internal records- and often transfer these to the PayPal receipt- when they are not in the actual auction's description.
Because most of our items are small, paying for return postage would not be an issue.
HOWEVER- we are not- nor are eBay sellers expected to an "approval service". We do not send out items so that buyers can pick and choose the ones they want, returning the rest to the seller.
We take great care in describing our items- and would gladly entertain the return of an item described, or delivered in error.
HOWEVER- to openly court such activity, by way of a wide-open return policy, is not an acceptable way to do business.
At least eBay has recognized our rights as a seller- not to have a clearly stated RETURN POLICY. And, we will exercise that right.

[pierrelebel]

" have used all of the 500 characters allotted."

My return policy has been the same for twenty years and is a bit shorter:

Your 100% satisfaction is always unconditionally guaranteed.

If you are not delighted with this item, you may return it within 30 days for full refund.

Over 52,000 transactions on eBay in ten years with less than fifty returns (less than one tenth of one percent) .