'Returns will not be accepted unless you select domestic or international return options above....'

[momcqueen]

'Returns will not be accepted unless you select domestic or international return options above. The item can always be returned if it doesn’t match the listing description.'

When did this portion of the listing form change? I know what this is about, I wonder though when it took effect on ebay.ca.

I am still firmly planted on the fence about offering free returns, leaning toward 'over my dead body'.

It seems like an infinitely stupid idea for any seller smaller than a multi-million dollar company with shipping contracts that cost $3.99 anywhere in Canada.

I maintain that if ebay wants to play Rich Uncle with my Return Policy, ebay should pay for return postage for buyers who want Free Returns and not me. That would ensure the metric are accurate in that Free Returns increases conversion enough to warrant offering it.

I already offer free shipping on many of my items and the result might be that some of those items with free shipping sell sometimes but it has halted by 85 per cent my multi-item orders because any item with 'free' domestic shipping is a minimum $15 higher than one without. Who'd add six of those to their Shopping Cart to economize on postage? 

[momcqueen]

"It seems like an infinitely stupid idea for any seller smaller than a multi-million dollar company with shipping contracts that cost $3.99 anywhere in Canada."

I mean that it seems like a stupid idea for any seller who doesn't pay flat-rate $3.99 for postage anywhere in Canada because they have a special high-volume contract available to only those sellers who ships hundreds of thousands of items in a year. If I'm currently fronting $39 in postage (free there and back) and paying $10 in fees on a $40 item, why would I put myself in a position to lose ten bucks on every item listed and sold? I wouldn't. 

[pinetreecottage]

This seems to be a very effective way to eliminate the small sellers, who just like the mom and pop stores can't afford to stay in business.  The free return may become mandatory.  Changes happen without any fanfare, so all of a sudden new policies are in place, and nobody knew.  Unless you create new listings daily you won't know.  This new form was rolled out a few days ago.  I have omitted the int. policy on listings created over the last 2 days, so only the Canadian shows on .com.  So far there are still options for days to return.  Int. is a min. of 30 days, that incl. the US.  

[silverpinups]

I still have a "no returns" policy on my newly listed items so were along way from "free returns" becoming mandatory..... 

[hlmacdon]

I've mentioned previously the direction this seems to be heading. The split between domestic and international is to allow sellers who voluntarily enroll into offering free returns out of their own pocket the ability to limit that to domestic shipping (eBay's sales pitch being they have lower domestic return rates in the US than sellers so it costs sellers less to accept free returns). Regardless of what a seller wants, the intention is that buyers will receive free returns (at least domestically in the US so far) regardless of what a seller chooses to offer and regardless of the reason.

In other threads discussing the changes experience in interactions with customer service they have dropped the ability to sellers to discuss with ebay remorse returns opened as SNAD and to remove defects arising from that. We've also seen the threat of retroactive/increases FVF for sellers who fall below standard. We have also seen the removal of restocking fees unless you offer free returns. The intention is pretty clear here regarding stick versus carrot. Ebay is squeezing the hell out of sellers for their own benefit. How this plays on out on other international sites like .ca I'm not sure but the tone has been set on the US side. 

The part that annoys me about this is the insistence of ebay that 30 day free returns are industry standard retail expectation. This is simply not the case and those offering such policies are either in margin rich categories or are multinational or large national retailers. The counter to that argument has been this will encourage new buyers to come to the platform. You know, the zero feedback accounts that can't enter their addresses properly, don't read listings, are incapable of looking at a picture, etc.  The average margins on many items sold on ebay are probably at, near, or below the cost of processing this. EBay's response to that from a corporate level so far has been it's a numbers game. If it is a numbers game than ebay can afford to pay out of it's own pocket to enable a policy that is almost entirely for their benefit in their attempt to compete with Amazon. 

[ricarmic]

Yes I noticed this a few days ago, I think it is on both sites.

It also took out the statement section, I used to say "Please contact me by email if there are any issues with the material before returning it, Thank you!" but that ability is gone now too.

I noticed that it automagically clicks "free domestic returns" and leaves international blank. I'm fine to leave it that way. Of course if someone overseas has an issue I'll work with them to fix it just as I always have.

I don't remember the last time I've ever had stamps come back, I think one time someone sent them back without notifying me, but fortunately for me it is very rare (so far) and normally I can work something out with the buyer instead, usually a partial refund or I send something extra to them.

[femmefan1946]

This seems to be a very effective way to eliminate the small sellers, who just like the mom and pop stores can't afford to stay in business. 

I tend to think it is an unintended consequence from some fast talking hotshot who schmoozed the senior executives into pushing the policy.

Never put down to conspiracy what can be explained by stupidity.

We have also seen the removal of restocking fees unless you offer free returns.

So the restocking fee should equal the (massaged) cost of return postage?

Ebay is squeezing the hell out of sellers for their own benefit.

And again, there will be unintended consequences.

If it is a numbers game than ebay can afford to pay out of it's own pocket to enable a policy that is almost entirely for their benefit

Can't argue with that. It would also encourage eBay to put policies in place to discourage Buyer Remorse returns and product "rental", if only to reduce their costs.

[mercenaryforhire]

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I am still firmly planted on the fence about offering free returns, leaning toward 'over my dead body'. 

Buyers can always just abuse the eBay Buyer Protection policy to force free returns anyways.

[hlmacdon]

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@femmefan1946 wrote:

We have also seen the removal of restocking fees unless you offer free returns.

So the restocking fee should equal the (massaged) cost of return postage?

If it is a numbers game than ebay can afford to pay out of it's own pocket to enable a policy that is almost entirely for their benefit

Can't argue with that. It would also encourage eBay to put policies in place to discourage Buyer Remorse returns and product "rental", if only to reduce their costs.

---

I should have clarified. The "restocking fee" has been repurposed as a "partial refund" to cover item damage/returned condition. It is not intended in any way to allow recouping of costs for any other reason like postage.  Ebay covers the buyers out of their pocket if they disagree with your partial refund. They are basically removing themselves from the process and the buyer is now always right.

They have no intention of discouraging buyers to return products. What these policy changes reflect is eBay's desire to impose retail policies as though they were the retailer themselves. They want price protection for buyers (free 30 day returns, limiting when sellers can markdown items), 100% satisfied buyers (free 30 day returns), fast delivery ([Non]Guaranteed Delivery), etc. This is what happens when you recruit executives who have no real understanding of ecommerce and can only pull out cheap tricks.

[triber]

This is the message I was getting every time I tried to relist an item Return option deprecated. At first I was just adding international returns, then I changed all to no returns. I get very few requests to return an item, as most of my items are low cost, I usually refund and tell the buyer to keep the item. Return of international mail can be very expensive.

[hlmacdon]

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@triber wrote:

This is the message I was getting every time I tried to relist an item Return option deprecated. At first I was just adding international returns, then I changed all to no returns. I get very few requests to return an item, as most of my items are low cost, I usually refund and tell the buyer to keep the item. Return of international mail can be very expensive.

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Yeah some of the listing tools have not been updated to reflect the change in returns. I list on .com so .ca may not be updated the same yet, but essentially changes are:

• Field removed - Refund must be given as: (money back/replacement/exchange)
• Field removed - Restocking fee
• Field removed - Return policy details
• Field split into two separate fields: Returns accepted field split into Domestic/International returns accepted

If a listing tool tries to use the old fields you get the deprecated message, but not all listing tools will show that response. By default if you use the old fields with returns enabled, domestic returns accepted will be enabled, but international will have to be updated separately as they are disabled by default. 

[triber]

I also list on .com. All my relisted items were showing the message. I really don't understand why it is possible to not show returns at all, I have always thought that we had to agree to returns.

[hlmacdon]

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@triber wrote:

I also list on .com. All my relisted items were showing the message. I really don't understand why it is possible to not show returns at all, I have always thought that we had to agree to returns.

---

You can uncheck domestic returns accepted but under the new ebay guidelines/CSR guidance the buyer can return the item regardless.

[mrdutch1001]

There has always  been...at least for many many years, the ability to check "NO Returns"...however, even that is with the seller understanding that any buyer can request a return at any time for any reason. For most of the past 12 years I have maintained the "No Returns" policy and to date I can still count on one hand the number of requests for a return.

[femmefan1946]

I really don't understand why it is possible to not show returns at all, I have always thought that we had to agree to returns.

We can have  a No Returns policy.

It just means that all sellers will be in your position with overseas buyers, of making a refund without any return.

What we can't have, and haven't had since Paypal became the normal payment system, is a No Refunds policy.

A seller can refuse the return, or pay for the return, or suddenly find a return in his mailbox.

But if the returned item shows as Delivered, the buyer gets a refund.

[fashionoutletdeal]

I checked most of the Canadian sellers that offer free returns and they double the selling price .

For eBay.com its various .Mostly depend on the item weight .But dont forget that shipping with USPS its cheaper .And yes eBay will make everything possible to kick 3rd party sellers like some other platforms 

[momcqueen]

If I were to offer free shipping and free returns as the small-time seller that I am, I would have to double my prices too. Easily. Of course, not every buyer is going to take advantage of a Free Return, but how am I to guess how many will? I cannot -- and I will not-- in the meantime lose money just to sell something. 

If ebay really wants to offer buyers Free Returns then ebay needs to put its money where its mouth is and pay for that aspect of return postage themselves.  I'm already losing money on a return where I've added free shipping to the asking price and then refunded the whole amount on a Remorse Return. And without option to add restocking fees.

I'm not stupid. 

[katlover1952]

I list on both sites. I had not noticed this change. I just checked one I relisted yesterday on .com. It does say domestic returns allowed (I too thought there was no choice on this on .com anyway) but it does give the option of shipping to be paid by the buyer. Am I missing something here??

[pjcdn2005]

Sellers do not need to offer free returns on .com unless they want to qualify for the trsPlus badge.

[katlover1952]

Thanks PJ. I had missed that.