Webinar on 30 day returns tomorrow

Wow! Talk about dramatics in marketing.

You have to give it to ebay. If they do one thing right, it’s hire really good spin doctors.

I didn’t catch the live event, but just listened to the presentation, which was only about 20 minutes long (the Q&A looks to be about an hour and a half long, I’ll try to catch that later.)

One thing he mentioned is that sometime in June (perhaps June 1st?) ebay will automatically switch 14 day returns to 30 day returns. He did not mention that fact that there are some category exceptions…I would wonder whether they are going to switch ALL 14 day returns to 30 days (even in the cats that will still permit 14 days), or only those cats which require 30 days. Hopefully, that will be answered in the questions.

He also indicated that they will be releasing more information about seller protection under the new return rules, and they’ll then have a webinar on that. I suspect there may be a surprise or two hidden in there…

Also, I got the distinct ebay was saying that 30 day returns are an industry standard, and that 30 day free returns is a good way to exceed those standards. In other words, replacing the 14 day option with 30 days brings a seller up to “industry standard”; free returns is even better because it exceeds standards.

Has anyone listened to the Q&A?

I watched it and I think the presentation was too fast and only 20 minutes or less,
Too important an issue to just spit it out at high speed

I was hoping they would clarify how free returns work for international sales and international sales via Global Sales.

They did say an option will soon come to exclude international sales, but what do we do in the interim?

Also when a buyer wants does a free return, will I have an option to tell him to keep it and just issue a refund?

I wish eBay reps contributed in forums, but I think they want to avoid putting anything in writing.

A quick follow up to a question I raised above. On June 1st if you have 14 day returns , ebay will automatically change your return policy to 30 day returns…EXCEPT in the excepted categories (which include those in the Collectibles and Art vertical, such cats as antiques, coins, glass and pottery, etc. In those cats, ebay has said they will NOT automatically change 14 to 30.

joeMEZZ, The ability to set separate return policies for domestic and international should be available before or by June 1st. If you currently have free return shipping, ebay has said international buyers will NOT be shown free return shipping by default. That is, in the unlikely event you want to provide them with free return shipping, you will need to specify that in your return policy.

As to damaged items. You can set your return preferences to issue a refund without return for damaged items. However, keep in mind that if an item is only lightly damaged, you might want it back…so I’m not sure this is the best solution. (Note also that you can set a dollar amount for refunds without returns….so, you could , for example, say that all items under $10 should simply be refunded. Buyers do not know this ahead of time.)

I do wonder to what extent the damaged goods issue might sort of take care of itself? If I understand correctly, the buyer is given the return label, but the seller is not billed for it until the buyer uses it. I’m thinking if an item arrives severely damaged or destroyed, the buyer is likely to contact the seller and ask him if he wants it sent back. After all, sending back a shattered glass vase is a lot of extra work for a buyer who probably has better things to do.

Hopefully ebay will be having another returns webinar in the near future.

I want the option to refund and have buyer keep the item, or refund and have the item shipped back to me on a case by case basis. Some items I don’t care, other items I want back – even if defective. I do not want a global setting for that. Ugh – I’d hate that. I would try free returns, but not automated free returns.

Here is what someone said on the Boards: I can’t vouch for its accuracy:

But you can prevent this from happening if you go to your Site Preferences, then to your Return Preferences. Click on the show all link on the right side of your screen.

Go down to the bottom of the page where is says RMA number required. Click that box.

If you require an RMA number, Ebay will need to contact you FIRST before issuing a return label. While it won’t prevent the return label, it will delay it so that you can see the RR before a label is issue. This give you an opportunity to review what the buyer has said, contact them if you want to and possibly work it out before it is actually returned to you.

Once you enter the RMA number, Ebay will release the label to the buyer. So don’t do it until you are ready, but keep in mind you have limited time to respond or Ebay will just take care of the buyer for you.