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When I read in the spring update about being able to do partial refunds when you offer free returns, I was thinking about it in the context of INAD cases, and for some reason it didn’t register with me that if you don’t offer free returns, you won’t be able to do partial refunds on clothing EVEN IF THE CLOTHING IS RETURNED DAMAGED. This has now been made clear in the partial refunds section of the latest update:
It’s kind of weird that they say that they created a special policy stating that returns MUST be in the same condition as when they were received (which sounds great), but then in the next paragraph they seem to be saying that that if you don’t offer free returns, you can’t enforce that policy.
Is anyone else reading it differently?
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sonia, in the returns webinar Jay had mentioned in another thread, the ebay rep indicated there would be another webinar coming up soon, and my impression was they’d cover some of the new stuff in more detail.
I think you are right, the partial refund at seller’s discretion is a perk for those offering free return shipping. (There are some category exceptions, but I don’t think slothing is one).
I’m guessing if you don’t offer free returns, and you aren’t in the exceptions, you will continue to handle it as before, which means basically throwing yourself on ebay’s mercy, or at least the CS rep’s mercy.
Let’s face it, ebay wants sellers to offer free returns….you aren’t required to, but …
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the exceptions: If you do not offer free returns, you will still be able to issue a partial refund for items returned in an altered condition in select categories including Business & Industrial, Parts & Accessories, Collectibles & Art, Cameras & Photo, Medical, Mobility & Disability Equipment, Home Improvement, Furniture, Musical Instruments & Gear, and Yard, Garden & Outdoor.
The Collectibles and Art vertical includes the following ebay categories:
Antiques
Art
Coins & Paper Money
Collectibles
Collectible Comics
Entertainment Memorabilia
Pottery & Glass
Sports Memorabilia, Fan Shop & Sports Cards
StampsBut notice, not clothing (unless you have it under Sports memorabilia or maybe some Collectible subcategory)
Also, note that while these exception categories can issue partials, the rules are dramatically different:
In these categories, the seller will be able to provide a partial refund to the buyer for items returned damaged, but the deduction amounts available will be either 10% or 20%. In addition, you will only be able to offer a partial refund for remorse returns.
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Thanks for the helpful response, MyCottage.
“you will continue to handle it as before, which means basically throwing yourself on ebay’s mercy, or at least the CS rep’s mercy.”
If that’s the case, that would be good news – ie, things would be no worse than before. I’m just worried that I’ll get the “ebay no longer gets involves in buyer/seller arguments” response that Jay & Ryanne mentioned getting. I guess we’ll see. I have to keep reminding myself that it’s not like I’m expecting a deluge of returns, much less a deluge of returns where the item has been damaged, so it’s not like the apocalypse is coming on June 1st 🙂
This makes me think: Some sellers are adding a handling fee to cover the cost of offering free returns. Well, with the issue I’m discussing here, I may have to add a handling fee to cover the cost of NOT offering free returns! LOL.
I feel like everything would be fine (ie, just raise my prices to cover new costs) if I didn’t feel like I was competing with the self-made sweatshops so much. Time to source more unique items!
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sonia, yeah, what I’m saying is speculation….I’m really hoping they have the webinar soon and provide some detailed answers. This Seller Release….I’ve never seen one so lacking in detail. Usually, if you dig into the FAQs you can find the answers to most questions, but it’s like who ever was in charge of putting this out just said “Ah, screw it…let’s get to eBay Open and party!”
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Yeah – I saw that there were exceptions (hence my focus on clothing here), but where did you find that info on the partial refunds for damaged for the exception categories being limited to 10-20%?
I just did some more research, and even if you do offer free returns, the guidance for how much of a partial refund to give isn’t so great either. If the item is returned damaged and “without essential parts” – recommended partial refund of 50-60%! What!? Why is there no option for 0% refund?
search for “poor condition” on this page to see where I’m getting that:
https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115#partialAs I keep trying to remind myself – just gotta raise prices to cover my new costs.
It will be very interesting to compare the stories of free returns folks with non-free returns folks over the next 6 months.
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I wonder how many more more eBay sellers will start raising prices or adding handling fees to offset expected “shrinkage” or inventory loss? (we recently dded a handling fee to all our items).
Makes my point that all this “free shipping” nonsense that eBay is pushing just pushes extra fees elsewhere.
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sonia, they can always find stuff to say at share holder meetings, so I don’t think that’s it. My gut tells me there was supposed to be more to this, but they are behind schedule and threw this together…which means the third and final one, which I think is going to be June or July, could be a real doozy to send us into the 4th Q.
Sonia, yes, they had explained in the summer release that the partial could be no more than a 50% deduction from the refund amount. My understanding is, if the seller wants to refund less than 50%, or even zero, the seller is back to contacting ebay and hoping ebay agrees.
The stuff about the rules for the “exception categories” comes from the Community Boards, an ebay rep provided it. I assume it will be part of the promised webinar, but who knows? LOL
I’ve been free return shipping for a few years, had no problems with it, but it’s hard to say whether that will change or not…I’m just hoping to keep my return rate low…
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My concern is that now that Free Returns is a new eBay policy and, I assume, a large part of their public marketing, buyers could start abusing the system. The key to all this is how eBay deals with buyers who return a lot of items.
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Jay, Sonia, That’s part of why I say we’ll see whether free return shipping becomes a problem for me now or not. It hasn’t been, but then I’m a small seller, don’t sell much in high return categories, have a history of few returns, and free return shipping has been the exception on the site, not the rule. So, yes, as it becomes more like the norm, my experience could change.
Just have to wait it out and see….
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