More options for item returns, e.g. without reimbursement of shipping costs (private sales)
Hello, as a private seller I have “Returns: No returns.” on every listing, and yet every now and then buyers ask to return something. I’m not infallible, and I’ve even had legitimate return requests before because of errors in the description, but most of the time it’s just because the buyer changed their mind or made a mistake when ordering – an accidental purchase, basically.
In such cases I’d like to be accommodating and allow the return, but not on the condition that I also pay the shipping and return shipping costs. That’s the only return option in eBay’s return system, except for: the customer keeps the item and gets a (partial) refund.
I’d like to be able to offer the buyer that I’ll take the item back and refund the purchase price, but not the shipping costs, or at least not the return shipping costs, if I’m not legally obliged to take the item back in the first place.
I think if it was the buyer’s mistake, it’s fair that they pay at least the return shipping costs if the item is returned. (I’d also think that was fair for commercial purchases, by the way, but I know the laws regulate that.)
On the other hand, it’s very unfair if I end up taking a loss because, for a low-priced item, on top of all the hassle I’d also have to pay more for shipping and return shipping than the sale of the item even brings in. The consequence would be to just throw things away instead of listing them on eBay.
miriam@ebay
Hello @w-sky and thanks for sharing your idea with us. I can only agree with @kenn-i-di-1 - private sellers can reject or accept the return for a reason for cancellation and grant a full or partial refund. If you respond to the request but no agreement can be reached during the clarification period, eBay can be brought in to help clarify the matter.
As part of our promise under eBay Buyer Protection, buyers do however receive a full refund including shipping costs after returning the item if the item is not as described. This applies to everyone who sells on eBay, whether privately or commercially.
For rare cases, we also reserve the right to make a goodwill payment to protect our sellers and offer a fair solution. We recognize your wish for more leeway in covering shipping and return costs, and the suggestion for improvement has since been passed on internally accordingly - thanks for that! 🙂
Kind regards
Miriam
aj001
·1 year ago"Private sellers can decline returns for a reason covered by the right of withdrawal "
Hello Miriam.
Where exactly is the "Decline" function supposed to be?
I already really miss this option. Also the option to involve eBay directly.
I’m currently also dealing with a (absurd) return against me, the 1 week is almost up now and the buyer isn’t responding to messages.
So I’ll probably have to contact eBay support and ask them to call me back (after, by all logic, a decision is automatically made in favor of the buyer)?
Regards
miriam@ebay
Hello @aj001 - the options available to you in a return request always depend on the selected reason for the return. If buyers state that the item they received does not match the description, then you should generally allow return shipping and act now. You can then relist the item on eBay once you have received it back undamaged.
As a rule, you’ll also get help if the other party ultimately doesn’t send the item back or if it arrives damaged. Since the request was opened via eBay.it, I recommend contacting Italian customer service if needed. You can do this via a referral through our customer service (contact options in the legal notice), through the eBay.it Facebook page via DM, or via the Italian help page.
We wish you a successful resolution! 🙂
Best regards
Miriam
aj001
·1 year agoAs a seller, though, you’re still restricted in what you can do.
My case is just so bizarre that I’m curious how eBay will decide on the request (hopefully if a human actually looks at the case).
> The buyer states as the reason that they “received the wrong item” and has uploaded photos of the shipping box as “proof.” The box is for a 15-year-old, worn-out Netgear Wi‑Fi access point, and their argument is that it isn’t the external hard drive from me. You can see in the photos that the box wasn’t even opened. You might think that the purchased item could be inside. I already find it questionable to initiate a return right away with that argument. The buyer isn’t responding to my messages. Hopefully it isn’t an attempted scam in the end.
kenn-i-di-1
·1 year agoIf it was the buyer’s mistake, as a private seller you don’t have to cover the return shipping costs.
A commercial seller doesn’t have to either; they can, but aren’t required to. How they handle that is set out in the cancellation policy, if there is one.
The commercial seller has to refund the outbound shipping costs in the event of a withdrawal.
A private seller should be allowed to deduct the outbound shipping costs, because those are used up anyway, and I agree with you on that.
If the mistake was on the seller’s side, so it was not a withdrawal but a complaint, then it is fine that both the private seller and the commercial seller have to bear all shipping costs.