Suggestion for improvement: internal eBay returns process
There are currently two variants for returns:
Variant 1: Return after cancellation
Variant 2: Return after case decision
In the case of cancellation, the seller has the option to inspect the shipment after receipt and manually initiate the refund. (possibly make deductions)
In the case of a return after case decision, this option is not available. The refund is processed automatically after the status with the shipping provider is marked as "Delivered". In a problem case, so also if a brick, chocolate, or even an empty box is sent in the return shipment.
Please introduce the variant here so that this return shipment can also be inspected first.
6 comments
itec-systems
·1 year agoEbay will let the buyer get away with pretty much anything, and so nothing will change there 🙂
artemus1
·1 year agoI’m not sure if I’m in the right place here, but I can’t find a more suitable thread for my suggestion for improvement:
-when the customer files a return request, there are only the options "Partial refund. The buyer keeps the item" or "Full refund".
I recently had a case where the buyer didn’t read the description properly, so the mistake was on their side. But they still want to send the item back to me.
So the option of a partial refund and the buyer sends the item back to me is missing here.
Because: in this case, both the shipping costs (from me to the buyer) and the return shipping costs (from the buyer to me) have to be covered by the buyer. But as soon as I accept the return, I no longer have any option. eBay requires a refund of the full amount incl. shipping costs and also coverage of the return shipping costs. So the only option left here is to leave the return open until the buyer has sent the item back and then click on "Partial refund".
miriam@ebay
Hello @artemus1 and thanks for sharing this suggestion with us. It does make sense that the return request stays open until you've received the item. Because even if you then agree on a partial refund, that can also vary depending on the condition of the returned item.
But I understand that for this scenario (partial refund despite returning the item) you would prefer an even easier process, and I’ll take your feedback on board in that regard - thank you! 🙂
Best regards
Miriam
miriam@ebay
Hello @ttd4it! We’re happy to pass this suggestion along as well - that sounds like a good idea. It’s true that in the event of an incorrect return, up to 50% of the refund amount can be deducted (Thanks @raffke2012! 🙂), but as you already wrote, that’s only possible before eBay is brought in.
As a best practice, we recommend clarifying returns with the customer before eBay is involved. If the case has been forwarded to eBay and we need to step in, you can always appeal the case decision if the returned item does not match the item delivered. We always need appropriate evidence for this.
Best regards
Miriam
ttd4it
OP1 year ago@raffke2012
Unfortunately, the eBay help only refers to the normal return.
raffke2012
·1 year agoThe following applies to sellers only, as far as I know:
Deduct a portion of the refund amount for the buyer if an item is not returned in its original condition
If you are eligible to deduct a portion of the refund amount for the buyer, the following applies:
https://www.ebay.de/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#section3