Gonna try offering returns
Posted on by Brigitte in Uncategorized
If I ask others to practice what I preach then I must do the same. Many of the experts out there swear by offering returns. It’s pretty much a no brainer. Of course offering returns is a good thing. I will never deny that. As far as it increasing sales I’m sure there is some truth to that. I can’t say for sure. I can understand for new items but for used, not so sure.
The reason I never offered returns (unless I made a mistake or the item was damaged and I didn’t notice it) is because I can’t return the item and I wouldn’t be able to keep buying (and I tell my buyers that up front!) However I have no problem admitting I could be wrong. I could definitely try it out. I have indeed had sellers contact me stating the size was not what they thought or the color was off. These were not reasons I would usually accept a return. However I always offered to refund a portion of the item since I usually don’t want it back! That almost always works out. I figure people buying vintage would expect this policy since vintage sellers are sort of stuck with the item.
However, I have decided to giving returns a try. Statistics show that most people don’t return anyway. Worst sase scenario should there be problems or the policy gets abused I can always go back to my old way. So I am going to try offering a 7 day return a try. I do indeed want to make my buyers happy so if this makes them happy then that is a good thing. I’ll make sure to report back my results.
How many of you offer returns? What is your policy and have you had any issues? Would love to hear from you.
Until next time…………..
Jan
24. Jan, 2010
Hi, Brigitte: Like you, I don’t offer returns. I sell new and vintage, but mostly vintage jewelry, scarves, handbags, clothing, and things of that nature. I usually try to check out things pretty well before I send them out and do list any flaws in my descriptions. I have sold over 500 items, and there have only been two or three times when people asked for a refund because a hem was messy on a pair of slacks or the watch that he asked for was not the one I sent. I try to be very carefl about these things. When I do make it up to these people, I put a little something extra in their package, like an extra scarf or pair of earrings to make them feel better and if they haven;t been cheated. The idea is that we have to b up front and build up trust with our clients.
Serena
24. Jan, 2010
I’ve always offered a return policy for all the years I’ve been selling on eBay (over 4 years now). In all that time, I have only had a handful of returns. I’ve always offered a 30 to 60 day return policy. According to the “experts”, the longer the return policy, the less likely the customer will actually return the item. (They tend to forget about it after awhile). I clearly state in my listing that refunds are only given after the item has been returned to me. This helps weed out those who want something for nothing by claiming something broke, etc. When I used to sell more clothing, I had a disclaimer in my listings stating that due to differences in computer monitor settings, the actual color of the item may not be what the customer sees on his/her computer. I would also state that I have tried to describe the item to the best of my ability and ask that potential bidders/buyers ask their questions first before placing a bid or making their purchase. I tried to cover all my bases by explaining my policies in my listings to avoid any misunderstanding.
Brigitte
24. Jan, 2010
Good advice Serena.
Lauren
24. Jan, 2010
What if you went to a famous jewelry store and you were intent on buying this hunk o’ bling, a 5 ct diamond ring and as they wrapped it up, they said, “By the way – we won’t take this back!”
What if you bought a big riding mower from Sears, but they told you NO RETURNS! Wouldn’t you just KNOW the thing was a dud?
That’s what you’re telling buyers when you say this. It sounds like they’re running a scam.
I don’t care WHAT the item is on ebay, from a battery to a book to a set of sheets, if they won’t take them back, I assume there’s a problem they don’t want to have to deal with again…. so they don’t get my business!
Tami
24. Jan, 2010
Brigitte,
Since ebay has been leaning on sellers to establish return policies, I have been offering returns BUT I intentionally make it a bit of a hassle, because its a lot of hassle for ME too ! I pride myself in honest descriptions and accurate photos, and if the mistake is mine, like you, I happily rectify the situation with my buyer. Otherwise, I offer returns accepted within 3 days of delivery, with return shipping paid by buyer, and also assess a 20% restocking fee. I’ve only been asked to accept a return a few times, and after I direct them to the return policy clearly stated, several times they have just decided to keep the item, and once on a more expensive item, the buyer did spend $10 to ship it back, and was assessed 20% of the original $78.99 cost. I’ve been patient and polite, but firm, and so far, so good. Thanks for your newsletters & blog ! Tami
Mike Cary
24. Jan, 2010
Returns … I have always said I guarantee 100% buyer satisfaction. Since eBay wants a specific return policy now, I grant a 7 day return after the item is delivered. If the item is damaged or wrong in some way, I pay the return postage too. I sell used CDs, and at first I was very leery of offering a return since it is so very easy to copy a CD, almost any computer can do that these days. So I had visions of teenage scumbags “buying” a CD from me, making a quick CD-R copy, and then returning it, claiming it wouldn’t play properly on their equipment. Well, it’s now 8000 sales later, and that’s never happened. No one has returned a CD because it wouldn’t play. I’ve had exactly three instances where the CD was damaged in transit and was broken when it arrived, the buyer said. So I had them send it back to me, and when it got here I refunded their money, including the original S&H and their return postage. Now, it doesn’t cost much to send a CD through the mail, your stuff is far more expensive. But I’ve been pleasantly surprised to find that in six years, the people I’ve dealt with have been universally friendly and I think honest. I don’t think you’ll have much trouble with returns, though with something that costs hundreds of dollars, the game changes somewhat, I guess. Good luck to you. BTW, I’m about to buy a scanner and get solidly into selling books, too, and thrift stores are my first choice for inventory, always have been for used CDs. I have some surgery coming up, when I get past that I’ll be checking out the three dozen thrifts in the Milwaukee area where I haven’t done any shopping, and see what I can learn. Will keep my eyes open for other stuff too, and when I find some time I’ll reread your book and see what I can produce; trouble is, I’m really stupid about vintage anything, even though I’m 76 and lived right through most of those vintage years you talk about! All best wishes – Mike
Brigitte
25. Jan, 2010
Way to go Mike! Thanks for the inspiration. It does seem that most people don’t have issues with returns. And please, don’t ever call yourself stupid! From your success on eBay sure doesn’t sound like it to me! If you look at my book I show “specific” items to look for. Go for the easy stuff.
Debbie
24. Jan, 2010
Hi Brigitte – I always try to think like a buyer. If I’m unhappy, it’s nice to know that I can get my money back! If it’s MY mistake, then I pick up return shipping too. If it’s something that didn’t work out on the buyer’s end, then they pay return shipping. I can always relist the item and hope for another profitable sale. ;o)
Ilene
25. Jan, 2010
Brigitte, Hi.
I agree with both Tami and Serena. If the fault is mine in description or packing, I’ll accept returns, but I ask they get permission (email advising what the problem is) before they return it. I do not pay return shipping either. It’s just too much hassle.
Last week I bought a glass candy dish from a lady. I don’t know what her return policy is, as I didn’t check it. When the dish arrived, it had a tiny chip out of the rim. Hard to see, but I could feel it. I told the seller about the chip, but that I intended to keep the dish and leave her positive FB. She sent me a full refund, which I later split with her. I thought that was only fair as I kept the dish, and I think the damage happened during transit.
I choose to think offering returns and the action I took above builds confidence. If a buyer is nasty about the whole thing, and refuses to come to a compromise, then I just let them stew in their own juices.
I love the blog and thanks for all the good tips.
Ilene
Jennifer
25. Jan, 2010
I offer a 30 day return policy. On my earlier auctions I gave 7 days, but like an earlier poster mentioned, the experts claim the longer the better because they usually forget about it.
So far I have had only 1 return and it was justified. The item turned out to be defective. I like to buy knowing I can return an item so it is only fair. However, I too mention in my listing I accept returns if an item is not as described. So far, no one has taken advantage of the situation.
Love your tips and blog!
steff
25. Jan, 2010
I have always accepted returns in the 10+ years I have been selling on eBay. I might get a request for a return maybe twice a year and it is usually something I made a mistake on. I did have someone return gloves and jeans because they did not fit. I resold the items anyway. My policy is for the buyer to pay return postage and that usually discourages them! I think it is worth the small amount of returns you MIGHT have to say up front that you will take them because it gives the buyer more confidence in you. I agree with covering all the bases though such as Serena does–I do all those things too!
steff
Allie
25. Jan, 2010
My return policy is “Unless the item is not as described, this sale is final and no returns are accepted.” This works pretty well for me. When someone complains, I offer either a partial refund, or tell them to send the item back at their expense. This usually works for me, and the person usually takes a partial refund instead of sending the item back.
There was one time someone didn’t want to send the item back and wanted a full refund. They threatened to leave me negative feedback if I didn’t refund their money. I stuck to my return policy and reported them for feedback extortion. I doubt eBay did anything about it, but I never heard from that person again. I also figured that if that person did leave me negative feedback, it was okay. It’ll be gone in a year.
Susie
25. Jan, 2010
I also offer to accept returned items IF I’ve made a large mistake in my description. I pay shipping both ways since it’s my mistake, now here’s the thing….
Some folks will argue over the most nitpick-y things. Most of my stuff is less expensive so after I send a little note about wanting them to be happy and “What do YOU think is fair?” I just give them a full refund straight out. Doesn’t happen often..
And I’ve had buyers actually re-pay, either fully or partially, to keep it “fair” after they’ve gone back and re-read the description.
But I gotta say, a few buyers are getting lots more testy lately….so I may be changing my methods.
And thank you for all of your help!
Deena O'Daniel
25. Jan, 2010
Great post, Brigitte, and boy, did it get some great responses! I offer a 7-day return policy, and I think I’ve had only 3 items returned to me…one came back smelling of cigarette smoke which needless to say it didn’t have when it left here…but I’m very clear with my return poilcy, and since eBay requires it, it’s a bit of a no-brainer. I’m always courteous to my buyers, even if I’m gritting my teeth while I e-mail them. I did have one buyer who wasn’t happy with what he bought, and he never contacted me – he opened a dispute case with eBay which ruined my perfect feedback score. Other than that one, my several hundred buyers have been pleasant. I think it’s important to offer a return policy, that’s what all major retailers do, and that’s what people are used to. Some of the eBay sellers appear pretty snippy and uncooperative when stating their return policy. I wouldn’t buy from them strictly based on their attitued. It always pays to be professional and courteous.
Brigitte
25. Jan, 2010
Thanks Deena! I had a very “kind” no returns policy explaining if they were unhappy for any reason that I’d make it right. But yes, I think a return policy in general , even though we are selling used items, is crucial. However, that being said, I do think a disclaimer that is item is NOT new and should expect to be received as such should be stated. (unless of course it is new.)
Christopher
25. Jan, 2010
Here’s our return policy:
“You may return your item within 3 days of when it is delivered to you.
New items must still be in new, unused condition for a full refund. Items purchased as used, must be in the same condition as when shipped to you for a full refund.
Refunds are given for the amount of the merchandise only, and not for any shipping or duties/taxes/brokerage fees, unless the item is damaged or not as described.
You must notify us for return authorization by ebay message, email, or phone, before returning an item.”
This has worked pretty good for us. I am very flexible with anyone that is reasonable, but we have to have something in writing to go by. If it’s 4 days, or 7, I would still accept a return, unless someone seems dishonest or unreasonable. If it’s our fault, or damaged, we don’t expect the customer to have any expense for the purchase, other than their time to pack it and ship it back. If we treat others like we want to be treated, we will do well. So far, about 8500 feedback, and on transaction number 13,800+, with 100% positive feedback.
The biggest problem we had was when we were selling new jogging strollers, profit margins kept dropping. We were down to 10% markup, and still being beat on our prices. If someone returned a stroller after it had been opened and assembled, we couldn’t sell it as new, but fortunately we didn’t have many returns on them. They were fairly complicated to compare the features of different models and know which one to get, so you could get more returns on things like that. On used item, collectibles, and antiques we rarely have returns. It’s mostly on new items, and usually because they didn’t read the description well enough to realize that it was not the right item for them. Anyway, I hope this helps.
Brigitte
25. Jan, 2010
Great info there!
Becky
25. Jan, 2010
I’ve offered returns and haven’t had too much trouble. A few times a year, someone complains, but usually they are trying to take advantage of me. I tell them I will accept returns if the product is damaged in transit only. I usually give fairly good descriptions of things.
Linda
26. Jan, 2010
I have a 100% guarantee sticker on my postings.
I sell mostly used collectables, replacement dishes & flatware, and sometimes clothes.
I state that I will only refund shipping if the problem is my fault, or it is damaged in shipping.
If an item arrives damaged, I ask them to send me a picture of the damage.
If it is major or something I have missed, and did not mention, I offer a full refund including shipping and tell them to dispose of it. If the damage is minor, I ask if they would like to keep it at a reduced price. If they say yes I always ask them to tell me what they believe is fair. Often their quote less than what I would have offered.
I always am very careful to provide full measurements on clothing and state that I will not give returns if it does not fit. In my descriptions I verbally describe the colors using the standard colors in a box of 65 Crayolas and state “Due to the difference is monitor setting the color shown my not be exactly what you see.”
In 10+ years, I have had one customer that could not be pleased no matter what I did, one item returned, three broken in shipping, and one who I believe was scamming me.
Not bad odds!
Linda
26. Jan, 2010
“Often their quote less than what I would have offered.”
I ment to say; Often their quote MORE than what I would have offered.
Brigitte
26. Jan, 2010
Thanks Linda. That’s exactly how I’ve handled as well and also have had little returns. They say offering a return policy no matter what increases sales so we’ll see!
Susan
07. Feb, 2010
Boy have I learned alot here. I quit offering returns in 3 days etc because ebay would override it now anyway! And since I sell craft books ….copyright laws come into play here…which is why I have a conflict with a lady right now over such a book…she is supposedly returning it but will just refund the book and shipping to her…then I no longer have a new book! Oh well…