Comments on: Gonna try offering returns

By: Susan

Susan — Sun, 07 Feb 2010 08:52:12 +0000

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…

By: Brigitte

Brigitte — Tue, 26 Jan 2010 17:50:07 +0000

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!

By: Linda

Linda — Tue, 26 Jan 2010 17:21:13 +0000

“Often their quote less than what I would have offered.”
I ment to say; Often their quote MORE than what I would have offered.

By: Linda

Linda — Tue, 26 Jan 2010 17:18:55 +0000

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!

By: Becky

Becky — Tue, 26 Jan 2010 01:48:31 +0000

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.

By: Brigitte

Brigitte — Mon, 25 Jan 2010 22:27:30 +0000

Great info there!

By: Christopher

Christopher — Mon, 25 Jan 2010 21:59:33 +0000

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.

By: Brigitte

Brigitte — Mon, 25 Jan 2010 21:21:35 +0000

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.)

By: Deena O'Daniel

Deena O'Daniel — Mon, 25 Jan 2010 21:14:24 +0000

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.

By: Susie

Susie — Mon, 25 Jan 2010 17:00:13 +0000

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!