posted on July 2, 2001 02:11:52 PM
Did I miss something? A Buyer has just asked me if an item is covered by the "30 day guarantee" - if she is not happy with the item she can return if within 30 days. Of course, she didn't ask this question BEFORE bidding, only after she sniped someone to get it! Since when did ebay become QVC? I've got a funny feeling she may want to USE the item for a few weeks and then send it back to me and want all her money back!
posted on July 2, 2001 04:40:13 PM
I have never stated a return policy, in fact, in 2 years of selling on ebay, I have never had a question about one. When I read auctions that say "all sales final" I think it's a turn off for Buyers who may think this Seller isn't completely representing the item. Saying "satisfaction guaranteed or your money back" - less shipping, ebay, AW and PayPal fees?!? would make a Buyer feel like geez, why would she state a return policy unless she expects to get a lot of returns? Isn't this what feedback was supposed to tell Buyers - "item as described", "great widget", "very happy with quality", etc? Why open yourself up to buyers remorse when they get the item and the spouse sees it and says "You spent HOW MUCH on that?" Do folks that sell clothing have a stated return policy? An "all sales final" would scare off Buyers who weren't sure of size or fit, yet the "satisfaction guaranteed" might attract those that wear the item to an event and then send it back. B&M stores can absorb these returns easier than an ebay seller.
posted on July 2, 2001 04:59:44 PM
I sell a lot of clothes and state that returns are at my discretion. It holds out the hope of a return without setting me up to be a total sap. In 1100+ sales I've only issued 5 refunds and only 2 of those were requested by the customer.
posted on July 2, 2001 05:45:57 PM
I do have a return policy in my TOS and I guess it might look like I "expect" a lot of returns, but I have only had 2 items returned and I held out the postage and non-refundable fees! Neither complained. They were happy to be able to return the item and get back the majority of their money! I guess it really depends on the category you sell in. I find it hard to expect someone to pay me a high price (hopefully) for something they can only see. Both buyers left me good FB and one of them has since purchased several more items from me (without returning them) because she knows she can try it on and if it doesn't "work" for her, she can get most of her money back!
I also limit the time they can request to return the item. I give them 3 days, from their receipt of the item, to notify me if they want to return the item for any reason and then request the item be returned within 10 days. I also am clear that the refund is issued after I have the item back in my hand. I do this because because of "real life" experiences!
I had a dress shop for a few years and allowed women to take items home to "think" about them. Normally, they would return and pay for the item/s within the week. One lady was always asking to take the items home to try them with her "accessories". She unfortunately would bring them back, having decided they would not do. I put a stop to that when I pick up our local paper and there she was on the front page accepting some kind of award for service wearing one of the dresses that she had taken home for a try-on and then returned as "not working"!
I cut the picture out and placed it on the check-out counter. Never said a word to her, except to compliment her on the award. She NEVER returned an item again!
posted on July 2, 2001 07:48:39 PM
Thanks for the comments! I like the "returns accepted at my discretion" - it lets the Buyer know you're willing to work with them, but YOU are in charge. A time limit for returns is great also and refunding the purchase price after you have inspected the return is a smart idea. The gall of that woman to "try out" a dress and get her picture taken! She should have paid a "rental" fee on the use of the dress and the dry cleaning bill! I did reply to my particular Buyer that I want my buyers to be satisfied with their item and I would refund the purchase price if she was unhappy with it.
