posted on December 11, 2013 10:22:04 AM new
We have a return policy only for new items, but want to start offering a 14 day policy to qualify for the 20% discount. Fees are eating us alive.
Here is my starting point. Constructive input is appreciated, particularly if I am missing something or wouldn't meet eBay policies.
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Please read our return/exchange policies before purchasing. We have specific policies to ensure that we cover our basic processing costs. Buyer agrees to these policies when purchasing items from us.
• Return/Exchange requests must be received within 14 days of receipt and must be postmarked and shipped within 3 days of return request. Buyer pays all return shipping costs. Buyer is responsible for the safe return of the item and should insure against loss or damage while in transit.
• Restocking Fee: All items are subject to a restocking fee of 10% of the sale price + seller shipping cost. We will deduct the original shipping fees we incurred even if the item included Free Shipping. Example: ($100 item with free shipping may cost us $18 to ship. Total Restocking fee is 10% + $18 = $28).
• Vintage/Used Items: Vintage or Used items must be returned in the same condition as it was listed. Items that show damage or wear beyond the listing description will not be refunded and reported to eBay.
• New Items: New items must be returned in unopened original packaging in sellable condition. Items not returned in this condition will be reported to eBay.
• Refunds will be issued per eBay policy, once item has been received and inspected. We will contact buyer if there are any issues or concerns.
[ edited by shagmidmod on Dec 11, 2013 10:26 AM ]
posted on December 11, 2013 11:27:28 AM new
Looks good to me, but buyers can always get around TOS. Mostly by INAD.
Lately I have not had returns, just complaints & when I offer refund after return (no restocking or any conditions), they never return item, just leave neg.
posted on December 11, 2013 12:10:06 PM new
You are correct, but most buyers are not cynical or trying to pull something over sellers.
In addition, the INAD is always a threat whether there is a return policy or not.
I had someone email us today after buying an item from us. All they did was complain about the quality of the item and comment, "no wonder you don't have a return policy". There was nothing wrong with the item. We have actually used the item they questioned, sold it to others and nobody including ourselves have had issue with it. They just had greater expectations for it than what they received. I offered a return with a flat 15% restocking fee. Whether they take it or not is up to them. I haven't heard anything yet.
We have a "no return policy" strictly for vintage items, but want to qualify for the discount after reviewing the missing savings over the last year. We have never offered returns for anything vintage because of the use factor of an opened item. We risk the "bench testing" from buyers when there is no packaging involved - things like, buying some coffee cups and then breaking one while loading into the dishwasher, or using it for a photo shoot and then returning it.
Our idea is to prevent frivolous returns, get our discount in the process and increase our visibility... because we think we earn it by how well we perform - not by stupid policies like 1 day handling and offering returns.
The cynic in me expects eBay to raise the bar again soon, by requiring buyers to use their "Easy Return" system where the seller covers the cost.
[ edited by shagmidmod on Dec 11, 2013 12:13 PM ]
posted on December 11, 2013 01:33:38 PM new
I have a 14 days return and 7 1/2% restocking fee,this is how buyers get around it-
(1) Overseas buyer claimed item not as described and poor quality so she returned the item in the gift box which comes with the item.
The gift box is not a shipping box so it arrived damaged.
the item is as decribed but this is how she can avoid restocking fee by saying it is not as described.
The item was sold for 150,I offered 125 refund as I paid someone to restore the item which cost me $25.
She disagreed,she thinks since item is not as described,I should pick up shipping both ways.
She threatened to neg me and get Ebay involved.
(2) Domestic buyer bought an expensive watch for her mother in law,mother in law does not want it.
To avoid restocking fee,she refused the package,30 days later it came back to me marked 'REFUSED'.
I refunded her the original purchase price less $10 to cover insurance,and she thanks me.
Shag,
There are so many sellers on Ebay and each has his/her own terms,a buyer may never buy again from the same seller and it is very time consuming to find an item you are looking for and then read terms,how many seller terms do they have to read to find an item?
No matter what your terms are,they will find a way to go around it,I see you have 10% restocking plus shipping.
posted on December 11, 2013 02:18:06 PM new
"•Restocking Fee: All items are subject to a restocking fee of 10% of the sale price + seller shipping cost. We will deduct the original shipping fees we incurred even if the item included Free Shipping. Example: ($100 item with free shipping may cost us $18 to ship. Total Restocking fee is 10% + $18 = $28). "
shaq - "free shipping" is free shipping - I believe you would run into problems with this. The use of the word "free" indicates that there is no cost to buyer for shipping. Your free shipping which is not free shipping could be considered fraud.
posted on December 11, 2013 02:18:23 PM new
question-
Seller sends buyer a request to cancel the transaction to get his FVF back from EBAY.
If we charge a restocking fee,buyer can always refuse to agree to cancel the transaction,then we are stuck with FVF for an item returned?
posted on December 11, 2013 03:00:05 PM new
It sounds good to me but as everyone else said - there are ways around it.
It's like what they say about locks - they only keep honest people out.
posted on December 11, 2013 03:09:00 PM new
I have a no questions 14 day return policy and rarely get returns.
Funny thing is that almost every time I've had a return - I've resold the item for more.
Once I sold a pair of Tiffany earrings for $125 - the buyer said they didn't look right to her?? She returned them - I refunded and reimbursed her for return shipping.
I relisted them just as I had the 1st time - they sold for $225. The buyer was happy as a clam and so was I.
posted on December 11, 2013 04:54:07 PM new
I wish I could sell my returned items for more,but no such luck.
What bothers me is that overseas buyers waste no time to return item,shockingly with online tracking and signature confirmation and they dont have to pay much,like $10 to $20 dollars.
There is no way we can ship an overseas package with online tracking and signature confirmation for under ??89 dollars? if USPS Intl express guarantee or like Bill uses often-add $15 as registered mail.
posted on December 11, 2013 06:43:39 PM new
Free shipping is free to the buyer for purchasing the item. If they are not going to accept the item once it has been sold, then they do not get "free shipping".
Fraud is when you misrepresent something purposely and/or is against the law. This is clearly spelled out in the terms. We would provide a copy of our shipping cost to any buyer that wishes to return the item.
We considered doing a flat percentage, like 15-20%, but our items fluctuate so much in size and shipping cost that some people would pay too much and others would pay too little.
A $1000 item with a 15% restocking fee will incur $150. If shipping cost is $300 we lose $150. If shipping cost is $30, then the buyer is losing out. We were trying to find a balance.
[ edited by shagmidmod on Dec 11, 2013 06:44 PM ]
[ edited by shagmidmod on Dec 11, 2013 06:44 PM ]
posted on December 11, 2013 07:05:11 PM new
if shipping for a 1000 dollars item is 350 and restocking is 150,I doubt if buyer will return the item,OR rather not buy at all.
posted on December 12, 2013 05:45:32 AM new
The whole point, lost, is we don't want them to return things just because they changed their mind. If they do, there are costs.
posted on December 12, 2013 11:51:17 AM new
This would encourage them to find the same item in local brick and mortar store,if they can find it at all.
What is wrong with saying shipping is not refundable and buyer is responsible for return shipping,that would be fair for both buyer and seller?
Buyer pays shipping anyway,whether is free shipping or buyer pay shipping/
