Common Questions We Get About Returns:
Should I offer returns?
To be a top rated seller on eBay you must offer 30 day returns. Contrary to popular belief, a longer return window does not increase your number of returns. If a person is actually going to return an item, they will do so immediately. If they are trying to run a scam, they will also do so immediately. Offering a longer return policy does nothing but improve your level of customer service and get you a cool discount on Final Value Fees. Plus there's the possibility that they'll put off returning and just forget about it...
Example eBay Return Policy:
"We accept returns for any reason! Our goal is to always provide 5 star customer service. If you are not fully satisfied with the product you receive or our service, please contact us and we will strive to meet your expectations. If a return is necessary, please initiate a return through eBay’s return system and we will issue you a refund upon our receiving and inspecting the item. Items must be returned in the same condition in which they were sold. New items must have tags still attached. To be eligible for a return, the return must be initiated and the item postmarked within 30 days of your receiving the item. All items returned are subject to a 20% restocking fee at our discretion."
Should I charge a restocking fee?
*Do not charge a restocking fee as revenge to an problem customer who forced a return. The type of seller who creates problems is the same type that would simply love to leave you negative feedback. Don't give them a reason.
How returns work on eBay:
eBay will guide you through the process to have a perfect and painless return. Follow their advice and never refund before receiving and inspecting the item. If the sellers returns an item that is obviously not in the same condition as it was shipped in, contact eBay before refunding.
This leads us to another piece of advice, if you have been taking pictures of things as you pack and ship them just in case the buyer breaks the item and tries to return it....stop it. The pictures prove absolutely nothing. You could have broken the item after taking a picture. eBay does not care about the pictures and your time is better spent listing new products.
What counts as a defect?
When can I get negative feedback removed?
Never ever give into feedback extortion. If says anything along the lines of, "Unless you do X, I will be leaving negative feedback" contact eBay immediately. Be professional, stick to your policy, and if they do leave negative feedback odds are that eBay will remove it for you.
Should I agree to a partial refund?
Long Answer: Partial refunds are very useful but are one of the most abused systems (by buyers). A partial refund is completely acceptable as method of satisfying your buyer after you made a mistake. Unfortunatly, we have recieved many messages along the lines of, "Hey the boots are really great but run a bit smaller than I expected. I gave them to my daughter though and she loves them. However I would never pay that much to buy boots for her. Can we reach an agreement so that she can keep the boots? " No we cannot. If you buy something from me, you agree to the price. If you decide that it isn't for you, someone else will want it and you can return it. And you pay for shipping on the return as well... See more about partial refunds in the "scams" section below.
Avoiding Common Scams
The Switcheroo Scam
We have several friends who include something along the lines of this in their listing, "We mark all of our products with a small mark which only shows up under UV light. If you return an item, we do not refund until we have ascertained that the item we receive in return was indeed the item we shipped." Whether or not this is effective (or even if our friends actually mark their stuff...) is up for debate but you might consider this option if you are overly concerned. However, we do not mark our items and have no intention of starting.
The "Damaged Goods" Scam
The "Partial Refund" Scam
We are very sorry to hear that you are unsatisfied with your purchase. Although we do not offer partial refunds, if you initiate a return through eBay we will gladly accept the return and refund you the entire original cost plus shipping! Again, we apologize for this convenience and offer our thanks for allowing us to fix this problem.