Handling returns on any platform can be tough. Here’s a few tips on how to navigate them on eBay!
First of all, I’d like to give a quick shout out to Sydney, for asking questions to begin with! Questions are always great to ask, especially if you are unsure of something. Don’t be afraid to stick your neck out and get some advice from others, as learning is ongoing! The reselling community has always been, in my opinion, extremely helpful and supportive, and I’d like to say I try to do the same. Keep asking questions, keep learning, and keep growing! You got this! Now for How to Handle Returns on eBay.
Here was the question at hand, “How to deal with garments and how they fit on the client.. how much of a hit does the seller take on EBay?” She also touched on, “Poshmark doesn’t do returns as far as I can tell.” Let me do my best to cover these questions in further detail, and get you on your way to less returns and more sales!!
Related: How to Selling on eBay
Related: Top Ten Tips to Getting Started on Poshmark
How Much of a Hit Does The Seller Take on eBay?
Okay. There’s a few key points to hit here when handling returns of ebay, so let me give it my best shot! To start, the seller ONLY takes a hit to their account if THEY are at fault. Keep this in mind, in regards to disclosing all and any potential or noticed flaws.
Let’s face it. eBay is a business, just like us resellers. They grow by making the monies, just as we do. We want only the best for our buyers, and so do they! This being said, eBay typically sides with the buyers in most circumstances. (In my experience)
However! If you stay true to your values as a business owner, and own up to your mistakes when they happen, (and they will happen! We are human!), eBay will usually take it easy on you. Their representatives are very kind, accommodating, and take all points of view into perspective if you call them right away and explain your situation.
If I ever have an issue needing resolved, or something that’s just a general question regarding my store and account, I call. It’s that simple.
How Do I Reach eBay Customer Service?
If you’ve sold on eBay for a bit, you know this may be just slightly more complicated than it used to be. Since the pandemic, and more people working from home, they have since switched their customer service line off, and have added more information online in their Seller Help Center.
I’ll link a few helpful pages below to get you familiarized!
Today, you need to go to their website, and click on what you need help with. Most times, your solution can be found through reading a forum, or chatting with their automated assistant. If this isn’t helpful though, you can click on “Have eBay Call Me.” This is usually what I prefer, as I can easily relay my problem to a representative, (wait times usually range from 1-15 minutes).
They’re much more helpful in my opinion than using something automated, as I can explain to them my situation, and they can give me their recommendations on what solution is best to move forward with. I can not say that I’ve ever left the phone call being unsatisfied, and I’ve been selling with them for over 2 years now.
How Does eBay Handle Returns?
eBay handles returns in a multitude of ways. This is obviously unique to every situation, and varies in every different case that may be opened. As I said before, most times, eBay customer representatives are polite, understanding, and will listen to your side of the story without question. They will base judgment from there, and will recommend the next best steps.
If you choose to complete returns on your own, this is completely possible! (And is the way I suggest trying for to begin with, before having to spend your precious time on the phone for who knows how long). Handling returns by yourself is usually pretty easy, and of course will get easier the longer you continue to sell on eBay.
What are my options on eBay?
If a buyer chooses to open a return case, you have several options to look at. You can select one of the options available:
- Accept the Return
- Offer a Partial Refund
- Offer a Full Refund
- Send the Buyer a Message
In most cases, I prefer to send the buyer a message, (outside of the return area, and through the regular message portal on eBay). This way, nothing is yet done with the return case, and I can get more of an idea of what the problem is with the package in the first place.
This allows me to work with the buyer, understand their point of view, and be more personal with them than simply selecting an option in the case section, and never speaking with them again. I prefer knowing as much as I can from the buyer, even if it was in fact my fault, as more feedback and suggestions from my buyers can only help in perfecting the flaws in my business!
Related: Keeping Yourself in Check as a Reseller
Take all the feedback you can get! There’s always room for improvement, so welcome it with open arms!
How I Make Decisions Regarding Returns
I prefer to look at my item, and make a decision on whether or not it’s worth it for me to have returned and try to sell again. I usually like to offer a full refund, if the item is under a certain amount. This saves the buyer and myself time and money on shipping labels and return costs, and both parties are content.
If however, the item is a higher end or more profitable item, I will simply reach out to the buyer and let them know that I will send them their full refund whenever the item has been returned back to me.
When the item in question falls in between these two circumstances, I prefer to offer a flat percentage as a partial refund. This way, both parties feel that a fair deal has been made, and everyone can leave the situation happy and knowing that they have dealt with a real human who understands their needs.
Want to know what that magic percentage is for me?! Let me know your thoughts in a comment below, and we can discuss how and why we prefer what we do.
Helpful Links to Get to eBay Customer Service
(With the last link above, you can scroll all the way to the bottom and click on Contact Us. Then, you can navigate through the options and choose the one that serves you best).
Stay tuned for next Monday’s post! I will go over more on How to Avoid Returns on eBay, if I prefer offering Free Returns, or Paid Returns, and if Poshmark Offers Returns!
Thank You!
A giant thanks to everyone that has supported me this far into my journey including today’s blog post How to Handle Returns on eBay! I greatly appreciate you returning to read my posts hope that you will continue to drop by in the future.
Please feel free to drop any comments below that you would like to add! I am always open to advice, suggestions, or even hearing related stories of your own!
I stay as active as possible in the comment section, therefore I will reply to any questions asap.
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Happy selling friends!
-Shelby
Related: Avoid Refunds on eBay
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