Loosing packages with Returns

[aking]

So how do you guys deal with returns?

My issue is when a buyer wants to do a return through eBay, the address in the system obviously is not my mine.

I try to explain to the buyer that they need to ship to the return address on the package, but they only want to ship to the address eBay tells them so they receive their refund, which I don't blame them for that.

I can't even pick the items up from the post office b/c the package is not addressed to me but to the stealth name. I also do not want to pay for a PO box for every account.

Can I just put my address in as the return address instead of the stealth address?

[Haidukken]

I hardly ever get returns, maybe 1 every 300 transactions? Mostly because its easier for me to offer a good partial refund if they find a legit fault with the item(Sometimes I miss something small). Most agree with partial refunds but the ones that don't and want to send it back, I always ask for them to ship it to my real address and I explain that I'm currently away in another country and I just don't want things to get lost in the post or get mixed up in my local depo, so it would be "safer" to send it to my "friends" address.

Thus far I've never had any problems, but maybe its down to the category and my customers and my own customer relations skills perhaps? I mean, I'm pretty good with people and I'm convinced that I can make them feel totally safe with my messages and it all feels reasonable and not fishy.

[jeffweico]

Not if that address has been burned with eBay in the past. And especially not on more than one account. Unless someone else has a different experience???

I use one PO Box for all of my returns, but I don't put the address into eBay. When I receive a return request, I just tell my customers to send it to the return address on the package. If they say they do not remember it, I give them the PO Box through eBay messaging. I filed a DBA for something like "Returns Center" so the name is generic. I have never had a problem. I have never had a customer refuse to return something to that address.

[dealagreeproceed]

usually if you print label off yourself and send to customer they will use it regardless of address...

[aking]

Originally Posted by jeffweico

Not if that address has been burned with eBay in the past. And especially not on more than one account. Unless someone else has a different experience???

I use one PO Box for all of my returns, but I don't put the address into eBay. When I receive a return request, I just tell my customers to send it to the return address on the package. If they say they do not remember it, I give them the PO Box through eBay messaging. I filed a DBA for something like "Returns Center" so the name is generic. I have never had a problem. I have never had a customer refuse to return something to that address.

Good point, as long as the PO Box is not used to make an account I am good. I think I'll go ahead and get a PO box and have all return come to it. One problem solved! Thanks buddy.

[aking]

Originally Posted by dealagreeproceed

usually if you print label off yourself and send to customer they will use it regardless of address...

Some do, some don't. The ones that don't I end up loosing.

[dan_ebay]

I never have a issue telling them to return to a different address. I've noticed recently though on a lot of accounts I've offered a partial refund and if they refuse I just ignored them, they opened a case and ebay refunded the majority of them without taking my money and removed the defect

[yotano211]

Like jeff said, I also use the same thing, a box for returned item.

But I put in the return message, I put MR or Mrs or Dr (my last name or first name only). I mix it up with my 3 names, as long as the mail box store see one of my names on the return package they'll accept it.

[hAve]

You can use your address in a few different ways, it's hardly that ebay will track that down

an example

1 Windsor Road
No 1 Windsor Road
Number 1 Windsor Road
Number 1 of Windsor Road
1 of the Windsor Road

This works for me, never have been suspended on eBay because of return address this this tactic

[aking]

Originally Posted by dan_ebay

I never have a issue telling them to return to a different address. I've noticed recently though on a lot of accounts I've offered a partial refund and if they refuse I just ignored them, they opened a case and ebay refunded the majority of them without taking my money and removed the defect

I dont really get what you said, how can they refund the buyer without taking the money? The funds have to come from somewhere.

[aking]

Originally Posted by hAve

You can use your address in a few different ways, it's hardly that ebay will track that down

an example

1 Windsor Road
No 1 Windsor Road
Number 1 Windsor Road
Number 1 of Windsor Road
1 of the Windsor Road

This works for me, never have been suspended on eBay because of return address this this tactic

Using different variations of my address. I like it!

[yankee]

Originally Posted by aking

I dont really get what you said, how can they refund the buyer without taking the money? The funds have to come from somewhere.

Happens every single day, Ebay takes the loss.

[dan_ebay]

Originally Posted by aking

I dont really get what you said, how can they refund the buyer without taking the money? The funds have to come from somewhere.

ebay pay it, I've had about 5 like that in the last couple of weeks and ebay refunded 4/5 because they see you've been reasonable offering a partial refund I assume

[Dmshark25]

Originally Posted by dan_ebay

ebay pay it, I've had about 5 like that in the last couple of weeks and ebay refunded 4/5 because they see you've been reasonable offering a partial refund I assume

I think I'm missing something also. So your saying a buyer opens a return request, you offer partial refund and they don't accept. You than ignore the buyer and eBay pays???

What am I missing

[yankee]

That is exactly it Dmshark25. Very common with items under $50.00

[jrandleww]

If the item being returned is not that expensive, offer to issue the refund immediately if they agree to ship the return to the new address you give them because you are going to be out of town for 2 weeks. People are actually pretty honest and won't send you an empty package.

[dan_ebay]

Originally Posted by Dmshark25

I think I'm missing something also. So your saying a buyer opens a return request, you offer partial refund and they don't accept. You than ignore the buyer and eBay pays???

What am I missing

Also when I tell the buyer they can return but don't pay postage on requests. Like this:


A case has been opened because the buyer has an issue with an item purchased from you. We reviewed the case and have decided to issue the buyer a refund of £9.95 without any impact to you. The refund includes the purchase price plus original postage & packaging.

This case is now closed. You aren't required to reimburse the buyer or eBay and this case will not be counted in your seller performance evaluation.

You can view the details of the case in the Resolution Centre.

Comments:
We'll be issuing the buyer with a refund in this case. You don't need to do anything else. This case won't be included when we evaluate seller performance. Note: It may take up to 24 hours to update your Seller Dashboard.

[Dmshark25]

Originally Posted by yankee

That is exactly it Dmshark25. Very common with items under $50.00

I had a return request a couple days ago Yankee, it was for $47. Now if I would of offered a partial refund , and than the buyer did not accept, if I'd just ignore everything after that eBay steps in and pays the item and removes defects?

[dealagreeproceed]

case by case basis people. don't get too excited. the cheaper the more likely it is to occur

[GhostOfAmazon]

Originally Posted by Dmshark25

I had a return request a couple days ago Yankee, it was for $47. Now if I would of offered a partial refund , and than the buyer did not accept, if I'd just ignore everything after that eBay steps in and pays the item and removes defects?

I've had plenty of items eBay has refunded the buyer for and not charged me.

They eat the loss, because if you're a good seller and the buyer doesn't have a history of fraud, there's more money to be made in keeping both parties happy.

As deals said, it's case by case, and I do NOT recommend ignoring buyers personally, I'll usually say "Heres what we can do: blah blah blah." and keep repeating that two or three times before I ignore them altogether, this way eBay can see I did my best to work with the buyer before shutting the negotiation down.

[solefoodbk]

Originally Posted by GhostOfAmazon

I've had plenty of items eBay has refunded the buyer for and not charged me.

They eat the loss, because if you're a good seller and the buyer doesn't have a history of fraud, there's more money to be made in keeping both parties happy.

As deals said, it's case by case, and I do NOT recommend ignoring buyers personally, I'll usually say "Heres what we can do: blah blah blah." and keep repeating that two or three times before I ignore them altogether, this way eBay can see I did my best to work with the buyer before shutting the negotiation down.

This would be called "faulty returns".

Make sure you say it exactly as stated "faulty returns". Most if not ALL reps completely dismiss anything you have to say as if this policy doesn't exist if you don't call it that.

At least that's what I've experienced.

I sell clothing so say if the person returns it with a stain its the whole he said she said type of thing. I can't prove what I'm saying is true nor can the buyer BUT since buyer is GOD they win these types of cases regardless BUT so can we with the faulty returns, like GOA said.

Most sellers I'm sure don't even know it exists because they don't promote it. If your good at speaking with them, this is how you can almost always win the case IF your in good standings (i.e near 100% feedback, t.r.s helps, HIGH dsr's, and LOW defects...your good to go

[GhostOfAmazon]

Originally Posted by solefoodbk

I sell clothing so say if the person returns it with a stain its the whole he said she said type of thing. I can't prove what I'm saying is true nor can the buyer BUT since buyer is GOD they win these types of cases regardless BUT so can we with the faulty returns, like GOA said.

Most sellers I'm sure don't even know it exists because they don't promote it. If your good at speaking with them, this is how you can almost always win the case IF your in good standings (i.e near 100% feedback, t.r.s helps, HIGH dsr's, and LOW defects...your good to go

I appreciate the vote of confidence but I'm not familiar with the "faulty returns" policy. I guess I've been unwittingly following it.

I've never uttered the words, and I certainly don't claim to have a fool-proof "get eBay to refund the buyer out of their own pocket" method, but as you said, if you have a history of providing excellent customer service and quality products and your metrics show it, AND you have tried communicating with the buyer politely and professionally, oftentimes eBay will take a neutral stance, refunding the buyer but letting you keep the money AND not holding the defect against you.

It's not something you can count on every time, but when it does occur, it's nice.