Returns - glitch or another change? Anyone know?

[5216elisabeth]

I don't get a lot of returns requests but I have had one today and the usual options are missing.  Usually I see 3 options - send refund, message buyer, send your own returns label.  Today the only option showing is send refund.  

Does anyone know if this is another glitch or whether this is a permanent change?

If permanent, I do wonder where it would leave business sellers whose items are not suitable for a Royal Mail returns label or who prefer to use their own carrier contract for returns.

Thanks

marco@ebay

can you shed any light on this please?

[4_bathrooms]

It sounds like a return label has been automatically sent. Is this option enabled and/or do you have the RMA option enabled here?

[marco@ebay]

Hi 5216elisabeth, thanks for your post.

If you confirm the item number, I'd be happy to look into it for you.

Thank you,

Marco

[5216elisabeth]

Thanks. I will have a look in my settings although I haven't changed them lately.  I usually do send an eBay returns label so in that sense it isn't a problem, at least not on this one.  However I usually also send a message to the buyer through the returns case which I can't seem to do.  Unless it's the type of return, as I said I don't have many and it's a while since I had one of these ones.

[5216elisabeth]

Hi Marco

Thank you.  The item number is 136019785388.  I'm just wondering why the options I usually see on returns aren't available on this one.

Thanks

[5216elisabeth]

I've just had a look at those specific settings you indicated and no, I don't have any settings turned on there.  I know I do have, or did have, the setting to automatically accept returns on.  That's been the case for a good while though.  As a business seller I couldn't see any point in not doing.  

[4_bathrooms]

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@5216elisabeth wrote:

Thanks. I will have a look in my settings although I haven't changed them lately.  

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If those options aren't set and the package size is within what can be returned with Royal Mail or a Packlink carrier the buyer can choose an eBay return label at the seller's expense. If the item is too large/heavy for such a label the full return options are shown. Enabling the RMA option and disabling "eBay auto-approve" prevents the buyer from being able to choose an eBay return label meaning the seller always needs to upload one.

Does the case show a timeline?

[5216elisabeth]

Thanks for the info.  Are these new settings then that I hadn't picked up on yet?

I usually just choose to issue an eBay returns label to the buyer if a return is opened, which is an option I am always given.  I also always have the option to issue my own label.  The buyer doesn't choose, I choose.  I can send a message to the buyer through the case too, which I almost always do.  That option isn't showing today either.  That way all communication is visible on the case in the event of there being an issue later e.g. fraudulent buyer return.

The timeline just shows a return was started today and the buyer needs to send by 15th September.  Same format I usually see.  There is an RM label reference number suggesting an eBay return label has been automatically sent to the buyer.

[4_bathrooms]

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@5216elisabeth wrote:

Thanks for the info.  Are these new settings then that I hadn't picked up on yet?

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It has been this way for quite a while. If your previous returns were for items that were too large or heavy for Royal Mail/a Packlink carrier or eBay couldn't determine the size or weight that would explain why you saw the full options.  

I turned the RMA option on a few years ago because eBay sent a return label that was wholly unsuitable for the item being returned; this was despite the size and weight being correctly declared in the listing. This caused all sorts of grief with the case - eBay even held the (innocent) buyer responsible for not using a return label they had no means of using! Of course I voluntarily refunded the buyer myself but from that point on I ensured those options were set so that eBay did not issue the return label themselves. 

[5216elisabeth]

Thank you.  I will look into those setting a bit more, I can see how they might be useful.  If I used those settings would it mean I would always have to provide the return label myself instead of being able to issue an eBay one?

This is still a bit of a mystery though because the vast majority of my items are small parcel, possibly medium, in either under 1kg or 1-2kg.  That's what most of the returns I have had have fallen into too.  In this case I would have sent them the eBay returns label anyway but was wondering what might have changed in the last few months. It could be relevant for the future.  Not being able to send a message within the return is more annoying on this one.

[4_bathrooms]

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@5216elisabeth wrote:

Thank you.  I will look into those setting a bit more, I can see how they might be useful.  If I used those settings would it mean I would always have to provide the return label myself instead of being able to issue an eBay one?

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As I understand it if you have set "Approve a return automatically" in an automation rule on this page then an eBay returns label is automatically sent to the buyer when the conditions you specify have been met and the item can be returned via Royal Mail or a Packlink carrier - that is what I believe has happened in this case. If the rules aren't met but the item can be returned with an eBay returns label then you should still be able to purchase a returns label via eBay. If the item can't be returned with an eBay returns label due to size and/or weight then you need to upload your own returns label.

If the RMA option is enabled on this page an RMA number is required for the return label - I believe this overrides any options set on the above page. Like yourself I receive very few return requests and I honestly can't remember if I still have the option to purchase a label via eBay with this option enabled. Even if you can't you can still purchase a Royal Mail label from RM's website for the same price as purchasing via eBay and parcel brokers such as Interparcel, Parcel Hero, Parcel Monkey etc. often match or beat Packlink's courier prices (Packlink are a Spanish-based parcel broker themselves). Many of the other (UK-based) parcel brokers actually have far preferential terms and conditions to Packlink's with easier claims processes too.

[marco@ebay]

Hi 5216elisabeth, thanks for your patience on this and apologies for the delay.

Looks like @4_bathrooms is spot on here. It looks like it is all working properly, as in this is not a technical issue. The reason why you're only seeing the refund option is because this is an automated return (once the return is file, it is automatically accepted as long as it meets all the criteria). The option to contact the buyer is not there, as you don't really need to contact the buyer at that stage anymore. However, you can still contact the buyer no problem, just not from there specifically. In terms of the label, the label was already sent as well as part of the automated system, which is why you wouldn't see that option there either. 

I hope this helps, and thanks for the great input here @4_bathrooms 

Thank you,

Marco

[5216elisabeth]

Thank you very much for your time and the helpful information.  I haven't changed any settings so I will see what happens next time I get a return.  If the same thing happens I will take a look at those settings you indicated and see if I can tweak something.  I can't actually remember seeing those pages before but then I do most things using the app so that may be why.   

[5216elisabeth]

Thank you for looking into this for me.  I messaged the buyer from the order page instead in the end, I just like to give that personal customer service level where possible.