Returns Policy for Business Users

[saffroncommercial]

I have had a number of buyers who have purchased an item and then on receipt have decided that they "don't like it".  We find this particularly irritating as out listings are very detailed with lots of photographs.

While i appreciate that the buyer has the right to return, I do not see why we should have to bear the cost of the postage to them.  In some cases the cost of the postage is a substantial part of our profit and the time spent dealing with a return reduces the profit to zero.

Is there a way in which we can have a returns policy that ensures that the buyer pays for the postage that we incur as well as the postage of the return in the event that it is a silly reason such as "I didn't like it" or "I changed my mind"!!??

We are new to selling on Ebay and would be grateful for any advise as how to deal with this and recover our postage costs.

Thanks

[ile136yz]

On your Adverts you have 'Buyer Pays Return'

For any returns you have to pay for such as Not as described or lost, work the cost into your listings.

[saffroncommercial]

Thank you for the help, however where do I have the "Adverts" section to make the change??

[saffroncommercial]

Just to clarify my comments, I would like to have a policy whereby the buyer pays not only the return postage, but also the initial postage when they placed the order.  For example if the cost of the postage to the buyer when they placed the order was £5.00 and the cost of return postage is £5.00 then the buyer would have £10.00 deducted from their refund.  Is that possible???

[jonatjonatjonat]

On the issue of outbound postage costs, suggests you read up on UK distance selling. Certainly within 14 days, they are entitled to a full refund includng postage.

https://www.gov.uk/accepting-returns-and-giving-refunds

thats completely irrelevant from what I can tell in your listings as you offer free postage, so there is nothing to deduct (even if you could)

[rainbowtrax]

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@saffroncommercial wrote:

Just to clarify my comments, I would like to have a policy whereby the buyer pays not only the return postage, but also the initial postage when they placed the order.  For example if the cost of the postage to the buyer when they placed the order was £5.00 and the cost of return postage is £5.00 then the buyer would have £10.00 deducted from their refund.  Is that possible???

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No, by law you have to refund the full amount paid on any return for any reason within 14 days.

[ile136yz]

Hi,

The other members have answered your query since you asked me regarding the full refund.

Regarding changing your advert, it is eBay that added 'Buyers pay for the return postage' (this is usually for change of mind). 

Something I noticed on your adverts, you are offering 2nd class postage, do you mean RM48/24 Tracked? as Buyers will have to use the same type of postage so it is covered by insurance.

[gatefittingsdirect]

We have one product that makes up the vast majority of buyer returns, very annoying as there are very clear dimensions and what it will fit and won't fit. 

Sadly, many buyers do not read the item description, choosing to look at the photographs instead. We added £1.00 to the product to cover the returns which probably run at 1 in every 10 purchased. 

Our postage cost to the buyer represents 30% of the product price, its quite a hit for a return.  

[saffroncommercial]

I send all of our packages by tracked postage, although I must admit that i do this on the sale and have neglected to change the postage policy, as I found this section a bit confusing too.  It was much easier when it was automatic!  🙂

[saffroncommercial]

Thank you for that as it is a point that I had not considered.