eBay Sellers Unable to Accept Returns – Why?
I see this type of statement on eBay listings quite frequently, “I do my best to assure customer satisfaction. However, I am unable to allow returns or refunds.” As a eBay customer, and eBay consultant, I have to ask, why? You are “able” to do anything you want, it is your eBay store.
This type of statement will literally cripple your online business and says to your customers, “Once I get your money, you won’t see it again, even if you aren’t satisfied with the purchase.” How can sellers expect potential customers to trust them without standing by their products?
Especially if you are selling clothing or shoes, how can you expect your customer to know if the item will fit her or not? All brands of clothing are made differently and sizing is not universal.
As an eBay seller who has sold over 15,000 items on eBay (most of them clothing), I have to share that allowing refunds and returns can only help your business. The sales you will make by having a return or refund policy will by far outweigh the money you will lose by accepting returns. My return policy reads,
“100% satisfaction guarantee on all items. Returns accepted 30 days from date of purchase. Item must be returned in original condition, with tags if applicable. Return shipping is customer’s responsibility.”
A fair return policy is essential for making sales. Look at the big picture.
1) Customers who see a fair return policy will be more likely to buy from you. Allowing returns gives your customers options. That is all they want – options. Clothing may not fit, the color may not be right, or a million other reasons. Give the customer the option to return the item. You will benefit in the long run by building a loyal customer base.
2) If an item is returned, just relist it and sell it to someone else. Many times, the item sells for more the second time around.
3) Sometimes you will be contacted by a customer who wants to return an item. In most cases, they never get around to it and you won’t see the item again.
4) Make sure your policy states that the customer is responsible for return shipping fees.
5) In my 5 years as an eBay seller, shipping 300+ items a month, I see less than 5 returns a month. Maybe one a week if that many. This is a very low percentage based on total sales. I wish I had a way to calculate all of the sales I made just by having a fair return policy.
eBay is becoming more and more competitive. If you want the sales, you must be aggressive in creating your policies. Customers want to hear what you will do for them, not what you won’t.
