TurboLister update wipes out returns policy

October 24, 2008

There is a major update to TurboLister today which wipes out any existing returns policy set on users templates. Once the update is installed you’ll need to go back in to each listing (or use multiple edit) and re-enter your returns policy details.

This change updates TurboLister in line with the removal of the returns drop down to specify 7, 14 or 30 days for accepting returns.

There are now only two options - “Returns Accepted” and a returns policy, or “Returns Not Accepted” in which case there’s a warning reminding sellers that they buyers may have legal rights to return items.

For users who were signed up to the TurboLister Beta program you’ll be updated to the non-beta version now the full release is available.

Edited to add: There’s another glitch which is removing returns policies from live listings. The returns policy details on the old version eBay are displaying a message “The seller will not accept returns for this item.” Switching to the new page displays the sellers full returns policy.

Edited to add: eBay have confirmed the glitch in TL and issued and a fix was issued on Saturday. If you’re still having problems with your returns policy in TL you’ll need to update again to get the latest good version.

Written by Chris Dawson · Filed Under Site Changes, eBay.co.uk | 49 Comments 

eBay begin removing returns details from listings

October 21, 2008

eBay have begun the process of removing returns information from listings. Previously a sellers would select from a drop down box specifying whether they’d accept returns for 7, 14, or 30 days of receipt. This option is being removed from listing tools and sellers will need to include the information within their main returns policy.

Old Returns Policy Format

Old Returns Policy Format


This change was announced back in August and if you’ve not already updated your returns policy you’ll soon not be displaying a period in which returns are accepted.
New Returns Policy Format

New Returns Policy Format


Business sellers should remember that although the law specifies returns must be accepted for a minimum of 7 working days from receipt of the item, eBay insist sellers accept returns for at least 14 days from receipt. This is to give buyers enough time to let the seller know about the cancellation and post the item back.
 
If you’ve not already updated your returns policy it’s time to get the job done - if you don’t specify a returns period the law mandates your buyers have up to 3 months and 7 days to change their mind and request a return for a full refund.

Written by Chris Dawson · Filed Under Site Changes, eBay.co.uk | 32 Comments 

Buyers rights highlighted in listings

July 5, 2008

eBay have recently started highlighting buyers return rights on fixed price listings, spelling out that buyers have a minimum of seven working days from receipt of the purchase to change their mind and return it.

 

While eBay are emphasising the rights of buyers what is less clear are the rights of sellers. In the original business requirements announcement eBay specified that sellers must accept returns “within 14 days of receipt” even though the minimum proscribed by law for a buyer to change their mind is 7 working days.

The explanation to sellers is: “We require business sellers to accept returns for a minimum period of 14 calendar days so that the buyer has enough time to let the seller know about the cancellation and post the item back.” It would have been a lot clearer for buyers if eBay had simply specified business sellers must accept returns within 7 working days, as specified by the law, without allowing for transit time.

By informing buyers that they have up to 14 days to return an item, many will interpret this as notifying the seller they wish a return after two weeks (not including transit time), especially as a 14 day returns policy reads “Item must be returned within: 14 Days of receipt”, not “Returned item must be received by the seller within: 14 Days of receipt”.

eBay have effectively increased a minimum requirement of a 7 working day returns policy to a 14 day returns policy. Many sellers have routinely offered returns policies longer than the minimum required by law and if eBay want to insist that all sellers offer extended returns policy, in principle, it’s arguably a good move. What I do disagree with is the confusing messaging as 7 working days, 14 days and no mention of transit time leave buyers without clearly stated, easy to comprehend, returns rights.

Written by Chris Dawson · Filed Under Site Changes, eBay.co.uk | 16 Comments 

Returns policy and handling time compulsory from October

June 29, 2008

The eBay Developers’ Blog brings the news that as of October, all listings must specify both a returns policy and a handling time. Until now, returns policy has been an optional field when listing on .com, though on some other sites including eBay UK it is compulsory to specify a returns policy. A new field, “who pays for return shipping”, will also be introduced.

Adam Trachtenberg spoke about this at DevCon, but this is the first time we’ve had a specific timeline mentioned. eBay have said that for sellers on .com, who do not by law have to accept returns, it will be permitted to specify ‘no returns accepted’ as a returns policy. I’d urge sellers to consider a returns policy as a selling point: ‘I allow returns’ says to your buyers that you stand by the accuracy of your description and the quality of your goods. Nothing boosts buyer confidence in the item they’re about to purchase than the idea that they can change their mind if it’s not exactly what they want.

Written by Sue Bailey · Filed Under Selling Tips | 12 Comments 

14 day returns : bulk editing your listings

April 23, 2008

This post was written in April 2008; specific information contained within it may be out of date.

eBay Pink Kerstin has posted some clarifications regarding eBay’s new 14 days returns policy, to which sellers must adhere after the 1st May.

She outlines two possible methods of “bulk editing” your listings:

1) download all your live listings into Turbo Lister, bulk-update the returns policy, and re-synchronise with your live listings.

2) via My eBay:

  • define a return policy in My eBay under My Account > Site Preferences > Business Seller Preferences > Show Business Seller Information on View Item (it isn’t necessary to select to show your business info on the view item page)
  • go to Active Items in My eBay, and select all items which do not have bids/purchases
  • click Edit
  • under Business Seller Information, select the box for Business Return Policy
  • on the next page select Business Return Policy > Update to all

Either of these methods should add a 14 day returns policy to any listings you have without BIN purchases or bids, but sellers who use SIF format will still be unable to edit any listings which have had purchases. Regarding this problem, Kerstin says:

items cannot be edited if they had purchases. They will have to be ended at some point, revised to include your return policy and relisted. Fees for SIF items are charged every 30 days, so I would advise to end SIF items close to the end of their 30 day period. This way you will not incur extra fees. It is acceptable that active SIF items will not have the correct returns requirements immediately after the 1st May but they will have to be in line with the requirements by 31st May.

(Emphasis mine.)

Sellers using GTC can at least thus end listings as they are due to renew, and relist them with an updated returns policy. It’s a pain, but it’s not quite as much of a pain as it could have been. That said, if eBay want to encourage sellers to upload their entire inventory to the site, how about making more elements of SIF listings - P&P, for example, payment methods and returns policies, or even listing template - editable without having to constantly end and relist.

Written by Sue Bailey · Filed Under Featured | 31 Comments