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Handling and Automating Returns

Handling and Automating Returns

Whether you are looking at expanding your business or are looking at maintaining a sustainable business, it is important that you set certain automation rules in place – especially when it comes to handling request for returns (“Return Requests”)!

Whether you are looking at expanding your business or are looking at maintaining a sustainable business, it is important that you set certain automation rules in place – especially when it comes to handling request for returns (“Return Requests”)!

Buyers are looking at the speed at which you as a seller are:

  1. Handling their Return Requests; and 
  2. Getting those Return Requests resolved (mostly with a refund).

So, to save time when you are managing Return Requests you can set up rules to:

  1. Automatically accept returns; and
  2. Send immediate refunds.

Buyers are looking at the speed at which you as a seller are:

  1. Handling their Return Requests; and 
  2. Getting those Return Requests resolved (mostly with a refund).

So, to save time when you are managing Return Requests you can set up rules to:

  1. Automatically accept returns; and
  2. Send immediate refunds.

A returns policy gives a buyer the opportunity to return the item if, for example, it doesn’t fit or they simply don’t like it. Many buyers only make purchases from sellers that offer a returns policy. So having a returns policy can give you a competitive advantage.

A returns policy gives a buyer the opportunity to return the item if, for example, it doesn’t fit or they simply don’t like it. Many buyers only make purchases from sellers that offer a returns policy. So having a returns policy can give you a competitive advantage.

There are two categories of Return Requests from customers

There are two categories of Return Requests from customers

SNAD
(Significantly Not As Described) —

Where the item received is Significantly Not As Described in the listing. In this case, you can:

  1. Refund the buyer and get the item back. The seller covers the cost of the return.
  2. Offer a replacement item.
  3. Refund the buyer, the buyer keeps the item.
  4. Offer a partial refund.
  5. Send a message to the customer to solve the problem.

Remorse Return —

This is the return of an item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it.

In such cases, the responsibility for the costs of the return is according to the seller’s policy.

SNAD (Significantly Not As Described) —

Where the item received is Significantly Not As Described in the listing. In this case, you can:

  1. Refund the buyer and get the item back. The seller covers the cost of the return.
  2. Offer a replacement item.
  3. Refund the buyer, the buyer keeps the item.
  4. Offer a partial refund.
  5. Send a message to the customer to solve the problem.

Remorse Return —

This is the return of an item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it.

In such cases, the responsibility for the costs of the return is according to the seller’s policy.

When to Set Up Automatic Returns

When to Set Up Automatic Returns

At the time of creating your listing you can specify whether you will accept Return Requests on those items or not. If you will accept Return Requests, you should also define what conditions will apply. 

At the time of creating your listing you can specify whether you will accept Return Requests on those items or not. If you will accept Return Requests, you should also define what conditions will apply. 

For example: When specifying a return policy, you can include information on whether or not the buyer will have to pay for return shipping.

Whatever you decide that your returns policy will be, you should make sure that it is clearly explained in your listings – this will help to avoid any confusion or ambiguity in your buyers. 

For example: When specifying a return policy, you can include information on whether or not the buyer will have to pay for return shipping.

Whatever you decide that your returns policy will be, you should make sure that it is clearly explained in your listings – this will help to avoid any confusion or ambiguity in your buyers. 

General Tips

Points to keep in mind to ensure a smooth returns setup:

  1. Ensure that the product has a “return shipping” label 
  2. Ensure that the product has clear instructions for how the buyer should pack and return it to you. 
  3. Be sure that (1) and (2) match the information set out on your listing.
  4. Ask your logistics service providers how they can best help to make returns as easy and stress-free for you and your buyers.

Automatic Rules

If your policy is to accept Return Requests, you can set up rules that will automate the way that your accounts manage the different aspects of the returns process.

For example, you can create rules to:

  • Accept some returns automatically, while continuing to process others manually;
  • Refund buyers automatically and allow them to keep the item if the return shipping costs are higher than the cost of item in question; or 
  • Provide different return addresses for different items.

Setting up automatic returns not only helps to save your time, but it is also a way to provide great customer service!.

Specifically, buyers tend to have a better buying experience when their Return Requests are sorted out quickly and without excess hassle.

Setting up return rules to automatically send refunds or approve returns.

Here’s how to set your automatic rules for Return Requests:

  • Go to your “Returns” preferences.
  • Under “Send a refund”, you can choose to let buyers keep the item and automatically refund them if the refund amount is less than a certain amount. You simply need to enter the amount that you’re comfortable with.
  • Select the scenarios when this rule will apply.
  • Under “Approve a return”, you can choose to automatically approve a return if the total refund cost is less than a certain amount. You simply need to enter the amount that you’re comfortable with.
  • Select the scenarios when this rule will apply.

Note: Changes to your “return rules” will automatically apply to all future Return Requests but they WILL NOT apply to any returns already in progress.

Setting Up Advanced Return rules

If you are an experienced eBay seller you might want to create your own, customized return rules. These can include, for example, rules that apply to specific categories, listings or return reasons etc.

  • Go to your account’s “Return Preferences”.
  • Select “Create your own rule” at the bottom of the page.
  • Select “Go to advanced return rules”.
  • Complete the “Create advanced return rules” form.
  • In the “Select a rule” select one of the following see options:
  1. Send a refund automatically.  
  2. Agree to replace an item automatically.
  3. Approve a return automatically.

Note: By creating your own Advanced Return Rules you will by default cancel two basic rules (Automatically send refunds & Automatically approve refunds) if you have them set up. However, you can manually select to enable one or both of those rules by ticking (✔) each applicable rule.

Note: When you create and turn on Return Rules you agree to the eBay Returns Terms. These terms authorize eBay to charge certain fees for item refunds or return shipping, and such fees will be charged to your eBay invoice.

Note: You also agree to the eBay Back Guarantee terms in instances when you dont’t issue a refund in a timely way.

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