The Benefits of Accepting Returns

Think yourself as a buyer – what are the factors that influence you to make a purchase?

Factors that influence most buyers include:

  • Is the item priced too high or too low?
  • Does the item meet your requirements?
  • Are the photographs of the item clear and detailed? 
  • Does the listing have multiple variations and/or quantities?
  • What feedback have other sellers given the item?
  • Does the seller offer multiple shipping options?
  • Does the seller provide free shipping?
  • Does the seller accept returns, if the item has a defect?
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If returns are not offered, buyers tend to doubt a seller’s intentions and/or the product quality. By not offering returns you might lose an advantage compared to your competitors. Put simply, buyers need to know if they can trust you. So, if you are not offering returns, then no matter how good your listing or product is, you will simply loose the chance of appearing in the search results of certain buyers.

Note: Sellers that offered offering 60-days free returns on their listings have seen conversion lifts of up to 25%*

(*Conversion lift seen based on Q3 2017 data. Individual results may vary. eBay does not guarantee that each seller will experience the same lift or any lift at all. “Free returns” refers to when the seller pays return shipping no matter the reason for return, with no restocking fee.)

Think yourself as a buyer – what are the factors that influence you to make a purchase?

Factors that influence most buyers include:

  • Is the item priced too high or too low?
  • Does the item meet your requirements?
  • Are the photographs of the item clear and detailed? 
  • Does the listing have multiple variations and/or quantities?
  • What feedback have other sellers given the item?
  • Does the seller offer multiple shipping options?
  • Does the seller provide free shipping?
  • Does the seller accept returns, if the item has a defect?
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If returns are not offered, buyers tend to doubt a seller’s intentions and/or the product quality. By not offering returns you might lose an advantage compared to your competitors. Put simply, buyers need to know if they can trust you. So, if you are not offering returns, then no matter how good your listing or product is, you will simply loose the chance of appearing in the search results of certain buyers.

Note: Sellers that offered offering 60-days free returns on their listings have seen conversion lifts of up to 25%*

(*Conversion lift seen based on Q3 2017 data. Individual results may vary. eBay does not guarantee that each seller will experience the same lift or any lift at all. “Free returns” refers to when the seller pays return shipping no matter the reason for return, with no restocking fee.)

Why should you be offering Returns?

Accepting returns has its own benefits such as

Gain buyer confidence 

  • Offering returns boosts buyer’s confidence in you and the products listed by you.
  • Buyers tend to trust sellers who are willing to accept returns.

Encourage repeat buyers

  • By providing a return policy sellers take a big step towards developing buyer loyalty.
  • A good returns experience can give you an increased repeat business.

Drive online traffic 

  • The eBay search algorithm actively boosts the search results ranking of listings with 30 or 60 days returns policies.

Improve your sales

  • Global buyers are experienced online shoppers. A 30-days returns policy is the standard “best practice” that many buyers expect from trustworthy sellers.

Why should you be offering Returns?

Accepting returns has its own benefits such as

Gain buyer confidence 

  • Offering returns boosts buyer’s confidence in you and the products listed by you.
  • Buyers tend to trust sellers who are willing to accept returns.

Encourage repeat buyers

  • By providing a return policy sellers take a big step towards developing buyer loyalty.
  • A good returns experience can give you an increased repeat business.

Drive online traffic 

  • The eBay search algorithm actively boosts the search results ranking of listings with 30 or 60 days returns policies.

Improve your sales

  • Global buyers are experienced online shoppers. A 30-days returns policy is the standard “best practice” that many buyers expect from trustworthy sellers.

Who should be paying for the Return?

Who should be paying for the returns totally depends on a myriad of the reasons.

In any event, it is worth remembering that:

  • Buyers love free returns;
  • Buyers are attracted to a longer return durations (i.e., 30 or 60 days returns); and
  • You do not need to shy away from offering returns!

Reasons for returns vs What is generally accepted as “best returns practice”:

You are at fault

As a seller it is your responsibility to ship the right item, in the exact manner as you described in the listing. So, if you fail to do so, it is considered “best practice” if you cover the costs of the Return. Note that, this is the position in the eBay Money Back Guarantee terms.

Logistics Issue

You have done your best to ship the item, properly packaged and on time, but the item is damaged during shipment. In such cases, “best practice” is generally understood to mean (i) that you cover the buyers costs, and (ii) you then claim those costs back from your shipping provider.

Buyer’s Remorse

Unfortunately, at times buyers may simply change their mind about having the item. In such cases, the buyer would often be responsible for the return shipping. Though, it is worth noting that some sellers will still offer free returns in such cases.

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Who should be paying for the Return?

Who should be paying for the returns totally depends on a myriad of the reasons.

In any event, it is worth remembering that:

  • Buyers love free returns;
  • Buyers are attracted to a longer return durations (i.e., 30 or 60 days returns); and
  • You do not need to shy away from offering returns!

Reasons for returns vs What is generally accepted as “best returns practice”:

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You are at fault

As a seller it is your responsibility to ship the right item, in the exact manner as you described in the listing. So, if you fail to do so, it is considered “best practice” if you cover the costs of the Return. Note that, this is the position in the eBay Money Back Guarantee terms.

Logistics Issue

You have done your best to ship the item, properly packaged and on time, but the item is damaged during shipment. In such cases, “best practice” is generally understood to mean (i) that you cover the buyers costs, and (ii) you then claim those costs back from your shipping provider.

Buyer’s Remorse

Unfortunately, at times buyers may simply change their mind about having the item. In such cases, the buyer would often be responsible for the return shipping. Though, it is worth noting that some sellers will still offer free returns in such cases.