My eBay Plus 'Free Return' Is Costing $160?

Ldec1an on 08/08/2018 - 10:39

So in trying to get a refund on a monitor with the 30 window I've discovered a problem with the eBay Plus terms and conditions:

The T&C state they'll monitor how many returns you make and basically ensure nobody abuses the system but that's about as specific as it gets.

In the FAQ:
"Returns are free for all eBay Plus orders. Regardless of the reason for the return or whether the seller's return policy normally states that buyers pay for return postage, as as an eBay Plus member, you can return it for free. You'll still need to indicate why you want to return the item (e.g. "Changed my mind"), then you'll get a free postage label with either Australia Post or ParcelPoint.

If you need to return an order that wasn't an eBay Plus item, the seller's normal return policy applies."

The implication of this that eBay Plus overrides the Seller's return policy and that your reason won't matter. I've complied with the returns policy on the page (as new condition, all in original packaging etc. but they want to charge me a 20% restocking fee now.

So much for 'free returns'.

Anyone had similar experience? Why can't eBay Plus clarify how their terms interact with seller terms?

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Comments

  • SnoozeAndLose on 08/08/2018 - 10:43

    I think i read that restocking fee is not allow on ozbargain, when people questioning with the first few big ebay plus sale.

    I am not sure where i see it, hopefully someone can clarify more on this.

    • foxmulder on 08/08/2018 - 13:05

      If item is exactly as you receive and if it's sealed, the seal is not briken, yes it's full refund on return on your in cost. But if the item is on different condition, seller can charge reasonable amount of restocking fee. Used product is generally not acceptable for change of mind.

      • SnoozeAndLose on 08/08/2018 - 13:31

        so I Assume OP used it and not like it.

        • dec1an on 08/08/2018 - 14:46

          Yes the seal is broken, but the return policy on the item page doesn't specify this is a problem. On the seller's own website (off eBay) they claim they'll charge restocking fee. Ambiguous!

      • dec1an on 08/08/2018 - 15:12

        This is true, but eBay Plus is specifically designed to allow returns for change of mind, so it's complicated there

        • foxmulder on 08/08/2018 - 16:40

          Free return is one thing, returning item in different condition is another. Which part of eBay plus benefit that guarantee you for full refund if item is in different condition?

  • [Deactivated] on 08/08/2018 - 10:43

    Is the item you purchased, an "eBay Plus item"?

    • dec1an on 08/08/2018 - 14:45

      Yep - definitely an eBay Plus item.

  • HighAndDry on 08/08/2018 - 10:54
    +3

    I've complied with the returns policy on the page (as new condition, all in original packaging etc. but they want to charge me a 20% restocking fee now.

    If the product was an eBay Plus product, they're not allowed to charge a restocking fee. Don't pay a restocking fee, insist on a full refund, and ask them to raise the issue with eBay. If that doesn't work, escalate the issue with eBay yourself - eBay Plus members have access to their own specific Live Help Chat I'm pretty sure, so make use of that.

  • foxmulder on 08/08/2018 - 13:09

    If the seller has contract with Auspost if not mistaken it only cost $less than $10 per article on return label. Contact the seller and ask them if they can help. The cost obviously will be built into your partial refund.

  • JimmyF on 08/08/2018 - 13:49
    -1

    So much for 'free returns'.

    Did it cost you postage to return? No, so you got a free return.

    A restocking fee is a different separate issue.

  • bg on 08/08/2018 - 14:12
    +1

    https://sellercentre.ebay.com.au/SU18-1/Simplifying-Returns

    You will no longer be able to apply restocking fees for returned items. However, when you offer free returns we will allow you to issue a partial refund, if an item is returned in a condition other than the one in which you sent it. For example, if a brand new item’s packaging was opened before it was returned, you can give the buyer a partial refund to cover a potential decrease in the value of the item. In such events, we will resolve an associated Money Back Guarantee case in your favour and starting in June, we will also remove any negative or neutral buyer feedback in accordance with our policies.

    Pretty shitty T&Cs, potentially

    Good luck!

    • dec1an on 08/08/2018 - 15:10
      +1

      Just got off the phone with eBay Plus and it looks like they're going with the terms listed on the item listing webpage over any other terms the seller seeks to impose, and I got a verbal guarantee it'd be a full refund. See how we go!

    • HighAndDry on 09/08/2018 - 18:05

      That makes sense, but OP said:

      as new condition, all in original packaging

      Monitors aren't factory sealed (or in shrink packaging) usually, so OP should get a refund even according to these T&Cs. See how they go I guess.

  • Tommy2000 on 11/12/2018 - 00:18

    i am an ebay plus member, ebay online representative via char told me i needed to pay for return label for an ebay plus item. what a nonsense.

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