Creative Compulsion

I’m having some guilt pangs over my new eBay return policy. Maybe I’m being too strict.

As I noted in the above referenced post, my return policy has always been a 30 day money back guarantee. Since the changes in May, for some reason, I’m experiencing a much higher rate of return requests. Prior to the changes, I would get a request once every couple of months. Now, it’s more like one or two a week.

In light of this, I adjusted my return policy to state that I will now consider returns on case-by-case basis and, generally, won’t accept a return for opened and/or used items. In other words, you can’t try it and decide you don’t like it. Bear in mind, I sell new in the box pet supplies, not used or refurbished items.

My biggest sellers are dog training collars. It’s a bit frustrating to get an item back that is covered in dog hair, or worse, chewed up or muddy. Since I can obviously not resell a collar like that, I lose a lot of money by taking them back. Even items that are clean, but used, can no longer be sold as new. Again, I lose money.

I realize that places like PetCo will take back an item for any reason. But, their markup is much higher, so the return rate is covered within their profit margins. One of the great things (I think) about eBay, is the ability to “find a deal”. I offer my products at the lowest price allowed by the manufacturers.

So, I really don’t have the cost to cover returns built into my price. Now, on my website, I do accept returns for any reason within 30 days. But, I don’t have the overhead (ie. FVF, listings fees, not to mention time spent on CS) that I do on eBay.

To paraphrase one seller at the eComm conference last February, you can’t offer Nordstrom’s customer service at Wal-Mart prices. I agree… just can’t be done.

OTOH, I want happy customers. Customers that are happier living with their pets, and that will return again, if they need anything in the future. Where is the happy medium?

I’m struggling with my desire to be a great retailer and the need to pay my bills, lol. Have I gone overboard with my policy or am I inline with other eBay sellers?

Thoughts appreciated!