eBay Floats Free Car Parts Returns For Any Reason In New Survey
eBay is considering some drastic changes to returns in the Motors Parts & Accessories categories that would allow buyers free returns for any reason, with sellers picking up the tab either directly or through increased Final Value Fees.
Users are apparently being surveyed about the potential change, as revealed in a screenshot posted on Reddit.
Updated Returns Policy
eBay is considering a new return policy for vehicle parts and accessories sales to make the return process simpler for both Buyers and Sellers.
What's different?
- All buyers will get free returns on all vehicle parts and accessories sales, for any return reason.
- Sellers can choose to provide a free shipping label to buyers themselves, or have eBay create one for an additional cost through a small increase to the "Final Value Fee."
- An improved returns process will capture more specific return reasons as well as the item condition from Buyers.
- Shipping labels will be provided to Buyers within 24 hours of opening a return.
- More convenient return drop-off, and freight pick-up locations will be offered by eBay for Buyers.
- A full credit for Trusted Buyers will be provided by eBay as soon as they open their return.
- Abusive buyer behavior will be managed by eBay; for example, eBay will reimburse sellers for fraudulent returns (e.g., a bag of rice or brick).
- eBay will provide liquidation services for any unwanted returned items (e.g., due to damage).
- eBay may subsidize any return costs where neither Seller nor Buyer is at fault.
How does this benefit me?
- By making returns easier, Buyers are more likely to consider making purchases on eBay—leading to overall increased sales.
- You get greater clarity on Buyers’ intent when filing a return.
- You have greater predictability of a return's condition; reducing admin time.
- Enhanced protection and support as a Seller on eBay.
The mention of "Trusted Buyers" in this survey is very interesting and would appear to confirm the existence of an undisclosed program that gives perks to certain buyers - in this case, it would be an upfront refund as soon as a return request is filed, but according to other reports, it may also include the ability to bypass seller immediate payment requirements too.
Liz Morton
Protecting sellers from fraudulent returns and providing liquidation services seem intriguing, but while the survey doesn't explicitly say it, I can't think of how eBay would facilitate either of those things without being directly, physically involved in the transaction and in possession of the items at some point in the return process.
For example, with the various authentication programs for sneakers, trading cards, handbags, streetwear, watches, and jewelry, eBay can manage abusive buyer returns because they pass through either an eBay-owned or third party partner facility where they are inspected to make sure the item being returned matches what was shipped.
Similarly, eBay handles all aspects of returns in the eBay International Shipping Program, including liquidation, as those items pass through EIS shipping hubs.
Liz Morton
The benefit to sellers with EIS is that they are not responsible for funding the refund on returns - once the item arrives at the EIS hub, their job is done and any refunds after that point are funded by eBay.
But it's not entirely clear if that will be the case in this proposed new returns program for Parts & Accessories - the survey says "eBay may subsidize any return costs where neither Seller nor Buyer is at fault" but just because they may doesn't mean they will and it doesn't give specifics about which return costs (only return shipping, cost of product, fees?) or how they may determine if neither buyer or seller is at fault.
My guess would be that fault determination could be made in some way around fitment, building on the existing Guaranteed Fit program launched last year.
Guaranteed Fit was supposed to help buyers get parts that fit and streamline the returns process if they didn't, but a year and a half in, it's still often a confusing and disappointing process that leaves both buyers and sellers perplexed about which items are eligible.
Liz Morton
Earlier this year, eBay finally started to really leverage their acquisition of MyFitment to offer Fitment Plus, a new tool enabling Motors Parts & Accessories sellers to enhance listings with automatically updated compatibility data.
Could using Fitment Plus end up being a requirement for eBay to determine a return under this proposed new program as being neither the fault of the buyer nor the seller?
Either way the wording sounds as if at least some returns would likely still be coming back to sellers, who would be responsible for footing the refunds and the shipping costs, and that it's likely eBay would have to either use existing hubs already processing items for EIS; use existing owned authentication locations; set up new operations to facilitate inspecting, processing and liquidating of returns; or find a third party partner to do the heavy lifting.
Adding such a program to their existing business model could be tricky as eBay has come under scrutiny for increasing costs of their physical warehouse operations - not to mention growing regulatory concerns and labor relations problems.
Liz Morton
And of course one has to wonder if Chinese car parts sellers shipping into the US will be subject to this potential free returns for any reason requirement or if one of the perks of the new Yuanshi Motors Club initiative might be an exemption from this scheme, in addition to to the market analysis, product selection guidance, and compliance support eBay is already offering to increase cross border trade from the region.
Liz Morton
It will be interesting to see if this potential new returns program is ever implemented and if so, what the final details will look like - and at least we now have confirmation that Trusted Buyers is a real designation that eBay uses internally to refer to a category of customers who may be granted special perks and privileges.
What do you think of these proposed updates to eBay Motors Parts & Accessories returns? Let us know in the comments below!
