eBay’s latest policy update: return protection, prohibited sale list and logistics management

Recently, eBay has made a number of important updates to various functions and services on its platform, involving returns protection, specific product bans, and logistics management.

Malicious refund policy: protect excellent merchants from false complaints

The eBay platform announced a new malicious refund policy, aiming to provide more protection and support for outstanding merchants on the US site. According to this policy, as long as the merchant meets certain conditions (for example, the product is located in the United States, the merchant’s registered address is in China, the merchant needs to be an eBay-com excellent rated seller, etc.), he or she can enjoy additional seller protection benefits. For example, for those return requests that maliciously or falsely claim that “the picture does not match the actual item”, eBay will provide merchants with a return shipping label subsidy of up to $6. In addition, if the goods sold by the merchant are returned and found to have been used or damaged, the merchant has the right to deduct 50% or more of the refund amount, or recover the loss of the goods from the buyer, depending on the specific circumstances. It is worth noting that if this transaction generates any negative reviews for the merchant, eBay will also automatically delete all related negative reviews, neutral reviews, bad transaction information and pending disputes.

Banning the sale of masks and hand sanitizer: responding to US regulatory adjustments

Due to increasingly strict regulations on products related to the new coronavirus epidemic across the United States, eBay announced that it will ban the sale of mask products including N95/N100 and medical surgical masks, hand sanitizer or hand gel, disinfectant wipes and other products from now on. This measure is intended to prevent violations of applicable laws and combat profit-making from the pandemic. eBay also emphasized that it will pay close attention to the development of the situation and quickly remove any product information that mentions COVID-19, coronavirus, and 2019nCoV except for books.

New logistics management policy: Strengthen the weight of user experience indicators

In order to improve the shipping experience for overseas consumers, eBay has updated its logistics and transportation management policy. The new policy emphasizes the impact of buyer experience indicators on seller traffic distribution – accounts with excellent performance will receive more exposure opportunities, while poor performers may face the risk of a sharp drop in traffic. In this regard, sellers are advised to check all accounts as soon as possible and deal with any issues that may lead to negative feedback in a timely manner. In addition, eBay reminds new sellers that there are greater risks in operating this platform without the support of an experienced operations team.

Return and Exchange Policy: Ensure Buyer Satisfaction

The eBay platform also provides a detailed explanation of the return and exchange policy. Sellers need to respond within 3 working days after the buyer requests a return, and complete the refund within 10 working days after receiving the return. In addition, if the goods are not as described, damaged or defective, eBay will still require the seller to refund or replace the goods, even if the seller does not provide return service. In terms of freight liability, if the product is returned due to product problems, the seller will bear the freight; otherwise, it will be determined according to the specific terms set by the seller. In addition, eBay also provides a return label service so that buyers can easily send back items. If a returned item is severely damaged, the seller can report it to eBay and have a portion of the refund deducted based on their eligibility.

The above is an overview of a series of new regulations recently introduced by eBay. Sellers should pay close attention to these changes and adjust their strategies accordingly to better adapt to platform rules, improve customer satisfaction, and achieve business growth.