eBay Streamlines the Returns Process
By: Sebastian Rupley
With a variety of return procedures, restrictions and policies, it’s often impossible to know what returning an eBay purchase will be like. Sometimes it can be fast and easy; other times it’s like pulling teeth. But with eBay’s new managed returns platform, the return process will never be the same.
Fast and free shipping and hassle-free returns are quickly becoming a basic standard of service levels for the industry. Buyer expectations have been rising quickly over the last few years, and Marketplaces is keeping pace with them.
The managed returns process virtually automates returns for sellers and buyers, streamlining the communications between them. It launched as a pilot on July 10 for select eBay sellers, and goes public on an opt-in basis today for eBay Top-rated sellers. Eventually, it will become the long-term solution for all transactions on eBay.
Buyers’ top asks have been free/discounted shipping, easier returns/exchanges, online tracking ability and a clear returns policy. In the new system, buyers and sellers will get clear, consistent guidelines and procedures for the returns process. They’ll also receive the necessary tools to create packing slips and pre-paid shipping labels for tracking and receiving returned items, which will help process refunds quickly and efficiently.
Launching the managed return process was a major collaborative effort, involving more than 34 product teams across eBay and 33 support teams. The Customer Services team is pictured above.