Give Your Buyers a Money-Back Guarantee             

Why?

There is no better way to instill confidence in an eBay buying experience than for the Seller to offer a money-back guarantee.

This one policy will define you as a professional more than anything else I can think of.  How many times have you returned items at department stores, discount stores and even electronics stores.  What if all those stores refused to let you return items you bought from them.  Have you ever bought anything from a store catalog? I know I have.  I have also returned items to them.

Now think about the ebay buying experience.  The buyer is purchasing an item essentially from a "catalog".  Your listing is a page of a YOUR catalog.  All the buyer has to go on is your description and picture.  What if the medium size you sold runs small or large?  What if it was for a gift and the receiver just didn't like or want it? There are many reasons a buyer might want a refund including the fact that the item wasn't exactly what they thought it was.

Your Policy

Take some time and think about the specific wording of your return policy.  I know I have changed mine a couple times and may change it in the future if I see a need.

This is the Toy-Xpress Money-Back Guarantee:

• We want you to be happy with your purchase. If you are dissatisfied for any reason we have a 100% money back guarantee (less shipping and handling). Product must be returned within 7 days of receipt. We only ask that you return the product in the same condition as it was sent, and with the original packing materials.

For me, the refund of shipping costs in non-negotiable.  The one exception is if I made a mistake on the shipping address or shipped the wrong item.  It happens! Under those circumstances I pay for my mistake.

I suggest you include a reasonable time period for the return.  I chose 7 days from delivery because I use delivery confirmation on all shipments and can easily track when an item was delivered.  I feel 7 days is a long enough time frame for a buyer to determine whether or not they want to return an item.

I offer money back.  Some sellers offer a store credit.  What works best for you?

Please make sure to include that the item must be returned in the same condition that it was shipped...for me that means unopened or unused.  I only sell new items.  Sellers who offer used items will have to determine how they will accept their items back.

eBay has stated that 70% of buyers look for a fair return policy when shopping on the site.

In their Best Selling Practices, eBay states:

Return Policy

Clearly state your return policy on your listing in order to increase buyer confidence.  Research shows that 21% of the non-buyers cite "lack of a return policy" as the reason they buy elsewhere according to eBay Consumer Research ( July, 2005 )."

Giving buyers what they want is a sure fire way to grow your eBay business!

Thank you for taking the time to read this guide.

Kathleen Price 

Toy-Xpress