Etsy NEW return policy, beginning in October

[CostumeCoutureNaomi]

I just glanced at the new Etsy return policy.

While I do like that sellers can adjust the return policy with a separate return policy for each individual item, I think that the return policy options available are not practical for all or many sellers.

One drawback is that the shortest notification window for anyone who wants to return an item is now 7 days.  For anyone selling event type items (party supplies, special occasion/prom evening bags, wedding items, holiday items, costumes, etc) a 7 day minimum notification window opens up the store to buyers who want to rent an item, use it that weekend, and return it.

There is no option to select "Item must be unused and in original sealed packaging" as a condition for return. 

Instead, the only return condition available is "Buyer is responsible for loss in value (as agreed upon with seller) if an item isn’t returned in original condition"  I think that this opens the door to sellers having to accept returns for items that are used and essentially unsellable, while opening a pandora's box of disputes on what is the lost or decreased value of the item being returned.  I think that with the only return policy option including this loss of value agreed upon by the seller and customer, many sellers who would normally accept returns are more likely to choose no returns, so avoid having to get into a back and forth with the customer over what value is lost.

Hygienic is removed as a condition for not accepting returns.  If you sell hygienic items such as earrings or intimate clothing items, you can only choose "no returns" and cannot specify the reason, nor can you quantify it with requiring original, intact, sealed packaging.

Custom, food items and the other conditions are also no longer available. 

While I do like that we can vary the return policy by item, I feel that the new options have many limitations that makes it more difficult to establish a workable return policy.  For me, this change has some positives but also many drawbacks.

Any thoughts?

[cutebutton]

Where is this info?  Was it in an email?  I need to read up on it since this is the first I've heard this.

[CuriosAnCollectibles]

I had an email. 

[NanaLetha]

Where are you seeing this? Please provide a link.

[LindeDesigns]

https://www.etsy.com/your/shops/me/shop-policies

https://help.etsy.com/hc/en-us/articles/7869401615255?segment=selling

[vintageNCtreasures]

@NanaLetha and @cutebutton Here's the link.
It's on the help pages if you search for return policies.

How do I Set Return Policies on My Listings – Etsy Help

Beginning September 22nd, you can now apply different return policies to each of your physical listings. This lets you clearly indicate to buyers which items from your shop, if any, can be returned, and gives you more flexibility over your business. 

If you have an existing shop-level return policy, we took the current policy you had set for your shop and applied it to your individual listings. Please go to your Policy settings to review and either accept or edit them so you can update to the new listing-specific policies by October 31st.

After October 31st, we will publish your draft policies if you have not done so already, and buyers will only see listing-specific return and exchange policies. You can continue to edit your policies as often as you like after this period.

ETA: you can read more on the link.

[cutebutton]

so it's not exactly a new return policy more that you can set the return policy on each listing if it needs to differ item to item?

I'm not sure I need to change anything because it seems what I have now will just apply to all my listings?

I was semi panicking thinking it was going to be something terrible like now I have to accept returns and pay for shipping HAHAHAHA.

[ZehOriginalArt]

This new policy may be in response to confusing messages being shown where Etsy is showing "Returns Accepted" on items that are not returnable such as Custom. I had to add a customization field to every one of my custom painting listings to avoid having "Returns Accepted" on them. My custom paintings don't use personalization for the most part, so I had to make something up. So in that sense, it is an  improvement.

When I think about it, either an item is returnable or it is not and if we can indicate that properly on individual item pages, that is a plus as you say. But if there is no way to indicate loss of value on returnable items or specifications as to when or how it can be returned, that is unfortunate and, as usual, Etsy did not think this through thoroughly.

So what do I think? I think Etsy wants an easy way for them to show a customer whether they can return it before they buy.

Edited to add: Now that I've read the new policy again, am I correct that we can choose on individual listings whether to link to our general policies - the ones we already have in place? If so, then we can keep those other specifications if needed? I need to try this out before I really understand it.

[CostumeCoutureNaomi]

I agree that listing return policy by individual item is a positive.

But the value loss statement has a potential to create many issues.

[hopeandjoystudios]

Does the seller get to set what the loss of value is? If it is returned worn that might be 90%?  I'd make sure to add as many very visable non tuckable "no return if removed" tags as possible.

[Adorabilities]

@hopeandjoystudios 
That's the iffy part to me. Seller and buyer have to "agree" to the loss in value. Highly unlikely to happen.

[hopeandjoystudios]

@Adorabilities  LOL No sh!t! WTH? The customer is going to want a 100% return plus shipping. Thank the dear Lord I don't sell clothing. What if you don't agree? Is Etsy going to just force a 100% return? Or are they going to split the difference? Neither great.

[Adorabilities]

And how will Etsy facilitate this agreement process? 

• Buyer is responsible for loss in value (as agreed upon with seller) if an item isn’t returned in original condition

[hopeandjoystudios]

Typical Etsyspeak. That could mean almost anything. If the seller says it has a 50% loss of value and the buyer doesn't agree..then what? Does Etsy force the 50% return or does the buyer have to pay to get it back if they want it? Not sure I'd like it as a buyer or a seller! What if you return an unworn item and they declare a 75% loss of value? I find it hard to believe the buyer will have little say in these scenarios.

Akk..got to stop "what iffing"..it could drive you to drink.. but if I sold clothing I'd want that cleared up and written in stone before the new policies take effect.

[digitaldoodlebug]

If you hover over it mine says "the buyer is responsible for any loss in value"

[NickiesNest]

@digitaldoodlebug Same here. I went to edit and tried to delete the "as agreed" part by selecting the words and hitting the delete key.  It didn't look like anything happened, but when I looked at my policy as shown on an item, the words were gone.  Very confusing!

But I couldn't see any way to edit the rest, so I don't know why they say you can edit your policies.  (I wanted to add that original shipping would not be refunded except in case of seller error.)

[BlackSheepDyeworks]

Agree with all your concerns.  If I felt that Etsy would actually side with a seller if a return is unsaleable, and thus having a 100% loss in value, maybe I wouldn't be so skeptical.  But I certainly no longer trust Etsy on things like this, and as usual, they are making a change with no set process in place for appeal or review, unless "as agreed upon with seller" truly means it's up to the seller to determine.

I've copied all the verbiage from my current policies into a word document.  Even if some of the detail will no longer be actual policy per se, after the new format goes into affect, I may choose to add some of the detail to my listing descriptions, at least to make it more clear to buyers what "original condition" means to me.

[cutebutton]

@BlackSheepDyeworks 

yeah that is weirdly worded.

I mean a seller might say the item was returned in a way that requires no refund and I'm sure that the buyer would probably say that they returned it and deserve a complete refund LOL.  There wouldn't be an agreement HAHA.

[CappuccinoLace]

Navigate to Returns and exchanges.

Select the Create Policy button.

Doesn't exist for me under Policy Settings. either a slow roll out, or not applicable for all countries.

[CostumeCoutureNaomi]

Go to your individual listings.

It is below shipping profiles.

[CraftyCornishMaids]

Idon't have an option to change my policies on a listing,

it says

1. Go to your Shop Manager. 
2. Select Listings. 
3. Select the listing whose policy you want to change.
4. Navigate to Returns and exchanges. 
5. Select the Change Policy button.
6. Select from one of your other existing policies. The listing’s current policy is displayed as Applied. 
7. If you want to create a new policy instead, choose the Create Policy button. 

....

I am lost at point 4, I don't see where that is, any ideas????

[CappuccinoLace]

@CraftyCornishMaids  same here, don't have it.

[cutebutton]

@CraftyCornishMaids 

yeah after 4 I'm not seeing any of the stuff it's saying LOL. 

[CraftyCornishMaids]

@CappuccinoLace  @cutebutton 

I went to my newer shop, and when you click a listing, and choose the "editing options"

it is in between change renewal options, and change sections,

so it appears you can only do this, if you are a new shop

....I actually chose the new templated policies for returns and exchanges, on my craftycornishmaids, but I can't do it on that shop at all, the option isn't there

[BlackSheepDyeworks]

@CraftyCornishMaids, @CappuccinoLace  - I now have a new section when I scroll WAAAY to the bottom when editing the listing, labeled 'Returns & exchanges', with a button to 'Change policy'.  Maybe it's still rolling out?

That said, the button to change policy for an individual listing doesn't seem to work yet anyway.  When I click it, it just gives me a green check mark and "Applied" message, it doesn't allow me to actually change the policy for that listing; just seems to apply the existing policy, which presumably, is already applied.

ETA: @CraftyCornishMaids , mine is an 'old' shop, without the new templated policies, and I have it in my listings.  Not functional, but present.

ETA, again: I realized I can change the policy for that specific listing - I needed to add a new policy to do so.