We had a 100% plus shipping return policy. But, there being no consequences caused people not to be careful to research what they were buying or just to abuse the return policy. Some people were also just buying things just to look at them and then returning them. It really adds up when someone buys 20 different items on 20 different occasions and returns every single item. The losses from lost shipping fees overwhelmed any profits. Then we changed to 100% refund except shipping. Ebay will also remove your power seller status if you fall below 98% positive feedback. We have had a huge increase in buyers that bid on, and win many items and then contact you and threaten to leave negative feedback on each item unless you reduce the invoice to a rediculously low price. We have managed to maintain a 99.8% positive feedback and probably 95% of sales are without a single problem. It is just that 5% that makes you shake your head.
“We have managed to maintain a 99.8% positive feedback”
I think you must be a saint to maintain that kind of feedback as a power seller. None of the large retailers such as Sears are able to do that. I know people who have bent over backwards on Ebay trying to make people happy who have still got a lot of negatives. I know other people who seem nice who have complained to me about some transaction they have had on Ebay where what they have been completely in the wrong and they still left a negative.