Buyers are more comfortable shopping with sellers who accept returns, even though most buyers will never return an item. We've found that items that have clear return policies typically sell better than items that don't.
We require all sellers on eBay to specify a return policy, whether the policy is to accept returns or not. We encourage you to offer a buyer-friendly return policy. A generous return policy can help you qualify for Top Rated Plus and attract more buyers. Accepting returns can also provide your buyers with a way to resolve concerns.
If you accept returns, a buyer can return an item for any reason, even if they change their mind about a purchase. This is true as long as the return meets your return requirements, for example, returning an item within your stated time frame, and meeting item condition requirements.
Important: Even if you specify "no returns accepted," under the eBay Money Back Guarantee the buyer can still return an item if it doesn't match the listing description. Learn more about what the eBay Money Back Guarantee means to sellers.
Create a return policy
To create a return policy:
Add other details section of the listing form, select Returns Accepted or No returns accepted from the Return policy drop-down menu. If you don't see a drop-down menu, click the Change your return policy link, and then select Returns Accepted or No returns accepted.
If you accept returns:
Select the number of days a buyer has to notify you that they want to return an item
Specify the type of refund you'll give, or whether you offer a replacement or exchange
Specify who will pay for return shipping.
Specify a restocking fee, if any
Recommendations for buyer friendly return policies
The following recommendations can help increase buyer satisfaction, improve the likelihood your item will sell, and earn you higher detailed seller ratings.
With free returns, the seller pays for return shipping, with no restocking fees. This helps to attract buyers and increase sales, and also comes with additional seller benefits. We've made it easy for buyers to find items that offer free returns through the eBay search filters. Also, if you offer free returns you will have the ability to issue a partial refund once you get the item back. The partial refund option is available in case an item is ever returned in a significantly different condition. In these situations, you’ll be able to deduct a portion of the refund in order to cover any loss in item value.
Make sure that you don’t confuse buyers by including duplicate or contradictory information about your return policy in your listings. For example, if you select ‘Free returns’ as your policy when you create a listing, don’t say in your listing description that the buyer must pay for return shipping.
Specify the correct return address. You can keep multiple addresses on file and select the appropriate one for each return.
Keep a valid return address on file
Learn more about our selling practices policy.
Buyers who misuse returns
Once a buyer opens a return request for any reason, funds related to the sale in your PayPal account may be put on hold. When you resolve the situation with the buyer, or we find in your favor, the funds are again available for you to use.
To help protect yourself from poor buyer practices, wait until you've received a returned item before issuing a refund.
In situations where the buyer has returned the item in a different condition or the item isn't within your return requirements; work with your buyer to find a solution that you can both agree on. Learn more about managing returns on eBay including best practices and how to report a problem with a buyer.