The return process gives you and your buyers a simple and efficient way to handle returns. Be sure to follow the requirements on how to use the return process to ensure smooth and professional transactions with your buyers.
Eligibility
To opt in to the return process, your account must be in good standing.
There are additional requirements for a sale to be eligible for the return process. The return process can be used when:
An item is listed and sold on eBay.com.
You specify in the Return policy section of the listing that you accept returns.
You haven't already issued a refund for the transaction through PayPal.
A buyer uses the process to start a return within your specified return time frame.
A buyer pays for the item with PayPal.
A buyer hasn't opened an eBay Buyer Protection or PayPal Purchase Protection case, or requested a chargeback on the credit card associated with the buyer's PayPal account.
A buyer wants a full refund—not a partial refund or exchange.
A buyer hasn't been suspended from the return process.
A return is US-based. (Both a buyer's address and your return address are in the US.)
If a buyer tries to return an ineligible item through the return process, we'll instruct the buyer to contact you.
These requirements may change as we expand the return process over time.
Getting started
Opting in
When the return process is available to you, you can opt in through the Sell section of My eBay.
Changes to active and scheduled listings
When you opt in to the return process, all of your active listings are updated:
A new restocking fee field is added. The restocking fee is automatically set to 0%, but you can update it.
The Additional return policy details text field is removed.
You should review your listings to be sure your return policy settings are correct.
Opting out
You can opt out of the return process, but keep in mind:
Your return policy can't be edited for any listings with a purchase, one or more bids or Best Offers, or fewer than 12 hours before the end time.
You need to complete any returns a buyer has already started within the return process.
If you opt out, those active listings that can be edited will be updated to remove the restocking fee field and restore the Additional return policy details text field. Any editable listings that you created before you opted in to the return process will use your previous return details from this field.
We strongly recommend that you review your listings after opting out of the return process to confirm your restocking fee and other return policy settings.
Setting up your return preferences
When opting in to the return process, you'll be asked to set up your return preferences. Select whether you prefer to use your own return merchandise authorization (RMA) numbers, and if you have multiple return shipping addresses.
You can update your return preferences any time:
Click My eBay at the top of most pages. You may need to sign in.
Click the Account tab, and then click the Site preferences link on the left.
In the Return preferences section, click the Show link, and then click the Edit link.
Update your return preferences and then click the Save changes button.
The return process
If you specify in the Return policy section of a listing that you accept returns, a buyer can start a return for that item for any reason, including when they change their mind about a purchase.
A buyer starts the return process.
You get an email letting you know that the buyer has started a return. We ask the buyer to return the item to you within 5 business days*. The buyer is instructed to pack the item carefully and return it in the same condition as it was received. Learn more about the item condition policy for returns.
You provide an RMA number and shipping address, if needed.
If you've set your preferences to use RMA numbers, multiple return addresses, or both, you'll have 2 business days to provide the information after a buyer has started a return.
If you don't provide an RMA number, the buyer will return the item without one. (A unique return ID will be included on the shipping label and packing slip.)
If you don't provide return shipping address, the buyer will ship the item to your primary return shipping address.
We'll ask the buyer to ship the item within 5 business days from when you provided the information for the return.
You can track the status of a return and specify an RMA and return address in the Returns section of My eBay.
The buyer ships the item back to you.
We provide the buyer with a return shipping label. We'll also give the buyer a packing slip to print and enclose in the return package. On the packing slip is a unique return ID generated by us, along with the buyer's ID. If you use RMA numbers, they'll be on the packing slip too.
The return label will use US Postal Service (USPS) Parcel Select, First-Class, or Priority Mail, whichever is the most appropriate based on cost, package weight, and delivery time. Delivery Confirmation is automatically included so you can track the status of the return shipment. Signature Confirmation is also included if the item is valued at or more than $750.
You receive the item.
Before refunding the buyer, be sure to thoroughly inspect the item to be sure it meets the item condition policy for returns. You'll need to issue a refund within 5 business days. After you've issued a refund, your eBay final value fees will show as a credit on your next seller invoice.
*Business days are weekdays—Monday through Friday. Saturdays, Sundays, and major US holidays aren't business days.
Return shipping charges
Either you or the buyer is responsible for return shipping charges, as specified in your return policy, except where an item is being returned because it isn't as described in the listing. In these instances, you'll pay the return shipping charges.
When you're responsible for return shipping charges
When you're responsible for return shipping charges, these charges will be included on your next monthly seller invoice as a fee. These fees may be charged to your automatic payment method on file.
If the buyer uses alternative shipping arrangements, you'll need to reimburse the buyer for the agreed-upon shipping costs outside of the return process. You can send payment to the buyer through PayPal or another payment method.
If you purchased a shipping label from eBay to send the item to the buyer, your USPS return shipping rate is automatically price-matched to the original outbound rate.
When the buyer is responsible for return shipping charges
When the buyer is responsible for return shipping charges, we'll charge the buyer's PayPal account.
If you used calculated shipping or printed shipping labels from eBay or PayPal to send the item, we'll use this package weight to determine return shipping charges for the buyer. In some instances, return shipping charges may not be based on the actual weight of the package, but an estimate.
Returns are shipped through the USPS Parcel Select, First-Class, or Priority Mail—whichever is the most appropriate for the cost, package weight, and delivery time.
Return shipping charges are based on rates negotiated with USPS. These charges may differ from actual rates to ship an item, and are subject to change.
Package weight
Shipping service
Shipping charges
13 ounces or under
USPS First-Class Mail
$2.37
Over 13 ounces, up to 1 pound
USPS First-Class Mail
$4.13
Over 1 pound, up to 2 pounds
USPS Priority Mail
$7.28
Over 2 pounds, up to 3 pounds
USPS Priority Mail
$8.87
Over 3 pounds, up to 4 pounds
USPS Priority Mail
$10.55
Over 4 pounds, up to 5 pounds
USPS Priority Mail
$11.83
Over 5 pounds, up to 6 pounds
USPS Parcel Select
$12.21
Over 6 pounds, up to 7 pounds
USPS Parcel Select
$13.17
Over 7 pounds, up to 8 pounds
USPS Parcel Select
$14.22
Over 8 pounds, up to 9 pounds
USPS Parcel Select
$14.76
Over 9 pounds, up to 10 pounds
USPS Parcel Select
$15.62
Over 10 pounds, up to 15 pounds
USPS Parcel Select
$17.93
Over 15 pounds, up to 20 pounds
USPS Parcel Select
$22.36
Over 20 pounds, up to 25 pounds
USPS Parcel Select
$26.39
Over 25 pounds, up to 30 pounds
USPS Parcel Select
$29.68
Over 30 pounds, up to 70 pounds
USPS Parcel Select
$37.15
Unknown weight
USPS Priority Mail
$7.28
Refunds
Refund amounts are automatically adjusted for any restocking fees or shipping charges, depending on the reason for return.
When the item isn't as described:
If a buyer returns an item because it's not as described in the listing, arrives damaged, or is missing parts, then your refund to the buyer equals:
Total purchase price (including the cost of the item, any other charges, and any sales tax paid by buyer)
+ Original shipping (if paid for by buyer) = Total refund
In these situations, you can't charge a restocking fee and you're required to pay for the return shipping charges. If the buyer used alternative shipping arrangements, you're expected to refund the buyer for those agreed-upon charges through PayPal or another payment method.
All other returns:
If a buyer returns an item for any other reason, including when they change their mind about a purchase, your refund to the buyer equals:
Total purchase price (including the cost of the item, any other charges, and any sales tax paid by buyer) - Restocking fee, if specified in the
Return policy section of the listing (but you can waive) +Original shipping, if buyer paid original shipping (at your discretion) = Total refund
In these situations, the buyer will pay for the return shipping charges, unless you specify in the Return policy section of the listing that you'll pay for return shipping charges.
If a return is escalated to eBay Buyer Protection
If you don't issue a refund through the return process within 5 business days of receiving the returned item, a buyer could open an eBay Buyer Protection case. The eBay Buyer Protection refund amount, regardless of the reason for the return, will equal:
Total purchase price (including the cost of the item, any other charges, and any sales tax paid by buyer)
+ Original shipping, if buyer paid original shipping =Total eBay Buyer Protection refund
Because a refund amount could be higher through eBay Buyer Protection, you're strongly encouraged to issue original refunds on time.
Issuing refunds
When a buyer starts a return, we may ask PayPal to place a hold on funds in your PayPal account for the refund amount.
After you've received an item back and made sure the item's condition is as expected, you'll need to issue the buyer a refund within 5 business days. You can do this through the managed returns process in My eBay.
If you don't issue a refund within 6 business days of receiving a returned item, we may ask PayPal to reverse the buyer's payment for the refund amount. If you don't have sufficient funds in your PayPal account to cover the refund, we may give the buyer the refund and include the refund amount on your seller invoice as a fee, payable through your automatic payment method on file.
Alternative return shipping arrangements
In some cases, buyers can start a return through the return process, but won't print or use a return shipping label:
Insurance isn't available for return shipments. If either you or the buyer prefer that an item be returned with insurance, the buyer should purchase their own return postage with insurance instead of using the return label provided through the return process.
Sometimes multiple packages are needed to ship an item. In these instances, buyers are expected to make alternate shipping arrangements for either the remaining packages or for all of the packages.
A return label is only available for items within the USPS size and weight guidelines for the shipping service that's used.
If we don't know the size and weight of a package, we may give the buyer a shipping label for an item that's too big for USPS to ship. In these instances, buyers need to make alternative shipping arrangements.
A return shipping label isn't available if the expected shipping charges exceed the expected refund.
You and the buyer need to agree on alternative shipping arrangements or, in the case of local pickup, a way of getting the item back to you safely.
When using alternative shipping, we instruct buyers to include tracking. If the item is valued at or more than $750, delivery confirmation is also required. We give buyers a packing slip and ask them to enclose it with the returned item.
When using alternative shipping arrangements, either you or the buyer pays for return shipping charges as outlined above.
If you're responsible for return shipping charges, we'll ask the buyer to contact you to agree on the service and cost before an item is shipped. In these instances, you'll need to refund the buyer for the shipping charges—or you can provide them with a pre-paid shipping label.
Final value fees and PayPal fees
Final value fees
When you issue a refund through the return process and it's successfully deposited in the buyer's account, your eBay final value fees will show as a credit on your next seller invoice.
PayPal fees
Your variable PayPal fee is refunded based on the total refund amount. Your fixed PayPal transaction fee isn't refunded. To learn more about variable and fixed transaction fees, see the PayPal User Agreement.
Seller performance and Feedback
Seller performance
In general, your seller performance isn't affected because a buyer uses the return process. However, if you don't resolve a return and a buyer opens an eBay Buyer Protection case and the case is automatically escalated to Customer Support, your seller performance may be affected. Learn more about how eBay Buyer Protection cases can affect your seller performance.
Feedback score
The return process doesn't change existing rules about Feedback.
Resolving problems
After we notify you that a buyer has started a return, you can contact them through Messages in My eBay (to keep a record of the conversation) and ask them not to send the item back. Keep in mind that we ask buyers to ship an item back within 5 business days after starting a return, so you need to contact them quickly.
We discourage haggling or trying to dissuade buyers from returning an item. We recommend that you only contact buyers if you are offering a better solution or feel that you can resolve the problem. Examples of when you may not want an item back:
If an item has a low price or is damaged beyond repair, you may decide to just issue a refund.
If a problem is due to operating error and you feel you can adequately troubleshoot the issue and avoid a return.
If an item has a missing or damaged part that can easily and quickly be replaced.
A lenient return policy can work in your favor. If the item still arrives within your return time frame, we recommend you issue the refund. However, if the buyer doesn't ship the item within 5 business days of initiating a return, you're not obligated to issue a refund.
Take into account a possible carrier delay—it's possible that the buyer shipped the item at the end of the last business day, but USPS didn't scan the package until the following morning.
If a buyer doesn't send an item back, you don't need to issue a refund.
For each sale (or transaction), a buyer has one opportunity to return an item or items. For multi-quantity listings, a buyer has one opportunity to return multiple items.
For example, a buyer selects a quantity of 5 when buying T-shirts. The buyer has one opportunity to return any quantity of the 5 T-shirts. If the buyer returns 2 of the 5 T-shirts, they can't return the remaining 3 later.
You can only refund up to the total amount paid by the buyer. If you want to add a courtesy credit or you need to reimburse the buyer for alternative shipping arrangements, you'll need to make a separate payment outside of the return process.
There may be situations where you authorize a refund, but the refund failed, canceled, or did not complete. If a buyer hasn't received their refund within the required time frame, they can open an eBay Buyer Protection case. We recommend that you confirm a refund has successfully gone through.
If a buyer shipped a return and you think it may be lost in the mail, wait for the buyer to open an eBay Buyer Protection case, and then we'll look into the matter.
If you receive a returned item that's been damaged in the mail, report the item to us. From the Returns section of My eBay, find the item and select Report a buyer from the Action drop-down menu.
Misuse of returns
Many problems are misunderstandings that can be worked out when buyers and sellers talk to each other—but occasionally, you may not be able to resolve a problem. If you feel a member is abusing the return process, we want to know about it.
Protecting sellers
If a buyer has done everything in their power to ensure an item is returned to you safely, we suggest you issue a refund to provide great customer service. A lenient return policy is strongly recommended, except in circumstances where the buyer is at fault:
The item is reported as "not as described" to avoid shipping charges and restocking fees.
If you suspect that a buyer is abusing the return process, contact them through Messages in MyeBay (to keep a record of the conversation) and try to resolve the issue. If you still suspect buyer abuse, report the buyer to us through the Returns section of My eBay.
In instances like this, a buyer may escalate the issue to Customer Support, who will review and consider your communications with the buyer as well as the information you provide in the report. If a buyer is determined to have abused the return process or eBay Buyer Protection, they may be subject to a range of actions, including limits on their buying and selling privileges and suspension of their account.
Protecting buyers
If you use the return process and agree to accept returns, and a buyer follows all return time frames but you fail to issue a refund in time, the buyer may file an eBay Buyer Protection case.
eBay Buyer Protection accommodates these types of cases by adjusting the period a buyer has to make a case based on the return process, and not requiring the buyer to wait an additional 7 days for the seller to respond before reviewing the case. eBay Buyer Protection recognizes that either you or the buyer will be responsible for return shipping charges, as detailed in a listing's return policy.
If a seller is determined to have abused the return process or eBay Buyer Protection, they may be subject to a range of actions, including limits on their buying and selling privileges and suspension of their account.
Changes to this process
We may update the return process at any time by posting the amended terms on this site.
