How do I create the rules that will automate returns based on specific criteria?
If you'd like to receive returns at multiple addresses or let buyers keep an item they want to return under certain conditions (such as those below a certain price) with an immediate refund, you can now create automation rules based on the following four criteria:
- Items within a certain price range (e.g., if an item's price is between $0 and $10)
- Items in a specific category (e.g., all your listings in the DVD category)
- Items returned for a specific reason (e.g., if the item is missing parts)
- Items that belong to a specific list you've created (e.g., listings you've added to a "clearance" list)
As a seller, you can select any combination of these criteria to create a rule that will then automatically apply to all of your listings that meet them. Here are a few examples:
- For all items within "$0 and $20" AND the return reason is "Damaged" THEN a refund will be automatically issued and the buyer will be instructed to keep the item
- For all items in the DVD category, the buyer will be automatically instructed to return the item to the San Jose Warehouse
- For all items in the "Clearance" list AND the return reason is "Missing Parts", the buyer will be automatically instructed to return the item to the Chicago Warehouse
Setting up your return automation rules is easy. Just go to My eBay > My Account > Preferences > Return Preferences.
Once I've created my automation rules for returns, can I change or delete them?
Yes, you can edit or delete the automation rules you've created for returns anytime by going to My eBay > My Account > Preferences > Return Preferences. This is also the place you'll go to set up new rules for returns on an ongoing basis.
What restocking fee percentage can I charge and how is it applied?
When you opt in, a new restocking fee field will be added to all of your active listings and automatically defaulted to 0%. You can update this value at any time, via your existing listing tool, by selecting from 0% (no restocking fee), 10%, 15%, or 20%. Your restocking fee will be deducted from the refund. Note you can waive the fee at your discretion, and a restocking fee will not be deducted if the reason for the return is item not as described. Keep in mind that the free form text field will no longer appear on your active listings once you opt-in.
Note that if you use a third party listing tool, your provider may or may not have updated their listing tool to incorporate the new restocking fee field yet, in which case 0% will be used. Contact your third party provider if you take restocking fee and do not see the new restocking fee field for your active listings after opting in. Similarly, if you have your own proprietary listing tool, either contact your eBay account manager or the eBay developer program for more information.
Who pays for return shipping?
Return shipping charges will be handled as specified in your return policy. Sellers are required to pay for return shipping if the buyer is returning the item based on it not being as described in the listing.
eBay will pay the carrier for return shipping charges directly and will charge the buyer's PayPal account if your policy specifies that the buyer pays for return shipping. If your policy states that you (the seller) pay for return shipping, the charge will appear as a fee on your next monthly seller invoice following a completed return.
Can I have returns sent to different addresses?
Yes. Just indicate you would like to use this feature when you opt in and go to My eBay > Account > Addresses to ensure all of your return addresses are entered and accurate. Then, be sure to select "Yes" when asked if you receive returns at multiple addresses at My eBay > My Account > Preferences > Return Preferences. You have 2 business days to supply a return address from your pre-specified list after a return is initiated. If you haven't selected one within 2 business days, the buyer will be instructed to ship the item to your primary return address.
How do I choose which address I want buyers to use when returning an item?
By creating automation rules, you can pre-determine which of your addresses you want buyers to use when returning an item. Once a rule is created, the appropriate return address will be automatically applied anytime an item meets those criteria. For example, if the item is a DVD, buyers can be instructed to return it to one address, and if it's a book, they can be instructed to return it to another address.
To set up your return automation rules, go to My eBay > My Account > Preferences > Return Preferences.