Improving
the experience,
after the sale

This fall, eBay buyers and sellers will enjoy a more consistent and convenient after-sale experience. Starting in mid-September, all the actions that buyers can take after making a purchase—including tracking a shipment, asking sellers a question, and requesting a return—will be managed through a more streamlined process on eBay. For sellers, this new experience will make it easier and more efficient for you to manage and resolve buyer requests—and provide the kind of service your buyers are looking for.

Highlights

Streamlined experience makes it easier and more efficient to manage buyer requests

• Starting in mid-September, buyers can simply go to their purchase history in My eBay and choose from a menu of actions, including tracking their package, returning an item, or asking you a question. In addition to giving buyers clearer, more direct access to these after-sale activities, the new experience makes it easier for you to manage and respond.
• Key to the new experience is an improved returns process that gives buyers a more convenient and consistent way to return items—right from My eBay. All returns, including eBay Money Back Guarantee requests, will now be handled through this simpler, more integrated process. Then, starting in early 2015, features of hassle-free returns—including return labels provided automatically to buyers—will be added to this improved returns process for more US sellers. By the 2015 holiday season, all eligible domestic returns on eBay will be hassle-free returns. Note, this does not mean you must offer returns—you will still be able to choose whether to offer returns through your returns policy.
• We’re also streamlining the cancellation process to make it easier for buyers and sellers to cancel a transaction directly from My eBay. Buyers can request a cancellation if they change their mind within an hour after the sale (as long as you haven’t already shipped the item). This will help reduce the hassle of unpaid items and help you get your merchandise back up for sale faster. Sellers will also have the option to cancel transactions directly from My eBay instead of the Resolution Center and, if the buyer paid with PayPal, sellers will no longer need to wait for a response from the buyer.
• Language in the new experience has been changed to be friendlier and more service oriented. Phrases like “escalate a case” and “dispute a return” will be worded as “ask eBay to step in and help.” Additionally, cases that have been opened for an item not received or not as described will now be referred to as “requests.” When a request can’t be resolved and eBay is asked to step in and help, that request will then be referred to as a “case.”

Important implications regarding returns

While sellers who currently use hassle-free returns won’t see any significant changes, here’s what all other sellers can expect from the improved returns process on eBay:

• All domestic return requests on eBay will be initiated through My eBay and handled through the same returns process so you no longer need to manage individual return requests through email. You’ll still be able to communicate with your buyer at any time through the eBay member-to-member communication system.
• You’ll still be able to choose whether to offer returns in your returns policy, and will have the option to accept or decline a return request when it is not in keeping with the terms of your returns policy.
• You’ll now have the option of offering a replacement if your buyer doesn’t receive an item or there’s an issue with the item you sent originally.
• You’ll be able to ask eBay to step in and help to resolve a return issue—for example, when you wish to dispute a buyer’s return for an item not as described.
• As announced this March, any return request for an item not as described will count as a defect beginning with the August 20 evaluation.
• Sellers will be responsible for return shipping when there’s an issue with the item or the item wasn’t as described.
• Starting early next year and throughout 2015, the features and benefits of the current hassle-free returns process will begin to be added automatically for more US sellers:
  • An eBay return label provided automatically to the buyer requesting a return
  • Tracking uploaded automatically with the eBay return label so you can track the status of the return—and see when it will be delivered back to you
  • Assurance that the return shipping cost will not exceed the original shipping price if you used eBay labels for the original shipment
  • Configurable automation rules to streamline your business practices—for instance, buyer gets a refund instead of a return if the item is less than $10
  • Starting in mid-September, automatic refund to the buyer after 6 business days once the item has been delivered to the seller and as long as the seller has not asked eBay to step in and help
• By the 2015 holiday season, all eligible domestic returns on eBay will be hassle-free returns. You can opt in to hassle-free returns today to get these additional benefits right away.

New safeguards for sellers are built in

• The streamlined after-sale experience shows buyers the appropriate help options in My eBay based on where they are in the after-sales process to help reduce instances where they may inadvertently cause a defect.
• To help buyers with after-sales support, we’re adding an option in the Contact Seller form that allows buyers to ask you a question about an item they’ve purchased or send you a message after the sale. This option will not be considered a "request/ case" and will not impact your seller performance.
• To align with the seller performance standards, which go into effect with the August 20 performance evaluation, an expanded defect removal policy establishes clear instances where defects will be automatically removed from your performance record—without having to ask eBay to step in and help.
• All buyers requesting returns will now have a more detailed list of reasons for returning an item—so eBay can determine why the buyer is requesting a return.

Frequently Asked Questions

Top questions from sellers

• I just received a notification that a buyer wants to return an item even though I don’t use hassle-free returns. Have I been automatically enrolled in hassle-free returns?

  No. As announced in August 2014, eBay has introduced a new, more streamlined after-sale experience, which makes it easier for sellers to manage and respond to buyer questions and requests. This experience includes an improved returns process for sellers who are not enrolled in hassle-free returns. As part of this improved process, buyers no longer need to send sellers an email to request a return. Now, buyers submit a return request directly through My eBay. eBay then notifies sellers of the return request, along with recommended next steps.

• Will buyers be able to request a return even if I don’t offer returns?

  In the new after-sale experience, buyers are able to request a return for any reason. However, if you don’t offer returns and the buyer asks to return an item because they found a better price, no longer need the item, or it doesn’t fit, you can decline the request.

• What do I do when I receive a returns request?

  Once you’ve been notified that a buyer has requested a return, follow these steps:

  • Go to Returns in My eBay or click the link in your notification. From there, you’ll be guided through the return—and can keep an eye on its progress.
  • Once you’re ready to accept the return, you can instruct your buyer to print a shipping label on eBay—or send them one through My eBay messages. If you do send a label, remind your buyer to upload tracking for the return so that you can both see when it’s delivered back to you.
  • When you receive the return, check it carefully. If it’s okay, click “issue a refund” from the Return Details under Returns in My eBay. Don’t forget that you’re protected by eBay’s item condition policy.
  • Once the refund’s been issued, your final value fees will be credited automatically—and you can relist the returned item for free.

• What do I do when I receive a cancellation request?

  Buyers can submit a cancellation request within 1 hour of paying for an item—as long as you haven’t uploaded tracking or marked the item as “shipped”. You will have 3 business days to accept the cancellation request, so you can check to make sure the item hasn’t shipped before you approve the request. If you don’t do anything after 3 business days, the request will “time out” and close—and the transaction will proceed as normal (with no refund given). In the new after-sale process, buyers who wish to cancel an order more than 1 hour after the transaction can contact the seller directly as before. The seller can then choose whether or not to cancel the order.

• How do I communicate directly with my buyer after I receive a return request, but before I take action?

  If you would like to communicate with your buyer to work things out prior to issuing a refund, use the “send buyer a message” feature in your notification email or through Sold items in My eBay.

• What if I agree with the buyer to offer a partial refund?

  If the buyer requests a partial refund and the reason for the request is not related to the item description, it’s up to you to decide if you’d like to manually refund the buyer through PayPal. If you do decide to offer your buyer a partial refund, make sure you complete any negotiations regarding the amount before making your offer, as you won’t be able to change it later.

• I offered my buyer a partial refund in a return requested and the buyer accepted, how do I close the return request?

  Once the buyer accepts the offer and the refund is processed the return request is automatically closed.

• After the sale: Overview of recent updates

• What’s changed with the streamlined after-sale experience?

  Starting in mid-September 2014, buyers have an easier path to request help after making a purchase—right from My eBay—such as getting questions answered, tracking a shipment, returning items, and asking eBay to step in and help. Sellers will be able to manage and resolve these buyer requests more efficiently.
  Now, buyers can easily take a number of actions related to their purchase.

  It’s important to note that, while some buyers may continue to contact sellers through eBay member-to-member communications, most sellers will now receive individual notifications, called “requests,” when a buyer needs help after the sale. Sellers will receive these notifications through email and My eBay in the form of a return request, a cancellation request, a buyer request to communicate directly, or as an alert informing the seller that there is a problem with the item.

• Why is eBay making these changes?

  As part of ongoing improvements to the marketplace, these changes will help deliver a consistent after-sale experience for buyers, regardless of which seller they buy from. It’s also designed to streamline and automate many of the activities that occur after a sale—making it easier and more efficient for sellers to manage requests and deliver great service.

• Why is eBay changing some of the language in the after-sale experience

  We’ve made a number of language changes to provide sellers and buyers a friendlier and more service-oriented experience. Phrases like “escalate a case” and “dispute a return” will be worded as “ask eBay to step in and help.” Additionally, cases that have been opened for an item not received or not as described will now be referred to as “requests.” When a request can’t be resolved and eBay is asked to step in and help, that request will be referred to as a “case.” Note that though the language has changed, both requests and cases will count toward your seller performance status unless found in your favor or found to be not the fault of the buyer or seller.

  Current language	New language	Will it result in a defect?
  “Case”	“Request”	Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller
  “Escalate a case”	“Ask eBay to step in and help”	Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller
  “Dispute a return”	“Ask eBay to step in and help”	Yes, unless you ask eBay to step in and help and the case is found in your favor or found to be not the fault of the buyer or seller

• Handling Returns

• How do I know when a buyer submits a returns request?

  • You can see all return requests either in your returns summary (located in the Selling section of My eBay, as well as in Selling Manager and Selling Manager Pro) or in the Resolution Center.
  • As always, you can see and manage all eBay Money Back Guarantee requests and cases for item not as described or item not received in the Resolution Center.
  • You can see requests for cancellations in Sold Items in My eBay and will also receive email notification of these requests.

  The returns summary in My eBay gives you clear insight into the status of all open return requests from your buyers. To learn more about the reason for the return or other details about any specific request, visit your returns dashboard in My eBay.

  
  From the returns summary in My eBay, sellers can more additional details about a return.

  To communicate with your buyer before taking action on the return request, use the “send the buyer a message” feature, either from the “more actions” drop-down menu in the returns summary or directly from your email notification. Remember, communicating with your buyer before taking action on a return does not result in a defect.

  

  To contact a buyer about a return through Selling Manager and Selling Manager Pro, use the pull-down menu under “view return details.”

• Do these changes mean I have to start offering returns?

  No, you still have the choice of whether or not to offer returns through your return policy. If you’ve chosen not to offer returns and a buyer requests a return because the item doesn’t fit, they found a better price, or because they no longer need the item, you can simply decline the request. Please note, however, that your buyer may still be eligible for the eBay Money Back Guarantee if they request a return because they believe the item is damaged, defective, or counterfeit, has parts missing, or doesn’t match the listing.

• How are returns in the new after-sale experience different from hassle-free returns?

  With the new experience, the main differences between hassle-free returns and other returns are that for hassle-free returns the return-shipping label is provided automatically when the buyer initiates a return and you have options to selectively automate key tasks (such as instances where you want to refund a buyer but don’t want them to ship it back to you). Starting in 2015, these features and all the other unique benefits of hassle-free returns will be gradually extended to more US sellers. By the 2015 holiday season, all eligible domestic returns on eBay will be hassle-free returns.

• How will I know when the remaining features of hassle-free returns have been added?

  You’ll receive notification from eBay before the remaining features of hassle-free returns—such as return labels provided automatically to buyers—are added to your return process.

• Why should I start using hassle-free returns now?

  When you opt into and start using hassle-free returns now, you can start taking advantage of the following benefits right away—without having to wait for them to be made available to all sellers:

  • An eBay return label provided automatically to the buyer requesting a return
  • Tracking uploaded automatically with the eBay return label so you can track the status of the return—and see when it will be delivered back to you
  • Assurance that the return shipping cost will not exceed the original shipping price if you used eBay labels for the original shipment
  • Configurable automation rules to streamline your business practices—for instance, buyer gets a refund instead of a return if the item is less than $10
  • Starting in mid-September 2014, automatic refund to the buyer after 6 business days once the item has been delivered to the seller and as long as the seller has not asked eBay to step in and help

• Are there any recent changes to hassle-free returns?

  We’re adding two new features to help improve the hassle-free returns experience for both buyers and sellers.

  • Sellers will be able to ask eBay to step in and help on a return if they have an issue with a returns request. This will be the same as escalating a case for review. eBay will review the relevant details and make a decision. Note, however, that if the case is found in the buyer’s favor, it will still count as a defect—and will count toward your defect rate and percentage of cases closed without seller resolution.
  • Refunds to buyers will be processed automatically after 6 business days, once the item has been delivered to the seller and as long as the seller has not asked eBay to step in and help.

• When will eBay start adding features of hassle-free returns to more US sellers?

  We will begin adding hassle-free returns for most sellers starting in 2015, and will notify sellers in advance.

• How does the buyer get a return label in the improved return experience if I don’t use hassle-free returns?

  When a buyer requests a return, you’ll receive an email asking you to send a return label to that buyer. At that time, you can either direct the buyer to print a return label through eBay (the cost for return labels printed through eBay will appear on your monthly invoice) or send the buyer your own return label through My Messages.

  Remember, when you use hassle-free returns, the buyer can immediately print a return label and tracking is automatically uploaded. Then, both you and your buyer will be notified when the return is delivered back to you.

• How are refunds processed when a buyer returns an item?

  You can refund your buyer right through your returns dashboard in My eBay or by clicking “refund buyer” in your email notification after the tracked package indicates it’s been returned back to you. For sellers using hassle-free returns, if you take no action after 6 business days of an item being returned to you, your buyer will be automatically refunded—as long as you haven’t asked eBay to step in and help resolve an issue.

• Where can I track the status of the refund payment to my buyer?

  You can track return details on you seller dashboard in My eBay. You can also track the status of any refund payment from your PayPal account.

• Seller performance/business impact

• Will the recent changes to the language in the after-sale experience have any impact on my seller performance rating?

  Changes to language in the new experience—from “case” to “request,” for instance—will not have an impact on what counts as a defect as described in the 2014 Spring seller update. A request opened for an item not received or item not as described will still count as a defect. When a buyer or seller asks eBay to step in and help resolve a request, it will be referred to as a “case.” If that case is found in the buyer’s favor, it will count toward your defect rate and percentage of cases closed without seller resolution.

• Will I receive more returns requests through this new process?

  Because all returns requests are now consolidated under Returns in My eBay, it may appear you’re receiving more returns than before. Remember that only returns for items that are damaged, defective, or counterfeit, have parts missing, or do not match the listing will impact your seller performance standards. If you are experiencing a higher return volume than expected, consider the time of year—and be sure to check the quality of your photos and listing descriptions, which can lead to returns. You can learn more about improving your listings by visiting the eBay seller center.

• Will all returns now count as defects?

  As announced in March 2014, any return request for an item that is damaged, defective, or counterfeit, has parts missing, or doesn’t match the listing will count as a defect—and the seller will be required to pay for the return shipping.

  Remember, a return that is requested because the buyer no longer needs the item, the item does not fit, or they found a better price, will not be considered a defect. Your return policy will dictate who pays for return shipping in these cases.

  

  A return will count as a defect if it’s for an item that is damaged, defective, or counterfeit, has parts missing, or doesn’t match the listing.

• How can I track which returns count as defects?

  You can keep track of which returns have counted as defects from your seller dashboard, where you can also download a transaction defect report updated every week.

  

  Your seller dashboard provides a clear view of the return requests that have been counted as defects.

• Can I still communicate with my buyer even after they’ve requested a return for one of the reasons that results in a defect?

  Yes, if you receive a return request and still want to communicate with your buyer before issuing a refund or asking eBay to step in and help, simply choose “reply to the buyer” from your returns request notification or send a message using the drop-down menu in My eBay.

  

  You can easily communicate with your buyers, before issuing a refund, even when the return is for an item that was damaged, missing parts, defective, counterfeit, or didn’t match the listing.

• What happens if a buyer just wants to ask me a question about the item they’ve ordered? Will this count as a defect?

  Buyers now have the option to select a button in the Contact Seller form that reads: “I have a question about using my item or I want to send the seller a message”. You’ll be able to respond to these questions through eBay messages—and they won’t be counted as a defect.

• Will buyers still be able to request a return even if my return window has passed?

  As always, buyers will be able to request a return even after your return window has passed, and you can decline that request if the buyer simply no longer wants the item. However, if the request to return an item is made within the eBay Money Back Guarantee window for reasons that the item was damaged, missing parts, defective, counterfeit, or didn’t match the listing description, eBay may refund the buyer and require you to reimburse us for the refund. In this case, it will count as a defect and towards your percentage of cases closed without seller resolution—unless you ask eBay to step in and help and eBay resolves the case in your favor or the case is found to be not the fault of buyer or seller.

• What should I do if a buyer isn’t following my return policy?

  No matter what your return policy, it’s always a good idea to try and work out a solution with your buyer. However, if the buyer requests a return and you’re unable to reach a resolution, you can ask eBay to step in and help. We will review the situation and if we determine that the buyer hasn’t complied with your return policy or the conditions outlined in the eBay return policy, it won’t count toward your defect rate or percentage of cases closed without seller resolution.

• What should I do if a buyer contacts me through email or by phone to return an item instead of going through eBay?

  If a buyer contacts you directly, advise them to request the return in My eBay. Doing so helps safeguard both you and your buyer by giving eBay visibility into the transaction in the event that we need to step in and help. It’s also important to remember that if you issue a PayPal refund without a return request through the eBay return process, eBay may conclude that you have cancelled the transaction, which would count as a defect.

• Can I still charge a restocking fee?

  Yes. If you are using hassle-free returns, your restocking fees are automatically deducted from the buyer’s refund. If you are not using hassle-free returns, you must manually refund the buyer in PayPal, less the restocking fee, then ask the buyer to close the original return request in My eBay.

• When do I have to pay for return shipping?

  If your policy indicates that you pay for return shipping, then you will be charged for return shipping. Otherwise, the responsibility for return shipping charge is determined by the reason the buyer chooses when requesting a return. If your buyer indicates they are returning an item because they changed their mind, they are responsible for return shipping. However, if the buyer requests a return because there’s a problem with the item then you will be responsible for return shipping. This policy applies to all transactions on ebay.com for domestic and international buyers.

• What reasons can buyers specify for returning an item?

  When requesting a return on an item, buyers will be asked the reason for their return. In those instances where the item they’ve received is not as described, appears fake, or is damaged/missing parts—the seller will be responsible for return shipping. Here’s a closer look at the reasons buyers can give for a return:

  Reason for return	Responsibility for return shipping
  Does not fit	Per seller’s return policy
  No longer want/need	Per seller’s return policy
  Found better price	Per seller’s return policy
  Defective/Does not work	Seller
  Item differs from listing	Seller
  Missing parts or accessories	Seller
  Arrived damaged	Seller
  Fake or counterfeit	Seller

• Seller standards and protections

• What is eBay doing to protect me from return requests that I don’t agree with?

  Anytime you receive a return request you don’t agree with, you can ask eBay to step in and help. Based on the information provided and the buyer’s purchase history, we will do what we can to resolve the issue. Note, however, that if the case is found in the buyer’s favor, it will still count as a defect—and will count toward your defect rate and percentage of cases closed without seller resolution.

• What happens when I ask eBay to step in and help on a return I don’t agree with? Is that the same as escalating a case for review?

  Asking eBay to step in and help will automatically open a case for eBay to review and resolve. We will review all the relevant details of your transaction to make a decision on your request—the same action we take currently when sellers use the “escalate a case” link in the Resolution Center.

• Can I dispute paying for return shipping if I feel a buyer is misusing returns?

  Yes, you can ask eBay to step in and review a return request if you feel the buyer has misrepresented the reason for the return. eBay will review your request and take appropriate action.

• If I ask eBay to step in and help on a return and it's found in the buyer's favor, does that count toward 0.3% cases closed without seller resolution?

  Yes, if eBay resolves the case in the buyer’s favor, the return will count towards your 0.3% of closed cases without seller resolution. However, if the case is found in your favor or found to be not the fault of the buyer or seller, it will not count toward your defect rate or your percentage of cases closed without seller resolution.

• What if the buyer doesn’t return an item after I’ve already processed their refund or sent a replacement?

  Anytime you receive a return request, we recommend that you only refund your buyer or send a replacement once the item has been returned to you. Buyers are instructed to ship their original items back to you within 5 business days of opening the request. We send the buyer reminders after 5 business days. If you’ve already sent a replacement and the buyer hasn’t sent back the original item, we charge the buyer for the replacement item after 30 days.

• Cancellations

• What’s changing with the cancellation process?

  Previously, buyers had to contact the seller directly in order to request an order cancellation. With the new after-sale experience, buyers can request their own cancellation, as long as it’s within an hour of purchase and the seller hasn’t marked the item as shipped. While a buyer can initiate the cancellation, the seller still has to approve it. If a buyer wishes to cancel an order more than an hour after purchase and the item hasn’t already been marked as shipped, they can still contact the seller directly, in which case the seller has the choice to cancel the order or not. Sellers will also have the option to cancel transactions directly from My eBay instead of the Resolution Center, and if the buyer paid with PayPal, sellers will no longer need to wait for a response from the buyer.

  In the new after-sale experience, buyers and sellers both have the option to cancel an order, directly from My eBay.

  Buyer Cancellation Option in My eBay

  

  Seller Cancellation Option in My eBay

  

• Do cancellations requested by buyers count as defects?

  Cancellations that are initiated or requested by your buyer will not count as defects. If a buyer does ask you to cancel an order on their behalf, it’s important to handle those requests through the eBay cancellation process in the Resolution Center. That way, the cancellations can be identified as “buyer requested” and won’t count as a defect.

• Do transactions that I cancel count as defects?

  As announced in the Spring 2014 seller update, transactions that a seller cancels through eBay or refunds through PayPal because you no longer have the item (out of stock) or choose not to ship after it’s sold will count as a defect.

• What should I do if a buyer contacts me through email or by phone to request a cancellation instead of through eBay?

  Sellers can easily initiate a cancellation on a buyer’s behalf. If your buyer asks you to cancel a transaction, just be sure you do so through the eBay cancellation link in My eBay and select the “buyer requested” reason for the cancellation. This lets eBay know the buyer requested the cancellation. Remember, cancellations requested by your buyer will not count as defects. However, if you issue a PayPal refund without a cancellation request from the buyer, eBay may conclude that you have cancelled the transaction, which would count as a defect.

• Will the new defect removal policy replace the Feedback removal policy?

  Yes, we’re replacing the Feedback removal policy with the expanded defect removal policy. The defect removal policy is aligned with the new seller performance standards to cover all defect types including Feedback, detailed seller ratings, returns requests for items not as described, requests for items not received, and seller-cancelled transactions. We’ve simplified the policy to clearly outline when defects will automatically be removed. Sellers are covered by the same protections provided under the feedback removal policy.

• When does the defect removal policy go into effect and how will I know when eBay removes a defect from my seller performance?

  The new defect removal policy goes into effect on August 12, 2014. Sellers can visit their seller dashboard to keep track of defects they have received and will be able to see when defects are removed. Automatic defect removal for defects that meet the policy will occur each Wednesday and will show in the seller dashboard by Thursday. Defect removal may be delayed to the following week when tracking information shows the item is still in transit, if there is an open eBay Money Back Guarantee request or the item is being returned and a refund hasn�t yet been issued.

• Can sellers still contact eBay to get defects removed?

  Sellers may request the removal of defects that have not been automatically removed if they believe they provided a positive buyer experience that did not warrant a defect. eBay will make an effort to do what is right for the buyer and seller based on the information available through shipping carrier tracking and in eBay’s systems.