Highlights

• Beginning in August, you can specify “Money back or exchange” as a refund method.
• In early 2012, for new listings and items being relisted, the refund methods “Merchandise credit” and “Exchange” will be retired. You’ll be able to select from “Money back,” “Money back or exchange,” or “no returns accepted”.
• Also beginning early next year, for new listings and items being relisted, the 3- and 7-day options will be retired. You’ll be able to select from 14 days, 30 days, 60 days, or “no returns accepted.”
• As always, even if you specify “no returns accepted,” buyers may still return these items if they don’t match the item description and the buyer files an eBay Buyer Protection case.

Take Action

• Starting in August, consider using the new “Money back or exchange” refund method option, when you have the depth of inventory to support an exchange for a different size, color, or undamaged unit. For sellers who have limited inventory in an item, but want to offer great customer service, select the “Money back” option.
• To attract more buyers during the holiday season, start replacing your 3- and 7-day return policy with a 14-day or better policy now.
• Make sure the return policy options you specify and anything you say in your return policy details are consistent. Update any return policy information on your About Me and eBay Store pages as well.

Best Practices

• Set a good return policy – one that is supportable within your business model and strives to exceed buyer expectations by accepting returns for any reason. Key elements to consider given the expectations of today’s e-commerce buyers:
  • Long return windows--14 days or more.
  • Return shipping paid by the seller on all returns, or at a minimum, return shipping paid by the seller for items that are different from what was described in the listing.
  • No restocking fees.
• Provide clear, easy-to-follow instructions for returns in your “Additional return policy details” section.
• Clearly indicate who is responsible for return shipping costs – you or your buyer. If this varies depending on the reason for the return (for example, buyer remorse versus a flaw in the item itself), make this clear in your policy.
• Be sure to state what you require to accept a return: tags must still be attached, item must not be adjusted, installed, etc.
• Keep a valid return address on file. To specify or update your return address:
  • Go to the Account tab in My eBay.
  • Click Addresses on the left side of the page.
  • For the Primary return shipping address, click Change.
  • Click Edit address.
  • Enter your current address, and click the Ship to this address button
• Wait until items are returned to you and inspect them before issuing a refund.

• In general, provide specific details that set the right expectations with your buyer and clearly describe the condition of the item you’re selling.
• Make descriptions easy-to-read: use headlines, bulleted lists, and other visual elements.
• Add pictures to give buyers a more visual shopping experience and a more accurate idea of what to expect and distinguish your listing from others of its kind. This is especially important if you’re selling in the fashion categories.
• Reiterate key information such as brand, model, capacity, features, dimensions, name and item condition.
• Include exact measurements of your item. For example, when listing in a fashion category, use the new size charts and include inseam measurement, bust size, and/or pant or skirt length, when appropriate.
• Clearly describe imperfections: scratches, stains, chips, missing accessories, defects, and other flaws.
• Respond quickly to resolve all buyer issues.

Frequently Asked Questions

What is changing in the return policy?

Starting in August, you can specify “Money back or exchange” as a refund option. Next year, merchandise credit, exchange, and the 3- and 7-day options will be retired. If you accept returns, a 14-day minimum time and a money back refund option (“Money back” or “Money back or exchange”) will be required.

Why is eBay making these changes?

Returns options are being simplified and standardized to increase consumer confidence, align with buyer expectations, and help increase your sales.

When do these changes take effect?

You can specify “Money back or exchange” as a refund option starting in August. In early 2012, 14 days will be the minimum option if you accept returns, and the 3- and 7-day returns options will no longer be available. Also, the merchandise credit option will be retired, and a money back refund option will be required for all returns. Sellers will be notified in advance of these changes taking effect.

What do I need to do as a result of these changes?

Although no changes are required right now, you can start specifying “Money back or exchange” in your returns policy in August or you can use the existing “Money back” option. This will allow you to maximize holiday sales and prepare for the new policy requirements in 2012. If you use templates to create listings, make sure to update your return options in these as well. Review your return policy details, About Me page, and eBay Store to make sure it’s consistent with the return policy options you’ve selected.

What will happen to my Good ‘Til Cancelled listings?

These changes will not be required in Good ‘Til Cancelled listings until later in 2012. However, we recommend you start editing your listings in August and consider using the new “money back or exchange” option, to take full advantage of holiday traffic.

Do I have to accept returns?

No, but you do have to specify a return policy. You may specify that you do not accept returns by setting your policy to “no returns accepted.” If you accept returns, you’re required to accept returns for any reason, including when buyers change their minds.

What happens if I decide not to accept returns?

You may decide not to accept returns by setting your policy to “no returns accepted”. Regardless of your return policy, all sellers must adhere to eBay's policy for sellers, which include accepting a returned item if it doesn’t match the listing’s description.

Are tools available to help me make these return policy changes in bulk?

Yes. If many of your live listings have the same return policy, you can use a bulk editing tool to help you update the return information for all of those listings at once. Here’s a guide to help you edit your listings in bulk.

What happens if the information in my return policy details doesn’t match the standardized timeframe I’ve selected?

If a buyer files an eBay Buyer Protection case and you have conflicting return policy information in the listing, the outcome will be determined by whatever time frame is longer, the standardized return policy selections or your return policy details. Listings with conflicting information are in violation of the eBay Selling Practices Policy and may be subject to removal.

Am I required to pay for return shipping?

You can decide whether you or the buyer will pay for return shipping. Be sure to specify shipping costs and related return service charges, if any, in your listings. Consider paying for return shipping when your buyer feels that the item is different from what was described in the listing.

Can I charge a restocking fee?

Yes, you are allowed to charge a restocking fee. However, keep in mind that a high restocking fee may discourage buyers from purchasing your item in the first place. If you charge a restocking fee, we recommend that it’s a reasonable amount and that you include specifics in the return policy details.

If a buyer wants to return an item, can I ask them to send it back before issuing a refund?

Yes. In fact, it’s a best practice to wait until items are returned to you and inspect them before issuing a refund. Be sure to mention this in the listing so buyers understand in advance if they will be responsible for return shipping and the expected condition of a returned item. If you choose to pay return shipping, you can add details about how and when you’ll do so by selecting “seller” in the Return Policy “change return policy” menu and providing details in the text box such as, “buyer will pay for return and will be reimbursed by seller.”