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.
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.”