Returns

Attract and retain buyers with a great returns policy.

2017 Fall Seller Update    See What’s New

How returns work

1

Get notified.

Buyers receive a return shipping label automatically when they pay for returns.*

2

Track the shipment.

You can track the return on My eBay.

3

Inspect the returned item.

Then issue a refund, replacement, or exchange.

*If you pay return shipping, you have three business days to send your own return label instead.

Attract buyers with free returns

Move to the policy that can give you up to a 34% conversion lift.†


If you currently offer:

And you move to:

Your conversion lift* could be:

No returns

30-day free returns

17%

60-day free returns

34%

14-day returns (buyer pays return shipping)

30-day free returns

11%

60-day free returns

27%

30-day returns (buyer pays return shipping)

30-day free returns

4%

60-day free returns

18%

Overview

Simplify customer service

eBay automates some steps—like return acceptance when your policy permits returns due to buyer's remorse. You can customize other steps—like when you issue immediate refunds. This can simplify the entire process for both you and buyers.

Click the tabs above to learn more about customizing and optimizing returns.

Customize refund preferences

Customize refund preferences

You can choose when you give immediate refunds.

For instance, maybe you want to always offer immediate refunds for clothes that don’t fit—create return rules to let that happen. Your life just got easier!

Enjoy automatic acceptance

Enjoy automatic acceptance

Automatic acceptance of returns simplifies the returns process.

When you’re OK with buyers paying to ship back items they no longer want, requests for returns are accepted automatically and we’ll provide the buyer with a return shipping label.

If you’re responsible for the cost of return shipping, you still have three business days to provide your own return label before one is automatically sent to the buyer. This usually occurs if you offer free returns or if the buyer has an issue with an item.

No return requests due to buyer’s remorse will be accepted automatically if your policy doesn’t permit it.

Offer replacements and exchanges

Offer replacements and exchanges

Offering replacements—items identical to the original—and exchanges—items that are different—can help buyers feel better about their purchase. Just be sure to have plenty of stock when offering either of these options.

You can even allow the buyer to keep the original item in cases when you don’t want it back.

Returns best practices

  • Limit returns by including accurate item descriptions and clear photos.
  • Clearly state who pays for return shipping—you or the buyer.
  • Accepting returns can indicate you stand behind your listings.
  • Offering a generous return window during the holidays can help shoppers buy with confidence.
  • Check returned items carefully before issuing a refund.
  • Issue refunds quickly—preferably within 2 days of receiving a return.
  • Ask eBay to help if you can't resolve an issue.
  • Keep a valid return address on file, and manage multiple addresses through your preferences.

Tools and resources

Carrier options

Choose from the most trusted shipping carriers and get exclusive discounts.

Shipping calculator

Estimating your shipping costs just got easier.

Refund automation

Choose when to issue immediate refunds.

Have a Question?

Find answers in our FAQ center.

Go to FAQs