Returns
Attract and retain buyers with a great returns policy.
How returns work
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Enhanced automation for a faster returns experience
Beginning September 14th 2020, eBay will automate the returns and refunds processes for active managed payments sellers to align the seller experience across the eBay platform. Automation of returns and refunds saves sellers time, and enables them to process returns faster.
This update also enables a streamlined returns experience for buyers by providing them immediate access to return labels (if available) and faster refunds. There are two changes to the current returns process for managed payments sellers:
- In most cases, we will automatically accept return requests and provide a return shipping label to a buyer wishing to return an item if an eBay label is available.
- Once received, sellers will have two business days to review the returned item and issue a refund, or ask eBay to intervene. If no action is taken, eBay will automatically issue the refund two business days after the tracking number shows a confirmed delivery status. At that time, we will close the return with no impact to seller performance.
This will shorten the processing time of the return, help sellers manage returns more efficiently, and reduce the likelihood of defects should the buyer ask eBay to step in to help with a case.
- Remorse returns outside the seller’s specified return window
- Return reasons: Arrived damaged or Missing parts or pieces. For these return reasons, sellers will have the opportunity to review and approve the return, enabling them to handle the issue directly with the buyer.
For all other return reasons, the new auto-accept & auto-refund process is as follows:
- Buyer requests a return.
- When an eBay label is available, eBay issues a return label to the buyer to ship the item back to the seller.
- The seller has two days to inspect the returned item and issue a refund to the buyer.
- eBay will track the delivery of the returned item. If tracking shows the returned item has been delivered to the seller, but the seller has not yet issued a refund to the buyer, eBay will automatically issue the refund to the buyer on the seller’s behalf after two business days.
- eTRS sellers and sellers who offer free returns can now offer partial refunds, up to 50%, if the item is returned in a condition different than when you shipped it.
- Sellers can continue to control the efficiency of the returns process by creating rules in Return Preferences to automatically approve returns or send immediate refunds without requiring the buyer to send the item back.
You can continue to control the efficiency of your returns process by creating rules in your Return Preferences to automatically approve returns or send immediate refunds without requiring the buyer to send the item back.
Enhanced returns automation FAQs
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When do return requests qualify for automatic acceptance?
To qualify for automatic acceptance, return requests must meet all of these criteria:
- Requests meet your listing returns policy
- The return is domestic and will be shipped within the US
- The return is not an exchange or replacement request
As a reminder, if you require a Return Merchandise Authorization (RMA) number per settings in your Return Preferences, we will ask you to provide the RMA number before the buyer can send the item back to you.
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What if my listings don't offer returns?
If you receive a request that requires your response (such as a "not as described" request covered under the eBay Money Back Guarantee program), we may automatically provide a return shipping label to the buyer. The cost of the label will be billed to your invoice and no impact will occur to your seller performance.
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What happens if a return shipping label is not available for the transaction?
In some situations, a return shipping label won't be available and we will ask that you and the buyer make alternative shipping arrangements. For example, the buyer may need to obtain their own return shipping label to ship the item back to you.
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Who pays for the return shipping label?
The party responsible for the cost of the return shipping label depends on your returns policy. For example, if you indicate that "buyer pays" for return shipping, the buyer will need to pay for the label used to ship the item back to you if the buyer doesn't want the item anymore. Alternatively, if you offer free return shipping ("seller pays"), you will be charged for the return shipping label used by the buyer.
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When a return shipping label is provided to a buyer, what type of label is provided?
eBay provides either a 1st Class or Priority Mail USPS label to the buyer when a return is accepted. The cost of the label is determined by the weight and dimensions of the package and will cost no more than the original outbound label if it was purchased on eBay.
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What if I want to use a label from a different carrier than USPS?
If you are using a different label, in your Return Preferences, you need to opt into "RMA Number" (Return Merchandise Authorization). Then you will be able to upload your own label when a buyer requests a return.
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When will eBay automatically issue a refund on my behalf?
We recommend that you refund the buyer as soon as you receive the return. However, if the item's tracking information shows confirmed delivery, 2 business days have elapsed, and the refund has not yet been issued to the buyer, eBay may automatically issue a refund on your behalf. eBay will also consider buyer and seller risk and performance data in determining whether to automate a refund.
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How can I make sure my buyer receives a Return Merchandise Authorization (RMA) number before they send the item back to me?
You can decide to offer a RMA number by checking the appropriate box in your Return Preferences page. We will ask you to provide the RMA number before the buyer can send the item back to you.
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How can I issue an immediate refund for a return request instead of having the item sent back to me?
You can set up automation rules in your Return Preferences to immediately refund your buyer and let them keep the item.
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Can I still offer a replacement or exchange to my buyer?
Yes. As long as you indicate in your return policy that you want to offer buyers the option to request a replacement or exchange, this option will still be available. Additionally, replacement and exchange requests will not be automated.
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I have a return address that is different from the address from which the item was originally sent. How can I make sure that an item is sent back to the correct location?
In cases where you may want the buyer to return an item to a different location than the one from which you sent it, you will have the flexibility to specify the location when you set rules in your Return Preferences.
Returns policies that meet buyers' expectations
We strive to deliver a returns experience that is consistent and competitive with a modern marketplace. Our five return policy options help streamline the returns experience for our buyers. You may choose to offer:
- No returns accepted
- 30-day buyer-paid returns
- 30-day free returns
- 60-day buyer-paid returns
- 60-day free returns
Attract buyers with free returns
Move to the policy that can give you up to a 25% conversion lift.†
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If you currently offer: |
And you move to: |
Your conversion lift* could be: |
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No returns |
30-day free returns |
15% |
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60-day free returns |
25% |
|
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14-day returns (buyer pays return shipping) |
30-day free returns |
10% |
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60-day free returns |
20% |
|
|
30-day returns (buyer pays return shipping) |
30-day free returns |
5% |
|
60-day free returns |
13% |
†Conversion lift seen based on Q3 2017 data. Individual results may vary. eBay does not guarantee that each seller will experience the same lift or any lift at all. "Free returns" refers to when the seller pays return shipping no matter the reason for return, with no restocking fee.
Returns Calculator
When you move to free returns, use this calculator to estimate how much you might add to each item you sell to compensate for the cost of returns.
Provide from last 90 days:
Lookup Transactions here
Lookup Returns here
Total cost of return shipping.
Select which policy you currently have and which policy you'll update to:
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 below to learn more about customizing and optimizing returns.
Choose when to 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!
Partial refund option
You can offer a partial refund if a returned item is damaged, missing parts, or otherwise not in the same condition as when you shipped it.
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.
In some situations, you may still have three business days to provide your own return label before one is automatically sent to the buyer. This usually occurs if the request is outside your return policy window or for certain return reasons.
No return requests due to buyer's remorse will be accepted automatically if your policy doesn’t permit it.
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.
Have a question about Service Metrics?
For more information about service metrics and peer benchmarks
Keep returns to a minimum
Maybe it wasn't their size. Maybe it wasn’t quite what they thought. Most sellers on eBay offer returns, but would prefer to keep them to a minimum.
- Ensure your products match accurate item description and clear photos.
- Remove products with high rates of manufacturing flaws from your inventory.
- Make sure you aren't sending the wrong items.
- Use checklists for items with many parts, or for multiple items in a combined shipment to avoid missing pieces.
- Package items securely to prevent damage in shipment.
- Check returned items carefully before issuing a refund.
- Issue refunds quickly—preferably within 2 days of receiving a return.
- Ask eBay to help you resolve an issue.
- Keep a valid return address on file, and manage multiple addresses through your preferences.
Reduce the number of items that arrive damaged
- Improve your packaging to prevent damage in shipment.
- Inspect refurbished and used items more closely for hidden defects and damage. Call these out clearly in your listing description and photos.
Reduce the number of items that don't work or are defective
- Ensure new items are described accurately, sealed, and are in their original packaging.
- Inspect refurbished and used items more closely for hidden defects and damage. Call these out clearly in your listing description and photos.
- Remove products with high rates of manufacturing flaws from your inventory.
Make sure you aren't missing parts
- Inspect packages more closely to ensure all items ordered are included and correct.
- Check open box items to ensure all components are present and function as expected.
- Use checklists for items with many parts, or for multiple items in a combined shipment.
Make sure you aren't sending the wrong items
- Inspect packages more closely to ensure all items ordered are included and correct.
- Check open box items to ensure all components are correct.
- Use checklists for items with many parts, or for multiple items in a combined shipment.
Make sure your product is authentic
- It is illegal to sell counterfeits, fakes, or replicas of brand name items. We don't allow these to be sold on eBay. Please refer to our policy on counterfeit and replica items.
- Misusing brand names and keywords to manipulate search results can also result in false buyer expectations. Don't make comparisons or reference brands that aren't the same brand you're selling.
Ensure your products match their descriptions or photos
- Clearly and accurately describe your items and return policies.
- Use lots of high-quality photos and item specifics in your listings to set the right buyer expectations. Photos help buyers to see exactly what they're getting as well as specific details they may be looking for.
- When selling used items, photos are especially important because they let the buyer see the actual condition of the item along with other details like color.
- Specify your item's condition using structured specifics and ensure the selected condition is accurate and consistent with the rest of the item description.
As delivery expectations continue to rise, buyers want to be able to track orders and receive them on time. Invalid tracking numbers and use of shipping services that are not integrated with eBay can lead to increased "item not received" buyer requests.
- Upload accurate tracking information in the correct fields to reduce the possibility of an "item not received" request by up to 60%*.
- Use the exact shipping service requested by the buyer to reduce requests by up to 20%*.
- Ship within your stated handling time to reduce requests by up to 65%*.
Tools and resources
Carrier options
Choose from the most trusted shipping carriers and get exclusive discounts.
FAQs
- Is offering returns optional for sellers?
Yes, offering a return policy is an option for all sellers. You can offer returns on individual or all items and distinguish between domestic and international return policies.
Listings from Top Rated sellers must offer a 30-day free return policy to qualify for the Top Rated Plus discount and seal.
- Can buyers request a return even if I don't offer returns?
Buyers are able to request a return for any reason.
- If I decide to automate my returns process, can I still choose my own label?
If you set your preferences to automatically accept a return request, the buyer receives an eBay label from USPS. You may only use the "upload your own label" option when you're processing a return manually.
- Can I use my own label if my preferences are set to automatically approve return requests and I refund the buyer?
No. If your preferences are set to automate any portion of the return process, including offering a replacement, an automatic eBay label will be sent to the buyer for return shipping. You may only use your own label in cases where you manually approve returns.
- Can I use Return Merchandise Authorization (RMA) numbers?
Yes.
- How do I add RMA numbers?
Select the "RMA number" option in Return Preferences.
- How do I handle returns of multiple items from the same buyer?
If a buyer requests a return for multiple items at once and your preferences are set to manually approve returns, you can approve the request and provide a single return-shipping label to your buyer. Be sure to clearly communicate to your buyer what to do and add the relevant tracking information for all returns.
- Can buyers initiate a single return for more than one item?
No. Unless they were purchased as part of a multi-quantity item, buyers must initiate a return for each item individually.
- How are multi-quantity items handled?
Buyers are able to return multiple quantities of the same item with a single return, but can only initiate one return for each multi-quantity item purchase. For example, if the buyer initiates a return for 3 of 10 shirts purchased as a multi-quantity item, they will not be able to initiate a return for the remaining 7 shirts at a later date.
* Information based on internal analysis of listings between January 1, 2017 – September 30, 2017.
