Returns

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.

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.

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.

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%*.