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The flexibility to customize your returns
New features make handling returns
easier and more efficient than ever
New, simpler returns process for your business and your buyers
Beginning in mid-September, all eBay sellers who choose to offer returns will enjoy a single, customizable returns process, allowing you to manage and respond to different types of return requests promptly and efficiently. Moving forward, all returns including hassle-free will simply be considered eBay returns and you'll no longer see the term "hassle-free returns" while shopping or processing a return on eBay. As always, you can continue to choose whether or not to offer returns.
What’s changing?
With increased options soon available through your returns preferences and policy, you'll be able to customize how you handle returns based on your individual business needs. Virtually automate the entire returns process to expedite returns and refunds, or select options to manually approve specific requests such as returns for high-value items or items in certain categories.
Returns
your way
All sellers will soon have access to the new, more flexible features—which means you'll now have the option to customize exactly how you want to handle return requests with as little or as much automation as you and your buyers need. Get the details on new features
Your current settings won’t change
If you handled returns manually or have automated approvals through hassle-free returns - your settings and level of automation will not change. Your settings will only change when you take action to add or update how you want to handle returns through your preferences and policies.
Items not as
described don’t count
What's more, with updates to seller standards starting February 20, 2016, returns for items not as described will no longer immediately count as a defect when you resolve the issue successfully with your buyer.
To customize your returns, go to your returns preferences in My eBay
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Automatically approve some or all return requests
By customizing your return preferences, you can choose when you want to expedite different types of return requests by instructing eBay to process them automatically. This is done by creating basic or advanced return rules within your return preferences in My eBay.
For example, if you always accept returns and offer refunds on clothing items that don’t fit, you can now choose to approve those specific requests and send the buyer a return label automatically by creating a basic rule. If you need even deeper customization options—for example, to only automate returns in certain categories or lists—you can do that too using advanced rules. See best practices, and suggestions for customizing and automating how you handle return requests.
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Issue refunds and enable a buyer to keep the item
Occasionally, you may want to instruct a buyer to keep an item but still issue a refund. This is often the case for low-priced items or items that were broken in transit—when it doesn’t make sense to pay for return shipping. With customized refund preferences, you can easily create rules to automatically provide a refund and inform the buyer to keep the item in certain circumstances. Learn more.
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Send returns to specific addresses automatically
If you have multiple return addresses for different item categories or locations of items, you can now customize the address where a returned item should be shipped based on rules you set within your return preferences. See suggestions for situations when multiple-shipping addresses make sense.
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Include Return Merchandise Authorization (RMA) numbers
If you run a business where logistics require use of RMA numbers to issue and route returns, you can customize your preferences to include RMAs. You will then be automatically prompted to include your RMA when you choose your return label.
Customize your return policy options when you create a new listing
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Offer a replacement option
Offering replacements is a great way to provide a positive buying experience when there’s an issue with the original item. You can quickly ship a replacement—and even customize your return policy by setting a rule to allow the buyer to keep the original item, in cases where you don’t want it back.
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Add a restocking fee
Starting in late October, all sellers who use restocking fees can save time by having fees automatically deducted from certain refunds. For example, if you add a 10% restocking fee from the new drop down option in your return policy and your buyer decides to return the item because they no longer want it, the fee will automatically be deducted from the total refund issued to your buyer.
New option for including your own return-shipping labels
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Use the shipping label that works best for your business
eBay labels: When you set a rule to automate return approvals, your buyer will receive an eBay return shipping label immediately, which expedites delivery back to you. eBay labels offer deep discounts through USPS, send tracking automatically to you and your buyer and don't exceed the original outbound shipping cost (when you used an eBay label for the original outbound shipping). You can also choose to offer an eBay label even when you don't select automatic approvals.
Your own labels: If your business has a preferred carrier, you'll now have the additional option to include your own return shipping label and automatically send the tracking information to your buyer starting in mid-September.
Enjoy added protections
Along with new customization features, eBay is adding improved protections to help prevent misuse of the returns process.
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Report a problem with the buyer without getting a defect
eBay is adding a new process to report problems with buyers, making it easier for you to privately alert us that the buyer was misusing the process. Launching in mid-September, this action will not impact your seller standing and will appear after you've successfully completed the return. When you let us know about a problem, it allows us to continually grow our database and helps us maintain a safe, trusted marketplace for all sellers to do business.
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More accurate return reason descriptions
Starting in mid-September, buyers will also have new, more specific selections when choosing a reason for a return which may reduce instances where you are required to pay for return shipping.
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Returns no longer count as defects when you resolve them
As part of the new seller standards coming in February 2016, returns for items not as described will no longer count as a defect when you successfully resolve the return request with your buyer. Remember, you'll still be required to pay for return shipping for items not as described but you may be able to save money by setting your return preferences to tell the buyer to keep the item and send them a refund without shipping the item back if it makes business sense.
Follow these best practices to automate & optimize your returns for greater efficiency and savings:
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Automatically approve all or some return requests
Consider automatically approving return requests when your policy states that the buyer pays for the return shipping label. When you do, your buyer will immediately receive an eBay label to ship the item back to you. This saves you time handling most returns—so you can focus on selling. Learn more about how to customize your return preferences.
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Automatically send a refund to the buyer without processing a return
Create a refund rule to automatically issue a refund but allow your buyer to keep the item when the cost of return shipping may be more than the item's original value, or when the returned item has no value (i.e., it's broken or defective). Learn more about how to customize this and other return preferences.
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Allow your buyer to keep the original item and send a replacement
You can create a rule that automatically allows your buyer to keep the original item and receive a replacement instead of a refund. This return rule makes sense when you have a large inventory of the same item and when the original item was broken during shipping—or when it may be cheaper for you to simply send a replacement rather than process the return. Learn how to send a replacement.
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Automatically route return items to specific return locations
If you have multiple return locations or warehouses where you process returns, you can save time by customizing your return rules to automatically route specific items or categories of items to specific locations. For example, you want returned small electronics to ship to a single location while electronics accessories are routed to their respective regional warehouse. Learn how to customize your return preferences.
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If you need to use your own label, ensure the information is readable
When you choose to use your own return label please be sure to attach a clean, non-blurry image. A clean image enables eBay to read the barcode information and automatically send tracking to you and to your buyer. See how return shipping labels work.
Take action
Here’s what you can do now
- Familiarize yourself with the returns process and check out the how-to videos listed below
- Customize your return preferences after we announce the new features are available in mid-September.
- Whenever possible, offer a return policy that will attract more shoppers to your listings and close more sales.
- By the end of September, all sellers will have access to most of the new customization features. You should plan to update your return settings in preparation for holiday selling.
Frequently asked questions
Select multiple topics below to narrow your search.
General
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Is offering returns still optional for sellers?
Yes, offering a return policy will remain an option for all sellers. You can offer returns on any item through your item listing’s return policy. When you do accept returns, be sure to customize your return preferences and return policy to fit your business needs.
Starting in May, 2016, as part of the updates to seller standards, listings from Top Rated sellers must offer a 30-day money-back return policy to qualify for the Top Rate Plus discount and seal. The same day or one day handling requirement still applies.
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Do I have to automate my returns process?
No, you are not required to automate your returns. Starting in mid-September, you will have the option to customize and automate your return process so you can handle most returns quickly and easily. Your current returns process, and your buyers’ return experience, will not change unless you take the action to update or customize it further.
You can create new basic rules, or update existing rules, through your return preferences in My eBay. You can also handle some or all returns manually by not checking any rules.
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What features are available to me starting in mid-September?
All sellers will now have access to the same, flexible options, as shown below.
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Did eBay discontinue hassle-free returns?
Starting this fall, sellers will no longer see the term “hassle-free returns” while processing a return, and there will no longer be a need to opt-in or opt-out of the hassle free returns program. All sellers will be able to offer a streamlined, more flexible returns experience similar to hassle-free returns by using the basic and advanced rules found in your returns preferences.
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I use hassle-free returns. What will be changing for me?
eBay will not change your existing policy or preferences. Starting this fall, you'll notice that hassle-free returns is no longer used when processing a return and your items will show your return policy instead of the term "hassle-free returns". You’ll continue to enjoy the same experience and benefits as before—plus many new, more flexible options for handling different types of domestic return requests, an improved standards policy which eliminates defects based solely on the buyer’s reason for requesting a return, an easier way to handle restocking fees, and the ability to use your own carrier labels when you manually approve return requests. You will no longer be required to opt-in or out of hassle-free returns to benefit from the new or existing features.
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I offer returns, but wasn’t opted-in to hassle-free returns. What is changing for me?
eBay will not change your existing policy or preferences. You’ll have the option to completely customize the way you want to handle different types of domestic return requests—including whether you want to continue to handle every return manually or automate some or all parts of the returns process—according to your needs. You’ll also be able to use Return Merchandise Authorization (RMA) numbers, benefit from an easier, more structured way to handle restocking fees and enjoy a more generous standards policy which won’t count defects based solely on the buyer’s reason for requesting a return.
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I don’t offer returns on my items—how does this impact me?
While eBay encourages sellers to offer great buying and return experiences for online shoppers to achieve a competitive advantage, you may choose not to offer a return policy on your items. This option has not changed. When you do not offer a return policy, the eBay Money Back Guarantee applies and your seller standard may be affected. You'll be required to pay for return shipping when the buyer chooses the following reasons:
- It doesn’t work or it’s defective
- It doesn’t match description or photos
- The wrong item was sent
- There are missing parts or accessories
- It arrived damaged
- The item doesn’t seem authentic
Starting in February 2016, sellers will only receive a returns-related defect if eBay has to step in to resolve a returns issue, and the resolution is in favor of the buyer. In other words, the buyer’s reason for returning an item will no longer count as a defect as long as you successfully resolve a return request with the buyer without asking eBay for help.
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Can I communicate with a buyer after they’ve requested a return?
Yes, you can communicate with buyers by sending a message at any time following a return request notification. Additionally, all sellers may now customize their return preferences to:
- Communicate with buyers after each return request
- Communicate only after certain types of return requests
- Eliminate buyer communication altogether by automatically accepting all domestic return requests, auto-delivering an eBay return label, and refunding the buyer.
The level of customization you choose is completely up to you.
Choose “send a message” if you’d like to communicate with the buyer before accepting or processing a return.
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If I receive a return request and want to send a message to the buyer using the option in the returns flow, will this automatically process the return?
No. If you have not created a rule to automatically approve your return request for this item, sending a message to the buyer does not mean that you are accepting a return request. In fact, unless you’ve set a custom rule to automatically accept returns, a return request is not approved until you “accept a return.”
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Do I now need to approve a return request or is it automatically approved?
If you were using hassle-free returns and were previously approving return requests automatically, eBay will not change your current experience in September. Your return requests will continue to be automatically approved unless you change your preferences.
If you were not using hassle-free returns, all return requests will continue to be handled manually, unless you update your return preferences and add custom rules.
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My buyer wants me to handle a return outside of the eBay process. What should I do?
Always inform buyers to go to their purchased items in My eBay and use the “request a return” feature. This way, buyers can view and track the status of the return request from start to finish. Additionally, the entire return transaction can be reviewed by eBay in case of an issue where you may need us to step in and help.
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Do I have to pay for return shipping when I offer returns?
To attract more buyers, you should consider offering free return shipping on your items. However, eBay only requires sellers to pay for return shipping when the buyer requests a return and reason for one of the following reasons which are considered “not as described”:
- It doesn’t work or is defective
- It doesn’t match description or photos
- The wrong item was sent
- There are missing parts or accessories
- It arrived damaged
- The item doesn’t seem authentic
Reason for Return Responsibility for return shipping Doesn’t fit (for example: clothing) Per Seller’s return policy Changed mind Per Seller’s return policy Found a better price Per Seller’s return policy Just didn’t like it New Per Seller’s return policy Ordered by mistake New Per Seller’s return policy Doesn’t work or defective* Seller Doesn’t match description or photos* Seller Wrong item sent* New Seller Missing parts or accessories* Seller Arrived damaged* Seller Doesn’t seem authentic* Seller *Considered a not-as-described reason for return. In this case, sellers are required to pay for return shipping
Customizing return preferences
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How do I find out more about what automations are best for my selling style/business?
For many sellers, setting up basic return rules for price and return reason are usually sufficient to manage returns requests. You may want to consider any exceptions you have when managing returns in your current returns process and how automation can help expedite the returns process for you and your buyer.
Consider these examples:- Create a refund rule to automatically issue a refund and allow the buyer to keep the item —this is great for inexpensive items when paying for return shipping may cost more than the item’s original value.
- Save time and effort needed to manually approve a return request where the buyer pays for return shipping.
- If you have multiple warehouses where you process returns, create a rule to automatically route different items to specific locations.
See best practices for more helpful hints.
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What are basic return rules?
Basic return rules let you choose when you want to automatically approve certain return requests, issue a refund, and automatically send the buyer a return shipping label. You can also choose when to automatically issue a refund and inform the buyer to keep the item (if you don’t want it back). For example, when an item was broken in shipping.
Basic rule options available inside your returns preferences.
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What are advanced return rules?
Some sellers may want to go beyond the basic return and refund rules and further customize how they want to handle certain types of returns by setting advanced rules. Advanced rules include options to make rules for handling returns within certain categories or lists and the condition of the item.
For example, advanced rules could be useful for sellers who want to handle returns for clearance items differently from how they handle full price items. Or, new items versus used items.
Advanced rules: Choose “create your own rule” to further customize how you handle return requests for different types of items.
Next, choose the criteria and click “save and turn on”. You’re finished! You can update and modify your custom rules anytime inside your returns preferences.
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Where do I locate and set my return preferences and policies?
You can set up your return preferences at My eBay > Site Preferences > Return Preferences. Your return policies can be set up when you create or edit your listing. Here’s how it works:
Setting
‘I want to add/edit
________in my returns’Return Policy Location
Click “Review Return Policy”
when creating or
updating a listingReturn Preferences
Go to My eBay>
site preferences >
return preferences to set rulesWho pays for return shipping
Return PolicyClick “Review Return Policy” when creating or updating a listing
Add Replacement options
Return PolicyClick “Review Return Policy” when creating or updating a listing
Automatically approve a return (used with eBay labels)
Return PreferencesGo to My eBay> site preferences > return preferences to set rules
Automatically send a refund and tell buyer to keep the item
Return PreferencesGo to My eBay> site preferences > return preferences to set rules
Use of RMA#
Return PreferencesGo to My eBay> site preferences > return preferences to set rules
Add Restocking fees
Return PolicyClick “Review Return Policy” when creating or updating a listing
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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.
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What if I sell fragile items often broken in shipping that I don’t want returned, but I want to refund the buyer?
If you manually approve individual return requests, you can communicate with the buyer and instruct them to keep the item while you issue a refund. Alternatively, you can customize your return preferences to automatically refund and instruct the buyer to keep the item when they've indicated the reason for return is that it was broken in shipping. This expedites the refund for the buyer and allows you to avoid paying for return shipping for a broken item.
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Can I create a rule that applies only to a single item?
Yes, you can create and manage the automation rules in your returns preferences for a single item, a custom list of items, or by item condition or category using advanced settings.
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Can I have multiple return rules for different categories of items I list?
Yes, you may customize up to 500 different combinations of rules in your returns preferences based on many different factors, including how to handle returns of items in different categories, item conditions, price and more. For example, you may want to route smartphone returns to one address, but route televisions to another address. Or, you may want to automatically provide a refund and allow the buyer to keep items where the cost of return shipping greatly impacts your profit margin. You may customize as much, or as little, as you like.
Using return shipping labels
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Can I use my own label if my preferences are set to automatically approve return requests and 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.
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In hassle-free returns, I had to use an eBay USPS label for return shipping. Is this still true?
Starting in September, all sellers can decide which carrier to use for return shipping labels. If you have been using hassle-free returns, your automated preferences will reflect the hassle-free settings—eBay label. To change from an eBay label to another carrier’s label, set your return preferences to manually handle return requests by un-checking the auto approve and auto refund checkboxes. You can set up advanced rules to manually approve some returns so you can use your own label while automating other returns and using the eBay label. It’s up to you.
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How do I know the cost of a return shipping label provided by eBay?
If a seller is required to pay for return shipping, the cost of the return-shipping label will be displayed when you select a shipping label so you can decide whether to use an eBay shipping label or provide your own label. Remember if you’ve used an eBay label for the outbound shipping, the cost of the return shipping label will never exceed the original outbound shipping cost.
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Do I have to include a tracking number if I don’t use an eBay label?
You should always include tracking when you ship an item because it allows eBay to help if there is a problem with delivery. When you use an eBay label or choose the option to use your own label, tracking is automatically sent to the buyer for you. If you send the buyer a return shipping label through other methods, you or the buyer should manually input tracking information.
If you’ve sent a label outside of the eBay returns process, choose “Confirm you already sent a label” to enter tracking information.
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How quickly should I send the buyer a return shipping label when I’m manually approving a return?
Ideally you would expedite the return by customizing your preferences to automatically approve a return—which immediately sends an eBay return shipping label and tracking information to the buyer. However, if you're manually handling a return request, you need to send a return shipping label to the buyer within 3 days of the request to avoid a buyer escalating an issue to eBay.
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What happens if there is no available tracking, the buyer claims he shipped the item back—but I never received it?
Because eBay is not able to help sellers locate or recoup items that do not contain tracking through the eBay return process, we strongly recommend you use trackable shipping through the eBay returns flow process to help protect you in case of a delivery issue. If you cannot find resolution directly with the buyer, you can always ask eBay to step in and help.
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Can I send a return shipping label and tracking information using a third-party API?
Yes, most APIs now have this functionality for both eBay labels and alternative carriers.
Using return merchandise authorization numbers
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When should I use Return Merchandise Authorization (RMA) numbers?
Many large businesses use RMAs as part of their business operations to track and process large volumes of returns. We do not recommend using RMAs unless your business requires it.
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How do I add RMA numbers?
First, click the RMA box that appears in your return preferences to tell eBay that you need to include an RMA on your return shipping labels. Then, after you’ve received a return request, you’ll be prompted to add your RMA number when you create a return shipping label. When the buyer prints your label, the RMA number will appear on the label.
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Can I use RMAs when I’ve automated some of my preferences?
No. You can only use RMAs in cases where you’re manually approving the returns, as RMA numbers are unique to the item and usually issued on a case-by-case basis.
Replacements and Restocking Fees
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What is a replacement?
A replacement can be offered to buyers who would rather get a replacement item instead of a return when there’s a problem with the original. Replacements are defined as exchanging one item for the same item (same item/size/color/UPC, etc.). For example, a size Medium, blue blouse arrives with a small flaw. When you offer a replacement option in your policy, the buyer has the option to request the replacement Medium, blue blouse be shipped instead of a refund.
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Who should offer replacements?
Sellers who have multiples of the same items for sale can offer replacements. Some conditions apply. Learn more.
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How does a buyer initiate a replacement?
The buyer initiates a replacement by choosing the appropriate topic from the More Actions drop-down menu next to the transaction in their purchased items summary.
If you offer replacements, the buyer will also have the option for buyers to choose either a refund or a replacement. If you don't offer replacements, the buyer only sees the refund option.
Buyers provide details about the return request and select if they want a refund or a replacement.
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What happens if I am out of stock of an item and the buyer wants a replacement?
If you sell multiple identical items in a single, fixed-price listing format with Good ‘Til Cancelled as the listing duration, you can select the out-of-stock option in My eBay > Site Preferences to help manage the visibility of your listing. If you offer replacements and the buyer requests a replacement for an item that is out of stock but still visible, simply offer the seller a refund instead. You won’t receive a defect for the request.
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How do I handle buyer requests for exchanges?
Exchanges (when one item is returned in exchange for a different item) are currently not handled through the eBay returns process. If you would like to offer an exchange instead of a return or replacement, use the “communicate with the buyer” feature, which allows the communication to be visible to eBay in case of a problem. Some sellers who don't want to manually handle an exchange will ask the buyer to return the item and give a refund through the normal eBay process and request that the buyer re-order the new item.
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What’s changing with restocking fees in October?
Starting in late October, restocking fees will be offered to all sellers inside a structured pull-down menu located in your return policy. When you select the restocking fee, it will show on your item page, and be automatically deducted from the refund when the buyer chooses the following return reasons:
- Doesn’t fit
- Changed Mind
- Found a better price
- Just didn't like it
- Ordered by mistake
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What do I need to do to have a restocking fee automatically deducted from the buyer’s refund?
Starting in late October, you’ll be able to add restocking fees using a new pull down menu found in your return policy when creating a new listing or updating an existing listing. You should no longer use the ‘free-form’ field for restocking fees after the pull-down list becomes available.
If you have Good ‘Til Cancelled listings with restocking fees, you’ll need to edit your listings using the eBay Bulk Editing and Relist Tool to benefit from the automatic refund deduction.
Updates to standards and protections
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When will a return no longer result in a defect?
Starting in February 2016, sellers will only receive a returns-related defect if eBay has to help resolve a returns issue, and the resolution is in favor of the buyer. The buyer’s reason for returning an item will no longer count as a defect as long as you successfully resolve a return request with the buyer without asking eBay for help.
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When should I ask eBay to help after the sale?
Always try to work out all issues with your buyer. If you cannot resolve the issue, ask eBay to step in and help. If eBay finds on behalf of the buyer, you could receive a defect.
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What happens if I can’t resolve an issue with my buyer but they don’t ask eBay for help?
As long as neither you nor your buyer asks eBay to intervene, the return will time out after 30 days and there will be no impact to your seller standing.
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How will the new “report a problem with the buyer” feature work?
Starting in mid-September, if you want to resolve an issue with your buyer during a return—but you feel a buyer is taking advantage of your return policy—you have the additional option to anonymously report the buyer to eBay. eBay will begin to use this data to help identify bad buying behavior across our marketplace while enabling eBay to help protect sellers against buyers who repeatedly misuse the eBay marketplace. To report a problem with the buyer, simply click on the "report a problem with a buyer" link provided when your return is closed. Choose the description that matches your situation then click "submit".
Click “Need to report a problem with the buyer” when you want to inform eBay of misuse after you’ve resolved the return request with the buyer.
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What is the difference between asking eBay for help and reporting a buyer?
You should ask eBay for help only if you can not resolve an issue without eBay’s assistance, as it could result in a defect if eBay resolves the issue on behalf of the buyer.
Alternatively, reporting a problem with a buyer lets eBay know that you’ve successfully resolved an issue with the buyer without assistance, yet you feel the buyer has misused the process. By clicking on “Need to report a problem with the buyer”, you privately alert eBay to the situation without any consequence to your seller standing. When you let us know about it problem, it allows us to continually grow our database and helps us maintain a safe, trusted marketplace for all sellers to do business.
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How do the new return reason codes help protect me?
To help prevent sellers from paying return shipping costs, eBay has updated the return reason codes to better communicate the buyer’s reason for returning the item. For example, prior to this change a buyer might have chosen “item didn’t match the listing” as a reason when they just didn’t like it after it was delivered. While we know that a buyer may still choose the wrong reason for return we believe the updated descriptions allow more relevant options for buyers to choose the correct reason—which may allow you to reduce the instances where you’re required to pay for return shipping cost.
Reason for Return Responsibility for return shipping Doesn’t fit (for example: clothing) Per Seller’s return policy Changed mind Per Seller’s return policy Found a better price Per Seller’s return policy Just didn’t like it New Per Seller’s return policy Ordered by mistake New Per Seller’s return policy Doesn’t work or defective* Seller Doesn’t match description or photos* Seller Wrong item sent* New Seller Missing parts or accessories* Seller Arrived damaged* Seller Doesn’t seem authentic* Seller *Considered a not-as-described reason for return. In this case, sellers are required to pay for return shipping
Connect and learn more
eBay Radio
Tune in to a special Seller Update live broadcast of eBay Radio, Tuesday September 15, 11:00 am – 2:00 pm PDT, to hear Griff discuss these changes and get your questions answered by eBay experts.
Discussion boards
Join a special Community discussion board and chat about these changes with eBay staff or other sellers.