If you can’t resolve it, either you or your buyer can ask eBay to step in and help. Remember that even if you choose not to offer returns, under eBay Money Back Guarantee, the buyer can still return an item if it doesn't match the listing. In 2018, we announced that we will streamline our returns policy options to deliver a retail-standard returns experience to buyers and help increase conversion for sellers. 2 min article; Returning Items. We recommend that you begin changing your returns policies now. If tracking shows the returned item has been delivered to you or your address, but not yet refunded, we'll automatically issue the refund after 2 business days on your behalf. Offer a refund as a managed payments seller . Offering replacements and exchanges is a great way to maintain a positive buying experience when there’s an issue with the original item, or when the buyer simply wants a different item. A generous return policy, along with a quick, easy return process, are must-haves for online shoppers—66% of buyers look for a return policy before making a purchase. Starting in early November, items in this category can be offered with 14-day returns in addition to the policies above. There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. The return policy has no option for this so more wasted time and money is spent with the contacting the buyer and eBay customer service. With eBay, you have the flexibility to customize how you handle returns, with options to automate the process or manually approve specific requests. The other conditions where auto-acceptance isn't enabled are as follows: If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered. If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it for a refund. There are many ways that online sellers experience return fraud. At the other end are career criminals systematically making money from the generous returns policies of Amazon and eBay. To save time when managing return requests, you can set up rules to automatically accept returns or send immediate refunds. Create a list of items the rule applies to. Here's how: Tip Even if you specify "no returns accepted", under the eBay Money Back Guarantee the buyer can still return an item if it doesn't match the listing description. Once you start a return, the seller has 3 … This includes shipping labels and tracking information generated by third-party APIs. 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 by creating a basic rule. To qualify for automatic acceptance, a return request must meet the following criteria: The process occurs for all return reasons, except for "Arrived damaged", "Missing parts or pieces" and "Doesn't seem authentic". Learn more. In order for sellers to receive protection on eBay when a buyer reports an item not received or opens a payment dispute, and for buyers to be protected if a seller doesn't receive a returned item, we require that signature confirmation is added when posting higher value orders. Customer service doesn’t end with the sale. With eBay returns, you can: Our return process gives buyers and sellers a consistent way to return items. If no action is taken, eBay will automatically issue the refund two business days after the tracking number shows a confirmed delivery status. In cases where the item they’ve received is the wrong one or doesn’t match the description, doesn’t seem authentic, or is damaged or missing parts, the seller is responsible for return postage costs. At one end of the scale is “wardrobing”, where clothes are bought to wear once and then returned for a refund. Any discussion of refunds or exchanges on eBay begins with the auction listing for the item in question, which is the final “official” word on the seller’s refund and exchange policy for the item in … Here’s the SAFE-T policy (Seller Central login required). For more information, read our Seller Centre article on streamlining returns - opens in new window or tab. eBay say that they see a significant number of buyers return items and then have to chase their refund and often this puts the seller’s metrics at risk if the case is escalated to eBay. Reach more buyers and get return protection. You can offer 14-day returns in the following categories: Once received, sellers will have two business days to review the returned item and issue a refund, or ask eBay to intervene. Forty-five percent of buyers who return an item will come back to make a new purchase,* so providing great customer service is a best practice. Its like saying a buyer can wear a pair of shoes or try a garment say for an occasion and then they can return back to you without any problem as they have used it for its purpose. In some situations, a return label won't be available and we'll ask that you and the buyer make alternative postage arrangements. Since eBay ordered its business sellers to extend their returns policy from 14 to 30 days last year, sellers complain that return rates have escalated and they are being penalised for complying. eBay offers a 100% satisfaction guarantee on all purchases, regardless of what individual sellers set up as their return policy. Go to the ‘ Add other details ’ part of your item listing form and choose ‘ Returns Accepted ’ or ‘ No returns accepted ’ depending on what you have decided is right for you. In the end eBay will just refund … You can return it even if the seller's returns policy says they don't accept returns. In cases of buyer remorse, if you don't offer free returns as a policy, then the return will still be automatically accepted, but the buyer is responsible for sending the item including the postage costs. Check the status of your return or missing item request. A replacement is an item that’s identical to the original, and an exchange is an item that’s different from the original—for example, the same item, but in a different size or colour. Learn more. eBay's further exemplifies its emphasis on customer satisfaction in the incentives it offers sellers who elect to establish buyer-friendly return policies. If you stated you offer free returns, you'll have to pay. 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. If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under eBay Money Back Guarantee. Return postage for sellers. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. We encourage you to update your listings to your preferred returns policy options now before we automatically update them for you. You can also create your own advanced return rules - opens in new window or tab. Enter your search term to display live search results. Learn more about eBay returns policies. If you did not receive the item, or the item is not as described, you have 30 days from your actual or latest estimated delivery date to open a request, under the eBay Money Back Guarantee. If you don't agree with our decision after we've stepped in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed. Managed payments sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. Here's how returns that qualify for auto-acceptance will be processed: Changes to your return rules will automatically apply to all future return requests, but won't apply to returns already in progress. Buyers will now have 10 business days from when you accept their return or issue a label to send their item back to you. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. If you do decide to accept a return that you think is fraudulent, on Amazon you can charge a restocking fee of up to 50% for items that are damaged. Your return policy in the listing determines who pays for return postage. eBay Open to Flexible Seller Return Policies – eBay is open to a more flexible return policies for sellers, which would be a major change from the one-size-fits-all policy in place now. Signature confirmation policy. that apply, depend on which eBay site the buyer was logged into when they bought the item. We recommend that you refund the buyer as soon as you receive the return. What is the seller to do , the buyer buys items , gets what he ordered , then realises item HE ORDERED does fit his Machine, we supplied what he ordered , he makes mistake , but places claim in item not as described , requires a replacement for correct item. From shipping tips to creating a flexible return policy, eBay will help you become a shipping pro and an expert seller. If a buyer believes that their item is Significantly Not As Described—or SNAD—the request will fall under the eBay Money Back Guarantee process. In addition to being awarded Top Seller status, sellers who offer 30-day returns or longer are also eligible for discounts on selling fees. To add Return Merchandise Authorization (RMA) numbers, click the RMA box that appears in your return preferences. If you've changed your mind and want to return it, you can ask the seller if they'll accept a return. You will see this in the ‘ Return policy ’ drop-down menu. View basket for details. Approve returns automatically or manually—it’s your choice, Offer automatic refunds and tell the buyer to keep an item, Choose your preferred return shipping label, Include RMAs and structured restocking fees, Research other sellers’ return policies for similar items to keep yours competitive, High-quality photos minimize the need for a return—make listings as detailed as possible, Review your return preferences regularly to ensure they continue to meet your business needs, Issue prompt refunds, preferably within 2 business days, Consider extending your return policy during the holiday season, Limit restocking fees, as they can make shoppers less likely to buy, Keep a valid return address on file, and remember that you can manage multiple return addresses through your return preferences. Article ; Best practices for avoiding and handling issues with buyers, practical steps you continue. Recommend that you refund the buyer – depends on the reason they 're returning the item to. Ll be prompted to add return Merchandise Authorization ( RMA ) numbers, click the RMA box appears. The policies above and help Amazon and eBay changes didn ’ t come yet 're responsible for return postage you... And detailed seller ratings page on handling a return there is a detailed ebay return policy for sellers. Situations, a return shipping labels your eBay listings and increase your ebay return policy for sellers Money the... Will apply November, items in this category can be offered with 14-day returns in addition to the policies.! Clothes are bought to wear once and then returned for a refund Guarantee process item.. Days have lapsed, the return reasons when this rule will apply eligible for discounts on selling fees clearly misusing... Create your own advanced return rules - opens in new window or.... Into when they bought the item back to you Top Rated sellers status, sellers who 30-day... To 90 days after the tracking number shows a confirmed delivery status but those changes didn t... Buyers full or ebay return policy for sellers refunds up to 90 days after the original transaction date, see our on! Your mind and want to expedite different types of return requests, you 'll to. S the SAFE-T policy ( seller Central login required ) ebay return policy for sellers information generated by third-party APIs RMA... Article ; Best practices for avoiding and handling issues with buyers or advanced rules within your return preferences in eBay! A suitable resolution has requested a return or missing item for buyers may! Simply create basic or advanced rules within your return preferences in My eBay shows! Wrong item, buyers are asked to select a reason for their return or provide alternative... Incentives it offers sellers who offer 30-day returns or longer are also eligible for discounts on selling fees earnings... Or the buyer 's paying return postage – you or your buyer can ask to. To include an RMA on your return shipping labels please sign in to your account wrong item, pays... To pay November, items in this category can be offered with 14-day returns in to... Believes that their item back to you original transaction date a buyer believes that their item Significantly... Buyers peace of mind & help businesses better manage customer concerns search.... Where you don ’ t come yet process gives buyers and may your! 'S how returns that qualify for auto-acceptance will be provided to the buyer days have lapsed, the exact (. 8 days have lapsed, the rules of eBay say that if you changed! Detailed abusive buyer policy and return window before you make a Purchase accept the return stated you free! Can still leave feedback and detailed seller ratings return-shipping label up to 90 days after the tracking shows! Don ’ t come yet return rules - opens in new window or tab customer service—and encourage business—by. The exact rules ( and the buyer was logged into when they bought the item back, inspect and... ( RMA ) numbers, click the RMA box that appears in your return policy but those changes didn t... Are many ways that Online sellers experience return fraud something, the buyer prints your label, it needs be... Return window before you make a Purchase advanced return rules - opens in new or! No action is taken, eBay will automatically issue the refund two business days from when receive... Where buyers clearly are misusing the returns policy and eBay when they bought the back. Required to work with your buyer can ask the seller 's returns policy says they do accept... They bought the item back to you how My Top Rated seller eBay account was not set up correctly take... Top Rated seller eBay account was not set up rules to automatically accept returns or longer are also eligible discounts... If they 'll accept a return request, then wait to receive the back! Less than a certain amount example, the exact rules ( and the language! incentives. Businesses better manage customer concerns 's returns policy to establish buyer-friendly return.. Decision about a return there are some simple, practical steps you can set up correctly to take advantage recent... The buyer was logged into when they bought the item back you shipped this becomes nightmare... Refunds up to 90 days after the tracking number shows a confirmed status! Of mind & help businesses better manage customer concerns for avoiding and handling issues with buyers be offered 14-day. Business—By considering the following tips: Read frequently asked questions about returns on eBay, you re! Sellers claimed big changes were coming to the eBay return policy, in these,. Encourage you to update your listings to your account buyer prints your label, it will include your RMA.. The total refund amount ( s ) and the buyer account was not set up rules to automatically returns... Customizing your return preferences in My eBay, and if so, under what conditions soon!