How to handle a return request as a seller

When you create a listing, you'll add a return policy, which will determine your options if the buyer wants to return an item for "change of mind" (or "remorse") reasons.

If the buyer reports that the item arrived damaged or doesn't match the listing description, or that they received the wrong item, you'll see different options for responding to the return. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no-returns policy.

When a buyer opens a return request, we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. You have 3 business days to respond to the request and resolve the buyer's issue. We've outlined your response options below. In certain cases, we may automatically accept a return request on your behalf.

If you're unable to sort things out within this time, the buyer may ask us to step in and help find a solution. In some cases, if you haven't responded to the return request, we may refund the buyer and seek reimbursement from you without requiring the buyer to return the item.

Tip
When listing an item, it's important to specify your return address. If you don't, and the buyer requests a return, the item will be returned to your registration address by default.

How to start resolving a return request

Open your Returns dashboard - opens in new window or tab and select View return details from beside the item.

You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.

Check buyer returns

Auto-accepted returns

We'll automatically accept most return requests that fall within your return policy or which fit the terms of the eBay Money Back Guarantee policy.

Returns that won't be auto-accepted include:

• "Change of mind" return requests when you don't accept returns
• Return requests where the buyer indicated 'Arrived damaged' or 'Missing parts or pieces' as the return reason
• Items where an eBay return postage label isn't available (e.g. bulky or heavy items)
• International returns

Even if a return could be auto-accepted, we won't override your return preferences - opens in new window or tab or automation rules - opens in new window or tab:

• If you have enabled the option to add an RMA (return authorisation number), we won't accept returns automatically on your behalf.
• If you have set up rules to handle returns automatically, we'll apply those first. For example, if you had chosen to let buyers keep the item and automatically refund them when the refund is less than a certain amount, that's what would happen – we wouldn't tell the buyer to return the item.

What happens when a return is auto-accepted
The buyer will be issued a return postage label via eBay, with tracking automatically uploaded to the return request once they send the item. If you're responsible for return postage, the cost will be charged to you when the package is scanned.

Once you've received the item back, you have 3 business days to review it and refund the buyer, or ask eBay to step in and help.

Tip
If a return has been auto-accepted, you can still get in touch with the buyer via the return request.

If you agree on a different solution and the buyer isn't sending the item back, they don't have to use the eBay return label. Return postage costs are only charged if the label is used.

Your options for responding to a return request

Your options for responding to a buyer's request depend on the reason they're returning the item, and the return policy you stated in your listing.

 

 

Tip
In some cases, your response options may differ. For example, you may have opted to automatically accept return requests.

How to accept a return

To accept a return:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Accept the return and then Continue.
4. If you're responsible for return postage, choose how you'll arrange for the item to be returned.
   If the buyer is responsible, choose your return address from the drop-down menu.
5. Enter a Return Merchandise Authorisation number, if you use them.
6. Select Confirm.

We'll then ask the buyer to send the item back to you.

How long does a buyer have to send the item back?

Once the return is accepted, we'll provide the buyer with a date by which they should post the item back. If we don't see any indications that the item is on its way back to you, we may close the return to protect you from negative Feedback. Returns cannot be closed at the request of a seller.

• With a return label: If an eBay return label is available or you provided a pre-paid label and uploaded tracking, we may close the return if we don't see tracking scans or signals from the buyer showing the item was sent within 15 business days of when the label was provided.
• Without a return label: On items where an eBay label isn't available (for example, because the item is bulky, or being returned overseas) and the buyer is responsible for return postage, we may close the return if we don't see tracking scans or signals showing the item was posted within 15 business days of the return being accepted. If you are responsible for arranging return postage and you don't provide a label, we may wait up to 35 business days from the date the return was accepted before closing the return.

How to issue a full refund

To issue a full refund:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Give a full refund and then Continue.
4. On the next page you'll see the refund amount. Select Refund the buyer.

Refunding original postage costs:

• For orders where the buyer paid the original postage costs:
  • If the item arrived damaged or doesn't match the listing description, you need to include the original postage costs in the refund amount
  • If the buyer changed their mind about a purchase, you're not obliged to refund the original postage costs
• For orders where you provided free postage, you'll need to refund the buyer the full amount of the item. You can't deduct the original postage cost from the refund amount

How to offer a partial refund

To offer a partial refund:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

You can only offer a partial refund once, and the buyer can choose to accept or reject your offer.

How to decline a return

You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Here's how:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Decline the return and then Continue.
4. You have the option of entering your reason for declining the request, but it won't be visible to the buyer.
5. Select Decline return.

The return request will then be closed.

How to send the buyer a message

To send the buyer a message:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Send the buyer a message and then Continue.
4. On the next page, enter your message and select Send.

How to offer a replacement or exchange

To offer a replacement or alternate item:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Send the buyer a message and then Continue.
4. On the next page, enter your offer to replace or exchange the item and select Send.

How to specify a return address

1. From My eBay, select the Account tab.
2. Select Addresses.
3. Select Add beside Return address.
4. Enter your return address and then Save.

Payment holds

When a buyer opens a return request, the funds related to the sale may be put on hold. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout.

Refunding the buyer

When you agree to give the buyer their money back, or once you receive the returned item, you'll need to issue their refund within 3 business days. To do this, simply go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. If you don't refund the buyer within 3 business days of receiving the item, we may automatically issue a refund to them on your behalf.

When you issue a refund to the buyer:

• They'll be refunded through their original payment method. In most cases, the refund takes 3 to 5 business days to process. However, depending on the payment method the buyer used, it can take up to 30 days.
• We'll automatically relist your item for you. If you don't want your item to be relisted, simply clear the Relist item or Relist item after cancellation box when issuing the refund.
• You may be eligible for fee credits if you refund the buyer on eBay without us stepping in. Learn more about fee credits.

Tip
Carefully check the returned item before issuing a refund. Eligible sellers may be able to deduct an amount from the refund if an item is returned used or damaged (see refund deduction guidelines below).

What to do if an item is returned used or damaged

Once you receive the item back, you need to refund the buyer. However, if the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value.

If the return is eligible, you'll see the option to deduct a specific amount or a percentage when you refund the buyer through the return request. Once you've sent the refund, we'll keep the return open for up to 10 days so that we can help the buyer if they ask us to step in, but because you're protected there's nothing more for you to do.

See our seller protections for full details of eligibility and how we protect you in these situations. Keep in mind that you're not eligible for any fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you'll no longer see this option if eBay steps in to help with the return.

Misuse of this protection

Sellers may only deduct an amount from the buyer's refund in order to recover lost value when an item is returned used or damaged. Sellers may not use this protection to recoup market losses on items returned in the same condition, or to recoup return postage and/or restocking costs.

See the Seller protections abuse policy for more examples of activity that we don't allow.

Get help from eBay

We know that you want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help.

If we step in to help with a return at any stage, you'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.

If an item is returned with significant damage or the wrong item is returned, we may be able to help.