2 min article
Setting up your returns policy

To save time when managing return requests, you can set up rules to automatically accept returns or send immediate refunds.

Return rules let you automate the way that you manage different parts of the return process. For example, you can create rules to:

  • Accept some returns automatically, while continuing to process others manually
  • Refund the buyer automatically and allow them to keep the item, if the return postage cost is higher than the item's cost
  • Provide different return addresses for different items

Handling some returns automatically not only saves you time, it's also great customer service, as the buyer gets their return request sorted out straight away.

Setting your returns rules

Here's how to set your returns rules:

  1. Go to your Returns preferences - opens in new window or tab
  2. Under Send a refund, you can choose to let buyers keep the item and automatically refund them if the refund amount is less than a certain amount. Simply enter the amount you're comfortable with
  3. Choose the return reasons when this rule will apply
  4. Under Approve a return, you can choose to automatically approve a return if the total refund cost is less than a certain amount. Enter an amount you're comfortable with
  5. Choose the return reasons when this rule will apply

Creating advance returns rules

You can also create your own advanced return rules - opens in new window or tab. Here's how:

  1. From the Select a rule dropdown, choose Send a refund automatically or Approve a refund automatically
  2. Fill in the total refund amount(s) and the return reasons
  3. Create a list of items the rule applies to
  4. Select the applicable selling categories
  5. Give your rule a name and then select Save and turn on

Changes to your return rules will automatically apply to all future return requests, but won't apply to returns already in progress.

To save time and give buyers a quick resolution, you can set up rules to manage some types of returns automatically.

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