Manage returns, missing items and refunds for sellers

If a customer has a problem with their order, or if they change their mind about a purchase, they'll get in touch with you and ask for help. Once the buyer tells you there's a problem, you have 3 business days to resolve it.

If an item went missing and never arrived, you'll either need to provide additional tracking information from one of our integrated carriers, or offer a resolution such as a replacement or refund. If the buyer got their item but it's faulty, damaged, or doesn't match the listing description, you need to work with them to resolve their issue – you'll also have to cover the return postage costs. If they changed their mind, how you can respond (and who pays for return postage) will depend on your return policy.

1. What to do if a buyer has an issue
2. If you weren't able to resolve the buyer's issue, ask eBay to step in
3. Tips for avoiding issues with buyers

What to do if a buyer has an issue

If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information from an integrated carrier showing it was delivered by the expected delivery date.

If a buyer opens a cancellation request with you, you have 3 days to approve or decline it. If you approve it and the buyer has already paid for the item, you have 10 business days to issue a refund. If you don't refund the buyer within 10 days, they can file a claim through eBay Money Back Guarantee.

If the buyer wants to return an item to you, your options for responding depend on why they want to send it back. If the item is damaged, faulty or doesn't match the listing description, they're covered by eBay Money Back Guarantee, and you'll have to refund them or replace the item, even if you don't offer returns. If the buyer changed their mind, your options depend on your return policy. We may automatically accept a return request on your behalf if it falls within your return policy or the terms of the eBay Money Back Guarantee policy.

If you accept a return from the buyer, they need to send the item back to you before you issue a refund or send out a replacement. If the buyer is sending an item back because it doesn't match the listing description or it arrived damaged or faulty, you're responsible for the cost of return postage, even if you don't offer returns. If they simply changed their mind or ordered the wrong item, who pays for return postage is determined by your return policy.

You can offer buyers full or partial refunds up to 90 days after the original transaction date. If there's an open cancellation or return request, eBay Money Back Guarantee claim, or payment dispute made outside of eBay against an order, the Send refund option won't be available. Instead, you'll have the option to send a refund when you respond to the request or dispute. Learn how to issue a refund, and how refunds are funded when you offer a refund or when eBay issues a refund to a buyer on your behalf.

In some situations, a buyer may ask their financial institution to open a payment dispute if they believe there's an issue with their order. Learn how to handle a payment dispute on an eBay transaction.

If you weren't able to resolve the buyer's issue, ask eBay to step in

If you and the buyer haven't been able to come to an agreement after 3 business days, you can ask us to step in and resolve the issue. We'll assess all the information and come to a decision. It's important to remember that if you ask us to step in and we decide the case in the buyer's favour, it can count against your seller performance – so you should only ask us for help when you've exhausted all other options.

If you disagree with our decision after we've been asked to step in, you can ask us to take another look for up to 30 days after the case has been closed. To request an appeal, you'll have to provide additional details for us to take into consideration, such as photographs showing there's nothing wrong with the item. We'll review your new information, and get back to you with our final decision, usually within 48 hours.

Tips for avoiding issues with buyers

When you sell on eBay, you need to state whether you accept returns or not, and if so, under what conditions. Whatever you decide your policy is, it needs to be clearly specified in your listings. You can also set up rules to automatically accept returns or issue immediate refunds. Handling some returns automatically can not only save you time, but also means your customer gets their request sorted out straight away.

To avoid problems in the future, our article has best practices for creating listings and tips on how to pack and send items, as well as how you should communicate with buyers.

We recommend you send items as quickly as possible and upload the tracking to eBay within your stated handling time. Buyers are more confident their orders will arrive when they receive regular delivery updates, and are less likely to file "Item not received" requests. It also helps you get faster access to your payments. For items over $750, signature confirmation is also required.