Seller Centre

Create a seamless shopping experience

Our new return policy will help boost buyer confidence

What you need to know

We’ve updated our returns requirements to give your customers a smooth and reliable returns process that helps build confidence and encourages more sales.

Starting 3 November, if you ship your items from the US but you have a return address outside the US, you’ll need to provide one of the following:

  • A return address based inside the US
  • A pre-paid returns label
  • A partial or full refund without requesting the item be returned

 

If your return address is already based in the US, there’s no change for you. 

This policy only applies to items being fulfilled from an address within the US. Items shipped directly to a US customer from an address outside the US will not be impacted by this change.

Benefits for you and your buyers

Returning items internationally can be complicated for buyers and frustrating for sellers. Our updated policy is designed to make returns simpler and more transparent, helping you:

  • Boost customer satisfaction with easier returns
  • Build buyer trust with clearer tracking
  • Avoid possible confusion when items are shipped from the US

Next steps

To comply with our new policy, please make sure you either have a US primary returns address or a plan to provide a returns label for your buyers.

Check out some of the protections we have in place to support your selling experience.

FAQs

  • Do I need to comply with the new cross-border trading return policy if I post items from outside of the US?

    No. This policy only applies to forward-deployed items from an address within the US.

  • What happens if I violate the policy?

    If a buyer reports that you have violated the CBT return policy by failing to provide a US return address, a free return label or a full refund, your service metrics may be impacted.

  • Can I still communicate with buyers and use my own label under the new policy?

    Yes. If you need to communicate with buyers or upload your own label, please turn on RMA (Return Merchandise Authorisation) in the returns preference settings.