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 a 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, 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 the 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. 

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

Tip
When listing an item, it's important to include your return address. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address.

How to start resolving a return request

Choose the item above to start resolving a return. You can also open your Returns dashboard and select View return details from beside the case.

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.

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 upload your own label

To provide your own label:

1. Go to your preferred carrier's website and purchase a label.
2. Save the label to your desktop or mobile device.
3. Open the return from Seller Hub.
4. Select Upload your own label and then the upload image icon. 
5. Attach the label from your desktop or mobile device.
6. Select your carrier and enter the tracking number.

How to accept a return when the buyer changed their mind about a purchase

To accept a return:

1. Select Accept the return and then continue.
2. If you're responsible for the postage, choose how you'll arrange for the item to be returned.
3. If the buyer is responsible, choose your return address from the dropdown menu.
4. Enter a Return Merchandise Authorization number, if you use them.
5. Select Confirm.

We'll then ask the buyer to post the item back to you within 10 business days.

How to give a full refund

To give a full refund:

1. Go to your Returns dashboard.
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.

How to offer a partial refund

To offer a partial refund:

1. Go to your Returns dashboard.
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.

To decline a return:

1. Go to your Returns dashboard.
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 will not 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.
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 returns 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 accept their refund request and give them the refund within 2 business days. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. If you don't refund to the buyer within 2 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 untick the Relist item box when accepting the refund request.
• 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 giving the refund. Eligible sellers may be able to deduct an amount from the refund if an item is returned used or damaged.

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.

Keep in mind that you're not eligible for 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, altered or damaged. Sellers may not use this protection to recoup market losses on items returned in the same condition or recoup return postage and/or restocking costs.

Get help from eBay

We know that our sellers 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 asked to step in and help, we may ask the buyer to return the item to you if any of the following apply:

• We can't determine that the item received by the buyer matches the listing description
• You offer returns and your stated return window applies
• You already offered to accept a return

If we step in at any stage and the item is returned used or damaged, you'll no longer be able to deduct an amount from the buyer's refund to cover the loss in value.

Learn more about asking eBay for help.