Getting started with returns

Once you've started selling on eBay, you need to be prepared for returns. Based on your return policy and return preferences, eBay may automatically accept a return for you. To avoid that, we wrote the following guide for you on how to deal with an easy, no-issue return process.

1. Creating your return policy
2. Saving your default return address
3. Set your return preferences

See below for a step-by-step guide on how to set this up.

Please note some links require you to be logged in to your eBay store to be accessed.

1. Creating your Return policy

We recommend setting 30 days return policy for domestic sales, with free returns.

If you're also selling internationally, we recommend 30 days still but the buyer will be responsible for shipping.

*We do not recommend checking the replacement option. If the buyer requests a replacement upon return, we recommend placing a new order.

Tip: You can also select 60 days, free returns to attract more buyers, but be aware that most suppliers only accept returns up to 30 days. Most buyers return the items within a few days from delivery, however, there's still a chance you may end up covering the cost of an item if requested outside the supplier's return window.

2. Saving your default return address

One of the common issues sellers deal with is buyers returning products on their own and most likely to the wrong address (if you don't have a saved return address, it will be returned to your registered one).

To avoid this issue, make sure your default return address is an Amazon returns center address like:

1850 Mercer Rd, Lexington, KY 40511-1013

You can change and save the address as default.

Tip: the default return address should be a return center of your most-used supplier.

You can find these addresses in the return labels provided.

3. Set your return preferences

As a seller, you can create rules in your Return Preferences, that can improve efficiency.

One thing that must be enabled here is the RMA number.

If not enabled, eBay will automatically approve some returns for you.

How to handle a return request

Now that your return settings and preferences were saved, you're ready for any return requests, but what do you once you receive one?

If you've set up the return policy as recommended, you can choose whether to accept a return if the buyer changed their mind. However, if the item arrives damaged, not as described, or received the wrong item, your buyer is allowed to return the item at all times.

You can find all your return requests in the Resolution Center or Returns Dashboard.

You'll see in the request, the buyer's reason for return, the date you need to respond by, and any additional comments or photos your buyer may have provided.

Responding to a return request

The options for responding are based on the reason for return and your return policy.

• the buyer received the wrong item, it arrived damaged, or it's not as described
• the buyer changed their mind

Based on these 2 options you'll either have to provide a return label or just confirm the return address and RMA number.

To accept the return:

1. Go to Returns Dashboard
2. Select view returns details
3. Select Accept return and continue
4. If you're responsible for shipping, upload your label
5. If the buyer is responsible, confirm your return address and RMA from the dropdown menu
6. Confirm

Note: eBay gives you 3 business days to accept and provide a label to your buyer when required and 1 business day to confirm the return address and RMA.

Tracking your return

If you provide labels to your buyer, you can keep track of them by adding them to a list with the tracking number on the label and checking them periodically. If you have returns shipped by the buyers alone, message them asking for the tracking number used.

Returns without a proof of shipment will automatically close. Once confirmed as returned, you have 2 business days to issue a refund.

To issue a refund:

1. View return details

2. select give a full refund and continue

3.  Refund the buyer 

4. The return request will close

eBay may be asked to step in by the buyers if they returned the item and you have not yet issued a refund.

To avoid a defect on your account or have a chance in appealing their refund decision, make sure you do the following:

• provide a label to your buyer
• keep communication open during the return. We recommend sending a message with return instructions and the label attached whenever you accept a return.
• refund your buyers on time
• ask your buyers for proof of return if needed so eBay can see you tried your best to resolve the issue.

How to keep returns to a minimum

Returns cannot be avoided when selling online but you can avoid a high number of returns.

• Make sure your product's title and description are accurate. Once a buyer has reported an issue with an item, make sure to either edit the product accordingly or end the listing
• List items with high reviews only
• To keep communication open with your buyers. Most are willing to keep the items for a small discount ( if your profit allows it ).