Buyers can initiate a return request for one of two reasons: either they don't believe they got what they ordered ("significantly not as described return"), or they've changed their mind about the item ("remorse return").
If a buyer wants to return an item because they've changed their mind, you can decide whether to accept or decline their request provided you follow the returns policy stated in your listing.
The best approach is always to work with your buyer to find a suitable resolution that you're both happy with as they would more likely shop with you again and recommend you if they have a good shopping experience. Buyers can still leave Feedback and detailed seller ratings, so providing great customer service is always important and best practice.
If a buyer believes they didn't get what they ordered, the request will fall under the eBay Money Back Guarantee process. Regardless of your return policy, you are required to work with your buyer to find a suitable resolution. If you can’t resolve it, either you or your buyer can ask eBay to step in and help. We'll do what we can to resolve the issue based on the information provided, including any photos of the item and the buyer's purchase history.
If eBay is asked to step in and help on the eBay Money Back Guarantee case and finds the seller responsible, it will be counted both as a transaction defect and toward your cases closed without seller resolution and may impact your seller level.
In your Returns summary in ‘My eBay’ you can see new requests, respond to buyers and check the status of a return – including when you can expect to receive the returned item and the due date for sending the buyer a refund.
We'll keep you updated each step of the way and make it easy for you to complete any actions such as issuing a refund.
Here's a snapshot of common reasons buyers give for a return and who's responsible for return costs:
|Return reason||Who pays for return postage|
|Doesn’t fit||As stated in seller’s return policy|
|Changed mind||As stated in seller’s return policy|
|Found a better price||As stated in seller’s return policy|
|Just didn’t like it||As stated in seller’s return policy|
|Ordered by mistake||As stated in seller’s return policy|
|Doesn’t work or defective||Seller|
|Doesn’t match description or photos||Seller|
|Wrong item sent||Seller|
|Missing parts or accessories||Seller|
|Doesn’t seem authentic||Seller|
When requesting a return on an item, buyers are asked to select a reason for their return. In those instances where the item they've received is the wrong one or doesn't match the description, doesn't seem authentic, or is damaged/ missing parts, the seller will be responsible for return postage costs.
Here's a closer look at the reasons buyers can give for a return and who's responsible for return costs:
Buyers can still open a request to return an item that isn't as described, and their purchase may still be eligible for eBay Money Back Guarantee. If you're a business seller you may also have obligations to your buyers under Australian Consumer Law.
We'll review the situation and if we determine that the buyer hasn't complied with your return policy or the conditions outlined in the eBay Money Back Guarantee policy, it may not count toward your transaction defect rate and percentage of cases closed without seller resolution.