Managing Your Return Requests

Starting 1 April 2020:

• We’ll change how we handle return requests that appear abandoned and ensure you’re protected from negative Feedback

Starting 1 June 2020:

• We’ll change how we handle 'item not as described’ return requests for all sellers, including international sellers

We’re Changing How we Handle Return Requests to Allow Buyers Sufficient Time to Send the Item Back

When a buyer asks to return an item we keep the request open for up to 12 business days if you've accepted the return, or up to 35 business days if you've not, to give them time to post it back to you. Starting 1 April 2020, we’ll no longer close returns early at the request of a seller. Instead return requests will be closed automatically by eBay once we’ve determined that the buyer won’t be returning the item. If we don’t receive proof of return postage from your buyer, we’ll protect you by automatically removing any negative or neutral Feedback left for that transaction.

eBay Money Back Guarantee requires sellers to respond within 3 business days when a buyers asks to return items that don't match listing descriptions. Currently, if you don’t respond to the return request and the buyer asks us to step in, we may refund the buyer and seek reimbursement from you without requiring the buyer to send the item back. You can respond to the request by:

• Accepting the return request and providing the buyer with the means to return the item
• Answering any questions from the buyer
• Reporting an issue to eBay if there is one

Starting 1 June 2020, we may decide these cases after the 3 business days rather than requiring the buyer to contact us if you have not responded to the return request.

For international sellers that do not have an Australian return address, starting 1 June 2020, we may decide these cases after the 3 business days elapse without requiring the buyer to contact us if you haven’t resolved the return request or accepted the return and provided the buyer with a means to return the item. This change will apply to returns valued up to $25.

If you’re based overseas but listing on eBay.com.au, we recommend providing a return address in Australia to make return postage faster and easier for buyers.