From May, we will provide a comprehensive suite of seller protections that includes protecting you when you offer free returns.
For example, if you offer free returns and a buyer returns a new item used or damaged, you can give the buyer a partial refund to cover a potential decrease in the value of the item. In such events, we will resolve an associated Money Back Guarantee case in your favour and starting in June, we will also remove any negative or neutral buyer feedback in accordance with our policies.
Free returns are a retail standard and a free returns policy can increase buyer confidence, boost your items’ visibility on eBay and drive conversion. For example, we found that sellers who changed their returns policies from “Returns not accepted” to “60-day free returns” experienced an average 37% lift in their conversion rate*.
*Conversion lift seen based on January 2018 data. Individual results may vary. eBay does not guarantee that each seller will experience the same lift. “Free returns” refers to when the seller pays return postage no matter the reason for return, with no restocking fee.
eBay offers a comprehensive suite of seller protections that automatically protects you from events outside your control and supports you when things don’t go as planned. We’ll protect you:
Learn more about eBay seller protection.
If an item comes back damaged or missing parts:
A buyer leaves negative feedback because I issued a partial refund:
A buyer doesn’t follow my returns policy:
A buyer tries to force me to pay for return shipping by claiming my item was “significantly not as described”:
A buyer leaves a lot of negative feedback or opens lots of claims or returns:
A buyer demands a change to the order or extras outside of the original agreement:
My shipment arrives late or is lost due to events beyond my control:
A buyer retracts their bid or doesn’t pay: