We’re automating some return experiences to save time for you and your buyers

From March this year, some returns on eBay will be auto-accepted if the return request meets the terms of your return policy or the eBay Money Back Guarantee (eMBG) policy. In these cases when buyers create a return you will no longer need to accept them individually. When a return is auto-accepted, buyers will be issued a return label via eBay and tracking will be automatically uploaded. 

• If the buyer is responsible for the return postage, any return postage costs will be deducted from the buyer’s refund. 
• If you are responsible for the return postage, you will only be charged if the label is used. The cost of the label will be charged to your account once it is scanned by Australia Post. Such return postage costs will be collected in accordance with the Payment Terms of Use, including by retaining such amounts from your current or future disbursements, or recouping from your on-file payment method. 

What’s not changing

It’s important to note that not all returns will be auto-accepted. See the table below to understand when auto-acceptance will apply. You still have the option to create your own automation rules for returns and refunds. When a buyer initiates a return, we’ll consider your rules prior to applying eBay’s default rules.  

Why are we doing this?

We want to make returns easier for both you and your buyers. The new experience should reduce the time you have to spend managing returns and refunds on eBay, and also help reduce buyer contacts.  Also, if an item is lost in transit on its way back to you and there was valid tracking uploaded, we may be able to help.

How it works 

1. When a buyer creates a return and you offer returns for that listing, it will be auto-accepted when it’s in line with your returns policy or our eMBG policy (unless an item is being returned due to 'Arrived damaged' or 'Missing parts or pieces' - see ‘What’s not changing’ for more information).
2. The buyer will automatically be provided with a return postage label through eBay and tracking will be uploaded automatically so you can track the parcel’s journey.
3. If you offer free returns or the item is being returned for any reason covered under the eMBG policy, return postage costs will be collected in accordance with the Payment Terms of Use, including by retaining such amounts from your current or future disbursements, or recouping from your on-file payment method. You will only be charged when the label is used. If the buyer is responsible for the return postage, any return postage costs will be deducted from the buyer’s refund.
4. Once you receive the returned item, you will be able to review and issue a full or partial refund if eligible. Remember to refund the buyer within 3 business days of receiving the return, or we may automatically issue a refund to them on your behalf. Learn more → 

Next steps 

• Please check that your Return and Registration Addresses are correct and up-to-date. A common mistake we see is the city being used instead of the suburb or missing postcodes.
• Check your returns policy, we recommend you set-up free returns where it makes sense. Sellers who started offering 30-day free returns saw an average 26% sales increase, with negligible impact on returns volumes. This increases to 37% for sellers who started offering 60-day free returns.**

Helpful Links 

* RMA stands for Return Merchandise Authorisation or Return Authorisation Number that some businesses use for their returns process to authorise returns. If an RMA is enabled on your return preferences, then your returns will not be auto-accepted.

**Conversion lift seen based on January 2018 eBay Australia data.