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How to handle returns

Our returns process gives buyers and sellers a convenient and consistent way to return items. All return requests are initiated through My eBay and handled the same way.

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TYPES OF RETURNS

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On eBay, buyers can initiate a return request for one of two reasons:

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1. Change of mind returns:
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  • You decide whether to offer change of mind returns. Your customers will appreciate the peace of mind that comes with a generous returns policy and we recommend you set a 30-day returns policy or better on your listings
  • You also choose who’s responsible for return postage costs, your buyer or you. This can differ from listing to listing.

From spring 2017, if you are currently accepting change of mind returns, we’ll automatically accept these returns on your behalf when the buyer is responsible for the cost of return shipping.

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2. Item not as described returns:
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  • If a buyer believes they didn't get what they ordered, the request falls under the eBay Money Back Guarantee policy.
  • Regardless of your stated return policy, you are required to work with your buyer to find a suitable resolution when a return request is started because an item is not as described.
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Even if your stated return period and/or the eBay Money Back Guarantee window has closed, you should also be aware of your obligations under Australian Consumer Law with regard to accepting returns.

Learn about creating your return policy and using the return process.

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MANAGE YOUR RETURNS POLICIES

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Save time by adding your preferred postage, payment and returns options to business policies that you can apply to your listings.

You can apply these policies to listings instead of specifying payment, postage and returns options every time you list. Creating multiple policies gives you the flexibility to include different preferences depending on what you're listing. Read more on how to set them up in Set your business policies.

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HANDLING RETURN REQUESTS

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Keeping on top of your return requests is all part of providing great customer service, and we give you the tools to handle them efficiently.

 

Go to My eBay > Selling > Returns to check the status of any current return requests. We'll also email you whenever there's a new return request, as long as you have that option enabled in your Communication preferences.

When you receive a return request you have 3 business days to take one of the following actions:

  • Accept the return.
  • Refund the buyer and allow them to keep the item.
  • Offer a partial refund and allow them to keep the item.
  • Send the buyer a message if you need more information, or can help them resolve their issue without returning the item.
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Remember you can save time by customising your returns preferences.

 

If you are responsible for the return postage costs, you then select and send your return label:

  • Offer your buyer the ParcelPoint service (click dropdown to review pricing)
  • Upload your own label

We'll keep you updated each step of the way - including when you can expect to receive the returned item and the due date for sending the buyer a refund.  We also make it easy for you to complete any actions such as issuing a refund.

 

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ISSUING RMA NUMBERS

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An RMA number is a reference number you can use to keep track of returns. You don’t have to add them and, if you don’t, we will automatically generate a unique returns ID that you can use to match returned items against your listings in My eBay.

 

Go to My eBay > Account > Site preferences > Return preferences and select Give me the option to add a RMA (return authorisation number) to each return label to switch them on.

 
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