Returns are a fact of life in retail and ecommerce. They’re also a major consideration for buyers when choosing where to purchase online. Offering a generous returns policy doesn't just make buyers happy - it could help you sell more.
The returns flow is simple:
On eBay, buyers can initiate a return request for one of two reasons:
The better your returns policy is, the more attractive you'll be to buyers. The chart below shows the conversion lift you can expect by moving your listings to free returns.
|IF YOU CURRENTLY OFFER:||AND MOVE TO:||YOUR CONVERSION LIFT* COULD BE:|
|No returns||30 day free returns||26%|
|No returns||60 day free returns||37%|
|14 day returns||30 day free returns||14%|
|14 day returns||60 day free returns||23%|
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.
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.
To check the status of your current return requests, head to Returns within the Seller Hub. 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, eBay may automatically accept the return on your behalf. If we don’t, you have 3 business days to take one of the following actions:
If you are responsible for the return postage costs (seller paid):
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.
Remember you can save time by customising your returns preferences. You can specify when you want to expedite different types of return requests by instructing eBay to process them automatically.
For example, you can automatically approve all return requests or requests for a certain reason. Or for items up to a certain value, you may prefer to automatically issue a refund and inform the buyer to keep the item.
You can also issue RMA numbers. A 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. Just head to your Return preferences and select 'Give me the option to add a RMA' to switch them on.
We know you’re busy running your business and dealing with returns can be a hassle at times. We also know if buyers aren’t happy with their item, they want to be able to return it easily to you.
That’s why we’ve partnered with ParcelPoint to come up with return solutions that’s simple, easy and will keep buyers happy.
In just a few clicks, buyers can print the returns label and drop the item off at one of over 1,300 extended hours ParcelPoint locations or organise a courier to send the item back at a small additional cost. Have peace of mind over the returns process; with guaranteed tracking, you’ll always know where the item is.
The cost of using ParcelPoint depends on the size and weight of package being returned. Pricing information will appear when parcel size is entered on the ParcelPoint site. ParcelPoint Returns prices* (inclusive of GST) are as follows:
|Up to 500g||$6.95||$8.95|
|500g – 1kg||$8.95||$10.95|
|1kg – 3kg||$10.95||$12.95|
|3kg – 5kg||$13.95||$15.95|
|5kg – 10kg||$15.95||$17.95|
*These prices cover returns between metropolitan and major regional areas, including interstate returns (e.g. Sydney to Perth). A remote location surcharge of up to $12.00 may apply if the seller is located in a remote area.
Australia Post Returns
By using Australia Post labels, you have access to a great returns service at great prices. With deliveries to all the Australian major capital cities and more, you can provide buyers with an excellent shopping experience.
Australia Post Prices
|From Zone||Eastern Seaboard metro and major regional||Adelaide||perth||Tasmania, Regional VIC, NSW & QLD||NT, North QLD, Regional SA & WA|
|Up to 500g||$6.50||$7.50||$8.50||$9.50||$12.50|
|500g – 1kg||$7.38||$8.57||$11.50||$10.83||$14.40|
|1kg – 3kg||$7.99||$10.03||$14.92||$12.81||$20.05|
|3kg – 5kg||$9.14||$12.39||$20.44||$16.03||$29.01|
|5kg – 10kg||$10.85||$15.96||$28.67||$20.88||$42.31|
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 the 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.
Examples of ineligibile items include but not limited to:
Review the complete list of ineligible categories.
One of the benefits of ParcelPoint is that it's fully tracked so you can run a search online to see where the item is using the tracking number. You can find your item's tracking number in My eBay once the buyer has booked the return with ParcelPoint.
If you haven’t received the item and the tracking details indicate you should’ve already received it, please get in touch with ParcelPoint on 1300 025 639.
Australia Post Returns