Managing Returns
Offer a great after-sales experience to keep buyers happy and coming back for more.
Managing returns and making them simple for your buyers, is part of great customer service.
In some cases, buyers may want to return an item due to the product being faulty, being the wrong size or simply not being what they expected.
Setting up your returns policy
You can save time by setting up one or more returns policies for your items.
This allows you to automate returns by applying returns policies to your listings in bulk, depending on the types of items you sell.
Simply visit the returns section of our business policies to set-up returns rules. It’s important you make all policy adjustments through business policies in order to qualify for seller protections against damaged returns.
Managing returns requests
When a buyer opens a returns request on eBay, we’ll notify you by email and through your My eBay messages. You have three business days to respond to the buyer’s request, and there are some cases where we may automatically accept a request on your behalf.
Benefits of offering free returns
Offering 30+ days of free returns for for your buyers gives you more search visibility, increased protection and can significantly increase your conversion:
Return postage options
We’ve partnered with ParcelPoint and Australia Post to offer returns solutions that are simple, easy, and keep your buyers happy.
ParcelPoint Returns
With ParcelPoint, buyers can print a return label and drop the item off at one of over 1,300 extended-hours ParcelPoint locations. They can also organise a courier to send the item back for a small additional cost. And you’ll 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 the parcel. If you cover return costs, we’ll add ParcelPoint charges to your next invoice under ‘New Fees.’
ParcelPoint Return Prices (incl. GST)*:
|
|
Drop-off
|
Pick-up
|
|
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 |
Australia Post Returns
By using Australia Post labels, you have access to a convenient returns service, at great prices. With deliveries to all Australian major capital cities and more, you can provide buyers with an excellent experience from start to end. Australia Post provides full tracking on their return deliveries, so you can keep track of your items. We’ll add the tracking number to My eBay once the buyer’s booked the return.
Australia Post Prices (incl. GST):
|
From Zone |
Up to 500gm |
500g - 1kg |
1kg - 3kg |
3kg - 5kg |
5kg - 10kg |
10kg - 22kg** |
|
Eastern seaboard metro and major regional |
$7.03 |
$7.98 |
$8.64 |
$9.88 |
$11.73 |
$15.08 |
|
Adelaide |
$8.11 |
$9.26 |
$10.84 |
$13.39 |
$17.25 |
$25.52 |
|
Perth |
$9.19 |
$12.43 |
$16.13 |
$22.10 |
$30.99 |
$51.64 |
|
Tasmania, Rest of Victoria, Rest of New South Wales, Rest of Southern Queensland |
$10.27 |
$11.71 |
$13.85 |
$17.33 |
$22.57 |
$34.01 |
|
Northern Territory, Nth Queensland, SA Country, WA Country |
$13.51 |
$15.57 |
$21.67 |
$31.36 |
$45.74 |
$78.49 |
*These prices cover returns between metropolitan and major regional areas, including interstate returns (e.g. Sydney to Perth). If you or your buyer are in a remote location, ParcelPoint may charge a surcharge of up to $12. PO Boxes or parcel lockers can’t receive ParcelPoint returns.
**Not currently supported by eBay in-flow returns service. Note: Prices for our eParcel account are subject to annual increase, as per our agreement with Australia Post.
***Conversion lift seen based on January 2018 eBay Australia data.