We've temporarily extended our returns timelines and adjusted our eBay Money Back Guarantee policy to help you process returns during COVID-19. 4 min article; Best practices for avoiding and handling issues with buyers. In some situations, a return label won't be available and we'll ask that you and the buyer make alternative postage arrangements. Forty-five percent of buyers who return an item will come back to make a new purchase,* so providing great customer service is a best practice. Fun, free, illustrated images to celebrate your #sellerlife on social media and video calls. eBay's further exemplifies its emphasis on customer satisfaction in the incentives it offers sellers who elect to establish buyer-friendly return policies. Customizing your return preferences lets you choose when you want to expedite different types of return requests by instructing eBay to process them automatically. *UPS Pulse of the Online Shopper Survey, 2016. At that time, we will close the return with no impact to seller performance. You will see this in the ‘ Return policy ’ drop-down menu. eBay Tests New … There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers' purchases. The other conditions where auto-acceptance isn't enabled are as follows: If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered. eBay may automatically accept a return from a buyer on your behalf if an eBay postage label is available, and the request was made within the return window permitted by your policy. Under Approve a return, you can choose to automatically approve a return if the total refund cost is less than a certain amount. Signature confirmation policy. You can continue to provide great customer service—and encourage repeat business—by considering the following tips: Read frequently asked questions about returns on eBay. View basket for details. Show the world you’re up and running on eBay. We’ll cover the costs. Return postage for sellers. Learn more. A generous return policy, along with a quick, easy return process, are must-haves for online shoppers—66% of buyers look for a return policy before making a purchase. For these return reasons, you can either accept the return or provide an alternative solution to the buyer. Offering replacements and exchanges is a good way to resolve customer issues while maintaining the sale. Who pays for return postage – you or the buyer – depends on the reason they're returning the item and your return policy. Once you start a return, the seller has 3 … Sellers will only receive a returns-related defect if eBay has to help resolve a returns issue, and the resolution is in favor of the buyer. All return requests are initiated through My eBay, and are handled the same way. If your policy is to accept returns, you can set up rules that automate the way that you manage different parts of the return process. For example, if you always accept returns and offer refunds on clothing items that don’t fit, you can now choose to approve those specific requests and send the buyer a return label by creating a basic rule. When requesting a return on an item, buyers are asked to select a reason for their return. eBay offers a 100% satisfaction guarantee on all purchases, regardless of what individual sellers set up as their return policy. Our simplified return policy options will help drive a retail-standard returns experience for buyers and may boost your sales. Enter your search term to display live search results. To improve your help experience, please sign in to your account. If you've changed your mind and want to return it, you can ask the seller if they'll accept a return. Its like saying a buyer can wear a pair of shoes or try a garment say for an occasion and then they can return back to you without any problem as they have used it for its purpose. If you can’t resolve it, either you or your buyer can ask eBay to step in and help. We encourage you to update your listings to your preferred returns policy options now before we automatically update them for you. Appeal eBay's decision about a return or missing item for buyers. If they do, buyers have 15 business days to prove they’ve shipped returns, otherwise, buyers have 35 business days to prove they’ve shipped returns. When you receive a return request, you’ll be prompted to add your RMA number when you create a return shipping label. Here's how to send an eBay postage label from the View return details section: When you receive a return request, you’ll be prompted to add your RMA … Something went wrong. Under Send a refund, you can choose to let buyers keep the item and automatically refund them if the refund amount is less than a certain amount. If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under eBay Money Back Guarantee. eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. This tells eBay that you need to include an RMA on your return shipping labels. Accept some returns automatically, while continuing to process others manually, Refund the buyer automatically and allow them to keep the item, if the return postage cost is higher than the item's cost, Provide different return addresses for different items, The request meets the time frame of your listing's return policy and is raised within your returns window, The return is domestic and will be posted back to an address in the UK. They can then print the label and use it to send the item back to you. Buyers can initiate a return request for one of two reasons: either they don’t believe they got what they ordered—a "Significantly not as described" return, or SNAD—or they’ve changed their mind about the item—a Remorse return. If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. Starting in early November, items in this category can be offered with 14-day returns in addition to the policies above. We'll also consider buyer/seller risk and performance data in determining whether to automate a refund. Creating an eBay returns policy . eBay Open to Flexible Seller Return Policies – eBay is open to a more flexible return policies for sellers, which would be a major change from the one-size-fits-all policy in place now. If the reason for a return is "Item not as described" or if you offer free returns within your return policy, the buyer is immediately issued with a return … You can choose to offer one of the following return policies: No returns; 30-day buyer-paid returns; 30-day free returns; 60-day buyer-paid returns; 60-day free returns; Some product categories have unique retail standards where you’ll be able to offer variations on the returns policy options. You can even allow the buyer to keep the original item in cases where you don’t want it back. eBay Gives Buyers Extended Time to Prove They’ve Shipped Returns eBay is pressuring sellers to send buyers eBay-generated return labels. Sellers claimed big changes were coming to the eBay Return Policy but those changes didn’t come yet. In cases of buyer remorse, if you don't offer free returns as a policy, then the return will still be automatically accepted, but the buyer is responsible for sending the item including the postage costs. Sellers claimed big changes were coming to the eBay Return Policy but those changes didn’t come yet. The item was purchased on eBay.com.au, and your eBay.com.au account must be active at the time of using the eBay return label service (not suspended nor made inactive by eBay). When the buyer prints your label, it will include your RMA number. eBay's rule for sellers who have a return policy of "returns accepted" is you accept returns for all reasons, which includes buyer's remorse. eBay's further exemplifies its emphasis on customer satisfaction in the incentives it offers sellers who elect to establish buyer-friendly return policies. Any discussion of refunds or exchanges on eBay begins with the auction listing for the item in question, which is the final “official” word on the seller’s refund and exchange policy for the item in … The best approach is always to work with your buyer to find a suitable solution that you’re both happy with, such as offering an exchange or a full or partial refund. Unfortunately for sellers, the rules of eBay say that if you sell something, the exact rules (and the language!) If a buyer believes that their item is Significantly Not As Described—or SNAD—the request will fall under the eBay Money Back Guarantee process. If you offer free returns, you can offer partial refunds in increments of 5% to 50% if the item comes back to you in a different condition than what you dispatched it in. Copyright © 1995-2021 eBay Inc. All Rights Reserved. We recommend that you refund the buyer as soon as you receive the return. On eBay, there is a detailed abusive buyer policy and seller protection rules. eBay's goal is for customers to be completely satisfied with their purchases and return to the site to purchase more items in the future. Here’s a closer look at the reasons buyers can give for a return, and who’s responsible for return costs: If you’re responsible for the cost of the shipping label, and your preferences are set to automate any portion of the return process, including offering a replacement, a PayPal label will automatically be sent to the buyer for return shipping. You can also create your own advanced return rules - opens in new window or tab. Regardless of your return policy, in these cases, you are required to work with your buyer to find a suitable resolution. Remember, you can only use RMAs in cases where you’re manually approving returns, as RMAs are unique to the item and are usually issued on a case-by-case basis. Offering replacements and exchanges is a great way to maintain a positive buying experience when there’s an issue with the original item, or when the buyer simply wants a different item. eBay say that they see a significant number of buyers return items and then have to chase their refund and often this puts the seller’s metrics at risk if the case is escalated to eBay. Get 0% final values fees now. Something went wrong. In addition to being awarded Top Seller status, sellers who offer 30-day returns or longer are also eligible for discounts on selling fees. Establishing a clear return policy can give buyers peace of mind & help businesses better manage customer concerns. For example, you can create rules to: Handling some returns automatically not only saves you time, it's also great customer service, as the buyer gets their return request sorted out straight away. In cases where the item they’ve received is the wrong one or doesn’t match the description, doesn’t seem authentic, or is damaged or missing parts, the seller is responsible for return postage costs. Send an eBay postage label You can purchase a return postage label through the return request and send it to your buyer. Setting Up a Buyer-Friendly Return Policy . If you’re not responsible for the cost of the shipping label, once you’ve approved the return request, eBay will notify the buyer and provide a link where they can purchase and print a shipping label. At the other end are career criminals systematically making money from the generous returns policies of Amazon and eBay. Whatever you decide your policy is, it needs to be clearly specified in your listings. Sorry but why should businesses suffer losses where buyers clearly are misusing the returns policy. Enter an amount you're comfortable with. In the end eBay will just refund … Reach more buyers and get return protection. Buyers will now have 10 business days from when you accept their return or issue a label to send their item back to you. The return policy has no option for this so more wasted time and money is spent with the contacting the buyer and eBay customer service. To qualify for automatic acceptance, a return request must meet the following criteria: The process occurs for all return reasons, except for "Arrived damaged", "Missing parts or pieces" and "Doesn't seem authentic". 2 min article; Returning Items. Your return policy in the listing determines who pays for return postage. For more information, see our page on handling a return request. * You’re not obligated to offer returns on the items you sell, but it’s a good way to … Help a buyer with an item they didn't receive, Best practices for avoiding and handling issues with buyers, Learn more about partial refund guidelines. If eBay is asked to step in and help on the eBay Money Back Guarantee case and finds the seller responsible, it will be counted both as a transaction defect and as a case closed without seller resolution, and may affect your seller level. After 8 days have lapsed, the return will be automatically accepted and a label will be provided to the buyer on your behalf. To add Return Merchandise Authorization (RMA) numbers, click the RMA box that appears in your return preferences. We recommend that you begin changing your returns policies now. With eBay, you have the flexibility to customize how you handle returns, with options to automate the process or manually approve specific requests. Customer service doesn’t end with the sale. If you use return merchandise authorisation (RMA), you'll have 8 calendar days to provide your buyers with a label before they can send the item back. Buyers who return an item can still leave feedback and detailed seller ratings. Misuse of returns or the eBay Money Back Guarantee If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it for a refund. In addition, we are updating the returns policy for listings in the Jewelry & Watches category. Return an item for a refund. For example, the buyer may need to obtain their own return label to post the item back to you. that apply, depend on which eBay site the buyer was logged into when they bought the item. Create a list of items the rule applies to. To qualify for automatic acceptance, a return request must meet the following criteria: The request meets the time frame of your listing's return policy and is raised within your returns window The return is domestic and will be posted back to an address in the UK If you need deeper customization options, such as to only automate returns in certain categories or lists, you can do that by using basic or advanced rules. Here’s the SAFE-T policy (Seller Central login required). * You’re not obligated to offer returns on the items you sell, but it’s a good way to attract more customers and encourage repeat business. Select the applicable selling categories. Managed payments sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. Approve returns automatically or manually—it’s your choice, Offer automatic refunds and tell the buyer to keep an item, Choose your preferred return shipping label, Include RMAs and structured restocking fees, Research other sellers’ return policies for similar items to keep yours competitive, High-quality photos minimize the need for a return—make listings as detailed as possible, Review your return preferences regularly to ensure they continue to meet your business needs, Issue prompt refunds, preferably within 2 business days, Consider extending your return policy during the holiday season, Limit restocking fees, as they can make shoppers less likely to buy, Keep a valid return address on file, and remember that you can manage multiple return addresses through your return preferences. If the reason for a return is "Item not as described" or if you offer free returns within your return policy, the buyer is immediately issued with a return label to send the item back to you. The buyer has requested a return from their Purchase history in My eBay. For cases where you may want the buyer to return an item to a different location than the one from which you sent it, you have the flexibility to specify the location when you set rules in your Returns preferences - opens in new window or tab. However, if the item's tracking information confirms delivery to you or your address, 2 business days have elapsed and the refund has not yet been issued to the buyer, eBay may automatically issue a refund on your behalf. Check the status of your return or missing item request. You can return it even if the seller's returns policy says they don't accept returns. Learn more about eBay returns policies. For example, you might include information on who pays for return postage, or that you're willing to accept returns for a specific period of time after a sale. Here's how: Tip Even if you specify "no returns accepted", under the eBay Money Back Guarantee the buyer can still return an item if it doesn't match the listing description. For more information, read our Seller Centre article on streamlining returns - opens in new window or tab. If you've changed your mind and want to return it, you can ask the seller if they'll accept a return. Since eBay ordered its business sellers to extend their returns policy from 14 to 30 days last year, sellers complain that return rates have escalated and they are being penalised for complying. Here's how returns that qualify for auto-acceptance will be processed: Changes to your return rules will automatically apply to all future return requests, but won't apply to returns already in progress. Because the buyer says item is not as described, you have to send him a prepaid shipping label, and be sure to instruct the buyer on safe packaging for the lens. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Simply enter the amount you're comfortable with. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help. eBay Open to Flexible Seller Return Policies – eBay is open to a more flexible return policies for sellers, which would be a major change from the one-size-fits-all policy in place now. What is the seller to do , the buyer buys items , gets what he ordered , then realises item HE ORDERED does fit his Machine, we supplied what he ordered , he makes mistake , but places claim in item not as described , requires a replacement for correct item. Offer a refund as a managed payments seller . We’ll do what we can to resolve the issue based on the information provided, including any photos of the item, and the buyer’s purchase history. You're responsible for return postage costs for "Item not as described" returns. Use the tab key to navigate results. Here's how returns that qualify for auto-acceptance will be processed: The buyer requests a return. Remember that even if you choose not to offer returns, under eBay Money Back Guarantee, the buyer can still return an item if it doesn't match the listing. If you stated you offer free returns, you'll have to pay. If your item arrives damaged, doesn't match the listing description, or is the wrong item, you can return it for a refund. If you've changed your mind and want to send it back, you can ask the seller … To add Return Merchandise Authorization (RMA) numbers, click the RMA box that appears in your return preferences. Once received, sellers will have two business days to review the returned item and issue a refund, or ask eBay to intervene. If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step … With eBay returns, you can: Our return process gives buyers and sellers a consistent way to return items. When you sell on eBay, you need to state whether you accept returns or not, and if so, under what conditions. 5 … Go to the ‘ Add other details ’ part of your item listing form and choose ‘ Returns Accepted ’ or ‘ No returns accepted ’ depending on what you have decided is right for you. 4 min article. The idea is to bolster buyers' confidence beyond eBay's Money … Get details in the eBay Seller Centre. Use TAB key to navigate results. View cart for details. Simply create basic or advanced rules within your return preferences in My eBay. Download now. Once you receive the item back, inspect it and issue a refund to the buyer. eBay Not Backing Down on Managed Payments or GTC – eBay has no plans to reverse course on two unpopular policies – Managed Payments and the GTC (Good Til Cancelled) mandate. Seller’s return window: Review the seller’s return policy and return window before you make a purchase. This includes shipping labels and tracking information generated by third-party APIs. If you receive the return damaged, missing parts or not as you shipped this becomes another nightmare for sellers. Choose the return reasons when this rule will apply. Buy an eBay return label A generous return policy, along with a quick, easy return process, are must-haves for online shoppers—66% of buyers look for a return policy before making a purchase. Learn more about the types of return below: If a buyer wants to return an item because they’ve changed their mind, you can decide whether to accept or decline their request, provided you follow the return policy stated in your listing. Fill in the total refund amount(s) and the return reasons. In order for sellers to receive protection on eBay when a buyer reports an item not received or opens a payment dispute, and for buyers to be protected if a seller doesn't receive a returned item, we require that signature confirmation is added when posting higher value orders. If tracking shows the returned item has been delivered to you or your address, but not yet refunded, we'll automatically issue the refund after 2 business days on your behalf. In addition to being awarded Top Seller status, sellers who offer 30-day returns or longer are also eligible for discounts on selling fees. To save time when managing return requests, you can set up rules to automatically accept returns or send immediate refunds. If you wish to use your own label, you’ll only be able to do so in cases where you manually approve returns. Guess we were still following the old eBay policy on returns. If you did not receive the item, or the item is not as described, you have 30 days from your actual or latest estimated delivery date to open a request, under the eBay Money Back Guarantee. The buyer’s reason for returning an item will no longer count as a defect as long as you successfully resolve a return request with the buyer without asking eBay for help. At one end of the scale is “wardrobing”, where clothes are bought to wear once and then returned for a refund. Ebay does it again RETURN POLICY . A replacement is an item that’s identical to the original, and an exchange is an item that’s different from the original—for example, the same item, but in a different size or colour. If you do decide to accept a return that you think is fraudulent, on Amazon you can charge a restocking fee of up to 50% for items that are damaged. Automatic returns acceptance process. If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. Enter your search term to display live search results. Here’s how it works: You accept the request, or offer a refund/exchange, You send your buyer a return-shipping label. If no action is taken, eBay will automatically issue the refund two business days after the tracking number shows a confirmed delivery status. 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