How returns work
Find out how an item return offer can increase your listing’s conversion rate, what options for return conditions are available, and how to minimize real returns.
How to set up a return policy
Detailed step-by-step instructions on working in the Sell Your Item form, setting up basic and advanced conditions for returning.
Refunding buyers
Sometimes sellers have to refund buyers, for example, if an item is not as described, or is lost in shipping, or returned to the seller. Learn how refunds work.
What to do if a buyer has not paid for the item
Sometimes buyers do not pay for the purchased items right away. In a situation like this, you can remind them yourself by sending an invoice or you can cancel the order. Using this guide, you can also set up automatic cancellation of unpaid orders.
How sellers can cancel an order
In some cases, a seller may have to cancel an order — for example, if a buyer has sent a cancellation request or hasn't paid for an item in time. Learn how to cancel an order and how it can affect your performance on eBay.
Order cancellation policy
Learn all about eBay order cancellation policy.
Return shipping for sellers
Who pays for return shipping — you or the buyer — depends on the reason they’re returning the item and your return policy. Read the article on how to handle return shipping for items you've sold and find the answers to the most popular questions.
Item location policy
eBay policies require that sellers provide true and accurate information about where the item will be shipped from, and the return address should match the item location. But sometimes sellers use a return address that is located in a different country. Learn more about such situations and how to prevent unexpected consequences.
How to handle a return request
You can choose whether to accept returns if a buyer changes their mind about a purchase. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return.