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How to set up a return policy

Returns give the buyer the opportunity to return the item if, for example, it doesn’t fit or they simply don’t like it. Many buyers only make purchases from sellers that offer a returns policy. So having a returns policy can give you a competitive advantage.

*Conversion lift seen based on Q3 2017 data. Individual results may vary. eBay does not guarantee that each seller will experience the same lift or any lift at all. The term Free returns refers to when the seller pays return shipping no matter the reason for return, with no restocking fee.

There are two categories of return requests from customers:

1. SNAD (Significantly Not As Described) — where the item received is Significantly Not As Described in the listing.

In this case you can:

  • Refund the buyer and get the item back. The seller covers the cost of the return.
  • Offer a replacement item.
  • Refund the buyer, the buyer keeps the item.
  • Offer a partial refund.
  • Send a message to the customer to solve the problem.

2. Remorse Return — The return of a item that corresponds to the item description in the listing and has no defects, but the buyer has changed his/her mind to purchase it.

In such cases, the responsibility for the costs of the return is according to the seller’s policy.

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.

eBay offers several return policy options:

If you don't already know what kind of return policies you want to offer your customers, start with our How returns work article.

If you're selling expensive items, or have a small stock of items, it's easier to set up a return policy when you create a listing.

If you have a large stock and are ready to automate the way that you manage different parts of the return process, learn how to set up two basic rules to automatically accept returns or send immediate refunds.

If you have a large stock of different kinds of items, or if your stocks are located at different locations, learn how to set up advanced return rules.

When you create and turn on return rules, you agree to the eBay Returns Terms. The terms authorize us to include fees for item refunds or return shipping on your monthly invoice, which may be charged to your automatic payment method on file, if any. You also agree to the eBay Money Back Guarantee terms in instances when you don't issue a refund in a timely way for returned items.