eBay strives to meet the buyers' expectations while meeting the sellers' capacity. Our five return policy options help streamline the returns experience for our buyers. You may choose to offer:
We recommend you provide buyers with free returns. See how a flexible and customer-friendly return policy can help you increase your sales. You can increase conversion lift from your listings up to 5%-25%*.
|If you currently offer:||And you go over to:||Your sales will increase by*:|
|No returns||30-day free returns||15%|
|No returns||60-day free returns||25%|
|14-day returns (buyer pays return shipping)||30-day free returns||10%|
|14-day returns (buyer pays return shipping)||60-day free returns||20%|
|30-day returns (buyer pays return shipping)||30-day free returns||5%|
|30-day returns (buyer pays return shipping)||60-day free returns||13%|
eBay automates some returns steps. This can simplify the entire process for both you and buyers.
Learn more about customizing and optimizing returns:
For instance, maybe you want to always offer immediate refunds for clothes that don't fit. Create return rules to enable that to happen and any buyer wishing to return items under these circumstances will receive automatic return approval.
You can offer a partial refund if a returned item is damaged, has missing parts, or is otherwise not in the same condition as when you shipped it.
Automatic acceptance of returns simplifies the returns process. No return requests due to buyer's remorse will be accepted automatically if your policy doesn’t permit it.
When you're OK with buyers paying to ship back items they no longer want, requests for returns are accepted automatically.
Offering replacements — items identical to the original — and exchanges — items that are different — can help buyers feel better about their purchase. Just be sure to have plenty of stock when offering either of these options.
You can even allow the buyer to keep the original item in cases when you don't want it back.
There are many reasons for return: the size did not fit, the item was damaged in shipping or the buyer just changed their mind about buying it. Most sellers on eBay offer returns, but would prefer to keep them to a minimum.
Keep in mind that eBay Service Metrics is largely geared towards returns number due to being “Item not as Described”.
1. Ensure your products match their descriptions or photos
1.1. Clearly and accurately describe your items and return policies.
1.2. Use lots of high-quality photos and Item specifics in your listings to set the right buyer expectations. Photos help buyers to see exactly what they're getting as well as specific details they may be looking for.
1.3. When selling used items, photos are especially important because they let the buyer see the actual condition of the item along with other details like color.
1.4. Specify your Item's Condition using structured specifics in the Sell Your Item form and ensure the selected condition is accurate and consistent with the rest of the item description.
2. Make sure your product is authentic
2.1. It is illegal to sell counterfeits, fakes, or replicas of brand name items. We don't allow these to be sold on eBay. Please refer to our policy on counterfeit and replica items.
2.2. Misusing brand names and keywords to manipulate search results can also result in false buyer expectations. Don't make comparisons or reference brands that aren't the same brand you're selling.
3. Reduce the number of items that don't work or are defective
3.1. Ensure new items are described accurately, sealed, and are in their original packaging.
3.2. Remove items with high rates of manufacturing flaws or items of poor quality that customers are complaining about from your inventory.
4. Make sure you aren't sending the wrong items
4.1. Inspect packages closely to ensure all items ordered are included and correct.
4.2. Check Open Box Items to ensure all components are correct.
4.3. Use checklists for items with many parts, or for multiple items in a combined shipment.
5. Reduce the number of items that arrive damaged
5.1. Improve your packaging to prevent damage in shipment.
5.2. Inspect refurbished and used items more closely for hidden defects and damage. Point these out clearly in your listing description and photos.
Yes, offering a return policy is an option for all sellers. You can offer returns on individual or all items and distinguish between domestic and international return policies.
Listings from Top Rated Sellers must offer a 30-day free return policy to qualify for the Top Rated Plus discount and seal. Please note that there is one more requirement for this discount: the Handling Time should be reduced to 1 day.
Buyers are able to request a return for any reason.
Select the "RMA number" option in Return Preferences.
No. Unless they were purchased as part of a multi-quantity item, buyers must initiate a return for each item individually.
Buyers are able to return multiple quantities of the same item with a single return, but can only initiate one return for each multi-quantity item purchase. For example, if the buyer initiates a return for 3 of 10 shirts purchased as a multi-quantity item, they will not be able to initiate a return for the remaining 7 shirts at a later date.
Do you give customers accurate item information and send it on time? This has a positive impact on your eBay performance. Find out how we evaluate your seller performance and what impact Seller metrics have on your business.
We calculate a seller's performance and assign you a seller level based on your performance. Find out what benefits you can get with it on eBay.