Managing your business policies

Setting up a Returns Policy

By offering a return, you are giving the buyer an opportunity to return the item if the item is not as described or it does not fit them or simply they do not like it. Often a buyer’s purchase decision is strongly influenced by the seller’s returns policy. This means that by setting up a Returns Policy you may stand out from competitors that are not offering a Returns Policy.

There are two categories of return requests from customers

Item Not As Described

Where the item received differs  significantly from the listing description

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

Remorse Return

The return of an 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 this case, you can:

  • 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’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.


Learn how to set up a Return Policy in Sell Your Item form

You Can Set Up Return Options for the Item when Creating a Listing

  • Go to Sell Your Item form
  • Find Selling details in the Return options
  • The Domestic Returns Accepted option on sets up rules for returns within the US only However, to ensure that your International Returns settings are displayed correctly, be sure to tick the box (✔) next to the “Domestic Returns Accepted” Then tick the box (✔) to accept International Returns Accepted too
  • Fill out the Return Options in the Open form
    • “After receiving the item, your buyer should contact you within” setting determines how long the buyer has to contact you with a return request. Select 14, 30 or 60 days from the drop-down menu.
    • You can offer 14-day returns to the following categories:
      • Camera Drones
      • Camera Lenses
      • Collectibles & Art
      • Digital Cameras
      • Jewelry
      • Medical & Mobility
  • “Return Shipping will be paid by” option determines who pays for return shipping. You can select either Buyer or Seller. eBay recommends that you provide a refund for relatively inexpensive items for free to the Buyer. It can significantly increase your sales
  • Here, you can also allow the exchange or replacement of an item by ticking the box (✔) next to “Replacement or Exchange Available”
  • Setting up the Return Policy for the listing is now complete.

You can Set Up Return Rules to Automatically Send Refunds or Approve Returns

  • Go to your Returns preferences
  • 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. Simply enter the amount you’re comfortable with
  • Choose the “return reasons: when this rule will apply
  • Under Approve A Return, you can choose to automatically approve a return if the total refund cost is less than a certain amount. Enter an amount you’re comfortable with.
  • Choose the return reasons when this rule will apply
  • Changes to your return rules will automatically apply to all future return requests, but won’t apply to returns already in progress

How to Set Up Advanced Return Rules

  • Go to Return Preferences
  • At the bottom of the page, in the “Create your own rule” click Go to Advanced Return Rules
  • Here is the “Create Advanced Return Rules” form
  • In the “Select a Rule” drop-down menu, you will see the following options:
    • Send a refund automatically.  
    • Agree to replace an item automatically.
    • Approve a return automatically.

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.