Returns and refunds are easily one of the most talked about and debated aspects of selling on eBay. It’s easy to see why, with this part of the buying process at risk to fraud, scams and general discontentment for sellers.
In addition, eBay consistently changing the goalposts. This year is no different, with the choice of return policies being overhauled and further automation. Read on for the low down on returns on eBay as we know it today.
As of May 2018, eBay.com users have these five ‘streamlined’ return policy options to choose between when creating item listings:
Please note that there are exceptions to the above rule, with a 14-day return policy option still available within a few select categories.
If a seller accepts returns (the latter four options listed above), the buyer can request an item return for any reason at all. This includes the buyer changing their mind for whatever reason. Sellers have four ways to respond to a return request:
Sellers who choose a ‘no returns’ policy can still receive return requests, though are under no obligation to accept. eBay encourages generous return policies to provide better customer service and up to 25% more sales. The site also claims that 75% of buyers check return policies before making a purchase.
No matter which type of return policy a seller chooses, however, remember that a buyer is always entitled to a return if the item arrives damaged or does not fit the description in the listing. This is the rules as per eBay’s Money Back Guarantee. We have delved deep into the details of the Money Back Guarantee before, but here is an overview:
The Money Back Guarantee is eBay’s way to maintain buyer confidence when using the website. If a buyer believes that the item they were sent does not match the listing or has arrived damaged, the buyer has the right to return the item and receive a refund. Sellers have five options if a buyer requests a return under the Money Back Guarantee:
Alongside the updated returns policy options outlined above, eBay has also made a few other changes this year to the returns process for eBay.com sellers.
To streamline the returns process, eBay is increasing the use of automation. Sellers who have a free returns policy may find return requests automatically accepted and a shipping label sent directly to the buyer. The charges for the shipping label will be added to the seller’s next monthly invoice. Another example of this so-called ‘enhanced’ automation would be the issuance of a refund for a returned item, two days after the tracking number arrival confirmation.
Sellers can still control returns by creating rules, found on the ‘returns preferences’ screen.
eBay has updated its condition of returned items policy to clarify what is expected when buyers return items. If buyers do not follow these updated guidelines, sellers are allowed to offer a partial refund instead of a full refund. eBay claims that they will protect sellers and remove neutral or negative Feedback relating to partial refunds on free returns.
Should they wish, sellers who offer free returns are able to set separate return policies for international transactions. This means that sellers can still give local, domestic buyers the option of free return shipping while requiring international customers to pay their own way. This allowance also applies to sellers who use the Global Shipping Program.
Experienced sellers, what is your preferred return policy on eBay? What do you think of the recent changes?
Gemma is our all things eBay expert. Originally from the UK, she now lives in Canada and travels extensively. You can read about her travels at her blog Off Track Travel.
Hi can you advise, I sold an electronic item for spares and repairs the buyer asked if the manufacturer could repair it and I clearly said the couldn’t as it was out of warranty and I was selling for spares and repairs, the buyer went in to place the winning bid. He has now filed a return saying it’s not as described as it doesn’t work. It looks like I may have to accept the return how can I make eBay see common sense
Gemma June 23, 2020
Hi David, It sounds like you may have proof that the buyer purchased the item knowing that it was broken. Hopefully eBay will take your side but unfortunately this does not always happen.
Robert Lovell June 5, 2020Hi I’m in a bit of a Situation bought a Vauxhall Astra Spare Wheel!! cut the long story short it was the wrong wheel for my car it was listed wrong, i payed £45 with PayPal it was no good told the seller and he offered me a Partial Refund £37.00 i accepted the partial refund Ebay told me i did not have to send the item back i could keep it!! one week later the seller messaged me that he wants to drive over to pick it up. i told him i don’t have the item it was no good to me i left it outside and its been taken away i had nowhere to keep it, i have just received a Letter from [HM Court & Tribunals Service] he is taking me to court calming i had no rights to keep the wheel i was told by eBay i don’t need to send the item back and i could keep the item! I’m i in the wrong I’m so confused and now very worried he has been very Threatening I’ve put my case forward its not a nice position to be in I’m very worried its put me of eBay buying and selling.
Gemma June 6, 2020
Hi Robert, Have you contacted eBay about this issue? John Webb August 28, 2019So let me get this straight. If I offer free returns then I can say the item is damaged when I receive it back and give the buyer a percentage of the actual price they paid even if it doesn’t arrive damaged? And Even if The negative feedback is accurate and factual I can have it removed? It makes you think ebay wants the return rate to be high for some reason. Maybe so they can receive say a higher percentage final sales fee? Not sure how that works but I guarantee it’s about the bottom line for ebay.
john koynock November 28, 2018I bought an electronics product ( new in box) from a company via eBay. On arrival , the unit will not connect to the current electronics. I want to return it, have called the company many times to get customer support to replace it with other products they have , willing to pay any price differential . The problem is they will not return my calls , and their website does not allow me to email or online chat with customer service. Once I started to experience the no call backs , I researched the company to find out they are not BBB recommended , etc. What recommendation do you have ?
Gemma December 3, 2018
Hi John, Have you contacted the company via eBay messages? If so (with no reply), it sounds like you’d be best to get eBay involved.
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