How do returns work on ebay
Take a look at this article to check the status of your return. If the item you received arrived damaged, doesn't match the listing description, or if it's the wrong item, you're covered under the eBay Money Back Guarantee.
You can return it even if the seller's returns policy says they don't accept returns. If you no longer want an item, you'll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Purchase history - opens in new window or tab.
Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn't solved at the end of those 3 days, you can ask us to step in and help. To start a return, select the item you want to send back from your recent purchases above, or use the button below. Once you've started a return, you can check on the status of your request at any time. You can also start a return in your Purchase history. See the instructions below to find out how:.
The seller has 3 business days to get back to you. How they respond depends on the reason for your return. Accept your return request and offer a full refund — You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original shipping cost. The seller will also pay for return shipping. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value.
Learn more about our Condition of returns policy. Offer you a partial refund and let you keep the item — This can be a good compromise when you're not completely satisfied with your purchase — for example, if it arrived with a minor scratch — but you're happy to keep it.
Offer you a replacement or an exchange — Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund. Send you a message — The seller may ask you for some more details about your return request.
Accept your return request and offer a full refund — You'll return the item and the seller issues you a full refund — depending on their returns policy, this may or may not include the original shipping cost.
Check the seller's return policy in the listing to see who is responsible for return shipping costs. If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value.
Offer you a partial refund and let you keep the item — This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill — say if you ordered the wrong thing by accident. If the seller does not refund the buyer and return tracking shows the item was delivered, eBay may automatically issue a full refund on the seller's behalf. If the seller hasn't responded or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.
Once eBay steps in, eligible sellers will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged. When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements , we will look for all of the following:.
The item was inspected under Authenticity Guarantee and is 'final sale'. Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our Condition of returned items policy. The seller had misrepresented the item's location. The latest date for the buyer to request a return is 30 calendar days after the estimated or actual delivery date or 7 calendar days after the event date, whichever is later. Items that display the Authenticity Guarantee badge in the listing are first shipped to an authenticator who inspects the item prior to delivery to the buyer.
This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity. Authenticity Guarantee purchases are covered by eBay Money Back Guarantee when all other eligibility requirements are met, and when:. For Authenticity Guarantee purchases, eBay Money Back Guarantee does not cover returns on the basis that an item is not as described, when the item is considered final sale. If an authenticated item is eligible to be returned, the buyer may be asked to ship the item back to the authentication facility for inspection to ensure that the item is being returned in the same condition.
Learn more about Authenticity Guarantee - opens in new window or tab. If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item "remorse" returns. When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund. The seller may exclude original shipping costs from the refund.
When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.
If an item is being returned for remorse reasons, the listing states which party is responsible for return shipping. If the seller hasn't responded, or hasn't issued a refund after receiving the return, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help. When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements , we will look for all of the following:. If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing.
Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method. Per the seller's return policy in the listing "free returns" or "buyer pays". Proof of delivery for returned items Returns should be sent with tracked shipping that can be independently validated. If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.
Refunds and billing for return shipping costs If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund. Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on:.
The table below sets out which of these applies when determining the latest date to report an issue or request a return. Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.
When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation. Click here to watch video. Beginning September 14 th , eBay will automate the returns and refunds processes for active managed payments sellers to align the seller experience across the eBay platform.
Automation of returns and refunds saves sellers time, and enables them to process returns faster. This update also enables a streamlined returns experience for buyers by providing them immediate access to return labels if available and faster refunds.
There are two changes to the current returns process for managed payments sellers:. This will shorten the processing time of the return, help sellers manage returns more efficiently, and reduce the likelihood of defects should the buyer ask eBay to step in to help with a case. You can continue to control the efficiency of your returns process by creating rules in your Return Preferences to automatically approve returns or send immediate refunds without requiring the buyer to send the item back.
As a reminder, if you require a Return Merchandise Authorization RMA number per settings in your Return Preferences , we will ask you to provide the RMA number before the buyer can send the item back to you. If you receive a request that requires your response such as a "not as described" request covered under the eBay Money Back Guarantee program , we may automatically provide a return shipping label to the buyer.
The cost of the label will be billed to your invoice and no impact will occur to your seller performance. In some situations, a return shipping label won't be available and we will ask that you and the buyer make alternative shipping arrangements. For example, the buyer may need to obtain their own return shipping label to ship the item back to you.
The party responsible for the cost of the return shipping label depends on your returns policy. For example, if you indicate that "buyer pays" for return shipping, the buyer will need to pay for the label used to ship the item back to you if the buyer doesn't want the item anymore.
Alternatively, if you offer free return shipping "seller pays" , you will be charged for the return shipping label used by the buyer. The cost of the label is determined by the weight and dimensions of the package and will cost no more than the original outbound label if it was purchased on eBay. Then you will be able to upload your own label when a buyer requests a return.
We recommend that you refund the buyer as soon as you receive the return. However, if the item's tracking information shows confirmed delivery, 2 business days have elapsed, and the refund has not yet been issued to the buyer, eBay may automatically issue a refund on your behalf. You can decide to offer a RMA number by checking the appropriate box in your Return Preferences page.
We will ask you to provide the RMA number before the buyer can send the item back to you. You can set up automation rules in your Return Preferences to immediately refund your buyer and let them keep the item. As long as you indicate in your return policy that you want to offer buyers the option to request a replacement or exchange, this option will still be available.
Additionally, replacement and exchange requests will not be automated. In cases where you may want the buyer to return an item to a different location than the one from which you sent it, you will have the flexibility to specify the location when you set rules in your Return Preferences.
We strive to deliver a returns experience that is consistent and competitive with a modern marketplace. Our five return policy options help streamline the returns experience for our buyers.
You may choose to offer:. Individual results may vary. When you move to free returns, use this calculator to estimate how much you might add to each item you sell to compensate for the cost of returns. Lookup Transactions here.
Lookup Returns here. Select which policy you currently have and which policy you'll update to:. You can customize other steps—like when you issue immediate refunds. This can simplify the entire process for both you and buyers. If you're using your own label, you should manually add tracking details to the return. Who covers the postage costs depends on why you're returning it. Find more information about return postage. When you're sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important.
If the returned item is used, damaged, missing parts, or is damaged during return postage because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. For more information, see our Condition of returned items policy. Learn more about our signature confirmation requirements. Once the item is delivered to the seller, your refund should be processed within 2 business days.
Your refund will be sent to your original payment method and funds are usually available within business days. You can check on your refund in your Purchase history - opens in new window or tab. Most of the time if you have an issue with a purchase, the seller will be able to solve it for you.
However, if after 3 business days the seller hasn't been able to resolve your problem, you can ask us to step in and help within 21 business days of opening your return request. Learn more about asking eBay for help. If you've changed your mind about a case you've opened, and no longer want to return your item, it's easy to cancel your request.
It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.
Engaging in activity as described in the Abusive Buyer Policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, the loss of eBay Money Back Guarantee coverage, and account suspension.
You can find more information about our returns policies by referring to our eBay Money Back Guarantee policy and our Condition of returned items policy. When returning an item you should always use tracked postage. If you didn't, and think the seller should have gotten the item back by now, you can ask us to step in and help.