Returns

Easier returns, extra exposure for free returns, restocking fee update, and automatic acceptance.

Overview

Easier returns for you and your buyers

Make it easy for buyers to find your returns information by displaying it in the Return Policy field in your listings. We make it easy for you, too—simply add your return information in the structured data fields. Buyers value a consistent experienced—don't repeat return information that appears in structured data in your return policy details.

An update on simplifying return options

In May 2017, we announced the retirement of 3- and 7-day return policy options, as well as the Merchandise Credit refund option on eBay.ca. The automatic migration of Good ‘Til Cancelled listings with 3- and 7-day return policies to 14-day return policies will take place in early 2018. You can migrate these listings to 14-day, 30-day, or 60-day returns in advance of this change.

Benefits of offering free returns

As we announced in our 2017 Summer Update, you can gain additional exposure for listings that offer free returns, including:

  • Giving buyers options to search for and filter by free return policies
  • Highlighting free return policies when buyers visit your listings
  • Featuring listings with free return policies in eBay marketing campaigns

Starting Fall 2017, you will have added protection when you offer free returns. You can refund up to 50% of the item price if the returned item is damaged or missing parts.

Restocking fee no longer permitted with free returns

A free return policy means just that—free returns with no additional fees. Starting this fall, you will no longer be able to charge restocking fees when you offer free returns. Current Good 'Til Cancelled listings with free returns that also charge a restocking fee will be automatically updated in early 2018.

If you don't offer free returns, you will still have the option to charge a 10%, 15%, or 20% restocking fee. However, the buyer will only see a restocking fee of “up to 20%” in the listing.

Automatic acceptance of returns

Beginning October 2017, return requests for domestic transactions may automatically be accepted to make the returns process easier for you and your buyers. eBay will automatically accept a return request when all of the following conditions are met:

  • The return is domestic and will be shipped within Canada
  • The return reason is "Buyer doesn't want the item anymore" (Return reason codes include "Doesn't fit", "Changed my mind", "Found a better price", "Just didn't like it", or "Ordered by mistake")
  • Return request meets the seller's return policy
  • The buyer pays for return shipping
  • The return is not an exchange or replacement request

If you offer free returns, or if you’re required to pay for the return shipping label, automatic acceptance will only occur if you have not replied to the buyer return request within three business days.

Automatic acceptance allows buyers to ship items back to you quickly and efficiently, and get their refunds sooner. You will also save time and receive reimbursement for final value fees.

You can continue to control the efficiency of your return 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.

FAQs

Returns FAQs

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