2012 Spring Seller Update
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Returns
Increase sales with a great return policy
Online buyers look for a generous return policy when deciding what and where to buy. Starting this spring, sellers who accept returns will be required to have a minimum 14-day return window and offer a money-back option. Of course, you can still decide whether or not to accept returns.
Beginning this week, if you are using these values, you’ll see a reminder message. Starting the first week of May, these options will no longer be available for new listings and relistings. Instead, you’ll see an error message prompting you to select another option.
What is changing with current return options?
Why is eBay eliminating these options?
Do I have to offer returns?
If I offer returns, do I have to accept them for any reason? Can I specify certain requirements for returned items?
What if I have soon-to-be retired return values in my listings now?
How can I identify and update my listings that include the options that are being retired?
What will happen to my Good ‘Til Cancelled listings?
Highlights
Some return options retired
Starting the first week of May, as announced in the Fall 2011 Seller Update, the following return options will be retired for new listings and relistings:- 3- and 7-day returns: When sellers accept returns, buyers expect a reasonable timeframe within which they can return an item. Starting the first week in May, if you accept returns, your options will be 14 days, 30 days, or 60 days.
- “Merchandise credit” and “Exchange” refund options: Buyers want the reassurance that they can get their money back. Starting May 2, your options will be “Money back,” “Money back or exchange,” or “No returns accepted.”
Beginning this week, if you are using these values, you’ll see a reminder message. Starting the first week of May, these options will no longer be available for new listings and relistings. Instead, you’ll see an error message prompting you to select another option.
Take Action
- Start now to remove 3-day and 7-day return windows or “Exchange” and “Merchandise credit” refund options from your listings, and replace them with a minimum 14-day return window and either “Money back” or “Money back or exchange” refund options.
- Make sure to remove any information from your listing descriptions that contradicts the updated terms of your return policy.
Best Practices
Establishing your return policy
- Set a competitive return policy – one you can support and that strives to exceed buyer expectations by accepting returns for any reason. Consider:
- Providing long return windows—30 days is ideal.
- Paying for shipping on all returns.
- Not charging restocking fees.
- Use the “Money back or exchange” option when you have the depth of inventory to support an exchange for a different size, colour, or undamaged unit. Otherwise, use “Money back.”
- Wait until items are returned to you before issuing a refund. If you’re unable to resolve a disagreement by working directly with the buyer, document the issue through the Seller Reporting Hub.
Minimizing returns
Only a very small percentage of items are returned on eBay, and most sellers find that a generous return policy delivers a significant advantage in buyer confidence and sales. Here are some tips for minimizing returns:- Provide details that set the right expectations with your buyer and clearly describe the condition of the item you’re selling.
- Use multiple pictures to provide buyers an accurate idea of what to expect. This is especially important if you're selling vintage or gently-used items that can have small blemishes. Pictures will be free on all listings submitted starting on July 2 (excluding eBay Motors vehicles).
- Include exact measurements of your item. For example, when listing in a fashion category, use size charts and include inseam measurement, bust size, and/or pant or skirt length, when appropriate.
- Clearly describe imperfections: scratches, stains, chips, missing accessories, defects, and other flaws.
- Respond quickly to resolve buyer issues.
Frequently Asked Questions
Retired return options
As originally announced in the Fall 2011 Seller Update, starting the first week in May, the 3-day and 7-day return window options and the “Exchange” and “Merchandise credit” options will be retired. You’ll be able to choose from 14 days, 30 days, 60 days for your return window and from “Money back” or “Money back or exchange” for your refund method. As always, the start time on a seller’s return window begins when the item is delivered to the buyer.
Online buyers today expect easy, no-hassle, money-back returns within a reasonable timeframe for all their purchases. When you accept returns, these updates will help boost your sales with a confidence-building return policy.
No, as always you can decide whether or not to accept returns on some or all of your listings. Note that even if you specify “No returns accepted,” you are still responsible for a full refund—including the original shipping cost—if the buyer opens and wins an eBay Buyer Protection case. See the Returns section of the Selling practices policy.
If you select “All returns accepted” in your return policy, you are obligated to accept them for any reason—even if the buyer changes their mind—as long as the return occurs within your return window. You should select “No returns accepted” if you only intend to accept returns for items that are considered not as described.
You can specify some conditions required for returned items (for example, the item must be unused or in original packaging). Include this information in the “Additional return policy details” text box.
You can specify some conditions required for returned items (for example, the item must be unused or in original packaging). Include this information in the “Additional return policy details” text box.
Beginning February 29, you will see a warning message when you create a listing or relist an item that uses one of these values. Starting the first week in May, they will not be available for new listings, and you’ll see an error message prompting you to select one of the current options when you relist an item that uses a retired value.
If many of your live listings have the same return policy, you can use a bulk editing tool to help you update the return information for some or all of those listings at once.
While these changes are not required for Good ‘Til Cancelled listings at this time, we recommend you edit these listings now to provide buyers with a more attractive return policy and get a head start on future requirements.