Returns

Simplifying returns and increasing the exposure of listings with buyer-friendly returns.

Overview

Greater visibility with retail standard return policies

To help you grow your sales and attract buyers, starting this summer, we'll increase the exposure of free returns and 30-day and 60-day returns without restocking fees by:

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

Simplifying return policy options on eBay.ca

This summer, to align with the return policy selections available on eBay.com, the 3- and 7-day return policy options will be retired. From this point on, these options will no longer be available for new listings created on eBay.ca.

In the same timeframe, we'll also be retiring the Merchandise Credit refund option.

3-day and 7-day return policies Sellers with 3- or 7-day return policies may select from one of the remaining options:

  • Returns accepted
    • 14 days
    • 30 days
    • 60 days
  • Returns not accepted

Good 'Til Cancelled listings with 3- and 7-day return policies will automatically be updated to the 14-day return policy option as they renew. No action is required for sellers who wish to update their Good 'Til Cancelled listings to a 14-day return policy.

Sellers who prefer to migrate their listings to a return policy option other than 14-day returns must do so in advance of this change.

Note: No listings will be ended as part of this process.

Retiring the Merchandise Credit option Later this summer, sellers will no longer be able to offer the Merchandise Credit refund option. Sellers who offer refunds as Merchandise Credit may select one of the remaining options:

  • Money back
  • Partial refund
  • Exchange

Additional control when you offer free returns

Starting this fall, sellers who offer free returns can decide if they want to offer less than a full refund in cases where an item is returned that is not in the same condition that it was in when you shipped it (e.g. a damaged item or an open-box return).

Gain efficiency with the automated returns tool

Save time by creating basic rules in your Return preferences to automatically approve returns or send immediate refunds.

See the FAQs here

FAQs

Returns FAQs

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  • Why is eBay making these changes?

    Sellers' return policies are an increasingly important factor when buyers make purchasing decisions. We want to help you grow your sales by maximizing your returns best practices on eBay.

  • Will I be required to offer 30-day or 60-day free returns?

    No. Sellers have a range of return options. However, we strongly recommend free 30-day or 60-day returns, as they are becoming ecommerce standards.

  • Can I still choose 'No returns accepted'?

    Yes. However, listings that do not offer free returns will not benefit from our new marketing exposure, and may result in lower conversion rates. A generous return policy is important to buyers and increases their trust in you as a seller.

  • Where should I communicate additional details about my return policy?

    In most cases, selecting from the structured data available in your return policy is sufficient. This information is displayed prominently to buyers on both desktop and mobile devices.

    If you need to provide additional details about your returns policy (such as courier pickup or "return to store available"), you can add this to the Policy Description in My Account > Business Policies > Return Policy.

    For the best buying experience, we recommend that you only include information about the product in the item description. Details about payment, shipping, or returns should be included in the structured data fields available for Business Policies. This will ensure that the information will be presented clearly and contextually to buyers on desktop and mobile devices.