How to Handle an eBay Return

After selling on eBay for years, I know one of the most frustrating parts about it is handling returns. For six years I accepted no returns unless it was my fault. Then one day I realized that if you accept returns, the buyer pays for shipping. If you don’t accept returns, you have to pay for return shipping. I decided that if someone wants to return an item they will return it whether I accepted returns or not. So I started accepting returns and when I get a return request, I just relist it when it comes in the mail. But the big question remains, how do you handle an eBay return request? In this post, you’ll be armed with all the information you need to decide whether or not you want to accept returns.

• How to set up your return policy
• 4 ways to prevent returns
• Handling the shipping
• How to work with the buyer

If you are new to eBay, check out my post: How to Start Selling on eBay in 12 Easy Steps!

Set up your return policy

An easy way to find your return preferences is to go to your seller hub > all open returns under orders > then scroll down until you see return preferences on the left.

Make sure to include your return policy in every item description you write. With every listing, I copy and paste my description. Read more about how to write a description here. You can always change your policy later.

As a seller you have 5 options:

• No returns accepted
• 30-day buyer-paid returns
• 30-day free returns
• 60-day buyer-paid returns
• 60-day free returns

If the buyer opened the return request because the item is damaged, doesn’t match the listing description, or they received the wrong item, you’ll have to accept their return request even if you don’t accept returns.

If a buyer wants to return an item to you, how you can respond will depend on why they’re returning it and on your return policy.

Does accepting returns increase your sales?

Do you attract more buyers with returns accepted? eBay says yes. They say your conversion lift could be up to 25% by accepting returns. Many buyers search for return accepted only before they buy, especially clothing items, so I could definitely see why this is true.

You might also enjoy:

Brands That Sell on eBay + Where to Buy + How Much to Invest

Ultimate List of Brands that Sell on eBay

The Ultimate Beginners Guide to Reselling

Ways to prevent returns

Sometimes you can’t prevent returns because the buyer wasn’t happy with the item or it didn’t fit. But a lot of times you can prevent some returns by making sure it doesn’t break in shipping, send the correct item, selling only authentic items, and by making sure you’re describing it 100% accurate. Here are four simple and practical steps to reduce getting that dreaded “Buyer wants to return item” notification.

Reduce the number of items that arrive damaged // Use lots of bubble wraps and air pockets while shipping fragile items. Use boxes instead of polymailers when you need to. Read more about how to ship items here.

Make sure you send all the items and the correct item // With items with many parts, make sure you send all the items when you ship it. It can be very easy to tape the wrong shipping label on the wrong package when you sell more than one item. Check out what I do here to prevent that.

Don’t sell counterfeits, fakes, or replicas // You can only sell authentic brands on eBay. If it sells before eBay removes the listing, the buyer will most likely send it back. Make sure you write in the title and description what you’re really selling.

Accurately describe what you’re selling // Clearly describe your item and your return policy. Use lots of pictures and item specifics so your buyer knows exactly what they’re getting.

Always add shipping information

Now days buyers want their item as soon as possible, so shipping time is very important to a buyer. Buyers want to be able to track orders and receive them on time. This is one of the key parts of shipping your items- you have to add a tracking number to every shipment. Invalid tracking numbers or not adding one on eBay can lead to increased “item not received” buyer return requests. 

• Upload accurate tracking information to reduce the possibility of an “item not received” request by up to 60%.
• Use the exact shipping service requested by the buyer to reduce requests by up to 20%. So if they pay $10 for Priority Mail, don’t ship it for $5 First Class.
• Ship within your handling time to reduce requests by up to 65%.

Work with the buyer

It’s important to work with your buyer and help them resolve any issues that they have. If a buyer lets you know that they have a problem with their purchase, you should respond to them as quickly as possible. You have 3 business days to resolve their issue before they can ask eBay to step in to help.

Be kind and professional in your responses, even when you’re upset. It helps to provide a better customer experience.

If the buyer wants to return the item, they may accept a replacement (where you send them the same item again) or an exchange (where you send them a similar but different item). Buyers may also accept a partial refund, where they keep the item and you give them back some of their money.

Summary

Set proper expectations for the buyer. Make sure your listing title and item descriptions are accurate. Include plenty of photos, highlighting any flaws. Provide as many item specifics as you can so the buyer knows exactly what they’re buying.

State your return policy clearly in your listing. If you accept returns, it automatically accepts them, issues refunds, and even provide return shipping labels. This can make the process easier for the buyer and less effort for you.

When deciding your handling time, make sure it’s something you can manage. Failing to ship on time can lead to your item arriving late.

Use a shipping service that provides tracking, and upload the details as soon as possible. This lets the buyer know where their item is, and it helps to protect you in case they claim they don’t receive their item. If you buy and print an eBay shipping label, tracking information is uploaded automatically. Read more about how to ship items here.

eBay encouragement

Don’t give up. Sometimes you will get upset because an angry buyer wants to return an item, or you may not make as much as you wanted on an item that sold. The more you sell, the more you figure out what works for you. 

• Don’t invest too much on each item, because you make money at the buy.
• List items just a little more than what they have been selling for. Then don’t be afraid to put a sale on them in a month.
• Keep your inventory organized as you list. This is key to selling on eBay. Check it out: How to Organize your eBay Inventory
• Ship items that sell during the day every night. Don’t put it off until the morning. Check it out: How to Ship Items on eBay
• Keep your shipping cost low, this is how you make more.
• Retake your pictures and change up your title if your items are not selling. Check it out: How to Take Good Pictures

One thing to remember: if you don’t list, you don’t last. The more you list on eBay = the more you sell = the more you make. So don’t give up! Keep listing because eBay works.

Why do you love selling on eBay? 

How often do you list? 

What’s your favorite brand to look for to resell? 

Comment below!

I was not sponsored or gifted any of these products. Some of the links are affiliated, which means that by purchasing I make a small amount at no additional cost to you. Thank you for supporting me!