eBay returns for sellers: return policy options, who pays and automatic refunds
Most eBay returns are now automated: eBay accepts the request, gives the buyer a label, and refunds them if you don’t. Knowing the rules lets you set them up in your favour instead of being surprised.
Return policy options
You can offer:
- No returns accepted
- 30-day buyer-paid returns
- 30-day free returns
- 60-day buyer-paid returns
- 60-day free returns
- 14-day returns in limited categories
“Free returns” means you pay return shipping whatever the reason, with no restocking fee. eBay recommends them, citing conversion lifts of 5–25% from its own 2017 data — eBay says results vary and aren’t guaranteed.
“No returns” doesn’t mean no returns
A no-returns policy only covers change-of-mind returns. If the buyer says the item arrived damaged, is faulty, or doesn’t match the listing, you still have to resolve it. If you don’t, the buyer can ask eBay to step in, and eBay may give them a return label and charge you for it.
Who pays return shipping
- Item damaged, faulty or not as described: you pay, always.
- Any other reason: decided by your return policy (buyer-paid or free).
eBay labels are USPS Ground Advantage, Priority Mail or FedEx Ground. To use another carrier, turn on RMA number in Return Preferences — then you can upload your own label.
Automatic acceptance
eBay automatically accepts a return when all of these are true:
- your listing offers returns;
- the request is opened within your return window;
- it’s a domestic US return;
- the item fits within USPS Ground Advantage, Priority Mail or FedEx Ground size and weight limits.
You get to review first for change-of-mind returns outside your return window, and for “arrived damaged” or “missing parts or pieces” reasons.
The 2-business-day refund
Once tracking shows the return was delivered to you, you have two business days to inspect it and refund. If you don’t, eBay may refund the buyer for you. eBay says a return it closes this way has no impact on your seller performance — but check the item fast, because after that the money is gone.
The return goes to the return address that was on your account when the return was opened — keep it up to date, because you can’t change it afterwards.
Partial refunds and deductions
- Instead of a return: when a return is opened, you can offer a partial refund and let the buyer keep the item. If they accept, the return closes. This can be cheaper than return shipping.
- For items returned in worse condition: Top Rated Sellers and sellers who offer free returns can deduct up to 50% from the refund if the item comes back in a different condition from when you shipped it.
A message offering a partial refund:
Fee credits
When you issue a partial refund, eBay automatically credits a prorated part of your final value fee, and of Promoted Listings general and international fees. The per-order fee ($0.30 for orders of $10 or less, $0.40 above $10) and Promoted Listings priority fees aren’t refunded.
Save time with return rules
In Return Preferences you can create rules to auto-approve returns or refund immediately without the item coming back — for example, based on refund amount, return reason, listing or category. For cheap items, refunding without a return often costs less than the label.
Returns for “not as described” count toward your seller performance — see eBay feedback for keeping your record clean, and the eBay fee calculator to check your margin on free returns.