Read our most popular questions and answers about handling return requests from your buyers. You can also find more information in our full article below.

I don’t accept returns, why am I getting a request from the buyer?

What happens if the buyer used the item, or it's damaged while it's being returned?

What happens if the buyer doesn't send the item back?

Cross-border transaction (CBT) seller? Need help with return shipping? See our page on return shipping for sellers
Would you like us to help with an open CBT return request? See our page on asking eBay to step in and help for sellers

When you create a listing, you'll add a return policy, which will determine your options if a buyer wants to return an item for "change of mind" (or "remorse") reasons.

If the buyer reports that the item arrived damaged or doesn't match the listing description, you'll see different options for responding to the return. If the purchase is covered by the eBay Money Back Guarantee policy, you'll have to accept the return, even if you have a no returns policy.

When CBT buyers open a return request we'll notify you by email (to your registered email address) and through eBay Messages - opens in new window or tab. You have 3 business days to respond to the request and resolve the buyer's issue. We've outlined your response options below. In some cases, we may automatically accept a return request on your behalf.

If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item.

Tip
When listing an item, it's important to include your returns address - opens in new window or tab. If you don't, and the buyer requests a return, the item will be automatically returned to your registered address.

How to start resolving a return request

Choose the item above to start resolving a return. You can also open your Returns dashboard and select View return details from beside the item.

You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.

Your options for responding to a return request

Your options for responding to a buyer's request depend on which eBay site the transaction took place on, the reason they're returning the item and the return policy you stated in your listing.

The buyer received the wrong item, it arrived damaged, or it doesn't match the listing description

If a CBT buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns.

If you don't respond to a return request from a CBT buyer, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back.

Here are your response options:

Accept the return: The CBT buyer will send the item back to you for a full refund, including the original shipping cost. You'll also be responsible for covering return shipping costs. If the item is returned used or damaged, you may qualify to deduct an amount from the buyer's refund to cover the loss in the item's value.

How to accept a return

Give a full refund: You'll issue a full refund to the CBT buyer, including original shipping costs, and they'll keep the item. This is a good option for low-value items.

How to issue a refund

Offer a partial refund: You'll issue a partial refund to the CBT buyer, and they'll keep the item. This can be useful when the buyer isn't completely satisfied with their purchase. For example, if an item arrived with a minor scratch, but the buyer is happy to keep it.

How to issue a partial refund

Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly.

How to send the buyer a message

Offer a replacement or exchange: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return.

How to offer a replacement or exchange

If you respond to a CBT buyer's request but don't come to an agreement after 3 business days, you or the buyer can ask us to step in and help.

If we step in to help, we'll ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to deduct from the buyer's refund to cover the loss in value.

You accept returns in your policy, and the buyer changed their mind about a purchase

You don't accept returns in your policy, and a CBT buyer changed their mind about a purchase

If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. However, if you do, you'll provide a great customer experience that encourages the buyer to purchase from you in the future.

Here are your response options:

Accept the return: The CBT buyer will send the item back to you for a full refund (this may or may not include the original shipping costs).

If you offered free shipping, you'll need to refund the buyer the full amount that they paid.

You can advise the buyer that they'll be responsible for covering return shipping costs, or you can provide a label.

If the item is returned used or damaged, you may qualify to deduct an amount from the buyer's refund to cover the loss in the item's value.

How to accept a return

Offer a partial refund: You'll issue a partial refund to the CBT buyer, and they'll keep the item. This can be useful when the buyer ordered the wrong thing by accident—for example, the wrong color or size—and you'd like to offer them a gesture of goodwill.

How to issue a partial refund

Give a full refund: You'll issue a full refund to the CBT buyer, and they'll keep the item. Depending on your return policy, this may or may not include the original shipping cost. This is a good option for low-value items.

How to issue a full refund

Offer a replacement or exchange: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return.

How to offer a replacement or exchange

Decline the return: You can decline the return request if you've stated in your listing that you don't accept returns.

How to decline a return

Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly.

How to send the buyer a message

For CBT cases, if you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help.

If we step in to help, we'll ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to deduct from the buyer's refund to cover the loss in value.

Tip
In some cases, your response options may differ. For example, you may have opted to automatically accept return requests for your CBT customers.

How to accept a return

To accept a return from a CBT buyer:

Go to your Returns dashboard - opens in new window or tab.
Select View return details beside the item.
Select Accept the return and then Continue.
If you're responsible for return shipping, choose how you'll arrange for the item to be returned.
If the buyer is responsible, choose your return address from the dropdown menu.
Enter a return merchandise authorization number, if you use them.
Select Confirm.

We'll then ask the buyer to ship the item back to you:

How long a CBT buyer has to ship the return:

Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. Some returns may remain open for up to 35 business days. Returns cannot be closed at the request of a seller.

Seller-provided labels (CBT): If you provide non-eBay return labels and upload tracking, we may close the return if we don't see tracking scans or signals from the buyer showing the item was shipped within 15 business days of when the label was provided. If tracking is not uploaded, we may wait up to 35 business days before closing the return
No label provided: If the buyer is responsible for return shipping, we may close the return if we don't see tracking scans or signals showing the item was shipped within 15 business days of the return being accepted. If you are responsible for providing return shipping and do not upload a label, we may wait up to 35 business days from the date the return was accepted before closing the return.

How to issue a full refund

How to offer a partial refund

How to decline a return

How to send the buyer a message

How to offer a replacement or exchange item

Payment holds

For your cross-border transactions (CBT), when a buyer opens a return request the funds related to the sale may be put on hold. Once the return has been resolved, the hold is lifted and you'll receive your funds in your next scheduled payout.

Refunding the buyer

When you agree to give a CBT buyer their money back, or once you receive the returned item, you'll need to issue their refund within 2 business days. To do this, go to the case in your Returns dashboard - opens in new window or tab and choose Refund buyer. If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf.

When you issue a refund to the buyer

They'll be refunded through their original payment method. In most cases, the refund takes 3 to 5 business days to process. However, depending on the payment method the buyer used, it can take up to 30 days
We'll automatically relist your item for you. If you don't want your item to be relisted, simply uncheck the Relist item box when issuing the refund
You may be eligible for fee credits if you refund the buyer on eBay without us stepping in. Learn more about fee credits

Tip
Carefully check the returned item before issuing a refund. Eligible cross-border transaction (CBT) sellers may be able to deduct an amount from the refund if an item is returned used or damaged.

What to do if an item is returned used or damaged

Once you receive the item back, you need to refund the buyer. However for cross-border transactions (CBT), if the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value.

If the return is eligible, you'll see the option to deduct a specific amount or a percentage when you refund the buyer through the return request. Once you've sent the refund, we'll keep the return open for up to 10 days so that we can help the buyer if they ask us to step in, but because you're protected there's nothing more for you to do.

Keep in mind that you're not eligible for fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you'll no longer see this option if eBay steps in to help with the return.

How to deduct from the buyer's refund when the item is returned in a different condition

Guidelines for how much to deduct from the refund (applies to eligible cross-border transactions)

Here are some guidelines to help you determine how much to deduct from the buyer's refund.

Condition of return	Refund deduction guidance
Excellent condition: Unused, undamaged, or unaltered All items included in the original package Factory or vacuum seal must not be broken/opened (if applicable) Original tags included & attached (where applicable) Must include provided certificates of authenticity, grading or appraisal	No deductions
Good condition: Missing original packaging Factory or vacuum seal is broken/opened but the item is still in its original condition Original tags included but unattached	5%–10% deduction
Fair condition: Missing parts Some signs of wear or use Item has been installed Item has been registered or user has not logged out of the device's account, and cannot easily be set back to factory settings Original tags missing	15%–30% deduction
Poor condition: Significant signs of wear, or significantly different than how it was shipped to the buyer Missing essential parts Item is damaged, scratched, defective, or requires service or repair Missing provided certificates of authenticity, grading or appraisal Opened items that cannot be resold (perishables, liquor, makeup) Sold multiple items but the buyer didn’t return all of them	35%–50% deduction

Misuse of this protection

Sellers may only deduct an amount from the buyer's refund in order to recover lost value when an item is returned used, altered or damaged. Sellers may not use this protection to recoup market losses on items returned in the same condition or recoup return postage and/or restocking costs.

Get help from eBay

We know that our sellers want to provide buyers with a great experience, but sometimes you're not able to reach an agreement. If you and the buyer haven't been able to resolve the issue within 3 business days, we're always ready to step in and help.

If asked to step in and help, we may ask the buyer to return the item to you if any of the following apply:

We can't determine that the item received by the buyer matches the listing description
You offer returns and your stated return window applies
You already offered to accept a return

If we step in at any stage in a CBT case and the item is returned used or damaged, you'll no longer be able to deduct an amount from the buyer's refund to cover the loss in value.

Learn more about asking eBay for help.

How sellers manage returns and refunds