4 min article

Return shipping for sellers

Who pays for return shipping—you or the buyer—depends on which eBay site the transaction took place on, the reason they’re returning the item and your return policy.

Read our most popular questions and answers on how to handle return shipping for items you've sold. You can also find more information in our full article below.

I don't accept returns, why do I have to pay for a return shipping label?

If your CBT buyer is returning an item because it's damaged, faulty, or didn't match your listing description, the eBay Money Back Guarantee allows them to return it for free. That means that you'll need to accept the return and cover the cost of return shipping, even if you don't normally offer returns.

 

What happens if the item is damaged while it's being returned?

When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during shipping. For CBT returns, the item is damaged while it's being returned to you, you may qualify to deduct an amount from the buyer's refund.

 

What happens if the item is lost while it's being returned?

In general, whoever pays for return shipping is responsible for ensuring the item arrives at its destination. If you paid for the return shipping, you'll need to work with the shipping carrier to try and find the item. If the buyer paid, they’ll need to contact the carrier instead.

 

What happens if the buyer refuses to pay for return shipping?

Who's responsible for return shipping costs depends on why the item is being returned. If the buyer is returning the item because it's damaged, faulty, or didn't match your listing description, then you're responsible for the return shipping costs, even if your returns policy says you don't offer free returns.

If the buyer is sending the item back for another reason, for instance, if they ordered the wrong item or changed their mind, then they’ll need to pay for return shipping, unless your returns policy states you offer free returns.

For CBT returns, the buyer is responsible for return shipping costs, and they refuse to pay, you can ask us to step in and help resolve the issue.

 

If the CBT buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, you’re responsible for the cost of return shipping, even if you don’t offer returns.

If they simply changed their mind or ordered the wrong item, who pays for return shipping is determined by your return policy. If you stated you offer free returns, you have to pay; otherwise, you can ask the buyer to cover the cost.

Tip
We recommend using a tracked service for return shipping. Tracking lets you know the item is on its way, and eBay can see the progress of the return in case we’re asked to step in (CBT only).

Return shipping options

When you’re responsible for return shipping, you can choose from a number of options in the return request form. To get to the return request form, go to your Returns dashboard - opens in new window or tab and select View return details. If you’ve accepted the buyer’s return or offered to send them a replacement, you can choose one of the following options to let them ship the item back to you.

Provide your own pre-paid label

If you’d rather the buyer use your preferred shipping carrier for return shipping, you can provide your own return label.

When using your own carrier, make sure to upload the label and tracking details to the buyer’s return request. For items with a total cost (total of item(s), shipping and tax) that exceeds the amount set by the website you're listing on (e.g. $750 for eBay's US site), signature confirmation will be required. Check the eBay signature confirmation requirements for the site your transactions take place on.

Here’s how to send your own label from the View return details section:

  1. Select Upload a shipping label and then the upload image icon.
  2. Choose the label you want to send to your buyer.
  3. Select your carrier and enter the tracking number.

Shipping labels for international returns (CBT only)

Language barriers may make it difficult to purchase an international return label. If you’re unsure, try contacting the buyer to ask if they’ll purchase an international label on your behalf.

If they agree, you need to send funds to cover the cost. Ensure the buyer uses a tracked service and includes signature confirmation if items exceed the amount set by the website you're listing on (e.g. $750 for eBay's US site).

International returns and customs

If you’re sending funds to cover the shipping cost, the buyer is required to fill out the customs forms.

To ensure there are no delays with your return, provide the necessary customs information to the buyer. Double check that your information is correct; falsifying a customs form is against the law and eBay policy.

Since you’re the recipient of the parcel, you are responsible for paying any customs, brokerage, service charges, or duty fees.

Ask the buyer to use a label you sent along with the item

If you included a return shipping label with the item when you sent it to the buyer, you can let them know that they should use that to send it back to you.

Here’s how you can let the buyer know about the label from the View return details section:

  1. Select your carrier and enter the tracking number.
  2. Add a message to the buyer.
  3. Tick the box beside I provided a return label with the original item.

Offer to send funds for the return shipping cost

Use the carrier’s shipping calculator to find out how much return shipping will cost. If you’re unable to determine the cost, contact the buyer and ask them to provide a quote.

Ensure that the amount includes tracking, and on items that exceed the amount set by the website you're listing on (e.g. $750 for eBay's US site), include signature confirmation.

How to send funds to the buyer:

  1. Contact the buyer through eBay Messages - opens in new window or tab, and ask how they would like to receive funds to purchase a return label.
  2. Send the funds using the buyer's preferred method.
  3. Ask the buyer to confirm that they’ve received the funds and to upload tracking to the return request so you can see that the item is on its way.

Accommodate the return another way

If you prefer, you can provide the buyer with another method of returning the item. For instance, you can offer to pick up the item in person or let them drop the item off at your closest store. If you want to provide an alternative method of returning the item, simply select Confirm you will facilitate the return from the View return details section.

Return an item with alternative shipping arrangements

Sometimes returning an item may require additional, alternative shipping arrangements, such as:

  • Shipping a return with insurance: If you or the buyer prefer that an item be returned with insurance, purchase your own return postage with insurance.
  • Returning multiple packages: If the buyer finds that they need multiple return shipping labels to ship multiple packages back to you, ask them to contact you to make alternative shipping arrangements for the packages.
  • Item was originally delivered by freight or local pickup: When you’re responsible for return shipping costs and you need to make alternative shipping arrangements, speak to the buyer to agree on the service and cost before they send the item. Make sure that they include the packing slip, tracking, and for items that exceed the amount set by the website you're listing on (e.g. $750 for eBay's US site), signature confirmation.

When the buyer wants to return an item using alternative shipping arrangements and you’re responsible for the return shipping charges, they’ll need to work with you to agree on the shipping service and cost before returning the item.

If a CBT buyer uses alternative shipping arrangements, the return shipping charges aren’t included in any eBay Money Back Guarantee refunds, even if you agreed to pay return shipping charges.

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