In this article:
If you offer a return policy you can manage returns in our Resolution Centre. You can easily issue the refund to the buyer and get your final value fee back directly within this process.
As a business seller you are obligated to inform your consumers about their right of withdrawal before the purchase. As a private seller you may voluntarily offer returns. Learn more about your return rights and obligations
Note: The returns process is currently only available for items bought on eBay.de and eBay.co.uk. We plan to extend this process to other eBay marketplaces in the future.
Respond to a return request
When a buyer starts a return in our Resolution Centre, we’ll automatically notify you by email. You can then approve or reject the return by clicking the link in the email or by directly logging in to the Resolution Centre and opening the case from there. The following return information is available within the case: reason for the return, item number, purchase date, buyer’s member ID, buyer’s PayPal account.
When buyers start a return through our Resolution Centre we encourage them to read your return policy before submitting a case. They can also print a return slip to attach to the package so you can easily identify the returned item.
According to Distance Selling Regulations consumers who purchase items from a business seller over the internet, where there is no face-to-face contact between the seller and the buyer before the contract is made, generally have the right to return the item within 7 working days after the date of receipt.
Some items are excluded from the right of withdrawal. As a business seller you are obligated to inform consumers about their right of withdrawal before the purchase.
The Distance Selling Regulations usually cover sales made over the internet, including:
Buy it now listings on eBay.co.uk
Second Chance Offers on eBay.co.uk
The UK Distance Selling Regulations do not apply to eBay auction format listings on eBay.co.uk. Learn more about your return rights and obligations
To respond to a return request:
Click the link in the return confirmation email we’ve sent you or go to the Resolution Centre
Read the detailed return information and respond to the buyer by accepting or rejecting the return
After you’ve sent this information to the buyer they can then prepare shipping of the item and you can issue the refund to them
You will get your Final value fee credit automatically once you’ve issued 80% of the item price (excluding P&P) with PayPal
Timeline:
A buyer can start a return in our Resolution Centre up to 35 days after the purchase date. As a business seller you are legally obliged to accept a return, if the buyer submits the case within 7 days after they’ve received the item. Learn more about your return rights and obligations
Issue the refund
As a business seller you are obliged to offer a full cash refund including the original postage and packaging costs if the buyer has cancelled the purchase within 7 working days after they’ve received the item.
You can see the refund details (i.e. buyer’s PayPal account and original item price) directly in the return case. You can also see if the buyer has already prepared return postage.
To issue the refund:
Open the case by clicking the link in the return confirmation email we’ve sent you or go to the Resolution Centre
You can then issue the refund through PayPal. You can also add a note to the buyer
After you’ve clicked Issue refund we will inform the buyer by email that you’ve issued the refund and the case will be closed and you will get your final value fee back
Other than for some exceptions, the Distance Selling Regulations give consumers an unconditional right to cancel a contract and legally oblige you to refund all sums as soon as possible following the consumer’s cancellation, and within a maximum of 30 days. The Distance Selling Regulations do not give sellers a right to withhold money or offer partial refunds. However, the buyer is legally required to take reasonable care of the item. If you find that the buyer has not done this, you may be able to enforce your legal right in court. Learn more about the
legitimate reasons
when a business seller can reduce the refund
Receiving the final value fee
After you’ve issued the refund with PayPal, the case will be closed automatically and you will receive your final value fee if you’ve refunded at least up to 80% of the item price (excluding postage costs).
The final value fee will be credited to your seller’s account within the next 30 days.
Note:
If you
relist the item, you may qualify for an insertion fee credit, but will pay the usual final value fee when the item sells.
Cancelling a transaction
If you and the buyer have agreed to exchange the item, and you want to manage this case in our Resolution Centre, we recommend that the buyer starts a return and posts the original item back to you.
The buyer should then buy the new item from you. This ensures that both purchases are tracked and fully covered by PayPal buyer and seller protection if the buyer pays with PayPal.
Providing return postage information
When a buyer uses eBay’s return process and prepares postage, we show them your registered address to return the item. However, you can provide a return postage address and additional return postage information for your buyer in My eBay:
Who is paying for return postage costs
Your return postage address
If you offer return postage labels
Any other information you want to display to the buyer on the 'Postage page' within the returns process
To provide return postage information in My eBay:
Click on the Account tab and select Site Preferences
Scroll down to Return
Preferences and click on Edit
You can either provide a standard return policy, which will automatically be inserted in all future listings or add return postage information
Return postage costs
In general, the seller is obliged to pay for the return postage unless you’ve specifically provided, within your returns policy, that you require the buyer to pay for it. Learn more about return shipping costs and your legal rights and obligations
Your legal rights and obligations
The Distance Selling Regulations 2000 generally apply to sales to consumers made by sellers acting in the course of a business, which have been made at a distance. In other words, where there's no face-to-face contact between the seller and the consumer before the contract is made.
The Distance Selling Regulations apply to items purchased via Buy It Now listings and Second Chance Offers on eBay.co.uk. However, they don't apply to auction format listings on eBay.co.uk.
These regulations provide a period of 7 working days after the date of receipt within which the consumer can cancel the contract (often referred to as the "cooling off" period) and get their money back, including the original postage and packing charges.
The consumer can be asked to return the goods at their own expense, but only if the seller informed them of this requirement before the contract was made (otherwise, the seller is responsible for collecting the goods).
This right of cancellation does not apply to:
Custom-made goods - Goods which are tailored to your own specifications (such as custom-made wedding gown)
Goods that by reason of their nature cannot be returned – This covers medication, for example
Perishable goods - like fresh foods or flowers
Sealed items, which have been unsealed - audio or video recordings or computer software that you have unsealed
newspapers, periodicals or magazines
Accommodation, transport, catering or leisure services - where the seller has agreed to supply the service on a set date or within a set time period (for example hotel accommodation; plane, train, or concert tickets; car hire; tickets to sporting events)
The regulations above only apply to a business seller – consumer buyer transactions. However, even a consumer seller is required to ensure that correctly describe the item. Learn more about returns and your legal rights and obligations
Quick answers about the process
|
Where and for how long does a buyer see the 'Return this item' link on eBay? |
The 'Return this item' link is displayed on the View Item page and in My eBay ('Won' view) up to 35 days after the purchase date. We have extended the timeframe to allow enough time for the buyer to receive the item.
You can always approve or reject a return request. However, as a business seller your legally obliged to accept a return, if the buyer submits the case within 7 working days after they’ve received the item. Learn more about your return rights and obligations |
Do I have to issue a cash refund or can I offer an exchange or voucher/credit for my eBay shop? |
When buying online from a business seller a consumer has the right to cancel a transaction within 7 working days after receiving the item.
For any return within this timeframe you need to issue a full cash refund. You are also obliged to issue the refund within 30 days after the contract has been cancelled. Learn more about your legal rights and obligations |
When should I issue the refund? |
As a business seller you are obliged to issue the refund within 30 days after the contract has been cancelled.
However, to provide good customer service we recommend that you issue the refund to the buyer as soon as they have cancelled the purchase (or started a return on eBay). |
How do I get a final value fee credit? |
If you issue the refund with PayPal and refund at least up to 80% of the item price (excluding postage costs), you will automatically receive your final value fee back.
The final value fee will be credited to your seller account with the next billing cycle. |
Where can I provide specific return postage information? |
When a buyer starts a return and prepares postage, we show them your registered address.
You can also provide specific return postage information in your return policy or in My eBay. If you provide this information in My eBay it will automatically be shown to your buyers in the return process.
To add return postage information in My eBay:
1. Log into My eBay
2. Click on the Account tab and select Site Preferences
3. Scroll down to Return
Preferences to add any return postage information |
Who pays for return postage and the original postage costs? |
In general, the seller is obliged to pay for the return postage unless you’ve specifically provided, within your returns policy, that you require the buyer to pay for it. Learn more about return postage costs and your legal rights and obligations |
If you don't want to use eBay's return process
Returns are not only a legal requirement for business sellers, but also part of a good customer service. Our new return process makes it easier for buyers and sellers to manage returns and to refund buyers within a reasonable timeframe. Therefore we recommend that you use the new returns process.
However, if you already have a returns system in place, you can opt-out of our return process for a limited time period. Instead of starting a return on eBay buyers will only be available to contact you through 'Ask seller a question' and you have to agree with them directly on any return and refund details.
We will make our new return process mandatory in the future and will let you know within a reasonable timeframe to ensure you can adjust your processes and tools.
To opt-out of eBay’s return process:
Log into My eBay.Click on the Account tab and select Site Preferences
Scroll down to Return
Preferences
There you can opt-out of eBay’s return process. You can choose to opt-in again at any time.
Basket
