Focus on selling

Our new returns process will make it easier for you to manage returns on all items paid for with PayPal. You’ll be able to track them from a single place, refund payments and reclaim your Final Value Fee (FVF). And it will make things easier for buyers too – with a returns link visible to them in My eBay, the item details page and the eBay Resolution Centre for all items on which you offer returns.

Easier to track and manage
When one of your buyers requests a return, we’ll send you an email alert and the case will be shown in the Resolution Centre. You can then either accept or reject it. (Remember, you have a legal obligation to accept cancellations unless the item is legally exempt or the request is made outside the timeline defined by the law. Take a look at our Business Centre for more information on your legal obligations.)

Easier to refund and reclaim
PayPal payments can also be refunded directly from within the case. Once you have refunded the buyer, your FVF for the listing will be credited automatically to your account – you don’t need to follow the Unpaid Item process anymore. (Remember, to qualify for a FVF refund, you need to refund at least 80% of the item price, excluding postage costs.)

Easier to communicate
To make it even easier to manage returns, you’ll also be able to set a separate return address and a personal default message to your buyers from your My eBay Account. This message will be displayed to every buyer before he finalises the return case. You can use this message to tell your buyers about how you would like them to proceed with the return case (e.g. wait for you to send them a postage voucher). That way, you don’t have to write new messages on every return.

Easier returns for happier customers
We highly recommend that you use the new application and review your processes and return policy to make sure that it complies with the law and that it offers a good service to customers.  eBay will provide API support so that you can easily integrate the eBay returns management into your own tools.  Please try it out an let us know what you think of the new process.

Q: What happens if the buyer asks for an exchange instead of a return?
A: Our advice is to process the return and ask the buyer to buy the correct item from you. That way, you have a record of the correct purchase and there is buyer and seller protection on the item.

Q: How do returns work if the buyer didn’t use PayPal?
A: Buyers who want to return an item but didn’t pay with PayPal will not be able to use the new process. They’ll need to contact you to arrange a return. It’s then up to you to organise how the item will be returned and the refund will happen. To get your FVF refund from us, you’ll need to follow the Unpaid Item process.  (Remember, as a business seller you have a legal obligation to accept cancellations unless the item is legally exempt or the request is made outside the timeline defined by the law. Take a look at our Business Centre for more information on your legal obligations.)

Q: When will a buyer see the return link?
A: The return link appears as soon as a purchase has been made and is visible for 35 days.

Q: Why is the return link showing after my return timeframe is over?
A: Because we can’t tell when the buyer actually received the item, the return link stays up for 35 days. But if it’s past the legal timeframe within which the buyer may cancel, it’s up to you to decide whether to accept the return out of courtesy.

Q: What’s the minimum period for accepting returns
A: Please refer to the help page 'Legal Guidance for Business Sellers ' to see how the law applies depending on the details of your transaction.

Q: If I don’t refund the full payment on a return, will I still get my FVF refund?
A: Yes – if you refund at least 80% of the original item price (excluding postage costs).  Please note that there are strict legal obligations regarding refunds for returns, which can be found here.