How to handle a Return Request
How to handle a return request (Seller)
You can choose whether to accept returns if a buyer changes their mind about a purchase. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept 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.
eBay Policies:
1. When a buyer opens a return request, we'll notify you by email (to your registered email address) and through eBay Messages. You have 3 business days to respond to the request and resolve the buyer's issue. In some cases, we may automatically accept a return request on your behalf.
2. If you're unable to sort things out within 3 business days, the buyer may ask us to step in and help find a solution. In some cases, if you haven't responded to the return request, we may refund the buyer and seek reimbursement from you without requiring the buyer to return the item.
3. 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.
4. If eBay steps in to help with the return, we may ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to issue a partial refund to the buyer even if you qualify to issue partial refunds under our seller protections.
Response options for item doesn't match the listing (with missing parts / wrong item, or it arrived damaged or faulty):
1. Accept the return - buyer will return the item to us for full refund, we should shoulder the return cost (upload return label / arrange pickup). Once we receive the returned item, we have maximum of 3 days to review the item and issue refund.
2. Give a full refund - we issue a full refund and buyer may keep or dispose the item. Refund must be done directly in the eBay case and in the CS backend
3. Offer a partial refund - we issue partial refund and buyer will keep the item (minor issues). Use this option when buyer agrees on your offer via 'Send buyer a message' option or once the deadline comes but cx is unresponsive. Add refund request on the backend only when the buyer has accepted the partial refuinf offer and eBay has sent the confirmation.
4. Send the buyer a message - any questions regarding the buyer's request, request for proof, offer or compensation or replacement. Take note: an agreement must be established 3 business days, otherwise, we must accept the return.
How long does a buyer have to send the item back?
Once the return is accepted, we'll provide the buyer with a date by which they should post the item back. If we don't see any indications that the item is on its way back to you, we may close the return to protect you from negative Feedback. Returns cannot be closed at the request of a seller.
- If you provided a return label: If you gave the buyer a pre-paid postage label and entered the tracking number, we may close the return if we don't see tracking scans or signals from the buyer showing the item was posted within 15 business days of when the label was provided.
- If you didn't provide a return label: If the buyer is responsible for return postage, we may close the return if we don't see tracking scans or signals showing the item was posted within 15 business days of the return being accepted. If you are responsible for arranging return postage and you don't provide a label, we may wait up to 35 business days from the date the return was accepted before closing the return.
Top Takeaway
1. Take note of 3 business days (keep a tracker for all open returns)
2. Establish an agreement within 3 business days
3. Accept the return after 3 business days if buyer is unresponsive or no agreement was established
4. Provide return label or book a pickup
5. Issue refund within 3 business days after receiving the returned item
6. Avoid defects, get ahead of eBay!
Action Plan (Must Do)
1. Tracker for monitoring returns
2. Complete Backend notes
3. Active Buddy System
4. Monitoring Defect Ratings
