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.
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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?
Buyers can always submit a return request, even if your returns policy says you don't accept returns. Whether you need to accept the return depends on their reason for opening the return.
If the buyer is asking to return the item because it's damaged, faulty, or didn't match your listing description, then you need to accept the return. If they've opened the return for another reason, for instance if they ordered the wrong item or changed their mind, then you aren't required to accept the return – however, where possible we always suggest providing a great customer experience.
What happens if the buyer used the item, or it's damaged while it's being returned?
It's the buyer's responsibility to make sure that the item is returned in the same condition, and ensure that it's packed properly and protected during delivery. 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.
What happens if the buyer doesn't send the item back?
Once you've accepted a return, the buyer should send the item back to you as soon as possible. If we don't see any indication that the item is on its way after 15 business days, we may close the return and protect you from negative feedback. Keep in mind that some returns can remain open for up to 35 business days.
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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 the buyer opens 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.
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 return address. 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
Open your Returns dashboard and select View return details from beside the case.
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 buyer's request depend 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 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 the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back.
Here are your response options:
Upload your own label – The buyer will send the item back to you for a full refund, including the original postage cost. 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.
eBay may automatically accept a return from a buyer on your behalf. Once you've received the item, you have 2 business days to review it and send a refund, or ask eBay to step in and help.
Give a full refund – The buyer will receive a full refund, including original postage costs, and they'll keep the item. This is a good option for low-value items.
Offer a partial refund – The buyer will receive a partial refund, 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.
Send the buyer a message – If you have any questions regarding the buyer's request, you can contact them directly. You can also use this option if you want to offer to let them exchange the item.
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.
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 may ask the buyer to return the item to you. You'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.
You accept returns in your policy and the buyer changed their mind about a purchase
If you stated in your listing's return policy that you accept returns, your buyer can return the item to you, even if they've changed their mind.
Here are your response options:
Accept the return – The buyer will send the item back to you for a full refund, including the original postage cost.
If you stated in the listing that you'll cover return postage costs, choose how you'll arrange for the item to be returned. eBay may automatically accept a return from a buyer on your behalf if the request was made within the return window permitted by your policy.
Once you've received the item back, you need to issue the refund. If you don't send the refund within 2 business days of receiving the item, we may automatically issue a refund on your behalf.
Offer a partial refund – The buyer will receive a partial refund, 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.
Send the buyer a message – If you have any questions regarding the buyer's request, you can contact them directly. You can ask us to step in and help if you can't agree on a resolution to the issue after 3 business days.
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 may ask the buyer to return the item to you. You'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.
You don't accept returns in your policy and the 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 be providing a great customer experience and encouraging the buyer to purchase from you in the future.
Here are your response options:
Accept the return – The buyer will send the item back to you for a full refund, including the original postage cost.
Additionally, you can advise the buyer that they'll be responsible for covering return postage 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.
Offer a partial refund: The buyer will receive a partial refund, 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.
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 may ask the buyer to return the item to you. You'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.
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 post the item back to you within 10 business days.
How to decline a return
You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns.
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 the buyer their money back, or once you receive the returned item, you need to send the refund within 2 business days. To do this, find the request in your Returns dashboard - opens in new window or tab and choose Refund buyer. If you don't refund to the buyer within 2 business days of receiving the item, we may automatically send the refund 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 untick the Relist item box when accepting the refund request.
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 giving the refund. Eligible sellers may be able to deduct an amount from the refund if an item is returned used or damaged. See our seller protections for more details.
What to do if an item is returned used or damaged
Once you receive the item back, you need to refund the buyer. However, 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.
See our seller protections for full details of eligibility and how we protect you in these situations. 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
If you qualify to deduct an amount from the buyer's refund:
Select Report Problem or Refund Now and enter the reason for the deduction.
On the next screen, select the percentage you want to deduct from the refund amount (see our guidelines below).
Add a comment explaining why the refund isn't full.
Select Refund now.
Guidelines for how much to deduct from the refund
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.
We know that you 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 we're asked to step in, 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 offered returns and your stated return window applies
You already offered to accept a return
If we're asked to step in at any stage, you'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.
The buyer is entitled to return an item that arrives faulty or damaged – even if you said in your listing that you don't accept returns.