4 min article

Return postage for sellers

Who pays for return postage – you or the buyer – depends on the reason they're returning the item and your return policy.

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

If the 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 postage, even if you don't offer returns.

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

Tip
We recommend using a tracked service for return postage. 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.

Return postage options

When you're responsible for return postage, you can choose from a couple 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 post the item back to you.

Upload your own label

When you're responsible for return postage costs, the primary option available to you is to provide your own return label from a carrier of your choice.

When you use this option, make sure to upload the label and tracking details to the buyer's return request. For items that have a total cost of £450 or more, signature confirmation is required.

How to upload your own label

Postage labels for international returns

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

If they agree, you'll need to send funds to cover the cost. Ensure the buyer uses a tracked service, and includes signature confirmation if the item has a total cost of £450 or more.

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

If you included a return postage 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 the funds for the return postage cost

Use the carrier's postage calculator to find out how much return postage 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 a tracked service, and signature confirmation if the item has a total cost of £450 or more.

Here's how to send funds to the buyer:

  1. Contact the buyer through Messages, 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 have 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'd 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.

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