Returns are a necessary part of retail. But they don’t have to be a burden. Because while returns can put strain on small businesses, if dealt with correctly, they can also differentiate your brand and elevate your customer experience to help you create a competitive advantage.
Of course, that’s not to say returns are straightforward. Buyers will try their luck from time to time. And despite our efforts to try and make the returns process as easy as possible for both buyers and sellers, we appreciate that issues will sometimes arise.
Our Help page on managing returns, missing items and refunds for sellers includes everything you need to know if something goes wrong with an order. It also includes information on when and how you can ask eBay to step in, or the process for appealing a decision on a case.
Below, we’ve outlined some practical steps you can take to help reduce the number of return requests you receive, as well as some of the ways we strive to protect our seller community.
8 tips to reduce eBay returns and avoid issues with buyers
1. Set up your return policy
By setting up a return policy, you can save time managing your return requests by creating rules that automatically accept returns or issue immediate refunds. By automating your return process and clearly stating your return policy in your listings, this helps you to provide a great experience for your customers - and is less effort for you.
2. Ensure listings are accurate
To set realistic expectations for buyers, make sure your listing titles and item descriptions are accurate. Provide as many item specifics as you can to let buyers know exactly what they're purchasing, including information such as: brand, size, colour and any damage to the item.
Learn more with our guide to creating great listings.
3. Use high-quality photos
Including high-quality photos enables buyers to clearly see what they’re purchasing. On top of this, it also helps your listings to stand out from the competition! You can now add up to 24 pictures, which we recommend you take advantage of. Or better still, why not bring your listings to life with videos?
Here are some tips to ensure your pictures look their best for buyers:
- Set your item against a plain white or neutral backdrop. If you’re shooting a shiny or reflective item like a piece of jewellery, a black background may work better.
- Avoid using flash, which can cause shadows, reflections, hot spots and greyness.
- Photos need to be at least 500 pixels on the longest side but we recommend you aim for 800-1600 pixels.
- Capture images of the top, bottom and sides of your item with detailed close-ups. Also include photos that clearly show any imperfections.
- Don’t overlay text such as “free postage” or seller logos, as this can prevent your listing from showing on sites such as Google Shopping (learn more here). Information like this should instead go in the title, subtitle, or item description.
4. Set realistic dispatch times
When stating your dispatch time, make sure it's something you can manage. Failing to post on time can lead to your item arriving late. If you ever need to take time away from running your eBay business, remember you can schedule a break using Time Away, which will also ensure estimated delivery dates are adjusted.
Please note that when using eBay labels, generating a label will mark the item as dispatched - even if you didn't hand the item over to the carrier on that day. For example, if you generate a label on a Saturday then drop it off on a Tuesday after a bank holiday, the buyer will have been notified on Saturday that it's on its way, which may result in them asking where their item is.
5. Use tracked services
Use a postage service that provides tracking and upload the details as soon as possible. This lets the buyer know where their item is and helps to protect you in case they claim they haven’t received their item. If you buy and print an eBay postage label, tracking information is uploaded automatically.
6. Package items with care
Items arriving damaged or broken are a common cause of returns. Packing items securely, in the right type of packaging for the items you’re selling, can help to make sure they get to your buyer in perfect condition. Here are some top tips for packing your sold items:
- Choose a container that's slightly larger than your item so you can cushion it with packing material on all sides.
- Surround your item with bubble wrap, packing peanuts, foam, or paper so there's no room for things to move around.
- Use clear or brown packaging tape, reinforced packing tape, or paper tape, which should be at least 2 inches wide.
- Tape the opening of the box and reinforce all seams and edges.
- Using sustainable packaging can also help your items stand out for more environmentally-conscious buyers
7. Clear communication with buyers
Occasionally, you’ll be required to work with your buyer to help them resolve any issues that may come up with their order.
If a buyer lets you know they have a problem with their purchase, please try and respond to them as quickly as possible. Keep in mind that you have 3 business days to resolve their issue before they can ask us to step in and help.
Do your best to be polite and professional in your responses - even when they're upset or angry. We appreciate this isn’t always easy, but it can help to provide a better experience and might make it easier to come to an agreement. If you or your buyer ask eBay to step in, please note that the messages may be reviewed.
Learn more about helping buyers if their item didn't arrive, or how to handle a return.
8. Dealing with used or damaged returns
If a return ever comes back used or damaged by the buyer, or with missing parts, Top Rated and Above Standard sellers can issue a partial refund and retain up to 50% of the refund value to cover the issue. When you issue a partial refund for an item returned used, damaged or with missing parts, we’ll also:
- Automatically remove negative or neutral feedback, defects, and open cases in your service metrics relating to that claim.
- Protect you from any chargebacks.
Sellers are the heart and soul of eBay - and we’ll always do what we can to make sure your experience is as pleasurable and profitable as possible. If you ever have any questions or issues with returns, don’t hesitate to reach out and ask for help.
Thank you for selling on eBay.
Your eBay Team
