As a seller, you're responsible for setting your own return policy. Some sellers choose to allow returns for any reason, while others only accept returns when something is wrong with the order. Either way, there are a few important rules that apply across the marketplace.
If a buyer receives the wrong item, their order arrives damaged, or it doesn't match the listing description, you'll generally be expected to accept the return and provide a refund. If a buyer simply changes their mind, your stated return policy will determine what happens next.
When buyers can open a return request
Buyers can always submit a return request, even if your policy says “no returns.” What happens next depends on the reason they give:
- Item not as described, damaged, or wrong item: You'll need to accept the return and provide a refund once the item is sent back.
- Change of mind or ordered by mistake: If your policy allows returns, the buyer can send the item back. If your policy says you don't accept returns, you're not required to approve the request—but you can if you'd like to offer a better customer experience.
Condition of returned items
Buyers are responsible for sending items back in the same condition they received them, and for packaging them securely. If a return comes back used, altered, or damaged in a way that lowers the item's value, you may deduct an appropriate amount from the buyer's refund to cover the loss.
Shipping the return
Who pays for return shipping depends on your stated policy. If you've agreed to cover return shipping, you'll need to provide a label or reimbursement. If not, the buyer is responsible for paying. Either way, it's important that tracking is provided so both sides can see the item is on its way back.
Timing and refunds
Once a return is accepted, the buyer should ship the item back promptly. When you receive it, you'll need to issue the refund within 2 business days. Refunds are always sent back to the buyer's original payment method, and the funds will be released from your payout balance once processed.
Your options for handling a return request
When a buyer opens a return, you'll see their reason and any details they provide. From there, you can:
- Accept the return: The buyer sends the item back for a refund.
- Offer a partial refund: You refund part of the amount, and the buyer keeps the item.
- Issue a full refund without return: For low-value items, you can refund in full and let the buyer keep it.
- Offer a replacement or exchange: If you have another copy or a similar item, you can work with the buyer on an exchange.
- Decline the request (if your policy is no returns and the request is just buyer's remorse): You aren't required to accept, but you may choose to.
Protecting yourself as a seller
- Always check the condition of the returned item before issuing a refund.
- If an item is returned used or damaged, you may deduct part of the refund to cover lost value (when eligible).
- Keep communication clear and timely—respond to requests within a few days to avoid unnecessary escalation.