How to handle eBay returns

If you’re not sure about the item - or items - you’ve bought from eBay, the first thing to do is check the seller’s return policy. 

• If the seller doesn’t offer returns, you’ll need to speak to eBay about the issues you have, and ask them for a refund. Private sellers don’t have to offer returns, but they’re still subject to eBay’s Money Back Guarantee
• If the seller does have a returns policy, you can start the returns process within your eBay account

 Who pays for return postage on eBay?

• If you’re returning an items because it's faulty, not as described, or damaged, the seller has to pay return postage costs
• If the item is fine and as described but you’ve changed your mind, you have to pay to send it back within 14 days

 The eBay returns process

Here’s what should happen when you request a return from an eBay seller. 

• Select the item you want to return in your eBay account, and start a return
• The seller with then get an email request - they have 8 calendar days to review your return request and respond to you

Sellers can either:

• Send you a message to try and troubleshoot the issue
• Offer a partial refund
• Accept the return and send you a postage label
• Accept the return and ask you to take care of postage
• Refund you and let you keep the item

If the seller doesn’t respond to your return request after 8 days, contact eBay - they’ll then step in and ensure you’re refunded.

How to return an eBay item if the seller is paying for postage

A seller will normally pay for postage if you’re returning an item which doesn’t work, or arrives damaged/broken. 

If the seller is covering postage, it’s up to them to make sure your return arrives safely back with them. They’ll use one of the two options below:

• An eBay return postage label – This is a pre-populated label which you print out at home and stick to your parcel
• A postage label from their preferred carrier - this can either be printed out at home, in a local newsagent (e.g. if they’re using Evri or InPost services) or in your local Post Office

If your seller’s local, they may allow you to make in-person returns in their store.

How to return an eBay item with Royal Mail if you’re paying for postage

If your item’s arrived safely but you’ve changed your mind, it’s likely you’ll be responsible for covering return postage. 

• You can either pay for postage using an automatically-generated eBay return postage label, which you stick to your parcel
• You can send the item back using Royal Mail for additional peace of mind 

If you choose to use your own carrier, we recommend using our Tracked24 or Tracked48 services.

Using tracking works to keep you and the seller happy - you can both see the parcel’s progress, and you can also add the tracking number to your eBay account. This means that eBay can also see your parcel’s journey, and step in if there’s an issue. 

• Buy postage online and select our Royal Mail Tracked 24® or Royal Mail Tracked 48® service
• Print the postage label yourself or use a QR code to print it in-store
• Either have your parcel collected from the comfort of your home - or drop your parcel off at a local parcel drop-off point

If you’d like to have your parcel collected from home and you don’t want to pop out to print off a label in your local Parcel Postbox, Parcelshop or locker, you’ll need to be able to print your postage label at home.

Once you have your tracking number, you can track your parcel’s journey back to the seller.

How to add a tracking number to your eBay return

When you’re returning an item, it’s vital you use a service that provides tracking and upload the details to the return request.

If you use a Royal Mail Tracked service, here’s how to add the tracking information to your return in your eBay account:

• Open the return request in your purchase history
• Select ‘Royal Mail from the dropdown list
• Enter the tracking number, being careful to enter it exactly as it’s printed on your receipt
• Select ‘Mark as sent’

If you're returning an item that is worth £450 or more, you'll need to use a tracked service with signature confirmation. Both our Royal Mail Tracked 24® and Tracked 48® services offer the option to add signatures upon arrival, so you’ll have peace of mind your parcel’s been delivered.

How to package an eBay return

It’s easy to make sure that your item(s) arrive back with the seller in great condition - follow the steps below to ensure your return and refund goes smoothly.

• Include everything that came with the original package - for example, batteries, screws and fixtures, or any supplemental items
• Include a print-out of your original purchase documentation, as well as your name, phone number and address
• Make sure all the items are secured within the parcel and wrap them securely using bubblewrap or soft packaging materials
• Ensure the box you’re using is sturdy - reinforce the joins, sides and corners with packing tape if needed
• You don’t have to use the original box. If the box your items were sent it is damaged, you’re better off using a new box which will travel better