Ebay's Return Request Policy

Ok so I have been selling on ebay for a couple of years, not large amounts but a few hundred dollars per month. I sell used stuff and expect some returns. I sell computer parts so some people don't know what they are buying and will send things back, it happens.

Ebay is now "pushing" for buyers to "Request Return" on items. There is an easy "Request Return" button(it may not say that exactly) that buyers look to as the quick easy(and correct) way to get something returned and a refund.


As a seller you get notified of the "Return Request" There are four options that you can respond to the return request.

Accept the return: pay return shipping and full refund

Send the buyer a partial refund and not require the return of the item.

Send the buyer a message.

The other option I don't recall what it was but doesn't fit into the possible responses I would require for my last return.

THERE IS NO OPTION FOR THE BUYER TO RETURN THE ITEM AT THEIR EXPENSE AND RECEIVE A PARTIAL REFUND.

My most recent return was for a touch screen for an hp omni 100 all in one screen. The request was under the section, Not As Described even though the manufacture's name and model number was in the heading, description and the photos.

In the reason for the return the buyer said my screen didn't fit his hp omni model 205, and that my screen had three electrical connections, his had two and his screen was a different manufacture and of course model. He even included photos of his screen to show the difference.

After back and forth messages with the buyer we agreed on a partial refund once the screen was returned in good condition. I got the screen back today and was checking to see if ebay had recognized it had been delivered yet. What I found out was that ebay had left me a note:

Once the tracking shows the return of the item ebay will automatically take the full amount out and maybe even the shipping from my paypal account and refund it to the buyer.

I will take you back a little on this one, the day the screen sold and before I shipped it I sent a message to the buyer. My question was stated: "I am wondering since you have no feed back if you are experienced in replacing parts like this?" The response was: My father is an electrician and is certain he can do it.


In the end I wish I had just pushed the button that said give a partial refund, which allows the buyer to keep the item and been done with it. Even a full refund and no return would be far better than dealing with the multiple ebay employees who are only authorized to read from a scrip.

I know others here who have stated their dislike for ebay but for me its the very best place to sell for more than scrap. I not requesting or expecting any advise for this or future incidents with returns on ebay, it is what it is.


Best of luck, Mike

I to hate the new returns button. If they put not as described you as the buyer have no option outside of what you stated to not pay return shipping. This is what I do. Accept the return and pay the shipping. When you get the item back go over your ad with a fine tooth comb and make sure its as described. Then you have to appeal the return if it is as described. What will usually happen then is ebay will refund the buyer under their protection policy and also pay you under the sellers protection policy. I have had to do this more then once because ebay makes it far to easy for buyers to return something because they screwed up. Hope this helps.

I sell computer parts, so I get a fair amount of returns for incompatible parts (Such as people trying to stuff a quad core CPU into a board that won't take it). After it's done, call eBay's customer support, and explain if it's an item that didn't fit instead of a not as described one. You get hit on your seller's "report card" for not as described, so I make sure to have them correct it when it's an item that was incompatible.

I'm not a fan of eBay, but it's better than some of the local people I've had to deal with. I'll take what I can get....

I call Ebay and defend my case like a CHAMP. I have a LONG TOS I use and I will fight tooth and nail. I have won the 2 disputes I have had in the last year by doing so...but I am PERSISTENT. They gave the buyer one and I APPEALED it...finally got someone that actually READ the ad and SAW the specifics of what I wrote (it was a My Little Pony my wife owned when she was a child...hey don't judge, it was worth a fair amount actually). Once I appealed, I won.

The point is, treat this as business like any other part of your business. You would stand up if some jackass tried to pull something if you had a store...this should be no different. GRANTED, you are not FULLY in control of this store, so some extra care is needed. Use a good TOS, CLEAR return policy and stick to your guns. If you happen to get crappy feedback, respond and defend why you did what you did. If you have an easy to find presence and answer emails promptly along with really GOOD, detailed descriptions (mine has some bold or colored text for my return policy where they CANNOT miss it).

I also do not get bullied by Ebay and the sorry A%% policy of the buyer always being right...the customer is NOT always right in my view and I push back accordingly. Do NOT give them the ability to make you have a refund policy outside what you want to do....when they finally change the policy again, then rethink what you are selling on there.

Good luck and don't take any BS!

I've seen WBSTS's return policy. It's a very, very good policy.... mine is based off of it.

The other thing that a good return policy can do is to stop returns. I had a buyer complain about a laptop that wouldn't run his game (It wasn't a gaming laptop by any stretch of the imagination). He sent me a message complaining about it. I quoted the terms of the policy and the specs in the listing, basically saying that he had no recourse. He never did anything at all.

Your TOS and return policy can be one of the largest money savers in your store. Read them over and over, and make sure they're watertight. They'll keep your ship afloat

I'd talk with Webuyselltradestuff. My policy is based off of his. He shared it on here a while ago, and I asked if I could base mine around it.

His terms will help you more, as I've adjusted mine to be item-specific. If you'd like me to post one of them, I certainly can. But, unless you deal in computer components, a clause about overclocking won't apply

Originally Posted by matador

I'd talk with Webuyselltradestuff. My policy is based off of his. He shared it on here a while ago, and I asked if I could base mine around it.

His terms will help you more, as I've adjusted mine to be item-specific. If you'd like me to post one of them, I certainly can. But, unless you deal in computer components, a clause about overclocking won't apply

Yes I would like you to post it if you have the time and inclination.

I am happily surprised by the quality of the responses(I should not be) to this thread.

A special thanks to PTS whom I own a great deal for his sharing of knowledge making me much more successful in my business. Mike