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 shipping even if you don't offer returns.
If they simply changed their mind or ordered the wrong item, who pays for return shipping 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.
We recommend using a tracked service for return shipping. 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 shipping options
When you're responsible for return shipping, you can choose from a number of options in the return request form. To get to the return request form, go to your Returns dashboard 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 ship the item back to you.
Providing your own pre-paid label
If you'd rather the buyer use your preferred shipping carrier for return shipping, you can provide your own return label.
When using your own carrier, make sure to upload the label and tracking details to the buyer's return request. For items that have a total cost of $750 or more, signature confirmation is required.
Here's how to send your own label from the View return details section:
- Select Upload a shipping label and then the upload image icon.
- Choose the label you want to send to your buyer.
- Select your carrier and enter the tracking number.
Shipping 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 for items with a total cost of $750 or more.
International returns and customs
If you're sending funds to cover the shipping cost, the buyer will be required to fill out the customs forms.
To ensure there are no delays with your return, provide all the necessary customs information to the buyer. Double check that your information is correct, as falsifying a customs form is against the law and eBay policy.
Since you're the recipient of the parcel, you'll be responsible for paying any customs, brokerage, service charges or duty fees
Ask the buyer to use a label you sent along with the item
If you included a return shipping 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:
- Select your carrier and enter the tracking number.
- Add a message to the buyer.
- Tick the box beside I provided a return label with the original item.
Offer to send funds for the return shipping cost
Use the shipping calculator on the carrier's website to find out how much return shipping 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 tracking, and on items that have a total cost of $750 or more, include signature confirmation.
Here's how to send funds to the buyer:
- Contact the buyer through Messages, and ask how they would like to receive funds to purchase a return label.
- Send the funds using the buyer's preferred method.
- Ask the buyer to confirm that they've received the funds, and to upload tracking to the return request so you can see that the item is on it’s 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 location. 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.
Sometimes returning an item may require additional, alternative shipping arrangements, such as:
- Shipping a return with insurance: If you or the buyer prefers that an item be returned with insurance, purchase your own return postage with insurance
- Returning multiple packages: If the buyer finds that they need multiple return shipping labels to ship multiple packages back to you, ask them to contact you to make shipping arrangements for the packages
- Item is outside Canada Post guidelines: If the package is outside of Canada Post guidelines, you need to make alternative shipping arrangements
- Item was originally delivered by freight or local pickup: When you're responsible for return shipping costs and you need to make alternative shipping arrangements, speak to the buyer to agree on the service and cost before they send the item. Make sure that they include the packing slip, tracking, and for items with a total cost of $750 or more, signature confirmation
When the buyer wants to return an item using alternative shipping arrangements and you're responsible for the return shipping charges, they'll need to work with you to agree on the shipping service and cost before returning the item.
If the buyer uses alternative shipping arrangements, the return shipping charges aren't included in any eBay Money Back Guarantee refunds, even if you agreed to pay return shipping charges.