How should I handle returns?
If you stated in your listing’s return policy that you accept returns, your buyer can return the item to you, even if they’ve changed their mind.
Here are your response options:
Accept the return: The buyer will send the item back to you for a full refund. If you offered free shipping, you’ll need to refund the buyer the full amount of the item, including the original shipping cost. You can’t deduct the original shipping cost from any refund amount.
If you stated in the listing that you’ll cover return shipping charges, choose how you’ll arrange for the item to be returned.
eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available, and the request was made within the return window permitted by your policy. Once received, you will have 2 business days to review the returned item and issue a buyer refund, or ask eBay to step in and help.
Offer a partial refund: You’ll issue a partial refund to the buyer, and they’ll keep the item. This can be useful when the buyer ordered the wrong thing by accident—for example, the wrong color or size—and you’d like to offer them a gesture of goodwill.
Give a full refund: You’ll issue a full refund to the buyer, and they’ll keep the item. This is a good option for low-value items.
Send the buyer a message: If you have any questions regarding the buyer’s request, you can contact them directly.