How to Write a Return Policy for eBay Listings

A fair return policy on eBay is critical for building your customer base. Shoppers are more likely to buy from you if you have a fair refund policy. They may never have to use it, but a refund policy gives customers peace of mind that they can get their money back if they want to. You are giving your customers options and empowering them. Look at what other eBay sellers offer as a return policy. Learn how to write a return policy that will help increase your sales.

Difficulty: Easy

Instructions

1. A fair refund policy allows refunds within 14-30 days. This time frame gives the buyer a long enough window to return the item. Some sellers only allow returns within 3-5 days. A prospective buyer may look at a 3-5 day return policy and decide against buying the item because the return time is too short. Extending the return time frame doesn’t mean that you will have more returns, but it may mean more sales since customers may be more comfortable making the purchase.

2. Accept returns for any reason, not just if the item is grossly misrepresented, as many eBay sellers state in their return policies. It really doesn't matter why the customer wants to return the item, if they aren't happy, you lose as a seller. The buyer gets the last word, even if they didn’t even read your policy. You are risking negative feedback and losing a customer who will never buy from you again.

3. It is fair to ask the buyer to pay return shipping charges. If the buyer decides to return the item for a reason that is beyond the seller's control, such as a clothing item didn't fit or the buyer doesn't care for the color, the buyer should pay return shipping. If the buyer is returning the item for a reason that is the fault of the seller, such as the item is damaged or not the correct item, the seller should pay. These issues can be worked out on a case by case basis. But, just to cover yourself, include a statement in your return policy that that buyer is responsible for return shipping unless the seller has made an error.

4. If an item is returned, you can always re-list the item again. Refund the customer’s money, and then go to eBay and find the item in your archived listings. Relist the item with one click, and you are done. You can still get positive feedback from the first buyer, especially if you promptly process his refund and include a professional email thanking him for his business. Make the customer happy and get positive feedback.

5. Check the resources links below for more helpful information regarding eBay selling.

Tips & Warnings

• Remember, the customer always gets the last word on eBay.

Resources

• Free eBay Coach Selling Guide
• eBay Store Critique
• eBay Moms Facebook Group

[maple3121]

on 8/14/2009 Thank you for this explanation! I heard your podcast about offering 100% money back guarentee but I wasn't sure how I should state it in my listing.

[kaseysviewblog]

on 7/17/2009 A refund policy is always a good idea!