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The basics of returns management: reducing returns while protecting your service status
Summary: de.news@ebay started a discussion on mastering returns management, focusing on strategies to reduce product returns while maintaining a high service standard.
Dear sellers,
Returns are now an integral part of online shopping. For smaller businesses, they can be a burden. However, when handled properly, your returns service also gives you the opportunity to make your customers very happy and gain a competitive advantage.
On our help page on returns, items not received, and refunds for sellers you’ll find information on what to do when something goes wrong with an order and when and how you can ask eBay for help. You can also learn how to appeal a decision in an open case.
With the information below, we want to help you process your returns smoothly. We also give you practical tips on how to reduce return requests and what measures you can take to protect yourself.
8 tips for reducing returns on eBay and avoiding problems with buyers
Set your return terms
By setting return terms, you can save time managing return requests. You create rules that automatically accept returns or issue instant refunds. If you automate the return process and clearly state your return policies in your listings, you give your customers an optimal shopping experience - and you have less work.
Make sure your listings are accurate
To meet your customers' expectations, you should make sure that your listing titles and item descriptions are accurate. Describe as much detail as possible so buyers know exactly what they’re buying. The following information should be included: brand, size, color, and any damage to the item.
For more information on how to create your listings optimally, visit the Seller Portal.
Use high-quality photos or make a video of your item
High-quality photos give your buyers an accurate picture of the item they are buying. Good item photos can also help your listings stand out from the competition. You can add up to 24 pictures to your listings. Upload as many images as possible for your listing. Or even better, upload a video of your item in your listing. Here's how it works
Here are a few tips for good item images:
Photograph your item against a white or neutral background. If you're photographing a shiny or reflective item such as jewelry, a black background may be more suitable.
Avoid flash, which can cause shadows, reflections, spots, and a gray haze.
The longest side of a photo should be at least 500 pixels, but we recommend 800-1600 pixels.
Take pictures from above, below, and from the sides of your item with detailed close-ups. Also take photos that clearly show any flaws.
Do not place logos or text such as "free shipping" over your photos. This could mean that your listing will not be shown on sites like Google Shopping. Instead, such information should appear in the listing title, subtitle, or item description.
Set realistic shipping times
When stating your handling time, make sure that you can actually meet it. If you do not ship on time, your item may arrive late. If you want to take some time away from your eBay business, remember to plan for it with our away tool . Delivery times will then be adjusted accordingly.
Note: Please note that when using eBay shipping labels, the item is marked as shipped as soon as the label is created, even if you do not hand the parcel over to the carrier on that day. For example, if you create a label on a Saturday and drop off the item on Tuesday after a public holiday, the buyer will be notified on Saturday that the item is on its way, which may lead to questions about why the shipment has not yet arrived.
Use shipping providers that offer insured shipping with tracking
Use a shipping provider that offers tracking and upload your shipment data promptly. This way your buyers can see where the shipment is, and you’re protected if they claim they didn’t receive the item. If you buy and print an eBay shipping label, the tracking information is uploaded automatically.
Pack items carefully
Items that arrive damaged or broken are a common reason for returns. By packing items securely and in the right packaging for the items you sell, you can help ensure they arrive at your buyer in perfect condition. Here are some tips for packing your orders:
Choose packaging that is slightly larger than your item so you can cushion it on all sides with protective filler.
Surround your item with enough filler material so it cannot move around in the package.
Use tape that is about 5 cm wide.
Seal the opening of the box.
Using sustainable packaging can make environmentally conscious buyers even happier.
Clear communication with your buyers
Occasionally you’ll need to work with your buyers to find a solution to problems with their order together.
If a buyer lets you know there is a problem with their order, please respond promptly. Keep in mind that you have 3 business days to resolve the issue before buyers can involve eBay.
Do your best to respond politely and professionally - even if the customer is upset. We know that’s not always easy, but it can help improve the buying experience and reach an agreement. If you or your buyer ask eBay for help, your messages may be reviewed.
Learn more about how to help buyers when their items haven’t arrived, or how to handle a return request.
Handling used or damaged returns
If a returned item has been used or damaged by the buyer or is missing parts, Top Rated sellers with Above Standard service status can issue a partial refund of up to 50% of the refund amount.
In the event of a partial refund, we support you:
with automatic removal of negative or neutral feedback, defects, and open cases related to this claim.
with protection against chargebacks by the buyer.
If you have any questions about returns, get in touch with us. We’ll find a solution together.
Also listen to our podcast on returns management.
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Kind regards
Your eBay team
