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April 30, 2012

Returns and Refunds: Wait for the return (and other tips and options)

If you haven't been asked for a refund yet, great! If you have received such a request, you are not alone; most sellers get a refund request sooner or later.

Check out these tips and options for handling refund requests that involve the possibility of a returned item:

  • After you authorize a return request, you can wait until you receive the returned item from the buyer before you issue the refund. In fact, we encourage it. After you refund an item, you are still welcome to ask the buyer to return it, but there is no way to compel the buyer to return the item if you already issued the refund.
  • If you prefer, you can allow the buyer to keep or discard the item even if you decide to issue a refund. Sometimes this is the most efficient and customer-friendly choice.
  • If a buyer returns an item to you in worse condition than it was in when you sent it, you have the option to issue a partial refund.
  • If you decide to issue a partial refund, explain your decision to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
  • If you described and listed an item accurately, but the buyer simply decides not to keep it, you have the option to refund the item price and retain the shipping costs.
For more information, search on "manage returns" in seller Help.

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