4 min article

Return postage for sellers

Who pays for return postage – you or the buyer – depends on the reason they're returning the item and your return policy.

Read our most popular questions and answers on how to handle return postage for items you've sold. You can also find more information in our full article below.

I don't accept returns – why do I have to pay for a return postage label?

If the buyer is returning an item because it's damaged, faulty, or didn't match your listing description, eBay Money Back Guarantee allows them to return it for free. That means that you'll need to accept the return and cover the cost of return postage, even if you don't normally offer returns.

eBay may automatically accept a return request on your behalf if it falls within the terms of the eBay Money Back Guarantee policy and an eBay return postage label is available. Once you've received the item, you have 3 business days to review it and issue a refund, or ask eBay to step in and help.

What happens if the item is damaged while it's being returned?

When returning an item, it's the buyer's responsibility to ensure that it's packed properly and protected during delivery. If the item is damaged while it's being returned to you, you may qualify to deduct an amount from the buyer's refund.

What happens if the item is lost while it's being returned?

In general, whoever pays for return postage is responsible for ensuring the item arrives at its destination. If you paid for the return postage, you'll need to work with the carrier to try and find the item. If the buyer paid, they'll need to contact the carrier instead.

What happens if the buyer refuses to pay for return postage?

Who's responsible for return postage costs depends on why the item is being returned. If the buyer is returning the item because it's damaged, faulty, or didn't match your listing description, then you're responsible for the return postage costs, even if your returns policy says you don't offer free returns.

If the buyer is sending the item back for another reason, for instance, if they ordered the wrong item or changed their mind, then they'll need to pay for return postage, unless your returns policy states you offer free returns.

If the buyer is responsible for return postage costs, and they refuse to pay, you can ask us to step in and help resolve the issue.

If you're paying for return postage, an eBay return label may be provided to the buyer automatically, or you may be prompted to buy an eBay return label if you're handling the return manually.

If an eBay label isn't available, or you've chosen to enable RMA numbers in your Return preferences - opens in new window or tab, you can use one of the other options outlined on this page. Go to your Returns dashboard - opens in new window or tab and select View return details to choose how you'd like to have the buyer send the item back to you.

Important
We recommend using a tracked service for return postage. For items that have a total cost of $750 or more, signature confirmation is required.

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.

Who pays for return postage

If the buyer is sending an item back because it doesn't match the listing or it arrived damaged or faulty:

  • You're responsible for the cost of return postage, even if you don't offer returns.
  • If you don't give the buyer a way to return the item and eBay is asked to step in on the return, we may refund the buyer (at your expense) and let them keep the item.

If they simply changed their mind or ordered the wrong item:

  • Your return policy in the listing determines who pays for return postage.
  • If you stated you offer free returns, you'll have to pay.
  • If the buyer's paying return postage, you just need to accept the return request, then wait to receive the item back.

Buy an eBay return label

Providing a return label through eBay makes it fast and easy for your buyer to return the item, with tracking uploaded automatically to the return request when the item is posted.

eBay return labels with Australia Post or HUBBED are available for most domestic returns. The buyer can simply print the label and drop the parcel off to send it back to you.

For some returns, we'll automatically accept the return on your behalf and provide an eBay return label to the buyer. If you're handling the return manually, you'll see the option to authorise the buyer to use an eBay label, if one is available.

Here's what to do:

  1. Go to your Returns dashboard - opens in new window or tab and select View return details.
  2. Select Provide an eBay label.
  3. Select the carrier and confirm the label cost.
  4. Confirm your return address on the label.

You'll only be charged for the label if it's used. When the package is scanned by the carrier, the postage cost is deducted from your sales proceeds or charged to your on-file payment method. We may ask you to accept a billing agreement to authorise payment for these kinds of charges.

Tip
If you'd prefer to offer buyers another method to return the item in future, you can set up the RMA number option in your Return preferences - opens in new window or tab.

Simply tick the box next to Give me the option to add a RMA (return authorisation number). Your preferences will be applied to any future return requests.

Returns that aren't eligible for an eBay return label

Sometimes you'll need to provide your own label or help the buyer return the item in another way, including:

  • Sending items internationally: eBay return labels are only available for items returned within Australia. If you or the buyer are overseas, you'll need to provide your own international label or make alternative arrangements.
  • Sending a return with insurance: Insurance isn't available for eBay return labels. If you or the buyer prefers to insure the item, you'll need to buy your own return postage with insurance.
  • Returning multiple packages: Only one eBay return label can be issued per item. If the buyer needs to use multiple packages to send something back, you'll need to buy your own return postage for each package.
  • Item is outside carrier guidelines: eBay return labels are only available for items up to a certain size and weight. If the package is outside of these limits, or can't be sent through the mail, you need to provide your own label or make alternative arrangements.
  • Item was originally delivered by freight or local pickup: An eBay return label won't be available. You need to make alternative arrangements with the buyer, such as arranging a pickup or having them drop the item off to you.

Provide your own return label

If an eBay return label isn't available or if you've previously enabled the RMA number option in your Return preferences - opens in new window or tab because you want to use your own carrier, you can upload a pre-paid postage label for the buyer to use. Purchase tracked return postage from your preferred carrier, then upload an image of the label to the return request.

Here's how to send your own return label:

  1. Go to your Returns dashboard - opens in new window or tab and select View return details.
  2. Select Upload your own label.
  3. Select the upload image icon.
  4. Choose the label you want to send to your buyer.
  5. Select your carrier and enter the tracking number.

Where to purchase your own label

If you don't already have an account with a courier, you may be able to use one of these providers:

For bulky items over 70kg, you may need to work with the buyer to make alternative freight arrangements.

Ask the buyer to use a label you sent with the item

If you included a return postage 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:

  1. Go to your Returns dashboard - opens in new window or tab and select View return details.
  2. Select Confirm you already sent a label.
  3. Select your carrier and enter the tracking number.
  4. Add a message to the buyer.
  5. Tick the box beside I provided a return label with the original item.

Tip
If you normally include return postage labels when sending items, make sure you've set up the RMA number option in your Return preferences - opens in new window or tab.

Simply tick the box next to Give me the option to add a RMA (return authorisation number). Your preferences will be applied to any future return requests.

Help the buyer return the item in another way

If no return label is available, you can provide the buyer with another method of returning the item. For instance, you can arrange to pick up the item in person or let them drop the item off at your closest physical store.

Here's how to get in touch with the buyer about returning the item:

  1. Go to your Returns dashboard - opens in new window or tab and select View return details.
  2. Select I'll help the buyer return the item in another way.
  3. Add a message to the buyer.

Important
Please ensure you contact the buyer through the return request so that we can see that you've been in touch, and that you're specific about what the buyer should do.

Sending funds for the return postage cost

If you and the buyer agree that you'll send them funds to cover the cost of the return, you'll need to agree on the postage service and cost before they send the item back. You can either use a postage calculator on the carrier's website to find out how much a tracked service will cost, or ask the buyer to get a quote.

You'll then need to send the buyer a separate payment in advance for the return postage charges, as you won't be able to include these when you refund the item price and original postage costs after receiving the item back.

Tips for international returns

Language barriers may make it difficult to buy an international return label online. If you need help, get in touch with your buyer. If they agree, you may be able to send them funds to cover the postage cost.

Customs forms and charges

If you haven't supplied your own return label, the buyer will need to fill out custom forms when sending the item back. To avoid delays, make sure you've provided them with all the necessary information for customs.

Since you're the recipient of the parcel, you'll be responsible for paying any customs, brokerage, service or duty fees. We recommend that you don't falsify information on the customs form because it's against the law.

If you offered free returns, or if the item was faulty, damaged or didn't match the listing, you'll be responsible for return postage costs.

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