Managing returns

Offer a great after-sales experience to keep buyers happy and coming back for more.

On this page

Managing returns and making them simple for your buyers is part of great customer service.

In some cases, buyers may want to return an item because it’s faulty, the wrong size or simply not what they expected.

Setting up your returns policy

Save time by setting up one or more returns policies for your items. You can automate returns by applying returns policies to your listings in bulk, depending on the types of items you sell.

Simply visit the returns section of our business policies to set up returns rules. It’s important you make all policy adjustments through business policies in order to qualify for seller protections against damaged returns. When you set up your return policy, you can select from two types of returns: buyer funded or seller funded. 

If you prefer to set returns based on individual items or you don't have business policies set up, you also have the option to set up returns on a listing basis. 

Set up your returns policy now →

Managing returns requests

When a buyer opens a return request on eBay, we’ll notify you by email and through your My eBay messages. If you offer returns on your listing, returns will be automatically accepted in most cases so the buyer can receive a return label instantly. In counterfeit or faulty/damaged claims, these are not automatically accepted and you will have three business days to respond to the buyer’s request.

You have the option to offer a partial refund even when eBay auto-accepts a buyer’s return request. You can do this until we can see the buyer has posted the item back to you. If the buyer accepts the partial refund, they’ll keep the item and receive the offered amount.

Learn more about handling returns requests →

Benefits of offering free returns (seller funded)

Offering buyers 30+ days of free returns gives you more search visibility, increased protection and can significantly increase your conversion:

1
Items with 30 day free returns sold 37% more on average than those that only offered buyer paid returns.*
2
We'll show a free returns badge on your listings and buyers can filter search results by free returns.
3
If you offer free returns, you can issue partial refunds if you receive a return not in its original condition. We’ll remove any negative or neutral buyer feedback.
4
Only 0.2% more returns occurred on items with 30 day free returns versus buyer paid returns on average.*

*Based on 2021 eBay Australia data. Past performance is no guarantee of future results.

Return postage options

We’ve partnered with both Australia Post and HUBBED to offer returns solutions that are simple, easy and keep your buyers happy.

Australia Post gives you access to a convenient returns service, at great prices. With deliveries to all major Australian capital cities and full tracking on their return deliveries, you can provide buyers with an excellent experience from start to end. We’ll add the tracking number to My eBay once the buyer’s booked the return.

  • Maximum weight = 22kg
  • Maximum single dimension (length) = 113cm
  • Maximum size = 0.25 cubic metres (length x width x height in metres)

Australia Post Prices (incl. GST and excl. fuel surcharge):

Australia Post’s fuel surcharge will apply on top of the returns cost below. Fuel surcharges fluctuate each month (1.33% average Mar 2021 - Mar 2022). These eBay negotiated rates are less than what you would pay at the post office for the same item, even including the fuel surcharge. 

Australia Post return rates are as follows:

From Zone

Up to 500gm

500g - 1kg

1kg - 3kg 

3kg - 5kg

5kg - 10kg

10kg - 22kg

Eastern seaboard metro and major regional

$7.96

$9.03

$9.78

$11.18

$13.28

$17.07

Adelaide

$9.18

$10.48

$12.27

$15.16

$19.53

$28.89

Perth

$10.40

$14.07

$18.26

$25.02

$35.08

$58.45

Tasmania, Rest of Victoria, Rest of New South  Wales, Rest of Southern Queensland

$11.62

$13.25

$15.68

$19.62

$25.55

$38.50

Northern Territory, Nth Queensland, SA Country, WA Country

$15.29

$17.62

$24.53

$35.50

$51.77

$88.85


As of 1 July 2024, Australia Post will change their returns pricing to the following:

Up to 500gm

500g - 1kg

1kg - 3kg

3kg - 5kg

5kg - 10kg

10kg - 22kg 

Eastern seaboard metro and major regional

$8.24

$9.35

$10.12

$11.57

$13.74

$17.67

Adelaide 

$9.50

$10.85

$12.70

$15.69

$20.21

$29.90

Perth 

$10.77

$14.56

$18.90

$25.89

$36.31

$60.50

Tasmania, Rest of VIC, Rest of NSW, Rest of Southern QLD 

$12.03

$13.72

$16.23

$20.30

$26.44

$39.84

Northern Territory, Nth QLD, SA Country, WA Country 

$15.83

$18.24

$25.39

$36.74

$53.59

$91.96


Learn more about organising returns postage →