How to Handle Returns

Process Returns Professionally

Handling returns well builds your reputation and encourages future sales.

When a Return Request Comes In

1. You'll receive a notification
2. Go to your seller dashboard
3. Click on the return request
4. Read the buyer's reason
5. Review any photos they provided

Your Options

• Approve: Accept the return as requested
• Partial Refund: Offer partial refund to keep item
• Replacement: Offer to send a replacement
• Decline: Deny return with explanation

Approval Process

If you approve the return:

1. Click "Approve Return"
2. Specify who pays return shipping
3. Provide return address
4. Set deadline for return (usually 14 days)
5. Buyer ships item back with tracking

Receiving the Return

1. Inspect returned item carefully
2. Take photos of condition
3. Compare to original condition
4. Check if all parts are included

Issuing Refund

If item is acceptable:

1. Click "Issue Refund"
2. Enter refund amount
3. Deduct return shipping if policy allows
4. Deduct restocking fee if applicable
5. Confirm refund
6. Buyer receives refund within 1-3 business days

If Return Item Is Damaged

• Document with photos
• Contact buyer immediately
• Offer partial refund
• If dispute can't be resolved, open arbitration

Best Practices

• Respond to return requests within 24 hours
• Be professional and courteous
• Try to resolve without arbitration
• Learn from returns to improve listings
• Update descriptions if same issue occurs multiple times