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Bringing our returns policy up to date

Bringing our returns policy up to date

Our research has shown that returns are a real priority when buyers decide to shop, and that some sellers could benefit from improved conversion by extending their returns policies.* As such, we’re updating our returns policy to meet customer expectations and the standards in today’s market.

What you need to know:

  • We’re updating our returns policies to make sure that they’re in line with today’s market, along with what buyers expect. This will give buyers more confidence when they’re shopping.
  • We’re also reducing the number of returns policy options within select categories, to make things simpler.

From May 2018 we will remove the 14-day returns duration for new listings within these categories:

  • Fashion
  • Health & Beauty
  • Home & Garden
  • Sports, Hobbies & Leisure
  • Media
  • Vehicle Parts & Accessories
The four returns policy options available for buyers within these categories will be:
  • 30-day buyer pays return postage
  • 30-day free returns
  • 60-day buyer pays return postage
  • 60-day free returns

We recommend that you start changing your return policies now. We will be migrating listings that have policies that are not consistent with the new set later this year, and will share more details in spring..

If you already offer 30-day returns, there won’t be any changes to your listings.

You can also set returns policies yourself, with the flexibility to set different return policies for domestic and international returns. For example, you can choose to offer free returns domestically and, in the same listing, offer paid returns to an international buyer.

The change in return policies will result in a smoother returns experience that buyers look for when shopping on eBay. As an added benefit, you may see a conversion lift by updating your existing return policies. In 2017, we found that sellers who changed their returns policies from 14-day to 30-day returns experienced an average 13% lift in their conversion rate.*

Because we are standardising returns, we will remove the Additional return policy details field that some sellers may use to include details of their returns policies. Removing the field will simplify returns for buyers.

* Conversion lift based on data from eBay.co.uk during October to December 2017 and is normalised by Seller Standard, item price and category. Individual results may vary. eBay does not guarantee that each seller will experience the same lift or any lift at all. Free returns refers to when the seller pays return postage no matter the reason for return.

Frequently asked questions

 

Why is eBay making this change?

 

If I offer more generous returns, won’t my returns rate increase?

 

Does this change apply to all categories?

 

Will the change apply to used and refurbished items as well?

 

Where do I update my returns policy?

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