eBay return request opened: answer it before eBay has to
A return request starts a 3-business-day clock. Answered in time, with the reply that fits the reason, it is a routine return. Left alone, the buyer can ask eBay to step in, and a case eBay closes without your resolution counts against your account.
We fix it for you: eBay defect removal and account healthStep by step: The eBay returns policy for sellers
What an eBay return request means for you
eBay returns come in two kinds, and the reason the buyer picks decides what you owe. A remorse return (changed mind, ordered by mistake) follows the returns policy in your listing: if you accept returns, you take it back, and the buyer pays postage unless you offer free returns. A not-as-described return (damaged, faulty, wrong item, different from the listing) is covered by the eBay Money Back Guarantee even if your listing says no returns, and the seller pays the return postage.
Either way, you have 3 business days from the request to respond. Once the item comes back, you have 2 business days to refund, unless the return details show a longer deadline. If you do not respond, or you cannot agree, the buyer can ask eBay to step in.
The return itself is not the risk. The risk is eBay closing the case without your resolution: under eBay's seller performance policy those count against the account, and too many push it towards Below Standard.
Your options inside the 3 business days
- Accept and send a return label
The standard route. For a not-as-described return you pay the postage; for a remorse return the buyer does, unless you offer free returns.
- Refund and let the buyer keep it
Often cheaper than return postage on a low-value item, and it closes the request at once.
- Offer a partial refund
For a small flaw on an item the buyer is otherwise happy with. It usually costs less than postage both ways.
- Offer a replacement or exchange
Where you have stock, it keeps the sale and settles the request.
- Message the buyer first
A question about the problem sometimes settles it. Ask early, so there is still time to settle the request inside the window.
Before you reply, review these
- The return reason the buyer chose: remorse or not as described
- Your listing as the buyer saw it: title, condition, photos, item specifics and description
- Tracking and delivery confirmation for the order
- Your packaging photos, if you take them
- The message history with the buyer
- The deadline in the return details, and today's date
Want us to read your notice?
Send it for a free review. We tell you which route applies and what to do first, within 24 hours.
How Slayva handles returns and cases
We read the request, the listing and the order history, and tell you which reply fits: a label, a refund, a partial refund, or evidence for eBay. Where a case reaches eBay, we put together the listing, tracking, packaging and message evidence it asks for, inside the deadline. Then we look at why returns are happening, from listing wording and photos to packaging and carriers, so fewer start.
- Return reason and obligations read first
- Replies sent inside the 3-business-day window
- Evidence for eBay when a case escalates
- Appeals only where there is something new
- Listing and packaging fixes behind repeat returns
- Request opened: 3 business days to respond.
- No reply or no agreement: the buyer can ask eBay to step in.
- Item returned: 2 business days to refund.
- eBay decides: 30 calendar days to appeal.
eBay Defect Removal & Account Health: returns, cases and the metrics behind them, handled before they cost you.
Questions sellers ask about returns
How long do I have to respond to an eBay return request?
3 business days after the request date. If you have not responded, or you and the buyer cannot agree, either of you can ask eBay to step in.
Do I have to accept a return if my listing says no returns?
Not for a change of mind. You do for an item that is not as described: damaged, faulty, wrong, or different from the listing. The eBay Money Back Guarantee covers those whatever your returns policy says, and the seller pays the return postage.
How long do I have to refund once the item comes back?
2 business days after you receive it, unless the return details in the order show a longer deadline. If you miss it, eBay can refund the buyer for you.
Will a return hurt my seller performance?
A return you resolve yourself, on time, does not count as a defect. A case eBay has to close without your resolution does, and those count against the 0.3% limit in eBay's seller performance standards.
Can I appeal if eBay decides for the buyer?
Yes, within 30 calendar days of eBay's decision. An appeal works when you have something eBay did not weigh the first time, such as the original listing, tracking or the message history.
Read next
The eBay Returns Policy for Sellers
Return types, postage, deductions and how to reduce returns.
Read the guideeBay Buyer Protection for Sellers
How cases are decided and the evidence that wins them.
Read the guideeBay defects and Below Standard
When cases closed without resolution start to add up.
See the solutionSend us the request
Tell us the return reason, what the buyer said and the deadline shown. We reply within 24 hours with the reply that fits.
Need more than this fix? See all our eBay seller services, from recovery to account management.
Return request open right now?
Answer it inside the window, with the right reply. Free review, reply within 24 hours.