In this last part of our Christmas selling tip on post-order problems, let's talk about handling returns.
Part III: The buyer has received the order but wants to return it.
Here are the basics of handling returns:
* You have to accept returns within the guidelines stated in the returns policy, even if the item was exactly as described and the buyer simply no longer wants it. Learn more about the Marketplace Returns Policy.
* Returns of new items are different from returns of damaged, defective, or materially different items.
* Buyer returns should be postmarked within 30 days of the original shipment sent by the seller.
* Returns should be posted to the address included on the outside of each parcel. It's a good idea to include your return address inside the parcel and to confirm it with the buyer before a return is dispatched.
* In cases where there is nothing wrong with an item, buyers should cover the cost of return delivery.
* In cases where an item is damaged or defective, or when it is materially different from the item described on the product detail page, sellers should cover the costs of returning the item. You can do this by issuing a concession to the buyer in advance of the return.
* Sellers can charge restocking fees (up to 20%) for returned items that are not damaged, defective or materially different. These fees are meant to cover the extra handling costs incurred in taking the item back into inventory and relisting it for sale.
For additional information, please see our Handling Orders FAQ.