What is Your Refund Policy?

By Suzanne Arant-Wells

There are many strategies for increasing your sales on eBay. One of the easiest to implement is offering a fair return policy. Shoppers are more likely to buy from you if you have a fair refund policy. They may never have to use it, but it gives them peace of mind that they can get their money back if they want to. You are giving your customers options and empowering them. Look at what other eBay sellers offer as a return policy. Research how the big companies handle refunds and how their refund policies are worded.

You can always re-list the item again once it is returned. Just refund the customer’s money, and then go to eBay and find the item in your archived listings. Click on “relist item,” and you’re done. Sometimes, the item sells for more the second time around! You can still get positive feedback from the first buyer, especially if you promptly process his refund and include a professional email thanking him for his business. They key is to make the customer happy and get positive feedback. Make them want to return to your store.

Customers may contact you about a refund but never follow through with sending the item back. You know how it is, you put the item in your car to return it to the store or take it to the post office, and six months later it is still there. I keep my refund policy simple. Refund for the purchase price only, no store credit, and shipping is the customer’s responsibility. I feel that only offering store credit may make the customer feel trapped - that they do not have options if they can’t find a suitable exchange.
are actually returned to me each month. (I sell around 300 items a month, and only 2 or 3 ever come back.) Some customers who have made returns will come back for future sales because they know first-hand that you are an honest seller who stands by your policy.

Learn more about eBay selling by visiting my blog - where you can also listen to eBay audio tips while you work.

Suzanne Wells is an eBay Power Seller, author of "The Stay-at-Home Mom's Gude to Successful eBay Selling," eBay Consultant, and mom of 2 in Atlanta, GA.