From today eBay will start to simplify and shorten the returns process by auto-accepting return requests and providing buyers with labels for domestic returns as soon as they request a return. This means that for the majority of returns you’ll no longer have to click to agree.

The aim is to simplify your life on eBay whether you are a buyer or a seller. Buyers don’t like to wait days to have a return accepted and sellers, if they don’t respond quickly enough, could have their metrics impacted if a buyer escalates a return and asks eBay to step in.

“As we recently announced, we’re making further improvements to the returns experience on eBay. Today a large number of returns may require the buyer to wait multiple days before they can access a return label. This drives buyer anxiety, churn and an increased likelihood of the buyer asking eBay to step in to help. As a result, we’ll be increasing the frequency in which the buyer will have immediate access to a label on domestic returns, regardless of why they want to return the item. This means that when a buyer opens an ‘Item not as described’ return request, it will be automatically accepted, if it’s within the seller’s offered return window . We’ll be rolling out these changes over the course of this year, starting in September 17th, and will listen to your feedback as we ramp up this new functionality.”

– eBay

eBay say that sellers retail control

eBay say that this doesn’t mean they are taking away your control of returns. If you’ve chosen to set up your return merchandise authorisation (RMA), you’ll be able to provide your own labels to buyers. You can also continue to setup your automation and returns rules. eBay will automatically accept open “Item not as described” return requests that are within your indicated return window. You’ll be able to choose between using an eBay label or to provide the label directly using eBay’s existing RMA process.

After the return is accepted, a label will be provided to the buyer and once you receive the item, you can choose to process a refund or ask eBay to step in and help if you don’t agree with the reason for the return. The cost of the label will be charged to you in your next invoice.

How to avoid auto-accepting return requests

Sellers however point out that eBay can’t print out postage labels for large or heavy items and that their customer service is additionally diminished as they’ll not be able to offer an exchange or spare parts. That’s without the expected complaints of buyers using eBay as a try before you buy service or choosing the Significantly Not As Described option to avoid paying return postage costs.

The best advice would appear to be making it super easy for buyers to contact you off eBay to arrange returns. Include a returns form in with the item and offer every means of contacting you from a customer service phone number to your email address.

Some sellers have their own returns portal, either on their own website or on a third party platform. Including returns information in every outgoing parcel and offering a comprehensive set of returns options is clearly more attractive to buyers then simply returning a parcel through eBay. Returns options you could offer could include: I changed my mind; Didn’t fit – Exchange for different size; Didn’t fit – Refund please; Missing part; Ordered wrong item and any other options appropriate to your business.

eBay auto-accepting return requests options

Sellers have already been able to save time by automating responses to return requests that meet certain criteria. If you’ve not reviewed your return options recently then today is the day to do so before eBay start auto-accepting return requests on your behalf.