Complete guide to handling eBay returns as a seller in 2026. Policies, SNAD claims, false returns, and how to protect your seller rating.
eBay returns are part of selling. How you handle them determines your feedback score, seller performance metrics, and ultimately your search ranking. Here is the process for handling returns professionally and protecting yourself from abuse.
There are two types of eBay buyer return requests: change of mind (buyer no longer wants the item) and SNAD (Significantly Not As Described — item differs materially from listing). Change of mind returns are only accepted if your return policy says so. SNAD returns are covered by eBay's Money Back Guarantee regardless of your policy.
You have 3 business days to respond to a return request before the buyer can escalate to eBay. Respond promptly. For legitimate SNAD claims: accept the return, provide a prepaid label, refund upon receipt. For change of mind requests within your policy period: accept and provide instructions. For change of mind outside your policy: decline politely and explain your policy.
If a buyer claims an item is not as described but your listing was accurate, you have grounds to dispute. Upload your original listing photos and description as evidence. Contact eBay seller support before accepting to document the dispute. eBay reviews both sides — sellers with accurate listings and good performance records win more disputes.
Inspect the returned item immediately. If the item was returned in different condition than shipped (buyer damaged it), document with photos and contact eBay seller support within 3 business days. eBay's Seller Protection program covers legitimate cases of returned items in worse condition than shipped.
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