This guide is designed to give sellers a practical understanding of the topic before they make marketplace or business decisions. Requirements and platform policies can change, so current official marketplace information should always be checked for time-sensitive details.
Return workflow
Define intake, inspection, refund or replacement decision, inventory disposition and root-cause recording.
Item not received
Check tracking, carrier events, address information and shipment records; communicate factual status and follow marketplace processes.
Item not as described
Compare the issue with listing content, condition, images and packing records and look for a catalog or quality-control cause.
Evidence discipline
Keep order, shipment, listing and communication records organized. Do not fabricate evidence.
Customer communication
Acknowledge the issue, explain the next legitimate step and avoid argumentative language.
Refund controls
Reconcile refunds with inventory disposition and accounting so returned or damaged stock is not accidentally resold.
Root-cause codes
Use consistent codes such as description error, defect, shipping damage, wrong item, missing part, sizing or buyer preference.
Prevention review
Review high-return SKUs, suppliers, warehouse locations and listing templates monthly.
Related resources
Continue with the eBay seller hub or review marketplace compliance.