How to Handle Returns & Refunds for New Resellers

If you’re new to reselling, the idea of handling returns might sound stressful. What if a buyer gets angry? What if you lose money? I totally get it becauseI used to worry about this too. But here’s the truth: returns are just a small part of the business, and they happen way less often than you think. Once you have a system in place, they mostly become a non-issue. Let’s walk through exactly how to handle them so you feel confident!

Understanding Marketplace Return Policies

The first thing you’ll need to know is what the return policies are on the marketplaces you sell on. It’s a pretty easy thing to google, but if you sell on one of the platforms below, I’ve provided a short summary for you:

• eBay: Sellers can choose whether to accept returns, but eBay may require returns if an item is not as described. Here’s more info on setting your return policy on eBay.
• Poshmark: Returns are only accepted if the item was misrepresented (e.g., wrong size, damage not disclosed).
• Mercari: Buyers have 3 days to request a return if the item was misrepresented or damaged.

When to Accept Returns or Offer Refunds

Returns You Should Accept:

• The item was not as described in your listing (wrong size, condition, or incorrect details).
• The item was damaged during shipping.
• The item is defective or faulty.

When You May Not Be Obligated to Accept Returns:

• The buyer changed their mind or no longer wants the item.
• The buyer didn’t properly check the description before purchasing.

Pro Tip: Even when you’re not required to accept a return, offering good customer service can go a long way! 

How to Handle a Return/Refund

1. Don’t Take It Personally: Returns are a normal part of business, so don’t let them make you feel bad or irritated. Even if a buyer is a bit rude, you can be professional. What helps me is to get into a certain mindset where I pretend I work for a company and respond to a customer that way rather than taking it personally. 
2. Respond Quickly: Acknowledge the buyer’s message within 24-48 hours.
3. Ask for Proof: If the buyer claims the item is damaged or misrepresented, ask for photos or other evidence.
4. Decide on a Resolution: Depending on the situation, you can:
   • Accept the return and offer a full refund.
   • Offer a partial refund and let the buyer keep the item.
   • Deny the return if it doesn’t fall under the return policy.

Note: Depending on the platform and the return reason, sometimes a platform will decide for you that you need to accept a return and will initiate it for you. This happens sometimes and while it sucks, it’s just a part of doing business.

How to Avoid Returns in the First Place

• Write clear, honest descriptions: Don’t just say “good condition”; mention any wear.
• Take good photos: Show close-ups of flaws to set clear expectations.
• List measurements: Buyers are less likely to return if they know exactly what they’re getting.

What Happens After You Accept a Return? (eBay, Poshmark & Mercari)

Understanding the return processes on different platforms ensures smooth transactions and helps maintain positive seller ratings. Here’s what to expect on each platform:

eBay

1. Return Initiation:
   • Buyer Requests Return: Buyers can request a return within the timeframe specified in your return policy or under eBay’s Money Back Guarantee if the item is not as described.
   • Seller Approval: As a seller, you can accept the return request. If the return reason is “not as described,” eBay may require you to accept it.
2. Return Shipping:
   • Label Provision: Depending on your return settings, eBay may provide a return shipping label to the buyer, with the cost charged to your account.
   • Shipping Cost Responsibility: If the return is due to buyer’s remorse and you’ve specified that buyers pay for return shipping, the buyer covers the cost. For “not as described” returns, you’re typically responsible for return shipping cost.
3. Item Return:
   • Buyer Ships Item: The buyer is expected to ship the item back within a specified period, usually 5 business days.
   • Tracking Information: eBay monitors the return through the provided tracking details.
4. Refund Process:
   • Inspect Returned Item: Upon receiving the item, verify its condition.
   • Issue Refund: If the item is in its original condition, process the refund through eBay within 2 business days. If no action is taken, eBay may automatically issue the refund on your behalf.

Poshmark

1. Return Request:
   • Buyer Initiates Case: Buyers must report any issues through the app within 3 days of delivery, providing relevant photos and descriptions.
   • Poshmark Review: Poshmark reviews the case to determine its validity.
2. Return Approval:
   • Criteria: Returns are typically approved if the item is misrepresented (e.g., wrong size, undisclosed damage).
   • Seller Communication: Poshmark may contact you for additional information during the review process.
3. Return Shipping:
   • Label Provision: If the return is approved, Poshmark provides the buyer with a prepaid return shipping label at no cost to you.
4. Refund Process:
   • Item Inspection: Once you receive the returned item, ensure it matches the original condition.
   • Automatic Refund: Poshmark processes the refund to the buyer after confirming the item’s return via tracking information.

Mercari

1. Return Request:
   • Buyer Initiates Return: Buyers have 3 days after delivery to request a return if the item is not as described, defective, or damaged.
   • Evidence Submission: Buyers must provide photos and descriptions to support their claim.
2. Return Approval:
   • Mercari Review: The platform reviews the request and decides based on the provided evidence.
   • Seller Notification: You’ll be informed of the return request and may be asked for additional information.
3. Return Shipping:
   • Label Provision: If approved, Mercari provides the buyer with a prepaid return shipping label, and the return shipping cost is typically covered by Mercari.
4. Refund Process:
   • Item Receipt: Upon receiving the returned item, confirm its condition.
   • Automatic Refund: Mercari processes the refund to the buyer once the return is confirmed via tracking.

Copy-and-Paste Responses for Common Return/Refund Inquiries

Sometimes you’re just not sure what to say, especially when you’re new to reselling and returns. So I’ve provided some easy copy and paste responses for common return or refund requests. Feel free to edit as needed and make sure you save this post for future reference.

When Accepting a Return:

Hi [Buyer’s Name],
Thank you for reaching out. I’m sorry the item didn’t meet your expectations. I’m happy to accept the return. Please follow the platform’s return instructions to ship the item back to me. Once I receive it in the same condition, I’ll issue a refund. Let me know if you have any questions!

When Offering a Partial Refund:

Hi [Buyer’s Name],
I understand the item wasn’t quite as expected. To resolve this quickly, I can offer a partial refund of [amount] without needing the item to be returned. If that works for you, let me know, and I’ll process it immediately.

When Denying a Return Request:

Hi [Buyer’s Name],
Thank you for your message. I’ve reviewed your request, and unfortunately, it doesn’t meet the criteria for a return. Please let me know if you have any further questions or concerns, and I’ll do my best to help.

Pro tip: If you can reference why you’re denying a return do so. For example, if someone is returning for fit and you provided measurements, let them know that you provide measurements so buyers can ensure fit and you don’t accept returns based on fit.

Final Thoughts

While returns and refunds are probably one of my least favorite parts of reselling, it really doesn’t come up enough to make it a big deal. With clear policies, good communication, and honest listings, you can handle them smoothly and protect your business. And remember, even the best resellers, and big corporate companies, face returns! It’s not about you, so don’t let it impact you personally.