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Returns Management

2031 Sat, May 23, 2026  Resolution center

Definition: After receiving the item, if the buyer is not satisfied with the item or there is an issue with the item, the buyer can initiate a return request to the seller.

Steps:

Step 1: Click [Customer Service] > [Resolution Center - Returns];

Step 2: Click on a pending return. On the right side, you can view the details (focus on understanding the buyer's reason for the request and their message content) for further assessment;

Step 3: Handle the return. Based on the actual situation, you can choose from the following three options:

Option 1: Refuse the Return

Applicable situation: The buyer simply changed their mind and no longer wants the item, rather than there being a quality issue with the item. The seller can refuse this type of return request.

Steps: Click [Refuse Return] > Fill in the reason for refusal > [Confirm]. The buyer will receive a refusal notification.

 

Option 2: Accept the Return

Applicable situation: The seller agrees to the buyer's return request and needs to provide a return label to the buyer so that the buyer can send the item back.

There are two ways to provide a return label:

Way A: Click [Provide RMA Number] > Fill in the RMA number > [Provide Return Label] > Select [Use eBay Shipping Label] (i.e., purchase a return label through eBay) > [Confirm].

Way B: Click [Provide Return Label] > Select [Use Your Own Shipping Label] > Upload your prepared return label file, select the carrier, fill in the tracking number > [Confirm] to send the label to the buyer >  After the buyer returns the item and we receive it, then [Confirm Receipt] and [Refund].

In special circumstances, you may also issue a refund to the buyer before receiving the returned item.

 

Option 3: Offer a Partial Refund

Applicable situation: The issue with the item is minor. The seller can offer a partial refund to the buyer, allowing the buyer to keep the item.

Steps: Click [Offer Partial Refund] > Fill in the refund amount > After clicking [Confirm], the buyer will receive a partial refund offer, rather than an immediate refund.

If the buyer accepts the offer, the system will automatically process the refund, and the return request will be closed.

If the buyer declines the offer, the process returns to the normal return workflow: the buyer returns the item, and after you receive it, you process the refund.