eBay After-Sales and Logistics Management Guide

eBay After-Sales Frequently Asked Questions (FAQ) Template

1. What items can I return?

You can return items that are unused, brand new, and undamaged upon receipt. Shoes and clothing must remain unworn and unwashed; music and video must be unopened. All packaging and labels must be intact.

2. When can I apply for return?

After purchasing the product, you can apply for return within 7 days after confirming receipt; some special products (such as overseas food with a short shelf life, personal supplies, etc.) may not support seven-day no-reason returns.

3. How to return goods?

We have streamlined the return/exchange process. Simply mail the returned item along with its original receipt. If there is no receipt, you can attach a note stating the purchaser’s order number, name, address, phone number and email address, and indicate whether you are returning or exchanging the product.

4. How long is the return processing cycle?

Normally, the processing will be completed within 7 working days from the date you return the problematic product. For specific refund time, please refer to the refund instructions of each payment method.

5. Who will pay for shipping?

When the goods received are damaged and need to be replaced, we will reimburse the return shipping costs; it is recommended to choose the most economical return method. If you return an item due to personal reasons (such as inappropriate size), you will be responsible for the return costs.

6. What logistics methods can you choose when returning goods?

Depending on the product you are returning and the reason for the return, the logistics method for your return may also be different.

7. When will I receive my refund?

We will handle the refund for you as soon as possible. Please refer to the refund guidelines for specific refund times.

8. Why was my after-sales application not approved?

You can check the reasons for rejection on the after-sales application page.

eBay setup buyer FAQ

In order to save time for buyers and sellers, sellers can pre-set some frequently asked questions and answers (FAQ). When buyers enter the “Ask Seller Questions” page, they will be able to see the questions and answers set by the seller.

The specific steps are as follows:

1. Log in to your eBay account, enter “My eBay”, click “Account” to enter the account page;
2. Enter the “Manage Communication with Buyers” page;
3. Set buyer permissions;
4. Select the questions to be answered and set the answers;
5. Set related questions and answers about product shipping costs;
6. If certain questions are no longer displayed, you can unhide them;
7. Create a new Q&A;
8. Finally commit the changes.

Common eBay logistics methods and delivery channels

Logistics method:

1. International Postal Service: Suitable for small and lightweight goods, with low cost but long delivery time.
2. Express delivery companies: Such as DHL, UPS, FedEx, which are fast and reliable, but the cost is higher.
3. Logistics agent: Provide personalized services.
4. Own logistics: Suitable for large sellers, improving efficiency but high cost.

Note:

• Cost: Based on product features, delivery time and market selection.
• Speed: Pick based on customer needs.
• Traceability: Especially important for high-value items.
• Destination restrictions: Ensure suitability.
• Service quality and after-sales support: Evaluate reliability.

Common policy issues and solutions for returns on eBay platform

Reason for return:

• Item not as described: Seller is responsible for shipping costs.
• Other reasons: Unless otherwise stated, the buyer is responsible for shipping costs.

Refund time:

• Sellers should issue refunds within six working days after receiving the return.

Return options:

• No returns accepted.
• Free returns within 30 days or at your own expense.
• Free returns within 60 days or at your own expense.

Penalty measures:

• If no action is taken after the expiration date, the account will be suspended.
• Adjust return fees yourself: Penalty.

Common infringements by eBay sellers

Infringement:

• Image infringement: using other people’s pictures.
• Trademark infringement: Unauthorized use of another person’s trademark.
• Brand keyword infringement: using well-known brand keywords.
• Design infringement: imitating famous brand designs.

Precautionary measures:

• Use original images.
• Confirm supplier authorization.
• Avoid using well-known keywords.
• Pay attention to the rationality of brand proportions.

The above information is intended to help eBay sellers better understand and respond to after-sales issues, logistics options and avoid infringement risks, thereby improving the competitiveness of their stores.