Returns
How eBay order returns appear and how to handle them on the Order Issues page.
When a return appears
- The customer requests a return on eBay: Droopify reads it automatically. The Opened by column always shows Customer and the status stays Unresolved while the return is open.
- You use the Order Returned popup from the Orders page: with Check if the order has been returned Droopify reads the order's return from eBay right away; with Set as Returned only on Droopify the order is marked as returned only on Droopify and appears here as Resolved. Details: Set as Returned.
Notice of an Unresolved return
Under the row of an Unresolved return a notice appears: eBay requires accepting returns within your return policy window, and declining them exposes you to disputes and defects. The notice also tells you how to proceed with the supplier (see "Handling a return").
Return reason
If the customer gave a reason, a second notice starting with "Reason given:" appears.
| Reason given | What Droopify suggests |
|---|---|
| Product arrived damaged | Ask the customer for photos of the damage and packaging, request a refund from the courier or the supplier to recover the cost, then refund or replace |
| Product arrived late | Check the delivery times promised in the listing: if the delay is on you accept the return, otherwise reply to the request on eBay with the tracking number and delivery dates |
| Defective product | Accept the return and refund or send a replacement; consider requesting a return or warranty claim from the supplier to recover the cost |
| Product not as described | Compare photos and description with what the customer received, fix the listing and accept the return at your expense |
| Wrong size | It's a changed-mind return: check your return policy; return shipping is often paid by the customer |
| Counterfeit product | Check the product's origin with the supplier right away, refund and consider deleting the listing to avoid violations of eBay rules (VeRO) |
| Missing parts or accessories | Check with the supplier, send the missing part or accept the return and refund |
| Expired product | Accept the return, refund right away and check expiry dates with the supplier |
| The customer no longer needs the product | Changed mind or wrong order: return shipping is usually paid by the customer |
Handling a return
- In Order Issues read the notices under the row.
- On eBay accept the return within your return policy window.
- On the supplier's site (for example Amazon) open the return and enter the customer's address as the pickup address.
- When you have the courier pickup date, share it on eBay together with the return tracking number.
- The status updates automatically. To avoid waiting, click Update on the row and then Update in the popup.
What changes in the order
- While the return is Unresolved, on the Orders page the order shows the notice "The customer has requested to return this order..." with the link Click here to view the request.
- When eBay closes the return, the order moves to the Returned status (Order statuses), its profit becomes 0 and the row stays here as Resolved.
- If eBay rejects the return, it is removed from the order: if the order has no other issues, it leaves this page.
- If the customer takes the return to the eBay Resolution Center, the row shows Dispute: see Disputes.
- If the return is no longer valid (for example the parcel arrived) and the order still shows the wrong status, you can remove it without resetting the order: see Clear Order Issues.