How to Help a Buyer With a Return

If you and a buyer agree to a return for an item from your shop, there are a few approaches you can take. Generally, to help a buyer with a return, you should:

1. Coordinate the return.
2. Wait to receive the item.
3. Refund the item or order.

How to coordinate a return

To coordinate a return with a buyer, first work with the buyer to decide:

• Where the buyer should send the item (generally to your address)
• The time frame in which you want to receive it
• Who will be responsible for the cost of return shipping, if you don’t state this in your shop policies

Then, decide how to handle purchasing the return shipping label. If you’re a seller in the US, you can purchase a return shipping label on Etsy for the buyer. You can also purchase the label from the shipping service you prefer, or the buyer can purchase the shipping label.

How to coordinate a return if you purchase the shipping label

To coordinate a return:

1. Purchase return postage on the website of your preferred carrier using your address as the destination and the buyer's address as the origin.
2. Download the label as a PDF.
3. Email the PDF label to the buyer, or send it as an attachment in a message on Etsy. Your buyer can then print the label and use it on their package.
4. Wait for the package to be returned. If you used a shipping label purchased through Etsy, you’ll generally be charged for the label a few days after you receive the package.
5. Refund the order. You can also issue a partial refund to recoup return shipping costs, depending on who agreed to pay for return shipping.

How to coordinate a return if the buyer purchases the shipping label

To coordinate a return:

1. The buyer can purchase the shipping label either online from their preferred shipping carrier or at a location near them.
2. Wait for the package to be returned.
3. Refund the order. On Etsy, you can’t refund an order for more than the original amount paid. If you agreed to pay for return shipping, one option is to send the funds for the shipping label through PayPal.

Can I purchase a return shipping label on Etsy?

If you’re a seller in the US, you can purchase a return shipping label through Etsy. Currently, we don’t offer return shipping labels on Etsy for sellers in other countries.