Things to consider before issuing a refund

Before you issue a refund, consider the following:

• After you have authorised a return request, you can wait until you have received the item back from the buyer before you issue a refund. If you prefer, you can allow the buyer to keep the item, even if you decide to issue a refund.
• If the buyer returns the item to you damaged or in a condition that is different from the condition in which you sent it, you have the option of issuing a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-Z Guarantee claim.
• If you described and listed the item accurately, but the buyer simply no longer wants it, you have the option not to refund the dispatch costs.

For more information, see Manage returns.