Incoming return requests from buyers on eBay can be handled via PlentyONE by accepting or rejecting a return, offering a partial refund, or not requesting the goods back (e.g. for low-priced items).

Importing returns

eBay returns and their status from the last 14 days are automatically imported and updated once per hour from eBay into PlentyONE.

• Status: New returns are created with the standard return status in the menu Orders » Edit orders.

• Return reason: The return reason selected by customers on eBay is assigned to a return reason in PlentyONE.

• Imported eBay returns are processed like all other returns in PlentyONE.

Processing returns and refunds

The process for handling returns depends on the payment method used by buyers:

• PayPal: You initiate a (partial) refund which eBay processes for you. The amount is automatically transferred from your PayPal account to the buyer’s PayPal account. Due to the eBay Buyer Protection, eBay immediately sets a return to the status Completed when you have accepted it.

• Other payment methods: You initiate the refund yourself and inform eBay that the refund has been accepted. Customers must confirm receipt of the refund.

In both cases, you should automatically inform eBay about the progress via Flow or event action.