Want to learn more about prepaid returns for your seller-fulfilled orders?

We provide buyers with prepaid return shipping labels on your behalf through Buy Shipping services.

Here are some tips and details you need to know about using prepaid returns for your seller-fulfilled orders:

Keep your account up-to-date:

• Set up a default UK return address
• Maintain accurate product weight and size information

Return process:

• You'll receive an email when a buyer requests a return
• Use the Manage Returns tool to track all returns

Shipping and costs:

• Royal Mail handles return delivery through Buy Shipping services
• We'll charge you for the label cost when the buyer uses it

Returnless resolutions:

• You can offer refunds or replacements without requiring a return

Reports:

• Check your Settlement, Payments, and Return reports for details on prepaid returns

Exemptions:

• Some categories are automatically exempt (e.g., Handmade, digital items)
• You can request exemptions for high-value items (£100+) in certain categories

Appeals:

• You can appeal refunds you believe were incorrectly authorised.

For more detailed guidelines, visit our Prepaid returns for seller-fulfilled orders page.