If you stated in your listing that you don't accept returns when a buyer changes their mind, you're not obliged to accept their return request. However, if you do, you'll be providing a great customer experience and encouraging the buyer to purchase from you in the future.

Here are your response options:

Accept the return – The buyer will send the item back to you for a full refund. You can advise the buyer that they'll be responsible for covering return postage costs, or you can provide a label.

Decline the return – If you've stated in your listing that you don't accept returns, you can decline the return request.

You can only decline a return if the buyer is returning the item because they changed their mind, and your return policy stated you don't accept returns. Here's how:

1. Go to your Returns dashboard - opens in new window or tab.
2. Select View return details beside the item.
3. Select Decline the return and then Continue.
4. You have the option of entering your reason for declining the request, but it won't be visible to the buyer.
5. Select Decline return.