Frequently Asked Questions

Webinterpret Returns FAQs:


What is the eligibility criteria?

See Eligibility for Webinterpret Returns for more information.

Do I have to pay for the seller-paid free returns as shown on my listings?

No, as long as you are enrolled in an eligible Webinterpret pricing plan, eligible returns are fully covered through the Webinterpret Returns service.

Seller-paid free returns (60 days by default) are purposefully applied by Webinterpret to build your buyer's confidence, incentivize more sales and get more visibility on eBay.

How do I accept a return request?

Return requests that are eligible for the Webinterpret Returns service and adhere to your return policy are automatically accepted.

How do I know which returns are processed by Webinterpret?

From Returns in the Webinterpret Dashboard, you can view your return requests and their corresponding status. Remorse returns handled by Webinterpret have a WI icon under TYPE. Webinterpret_-_returns.png

How do I know if a label is generated and sent to my customer?

If a return appears in blue and is marked with a WI icon under TYPE, the shipping label has been automatically generated and sent to your customer on eBay.

Are refunds automatically issued once a return is delivered?

Refunds need to be issued manually once they have been received and inspected.

What if the order comes back damaged or contains a different product?

As per eBay's return policy, you can refund less than the full amount if the product is in worse condition than when it was sent. You can also escalate cases to eBay if your buyer has returned a different or damaged product. The escalation process can be done directly from eBay's return page.

What are remorse and SNAD returns?

Remorse returns are returns where the buyer has changed their mind about a purchased product or service. The seller has little to no influence over the return decision. Common reasons for remorse returns on eBay include:

  • Ordered by mistake
  • Don’t like it
  • Wrong size
  • Changed my mind
  • Found a better price

SNAD (Significantly Not As Described) returns are returns based on misleading or insufficient descriptions of the product or service. Common reasons for SNAD returns on eBay include:

  • Arrived damaged
  • Missing parts or pieces
  • Item is defective
  • Doesn’t fit
  • Received wrong item
  • Doesn’t match description or photos

Which return type is covered by Webinterpret Returns?

Webinterpret covers the cost of remorse returns. The reason for the return is provided by the buyer on eBay when they open a return request.

If a return is labelled as SNAD, it is not covered by Webinterpret Returns and needs to be accepted and processed manually through your marketplace account.

SNAD returns are preventable, so make sure to ship items as described and package them securely!