Benefits for your business

More Sales

"2 out of 3 customers would buy more online if returns were free"**

Checkout conversion

Give customers greater confidence to complete a purchase

New customers

Share the news to attract PayPal customers to your site

Confidence in 3 steps

Easy for both you and your customers. Follow these 3 steps and let customers know they can buy with confidence without the worry of costly returns.

1

Add promotional
banners

2

Spread the word

3

See the difference

Use our promotional banners on your site so PayPal customers know they can enjoy Return Shipping on Us when they buy from you.

Just add a short line of code to the website pages where you want a promotional banner to appear.

Tell your customers about Return Shipping on Us to prompt them to shop again on your site. Spread the news on your social networks to bring new PayPal customers your way.

Over 6 million PayPal customers globally have activated Return Shipping on Us, so start measuring sales impact from day 1.

Our research from businesses in 46 countries that already offer Return Shipping on Us shows very low return rates yet purchase transactions increased by around 3% overall.

"We are really happy with PayPal's Return Shipping on Us service and it is a great benefit to be able to offer this to customers"

Jon Lane - Surfdome

2 out of 3

customers say they would buy more online if returns were free.**

Global customers

Your PayPal customers from 46 countries can also activate the Return Shipping on Us service on eligible PayPal purchases. Our banners automatically appear in the right language for them.

Supporting you

We designed Return Shipping on Us to be straightforward for your business. There's no need to alter your returns policy. We reimburse your customer's return shipping cost. See FAQs below for terms and conditions.

Business FAQs

Can I promote this service on my website?

Yes. We have developed hosted banners in 10 languages and 6 sizes to help you promote the service to your customers. Select your preferred size, and place the source codes into your site (homepage, product pages and/or at the checkout).

How does it work?

  • Customer has activated Return Shipping on Us in their PayPal account
  • Customer buys a product from you, using PayPal to pay
  • Customer decides to return the product to you (your returns policy and applicable regulations apply)
  • Customer pays for return shipping
  • Customer submits a claim to us, with proof of PayPal purchase and proof of return shipping costs
  • After the customer's application has been approved, we aim to send a refund to their PayPal account in 10 days

Can all of my customers benefit from this service?

For UK businesses this service is available to customers who have opted into the service and reside in one of the following countries: Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hong Kong, Hungary, India, Ireland, Israel, Italy, Latvia, Lithuania, Malaysia, Malta, Norway, Netherlands, Poland, Portugal, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, USA and UK.

Do I need to change my return policy?

No. You should keep your return policy as it is. If you already offer free returns, the buyer can't be refunded as you've already paid for the return.

Does it cost me anything to provide this service to my customers?

No. There are no fees attached to this service, for you or your customers. Buyers simply pay for return shipping and request reimbursement from PayPal.

How do buyers request a refund?

To ask for a refund, buyers will log into their PayPal account, select the transaction, and click the ‘Request return shipping refund’ link enabling them to fill out a refund request and provide their posting receipts to the PayPal Return Shipping on Us service.

How long do buyers have to request a refund?

They have 30 days from the date the return is sent back to the seller to request a refund.

How will buyers be refunded and how long does it take?

If their request is accepted, they will receive the corresponding funds directly into their PayPal account. It can take up to 10 days from the time the buyer submits the refund request form for a refund to go through.

Does it work with all shipping methods?

Yes, we accept returns from local post regular mail, courier, or any other regular shipping options or services.*

Is there a cap on the refunds offered?

Yes. There is a maximum amount allowed per refund depending on the buyers country and currency, but this is typically around €30 per request in mainland Europe and £15 per request in the UK. See full UK terms and conditions. If the cost of the return is greater than this the buyer will have to cover any additional costs themselves. For more information, refer to local terms for: Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Hong Kong, India, Ireland, Israel, Italy, Malaysia, Norway, Netherlands, Poland, Portugal, Russia, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, USA and UK. 14 countries in Central and Eastern Europe (Czech Republic, Finland, Greece, Hungary, Romania, Slovakia, Bulgaria, Lithuania, Slovenia, Croatia, Latvia, Estonia, Cyprus, Malta)

How many refunds can a buyer receive?

The maximum number of refunds a buyer can receive depends on which country they're in. For more information, refer to local terms for: Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Hong Kong, India, Ireland, Israel, Italy, Malaysia, Norway, Netherlands, Poland, Portugal, Russia, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, USA and UK. 14 countries in Central and Eastern Europe (Czech Republic, Finland, Greece, Hungary, Romania, Slovakia, Bulgaria, Lithuania, Slovenia, Croatia, Latvia, Estonia, Cyprus, Malta)

Can I, as a business/merchant, also ask for money back for my return costs?

No. The PayPal Refunded Returns service is available to consumer accounts only. This is one less thing to worry about for your customers when they shop online.

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