The short answer: Open Manage Shop → General to set Return window (days) and Cancellation window (days). New shops start with a 30-day return window and a zero-day cancellation window. Describe eligible and excluded items under Store details & policies. Existing saved seller choices are preserved.
Use seller-wide settings
Return and cancellation windows belong to the seller account. Product forms inherit these settings instead of requiring a new window for every product. Review the actual values shown in General before making changes; an existing shop may already use a different value, including zero.
The 30-day value is the starting return-window setting for a newly created shop. It is not a promise that every item is returnable, and it is not the cancellation default. Product type, fulfillment status, published eligibility terms, and the applicable marketplace policy still affect available order actions.
Set the numeric windows
-
1
Open Manage Shop
Use the seller workspace for the shop whose policy you are changing.
-
2
Review General
Find Return window (days) and Cancellation window (days). Record the current values before editing.
-
3
Choose the intended days
Set return and cancellation values separately. Do not assume the same period suits both. A zero setting does not add a positive day window.
-
4
Save and review
Save changes and reopen General to verify the stored values. Then review the written terms before directing buyers to them.
Explain what the policy covers
Use Returns, cancellations & item eligibility to explain the policy in plain language. Keep the written terms consistent with the numeric windows and the marketplace policy pages. The policy text documents eligibility; it is not a set of automatic category exclusion switches.
State eligible and excluded item types, required item condition, packaging or proof needed, return-shipping arrangements, and how the buyer requests help. Identify special cases clearly rather than hiding them inside unrelated product copy. Ask Support Center to resolve a conflict between the settings and published terms.
- Which items and conditions are covered?
- Which items are excluded, and how are those exclusions described before purchase?
- What information does a buyer need to include?
- Where does the buyer submit the request and receive approved shipping instructions?
Separate future settings from saved order terms
Existing orders retain their recorded policy values. Changing the shop settings should not be treated as changing the terms recorded for a past purchase. Open the affected order and request history when reviewing eligibility.
Buyers use My Orders to submit eligible requests. A ticket or message asking for a cancellation remains separate from that formal request. Use the buyer request guide to explain the next step.
Frequently asked questions
Must I enter return days on every listing?
No. Seller listings inherit the shop return and cancellation settings.
Does updating the site set every shop to 30 days?
No. Thirty days is the new-shop return default. Existing chosen values remain in place; cancellation defaults to zero days.
Does writing an exclusion automatically block a category?
No. The policy field is written guidance. Available requests also depend on implemented order and marketplace rules.
Was this article helpful?
Your answer helps us improve the next walkthrough.
We’ll use it to improve this help page.
