Please help manage communication with the customer regarding the missing manual and parts

Question

A customer who received the product reported that the user manual and a specific part were missing. It has been about 40 hours since we assured them that we would resolve the issue.

However, we have not been able to establish contact with the fulfillment center that shipped the item, so we currently have no new updates to provide.

I want to offer a solution that will ease the customer's concerns. Could you provide any advice on how best to handle this situation?

lady_madonna · Accepted Answer

@walucky77777

Suggest to your buyer that they file a Return Request for a full refund.

Read this regarding how to handle the return request: https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115