Replacement cases still triggering automatic refunds — is anyone else seeing this?
I’m looking to see whether other sellers are experiencing the same behavior in replacement returns.
In multiple cases, I’ve had buyers explicitly request a replacement (not a refund). I confirmed buyer intent in messages, shipped the replacement promptly, and even contacted eBay support in advance. Despite this, once the return tracking shows “delivered,†the system automatically issues a refund — even though a replacement is already in transit or delivered.
At that point, the refund can’t be stopped through normal channels and requires manual escalation.
This seems less like a case-specific issue and more like a workflow problem:
Buyers struggle to submit replacement requests correctly
The system defaults to refunds
Replacement cases aren’t protected from auto-refunds
Has anyone else encountered this?
If so:
Were you able to prevent the refund?
Did support acknowledge it as a system limitation?
I’m trying to determine whether this is a widespread issue so it can be raised as policy feedback rather than handled piecemeal.
dryophelia
·7 months ago@strangeluv
eBay has not yet set up a way for sellers to offer replacements.
If a customer is not satisfied, have them return it for a full refund. If there is another item the buyer wants, a listing should be created for them to purchase.