Buyer returned item, but wants replacement instead of refund

[socal.alldayeveryday]

A buyer opened a Return Request that was automatically approved per my settings/return policy and I have received the item back.  They requested a replacement item, which I am happy to send, but in the Return I only have the option of issuing a refund by August 3.  There doesn't seem to be an option in the Return Request for exchanges/replacements.  If I send their replacement will eBay automatically step in after August 3 and issue them a refund since the tracking on the return shows it was already delivered back to me?  Or will eBay only step in at the buyer's request?  Besides the money, I do not want a strike against me as a "Cases closed without seller resolution"

Also, is there a setting on my end (as a seller) to offer exchanges/replacements as an option, in addition to refunds,  that buyers can choose when they start a Return Request?

[kensgiftshop · Accepted solution]

@socal.alldayeveryday 

Ebay isn't really set up for exchanges, so just refund the buyer, then they can buy again.

If you do send another item, Ebay will probably refund the buyer anyway.

[janet9988]

refund and relist so the buyer can buy it again.

[quiltgeek]

No, at this point you REFUND the buyer.  Never do a replacement, eBay doesn't have that as a choice.

If the buyer gets troublesome about wanting a replacement, put them on your Blocked Bidder List so they can't buy from you again.

[socal.alldayeveryday]

Thank you for your response.  It really surprises me that eBay wouldn't have a way to just exchange/replace an item for a buyer.  That seems preferable for buyers (since they bought the item in the first place, they obviously want the item instead of their money) and it's the first option if you take a return into any large retail store or even Amazon, etc.  But if that's not the way eBay chooses to handle these things then so be it.  I will issue a refund and send them a link to a replacement item.