Buyer will not return item until he gets the replacement?

[lackeykay]

I've been asking the buyer for their email address so I can send him a return label but wants the replacement item 1st before he'll return the 1st item, all I want is his email so I can send a return label. Also why can I not call eBay customer service, is their a phone number for them?

[wooden_flower]

The buyer is afraid of winding up with nothing.

The best thing to do is to ask the buyer to open a return request, then refund when returned.  The buyer can then buy the other item when he is ready.

Customer service will insist you handle it through a return request, not outside of eBay.

To speak to customer service, use the link and instructions on this page to work through the automated assistant to get a call back -
 https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851