How to do a replacement instead of a refund

[thakseman1]

The buyer returned the item and I have received it back. But eBay is saying that I need to refund when I already have given a replacement to the buyer. How do I avoid having eBay automatically giving a refund?

[mr_lincoln]

Hi @thakseman1 

A few questions / comments here:

-When you set up your return policy did you select the option to also offer Replacements?

-You can set up a Replacement option on select items via the new Listing tool in the return section

-For this transaction it may be too late to send the replacement (which you already did) and then avoid the refund

-Below is a link to the Help Pages and there is a section on sending a Replacement but again, it may be too late for this transaction to allow you to avoid the refund.  You might be able to do a partial refund instead of a full refund.

How to handle a return request as a seller | eBay

                                  

[inceptions]

Contact eBay and have them review the messaging between you and the buyer about the replacement. If you entered the replacement tracking # in the return or in a message, eBay can look at it and see that the buyer received it and you can ask them to close the case. Do this ASAP, before they give the refund.

At the link below, you can request a call back from eBay by clicking Have us call you on the left side of the page. If you don't see that option, click Chat with our automated assistant. Then type "agent" at the bottom in the chat box. You'll see an option to request a call back there.

https://www.ebay.com/help/contact_us?id=4002&st=10