Refund

[Anonymous]

Good evening,

I would love some advise or input on how to handle a return request...please.  This is my first return request. A customer started the return request today, January 28th, stating that she wanted a stainless steel band on the bracelet. I looked at her order and she chose natural black leather, which is an option other than stainless. She stated that the item was not as described. Her bracelet was delivered to her on Monday, January 24th. I sent her a copy of her order which shows her that she did choose the black leather option. I would be happy to refund her, but is it going to be an issue if I don't, since she chose the wrong option? Here is the item number 363503940651 and a copy of what she did purchase. Thank you for any help. It is sincerely appreciated. Tiff

New message to:

When you purchased your bracelet, you chose natural black leather from the choice options located under the size drop down box. Stainless is the first option and natural black leather is the 3rd option. I offer this bracelet in 3 options, stainless, natural brown leather or natural black leather. You may see your order details which I have attached below. Tiff Delivered Jan 24 See return details for order number  1(1 available) $16.95 $18.01 Jan 20, 2022 at 5:39 pm PST Jan 20 75752-6863 Replacement Medical Alert ID Bracelet Stainless Waterproof Interchangeable(363503940651) Size:Exact Wrist Size 7 Leather Color: Natural Black Leather Tracking:

[shipscript]

The item is not that expensive, so my personal opinion would be to smile at them and have them return it for refund within the return request. Then explain how to repurchase the one they want.

The alternative, if this conversation is all in the return request, is to close the return in your favor because you shipped what was ordered and the buyer is asking for something other than what was ordered. You are currently working with the bots. On the third day, you could ask eBay to step in to work with a human.

On this particular item, you accept returns for refund or replacement, with the buyer paying return shipping.  (On some other items, you offer free returns).

Basically, the buyer opened the wrong type of request, as documented in your messages. The reason for the return should haven been that wrong item was ordered (ordered by mistake), as shown on the list below.

If the return is closed in your favor, the buyer won't get what they want. If the buyer would like pay postage to send the item back and get one with a different strap, I would suggest contacting support to see if they can, or will, change the return reason so that you can work with the buyer. Consider whether your replacement will ship for free.

We generally advise replacements be handled as a return for refund, and that the buyer repurchase the correct one, because it simplifies the bookkeeping; but some find it simpler to not involve another invoice that might lose the buyer.

This is the help page related to this topic.

https://www.ebay.com/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sell...

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