Return request opened - I sent the wrong item

[thelategreatest]

Hi, thank you for taking the time to read this.

 This is my first return for “item not as described”. The item was a trading card of which I had multiple copies of. I mistakenly sent the wrong copy of the card. It wasn’t in as good condition as the one described and in the pictures, so the buyer understandably opened a return request.

 Usually when there’s an issue with trading cards where I’ve made some sort of mistake, I just refund the buyer or send out the correct item and tell them to keep what I mistakenly sent. This time however, I DO actually want the card that I mistakenly sent to be sent back to me. I’ve talked to the buyer and they’re fine with me sending the correct item right away and with sending the card back, however, I’m not sure how to proceed in terms of the official return request.

 It’s always preferable for the buyer and the seller to work these things out amongst themselves, and my buyer has already asked me if I want them to close the return request. I would absolutely prefer that, but I’m not sure how else to get a shipping label that I’ve paid for to the buyer. The FAQ for returns states that they send the item back to you, you inspect it, and then initiate the refund within two days. Is there any point there where the request can be cancelled so that I don’t need to refund them? I’ll be sending the replacement immediately after all, so refunding them as well doesn’t make sense.

Or, to make things a whole lot easier, is there another way for me to get a label for the return to the buyer that I’ve paid for? If I’m able to do that then the buyer can just cancel the request.

 Thank you so much in advance for any help!

[wooden_flower · Accepted solution]

The best thing to do is to issue a return label through the request.  If you don't, you'll have to buy a label outside of eBay and send it to the buyer.

The safest way to proceed is to have him return for a refund, then buy the card again.  If you trust him, you can go to your sold orders and select 'purchase another label' to send the replacement.  You would be trusting him to return the wrong card, and to close the return before you receive it so that eBay doesn't force you to send a refund.

[stuff4divas]

@thelategreatest  the least complicated and safest would be to just follow the return item case instructions, which would be to send the buyer the pre paid return label thru the case and once the item is rec'd back in the same condition as sent, send the replacement, then the buyer can close the case once he receives the replacement card to his satisfaction.

[thelategreatest]

Thank you so much for replying. This is what I thought might be the case. I’m glad I told them not to close the return yet. Just to make sure: is there a defect of any sort involved in using the return process for the item being returned not as described? 

[thelategreatest]

Thank you so much for taking the time to answer me. Is there any defect involved (regarding my seller performance) for doing it this way? Or is it considered worked out between the buyer and seller once the return request is cancelled?

[wooden_flower]

Your service metrics record the not as described claim, but that is already done.

As long as you resolve the issue and the buyer does not have to ask eBay to step in, there is no defect on your performance.

[thelategreatest]

I’m sorry, just one more follow up question I promise: am I able to refund the buyer without the return process being completed? The buyer is completely on board with closing the return process to help me avoid any kind of negative mark, but I feel like it may be a bit much to ask for them to close the return process without getting the refund first. Basically I’m concerned that issuing the refund might trigger the return process being complete and therefore affecting my seller performance.

Or, am I completely misunderstanding the return process? Is it only a defect if I get the item back and the resolution requires eBay to step in and essentially FORCE the refund? If the return goes smoothly, I get the card back, the buyer gets their refund right away, and eBay doesn’t have to step in and make a decision due to something like refusing to refund, is that all not considered a negative mark?

[wooden_flower]

Once the buyer prints the label, you can always go to the return and click ‘refund buyer now’.  You do not have to wait for the return.

There is no defect for a return, unless eBay has to step in and make the decision.  As long as you accept the return and issue a label, or refund without return, there is no defect.   Issuing a refund is never a problem 🙂

The seller performance page offers this description -

“Cases closed without seller resolution are cases where eBay was asked to review the case and the seller was found responsible”

https://www.ebay.com/help/selling/selling/seller-levels-performance-standards?id=4080&st=3&pos=1&que...

[stuff4divas]

@thelategreatest  u will get a service metrics ding for item not as described.

if the return request is followed thru to the end by you, the seller, ie refunding on time, etc and w/o the buyer asking ebay to step in, you won't get the worst defect, which is: Cases closed without seller resolution

[thelategreatest]

Thank you so very very very much!