How can I process the return in this case?

[sun*moonbygrace]

A buyer saw two listings and when he placed the order he combined the two separate listings into one to save on shipping cost I assume.   I shipped both items placing them in one package.

Now, one of the items that he bought appears to be "defective" and I have agreed to provide him a full refund on that ONE item.

What is the easiest way to do this?

Best!

JJ

[bebe-1153]

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@sun*moonbygrace wrote:

A buyer saw two listings and when he placed the order he combined the two separate listings into one to save on shipping cost I assume.   

I shipped both items placing them in one package.

Now, one of the items that he bought appears to be "defective" and I have agreed to provide him a full refund on that ONE item.

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Your buyer paid a combined total for all the listings purchased from one seller, as normal.

Each listing has its own "Return this item" button. Your buyer would simply click that button to start a return request for that one defective item, and you would refund that one item plus eBay-calculated prorated combined shipping when that item is returned.

[sun*moonbygrace]

Hi Bebe-1153,

I appreciate your response,  but my original listing stated that I won’t accept returns so the buyer can’t choose that option.  This fact I should have included in my original posting.

Regardless, I would want to accept his wanting to return the item just the same so how would I go about this?

Thanks!

JJ

[glyph01 · Accepted solution]

I believe the policy is that even if returns not accepted is indicated on the listing does not mean the buyer cannot still open a return request.

No Returns apply to buyer’s remorse type return requests which you can accept or deny depending on your return policy but if item is defective, that is an item not as described return request, the return must be accepted and you (or eBay) provides return label that you pay for.

If it’s an int’l order you and/or the buyer have to quote an amount to send to the buyer sufficient for return postage.

How a buyer can make a return request for an item from your Purchase history:
1. Find the item in your Purchase history and select Return this item.
2. Select reason for the return.
3. If the item arrived damaged, broken, or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
4. Select Send.

Then follow procedure here:

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

[sun*moonbygrace]

One last question or need for clarification; buyer bought 2 items that were listed separately to save on shipping costs so won’t his “Purchase history” show just ONE purchase that includes both items?  If he chooses to return the “item” wouldn’t that trigger a return request request for BOTH?  He only want to return one of the two items.

Thanks!

JJ

[bebe-1153]

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@bebe-1153 wrote:

Your buyer paid a combined total for all the listings purchased from one seller, as normal.

Each listing has its own "Return this item" button. Your buyer would simply click that button to start a return request for that one defective item

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Your buyer paid a combined total for all the listings purchased from one seller, as normal.

Each listing has its own "Return this item" button. Your buyer would simply click that button to start a return request for that one defective item

[sun*moonbygrace]

Sure appreciate it.  This was my first return so what appears very simple was made complicated by my ignorance 🙄.

Thanks!

JJ