eBay

ccmerchandise0713 · ‎01-29-2022

Hello fellow ebayers!

I accidentally sent a buyer the wrong item. I sent them the correct one and they opened a return and sent back the wrong one. I am a bit confused on what to do now though because eBay is still telliling me to refund the buyer since the return was delivered. How do I avoid having to give a refund when I sent them an exchange item?

Thank you!

santamonicajeweler · ‎01-29-2022

You acted too early by sending the correct item first. You did an advance exchange. Meaning, you sent out the correct item before you received the wrong item back

You accept returns so Buyers '... will have the option to ask for a replacement or exchange at that time.' It means; once Buyers see the wrong item, they have an option of asking for a replacement. However, since you initiated the replacement and it has been successfully executed, you've jumped ahead

Okay, then

Locate the order on Seller's hub

Look through dropdown menu, see if you have an exchange option

Don't refund, if you do, money and item be lost

If you don't have an exchange option, call eBay

However, check your refund link as well before calling this in and see if you have this option

Good luck

48hrs-clothing · ‎01-29-2022

I would contact buyer and ask him to close the return (Quoting tracking reference of exchange item) as exchange/ correct item has been delivered.

I would then speak to eBay's customer services/ returns team through help& contact / contact us and advise them that item has been exchanged and that they can look through messages and tracking confirming delivery of exchanged item. This should result in eBay's CS / returns team closing the return case without a refund to buyer.

Hope all works out.

kensgiftshop · ‎01-29-2022

@ccmerchandise0713

If the buyer has received the right item now, they need to close the return, before Ebay refunds them.

Have a great day.

jasmen@ebay · ‎01-31-2022

Hey @ccmerchandise0713 thanks for taking care of your buyer so quickly! I would advise reaching out to CS to get a hold placed on the return. Make sure to keep all the messages through eBay. As long as you and the buyer are working it out, and the case doesn't escalate you guys will be fine!

Jasmen,
Community Team

ccmerchandise0713 · ‎03-01-2022

So sorry for sucha delayed response. Thank you so much! That is exactly what I did! 😁

ccmerchandise0713 · ‎03-01-2022

Thank you so much!

kensgiftshop · ‎03-01-2022

@santamonicajeweler wrote:
You acted too early by sending the correct item first. You did an advance exchange. Meaning, you sent out the correct item before you received the wrong item back

You accept returns so Buyers '... will have the option to ask for a replacement or exchange at that time.' It means; once Buyers see the wrong item, they have an option of asking for a replacement. However, since you initiated the replacement and it has been successfully executed, you've jumped ahead

Okay, then
Locate the order on Seller's hub
Look through dropdown menu, see if you have an exchange option
Don't refund, if you do, money and item be lost
If you don't have an exchange option, call eBay
However, check your refund link as well before calling this in and see if you have this option

Good luck

Hope they have the exchange/replacement option fixed now.

When they first offered it, I used it for a little bit.

Buyer received a damaged item and she wanted it replaced.

Had Ebay send her a return shipping label.

Got the return a few days later, packed up her new item, got the new shipping label through Ebay and shipped the replacement.

The return was all updated and the new item was on the way to the buyer.

Got an email a little later that said, we see the item has been returned and we have refunded the buyer.

Have a great day.

derkna3 · ‎12-10-2023

I bought a set of silver 925 6 bottom grillz I really want one a little more expensive u have its the diamond cut one can I exchange before shipping and add money