Replacement Items

[1coolme]

This might be a dumb question... but I offered a complaining buyer their choice of a refund or replacement product. They chose "replacement" but of a different scent. Should I send the buyer their requested scent? Or should I send them the scent they originally purchased? (Their complaint was the texture of the product). 

[wastingtime101]

If their complaint was the texture of the product, why did you offer a replacement? Replacement will have the same texture, correct?

I would have said please return for refund. No talk of replacement. Actually, health & beauty listing with no returns policy, I might not have offered a return either, citing safety reasons. 🤷

You're already down the rabbit hole, so it's up to you what you want to do. Either send what they're asking for or say you can only offer a replacement of the same scent/product but warn them the replacement is likely to have the same texture so they may prefer the return option.

[sapphire_studio]

Yeah you definitely should have just either refunded them or made them return it for a refund. If I think they're fishing for a partial or full refund but they actually like the product I will call them on their Bluff and make them return it and a lot of times they don't. But if I genuinely feel like they're being honest and there's something wrong with the item than I will just refund them. 

Offering them a replacement is just opening the door for them to complain about the second item too. 

You definitely shouldn't send them a replacement of the Original Scent because then they're definitely going to complain. You can either send them a replacement with the new scent they want, or you can just say something along the lines of:

" upon further research about how to handle this issue I have decided that for both of our protection it would be better for me to issue you a refund instead of a replacement."

Then if I were you I would just cancel the original sale so it is harder for her to leave feedback and it gives her a full refund. Unless she has opened a case then just refund her to close the case.

I would say her wanting a different scent makes it more suspicious she actually likes the product amd wants another version of it. So I would still highly consider making her return it for her refund if I was you.

[wastingtime101]

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@sapphire_studio wrote:

If I think they're fishing for a partial or full refund but they actually like the product I will call them on their Bluff and make them return it and a lot of times they don't.

You definitely shouldn't send them a replacement of the Original Scent because then they're definitely going to complain. 

I would say her wanting a different scent makes it more suspicious she actually likes the product amd wants another version of it. So I would still highly consider making her return it for her refund if I was you.

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^^^ I concur.

Buyer,

After reviewing your initial message again, I realized a replacement will not solve the issue. You said the texture of the product was not to your liking, and a replacement, regardless of the scent will have the same texture. I don't want you to be stuck with a second unsatisfactory product. If you're not happy with the original, please return for a refund.

Seller

@1coolme 

[mtgraves7984]

(Their complaint was the texture of the product). 

@1coolme 

I looked at your product and feel that the texture will be the same with any scent. Refund but don't replace. I think that sending this buyer more of the same product is a losing proposition for you. Good luck.

[12345jamesstamps]

My own opinion here...feedback is important to me...."repeat buyers" are important to me.

Do you get repeat buyers? If it's not a lot of money I would send another.