Return item opened

[bygonedayz]

I sent my buyer the wrong tablecloth. She opened a return item for not as described. She doesn't want a refund just wants to exchange the item for the correct one. I sent her a return postage label and the incorrect item is in transit back to me.  Am I able to close the return item request without refunding her? It's just a simple exchange. Thanks.

[bctk5292]

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@bygonedayz wrote:

I sent my buyer the wrong tablecloth. She opened a return item for not as described.

She doesn't want a refund just wants to exchange the item for the correct one. I sent her a return postage label and the incorrect item is in transit back to me. 

Am I able to close the return item request without refunding her? It's just a simple exchange. Thanks.

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It sounds like your buyer is reasonable, so this most likely won't go sideways.

When the buyer starts a return request for not as described, the seller is expected to resolve the request. There's a chance that eBay will invite themselves to dip a toe in and refund the buyer without requiring a return if the seller did not accept the request nor issue a return label.

In some instances, we may not require that an item be returned to the seller. In
these situations, we refund the buyer and may seek reimbursement from the seller,
for example if:
- The return request was opened because the item was not as described
- The seller chooses not to accept a return request
- The seller didn't issue a return label

Because you went around the return request and sent a return postage label, the return request is still open for this accident to happen. But the seller cannot close the return request without a refund; instead, the buyer should find the well-hidden link usually at the bottom right of their Return Details page to cancel the return. Good luck!

[kensgiftshop]

@bygonedayz 

Have you already sent the correct item?

Once the wrong it is returned, Ebay will refund the buyer, if you don't.

[itscalledapostingid]

For future reference... In the return preferences for each item there is an option to enable "Replacement or exchange available" that will more easily facilitate this type of return/exchange event.

[wastingtime101]

As was said upthread, once the return is delivered, eBay will initiate the refund from your account if you don't. If you already shipped the correct item, then you'll need to arrange payment with the buyer. You can set up a new listing on eBay and after the buyer purchases it, enter the tracking you used to ship the second package.

[richard1rst]

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@wastingtime101 wrote:

As was said upthread, once the return is delivered, eBay will initiate the refund from your account if you don't. If you already shipped the correct item, then you'll need to arrange payment with the buyer. You can set up a new listing on eBay and after the buyer purchases it, enter the tracking you used to ship the second package.

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NOPE - I have had many cases where the buyer wanted an exchange rather than a refund. An item damaged in transit, for example.

IMMEDIATELY send an email to eBay customer service. Layout exactly what is happening. Be sure to include the tracking number for the new package then request that they mark the return as an exchange and postpone the conclusion date.

It has ALWAYS worked as long as you provide clear and precise information.

Do NOT go on an extended rant with extraneous information.

As the saying goes Keep It Simple (although complete).

It has ALWAYS worked.