Wrong item shipped

[irish_red]

I am a seller and shipped the wrong item (black leather Harley chaps) . I advised the buyer to request a return label from eBay, which she did. I immediately shipped the correct item (black leather coach bag) to her. eBay’s automated system does not recognize this so they say I must send refund within 2 days after receiving the chaps. They are asking for a reason why I want to speak to an agent, but again, keep reverting back to the refund. How do I resolve this?

[simba6 · Accepted solution]

That is how the return system works.  It's not set up for sending a replacement item.   The buyer could pay again through paypal for the item they received.  However, that is getting a bit  close to an off eBay transaction since eBay will be refunding the FVF.

[chevymontecarlo88]

You could reach out to the buyer and explain the situation. Once you refund them (return item received), you could relist the item (again) for them to purchase. Once they do, you can add the tracking number (of correct item sent) you sent the item back to them. 

Many buyers would understand especially if you shipped out the correct item before receiving the return.  Some customers may not, and this is where you need to walk carefully when dealing with them. 

-Good luck

[irish_red]

Thank you for the information. What if I send a small refund just to satisfy the required action? Would that be considered an off eBay transaction?

[irish_red]

Thank you. This is a first-time buyer 🙄 and she is communicating only with eBay (no direct responses to my messages.) So I will tread lightly for sure.

[simba6]

I don't suggest trying to " weasel " around eBay's rules.   If the bots flag it, eBay could think your doing something hinkey and close your account for good.

In most cases eBay will issue an automatic refund once tracking shows it's delivered.