what's the best way to send a buyer a replacement for a defective item without return request.

[sefrani85]

a buyer messaged me claiming an item I have sold him is defective and not working and requested a replacement and offered to ship the defective part back. he didn't open a return request. I am going to give the buyer the benefit of the doubt and would like to send the buyer a replacement to his item.

Is there a way to send the buyer a replacement item but still be recorded through ebay, noting there is no return request made. likely getting a shipping label through ebay?

if not what would you do? should I have them submit a return/replacement request? or just ship a new item through USPS and send tracking through ebay messages?

[lamber9347]

@sefrani85 These options are completely up to you. No there is no option to send another via eBay unless you create a new sale. If buyer opens a return then that will sit on your selling account for the next 18 months, so keep that in mind as well. You can ask the buyer for their email address and purchase a shipping label using another company. Then you can send the replacement but if they have a problem with that one than you are out two items. 

Always the best way to handle is to do the correct thing and follow policy. Have them open a return and take the item back, then refund. It doesn't work. If they want to purchase a second item at a greater discount than you can do that and this way you would be covered on the second one. 

Returns are simply a part of online selling to strangers. It happens, not a reflection on you personally. Best of luck to you....

[sefrani85]

@lamber9347  thanks for the reply.

the item is a $20 kids toy. the customer specifically requested for a replacement because it was a gift to his grandchild. I would like to honor that for him rather than a refund. and if the item is defective as per their claim, I would like to have them keep the old item rather than me paying to ship it back and tossing it in the garbage. so I am looking to satisfy a customer with the least cost and metric effect as possible.

[lamber9347]

I understood what you wanted from your original post. It's very nice of you to want to please your buyer like this. I'm afraid what you want to do, an exchange, isn't possible on this platform. There will be no record that you sent a replacement to this buyer, leaving open the possibility that the buyer can open a return at another time. Buyer's can open a return for a much longer period when using their payment method. Not that this is what your buyer intends to do. You have the buyer's address and are free to purchase a shipping label online or simply at your post office. I'm certain they will be happy to receive a replacement toy. Best of luck to you....

[titipeo]

Not to throw sour grapes, but keep this is mind. What if you go ahead and send the replacement item, buyer gets to keep the damage article, grand kid is happy. A few days after replacement arrival, buyer files ITEM NOT AS DESCRIBED CLAIM and ask for refund. Do you think that eBay will believe you that you sent him a replacement? Doubt it. 

Here is another scenario, what if there are 2 grandkids, the "damage" toy is not really damaged, and you send him a replacement for the damage toy. Now he has 2 working toys for the price of 1. 

Its your listing, your $20.00, your choice.