Are buyers still allowed to file for exchanges?

[iamalwaysright]

I used to get buyers filing for formal exchanges from time to time. But it stopped a few months ago. Now a good amount of return for refunds I get have the buyer commenting that they want to exchange it, not get a refund.

Has ebay removed that exchange function when they file for a return? Just curious.

[heckofagame]

I just checked the return options on something I recently purchased. The exchange option is not there. 

[monica-sells]

I seem to remember seeing that 'option' somewhere during the listing process....

I would have to check

https://www.ebay.com/rtn/Return/AdvancedRule

Agree to replace an item automatically

It is here, in your rules options (I think)

[kensgiftshop]

Unless they have removed the exchange option, you can set it up in your return policy.

It's been a few years since I offered exchanges, but when I did, it didn't work they way it was supposed to.

Had one buyer that wanted an exchange, so they return the first one, printed the label for the exchanged one and got it shipped off within a few minutes of receiving the first one back.

A couple hours later got an email saying they seen the item had been returned and the buyer was refunded.

Lucky it was a cheap item.

[the-hook-and-the-loop]

I think the seller has to offer exchanges for it to be there. But that would be too normal.

[iamalwaysright]

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@monica-sells wrote:

I seem to remember seeing that 'option' somewhere during the listing process....

I would have to check

https://www.ebay.com/rtn/Return/AdvancedRule

Agree to replace an item automatically

It is here, in your rules options (I think)

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Hm. I wonder if that even works. My previous exchanges weren't auto approve though like that page offers the option for. It was always a manual acceptance option. The choices would be something like

yes accept exchange

offer a refund upon item returned

issue a full refund immediately

offer a partial

blah blah blah

No way I would ever set that to auto approve, who knows if I have duplicates of all these items until I manual check first.

[iamalwaysright]

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@kensgiftshop wrote:

Unless they have removed the exchange option, you can set it up in your return policy.

It's been a few years since I offered exchanges, but when I did, it didn't work they way it was supposed to.

Had one buyer that wanted an exchange, so they return the first one, printed the label for the exchanged one and got it shipped off within a few minutes of receiving the first one back.

A couple hours later got an email saying they seen the item had been returned and the buyer was refunded.

Lucky it was a cheap item.

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Yes handling exchanges totally sucked for me too. Their system was totally broken. I'd much rather do it on the side or change it to a refund. I was just wondering if ebay removed it from the options entirely is all. If so, good riddance.

[richard1rst]

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@iamalwaysright wrote:

I used to get buyers filing for formal exchanges from time to time. But it stopped a few months ago. Now a good amount of return for refunds I get have the buyer commenting that they want to exchange it, not get a refund.

Has ebay removed that exchange function when they file for a return? Just curious.

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I have had several cases where a buyer requested an exchange instead of a refund. Why is not important so I won’t go into that.

So you send a prepaid return label just as you would for a return for refund. The trick is to make sure eBay KNOWS what you are doing so they do not automatically issue a refund.

When you ship the replacement you will have a tracking number.

I contact CS using the help and contact link at the top of the page. I give them the case number, the item number, and the new tracking number .I tell them the buyer wants an exchange not a refund. They can verify this by checking the email exchanges.

Then you ask them to put the case on hold to allow time for the exchange to take place. They always do and once the replacement has been delivered eBay automatically closes the case. No refund and no ding.

Worked every time.

BUT you have to be proactive. Do not assume eBay will figure it out on their own. Put it in their face.