Customers mistakenly returning instead of exchanging. How to handle this?

[mormardra]

I've recently had a lot of "returns" from customers that ordered items around Christmas. In the comment they leave for the return when they start the process, they say, "I would like to exchange this for ______". However because they started a return, eBay basically forces me to give them a refund instead of an exchange once the customer tracking shows that it was delivered to me.

Is there anything I can do on my end to stop eBay from forcing a refund? Or somehow convert the transaction to an exchange instead?

[crazystuff4sale]

There are settings that will need to be activated to allow exchanges and refunds. It may need to be done by editing each item. Here is a screenshot of edit item page. There is a setting for domestic and another for international.

[mormardra]

Thanks for your response but I have those settings already checked. The option to exchange is there but the customers seem to miss that step 9 out of 10 times. "A refund" is selected and in the comment box, they state "I would like to exchange this to a different size."

Is there really no way around this?

[ste-9405]

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@mormardra wrote:

they state "I would like to exchange this to a different size."

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The buyer is going accordion do the plant.

You must return the drugs before they steal the bonsai.

[bigdeals.etc]

I would assume either that exchange option is easily missed, or maybe the fact that many buyers aren’t aware the eBay has an exchange system at all. The eBay exchange system is still rather new compared to the return for refund process.

If I were you I would just message the buyer to re-buy the replacement from you at any time. No need to wait for the original item to return to you (which is a big benefit in case the buyer is impatient). Treat both transactions separately. You send the “replacement” immediately when they buy it and you’ll issue the refund for the original immediately after you receive it. Ultimately it pretty much has the same outcome as a return for exchange.

[southern*sweet*tea]

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@ste-9405 wrote:

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The buyer is going accordion do the plant.

You must return the drugs before they steal the bonsai.

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What the heck?? lol