Exchange?

[lovemypommy]

(This is my posting ID)

Received this message from a buyer today: "Your beautiful bag was a birthday gift for my daughter, but unfortunately, she already had a similar purse so she wanted to know if we could exchange it. She found another one of your bags and fell in love with it. Can I return what we have in exchange for the other purse?"

Since I've never had this happen I'm wondering how do I proceed? I know there is an option to do an exchange with a return request, do I tell the buyer to open one?

PS...the purse they want is around the same price as the original. Also, I should probably mention that I'm ok with an exchange with the caveat of the tags still attached and the bag not being used.

[18704d]

"Can I return what we have in exchange for the other purse?"

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I bet she thinks you'll pay the return shipping

and the shipping for the other bag.

Lynn

[nowthatsjustducky]

Send her a PayPal money request to cover the postage to have the replacement sent, then if she pays it, ship when you get the first one back.

[ersatz_sobriquet]

The only problem I see is buyers sending something back without opening a case and then later opening a case and imputing tracking showing delivered to the seller and ebay siding with them on a refund. 

[lovemypommy]

So, I should ask the buyer to open a return request with one of the remorse options (so she will pay shipping) and then I can choose exchange?

PS...I'd appreciate any advice from those who have done the exchange option before

Grateful for this amazing community of helpful people!

[badwolf12]

@lovemypommy

Did you ever set up your return policy to include exchanges? If not then that would not be an option here.

http://pages.ebay.com/sellerinformation/news/fallupdate16/shipping-returns.html#tab=what-you-need-to...

Ultimately do what you feel comfortable with. If that means telling the buyer you're willing to exchange, then do that but be clear about who is paying shipping for the return and the new item.

Technically, the buyer could open a return after the fact and upload tracking for the return, but eBay should protect you if the communication about the exchange is through eBay messages and you have tracking confirming delivery for the new shipment. I do not know what would happen if a claim was opened in PayPal.

If you prefer to do a straight return and have the buyer purchase a new item then work that out with the buyer.

Go with your gut and your feeling about the buyer.

[ersatz_sobriquet]

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@lovemypommy wrote:

So, I should ask the buyer to open a return request with one of the remorse options (so she will pay shipping) and then I can choose exchange?

PS...I'd appreciate any advice from those who have done the exchange option before

Grateful for this amazing community of helpful people!

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You have to decide if you are willing to take the risk. It's wrong that ebay lets buyers open cases and imput tracking from before opening the case, but there have been stories here of just this happening. 

I don't know if you can gather enough of a feeling about the buyer beforehand. I'm just trying to help you avoid sending a second handbag and then the buyer opening a case and receiving a refund on the first one. It may not be a likely possibility, but it's a possibility a bad buyer could win. 

[lovemypommy]

Thanks, I appreciate it. Definitely wouldn't send another purse without getting the original first (and making sure it wasn't used!) I also want things to be processed through eBay so there's proof. Buyer has been registered 11 years with very few purchases (12). Feedback left for others looks ok.