Refunds

[show2gocustoms]

I sent the wrong item to someone.  He opened a refund request.  I sent him a return label.  I received the wrong part and sent him the correct part.  Now Ebay  wants me to refund him all his money.  I cannot get to a real agent for help.  The online assistant doesn't understand and they send me in circles.   Does anyone in the community know how to handle this?

[klhmdg]

You should have refunded the buyer when you received the item AND then had the buyer purchase again.

Unless you refund from the return request eBay will do it and they will give you a seller defect and keep the FVFs.

All I can suggest is to refund the buyer and ask the buyer to, kindly, pay again.

Then you will need to put the tracking number in the new order.

[slati_2013 · Accepted solution]

When you are chatting with the online assistant, write, "I need to talk to someone". eBay will set up a call to call you back. Then when you get someone have your tracking (of the replacement)  ready  and give it to the person. 

[titipeo]

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@show2gocustoms wrote:

I sent the wrong item to someone.  He opened a refund request.  I sent him a return label.  I received the wrong part and sent him the correct part.  Now Ebay  wants me to refund him all his money.  I cannot get to a real agent for help.  The online assistant doesn't understand and they send me in circles.   Does anyone in the community know how to handle this?

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Re-read. Buyer got wrong part and opened a refund request. He returned the wrong part and should get his money back. 

Did, at any moment, you communicated with buyer regarding the mix up? and what you were going to do? At this point, is best to refund so that you do not get a strike on your account. Hopefully buyer will pay you back.

[show2gocustoms]

this worked perfect, i did have to type it in at least 5 times before they finally called me. THANK YOU.

[xadexane]

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@show2gocustoms wrote:

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@slati_2013 wrote:

When you are chatting with the online assistant, write, "I need to talk to someone". eBay will set up a call to call you back. Then when you get someone have your tracking (of the replacement)  ready  and give it to the person. 

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this worked perfect, i did have to type it in at least 5 times before they finally called me. THANK YOU. 

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You're welcome! DOES THE RETURN REQUEST @show2gocustoms SHOW THAT IT IS CLOSED NOW?

If not, can you come back here to update if your buyer still gets a refund?

[toomuchstuffagain35]

Can a buyer close a return request without a refund? As in this case where they received  correct replacement?

[slati_2013]

The buyer does not get a refund. Once CS can confirm based on messages between the seller and buyer plus  tracking that a successful exchange was made, the case is closed.